Why Social Media Monitoring?
The answer is simple: People trust the opinions of others more than brand advertisements, official websites or PR releases. In fact, people trust the opinion of others, especially their peers, more than almost anything. This means that online opinions on your brands and products really matter. Quite a lot, to be frank. So, let us list a number of reasons for you to keep a close eye on the online chatterbox:
- Measuring Marketing effectiveness
- Manage crisis pro-actively
- Do effective online public relations
- Benchmark your competition
- Identify new market opportunities
- Get market insights in the most cost effective manner
Learn more about the @Midwest Social Media Conference by visiting atMidwest.com.
2. BRIAN HUONKER
CONSULTANT, DESIGNS BY BRIAN
VICE-PRESIDENT, @MIDWEST
ASSISTANT DIRECTOR, UNIVERSITY
MARKETING, ILLINOIS STATE UNIVERSITY
HUONKS.COM
FACEBOOK.COM/BKHUONKER
TWITTER.COM/BKHUONKER
LINKEDIN.COM/IN/BKHUONKER
4. a fancy way to
describe the zillions
of conversations
people are have
online 24/7. Some
of which are about
you and your
business.
SOCIAL MEDIA ARE CONVERSATIONS
5. Social Networking
Facebook, Twitter, LinkedIN, Google+
Interact by adding friends, commenting on profiles, joining
groups and having discussions.
Blogs and Forums
Wordpress, UBB, Blogger, Vanilla
User generated opinion and comments
Social News
Digg, Propeller, Reddit
Interact by voting for articles and commenting on them.
Social Photo and Video Sharing
YouTube, Pinterest, Instagram, Flickr,
Interact by sharing photos or videos and commenting on
user submissions.
Wikis
Wikipedia, Wikia
Interact by adding articles and editing existing articles.
Location Games/Deals
4Square, Places, SCAVNGR
Interactions through games, specials and deals
Social Bookmarking
Del.icio.us, Blinklist, Simpy
Interact by tagging websites and searching through
websites bookmarked by other people.
A host of
social media
options, each
tailored
towards the
customers
communication
style.
SOCIAL
MEDIA
ARE
7. 96% of unhappy
customers don’t
complain, however
91% of those will
simply leave and never
come back
A dissatisfied customer
will tell between 9-15
people about their
experience. Around
13% of dissatisfied
customers tell more
than 20 people.
70% of buying
experiences are based
on how the customer
feels they are being
treated
55% of customers
would pay extra to
guarantee a better
service
80% of customers
prefer to speak with a
representative at the
weekends
CREATE A DIALOGUE
8. Happy customers
who get their issues
resolved tell an
average of four to six
people about their
positive experiences
Word of mouth
testimonials
broadcasted across
social media
channels
“SMART BUSINESS”
11. Set your goals
Increased sales?
Develop buzz and interest
around a new product
Move old merchandise
Generate registrations to
branded events through
social
Increase foot traffic?
Engage users in social to
generate relevant and
targeted traffic
Customer service
Gain market share by
leading customer/client
service through social
STEP 1: DO YOUR HOMEWORK
12. Understand your
audience
Who are they
Characteristic?
What motivates them?
What do they want from
you
When are they on?
Where are they at?
STEP 1: DO YOUR HOMEWORK
13. Outline Your
Strategies
Get influencers talking
about you
Educate people about
why they you
Tell stories that
personalize the
problems you can help
solve
Determine your tatics
Twitter, Facebook Fan
Page, LinkedIN,
YouTube. Which will
help your strategies
Try creating valuable
content.
creating blog posts,
podcasts and videos that
educate
Incorporate your SEO
keywords and phrases
increase online visibility
and search engine
ranking
STEP 1: DO YOUR HOMEWORK
17. Set up is your search
term.
Try to pick a search
phrase that is fairly
specific and
specialized.
You're allowed to enter
more than one word
here, so try to narrow it
down a little
Choose what type of
Google Alert you
need
Specify how often
you want to receive
Google Alerts
You can also manage
this and any other
Alert you've created.
STEP 2: GOOGLE ALERTS
18. Entry
Talkwalker advertises itself as ―the
best free and easy alternative to
Google Alerts.‖
Social Mention is a free and
reputable product in the social search
engine arena, tracking alerts across
the web and social media channels.
Mid-level
Mention is a high-end version of
Google Alerts with the addition of
select social sources.
Trendrr lets you harness the power of
social media to see how a TV ad or a
show is received by the audience.
Colabo provides unlimited data
sources and self-service analytics.
High-end
Bloomberg Professional, provides a
different scope of information.
Meltwater News is a full solution
aimed at PR and marketing
professionals for both inbound and
outbound coverage.
STEP 2: GOOGLE ALERTS
22. Facebook
Search all public
Facebook posts within
HootSuite
Google+
Search all public
Facebook posts within
HootSuite
LinkedIN (groups,
personal, company)
Twitter
Keyword tracking
allows you to track up
to three keywords or
phrases within one
column
Search is a flexible
and customizable tool
STEP 3: HOOTSUIT
23. twitter search—containing both "twitter" and "search‖
"owls rock"—containing the exact phrase "owls rock‖
―ninjas OR pirates‖—containing either "ninjas" or "pirates" (or both)
―super –man‖—containing "super" but not "man‖
―#followfriday‖—containing the hashtag "followfriday‖
―from:HootSuite‖—sent from person "hootsuite‖
―to:invoke‖—sent to person "invoke‖
―@memelabs‖—referencing person "memelabs‖
―colbert since:2008-07-27‖—containing "colbert" sent since 2008-07-
27
―w00t until:2008-07-27‖—containing "w00t" sent up to "2008-07-27
―unicorns :)‖—containing "unicorns" with a positive attitude
―fail :(―—containing "fail" and with a negative attitude
―bacon ?‖—containing "bacon" and asking a question
―rainbows filter:links‖—containing "rainbows" and linking to URLs
STEP 3: HOOTSUIT
24. Entry level
Tweetdeck
Mid-level
Viralheat. Twitter, Facebook,
Google+, LinkedIn, Pinterest,
YouTube, blogs, forums
Sprout Social. Twitter, Facebook,
LinkedIn, YouTube
Seesmic. Manage all of your
business’ social media accounts in
one place
High-level
UberVU. Twitter, Facebook, YouTube,
blogs, forums, news
Sysomos. Twitter, Facebook,
LinkedIn, YouTube, blogs, forums,
news
Spredfast. Twitter, Facebook,
Google+, LinkedIn, Pinterest,
YouTube, blogs, SlideShare, Flickr
Radian6. Twitter, Facebook, YouTube,
blogs, forums, news
STEP 3: HOOTSUIT
25. T w eetReach . W ho is reading your tweets? How
is it being shared? W hat is the m easured
im pact of what you ’r e putting out there?
T weetReach is a social analyt ics tool that helps
you capture this valuab le inf orm ation.
T w entyFeet . T went yF eet aggregates your
activit y f rom various social m edia platf orm s so
you can get the f ull picture of you r online
presence. T hen, you can determ ine which of
your activit ie s are m ost valuab le.
T w italyzer . Measure your im pact, engagem ent,
and inf luence on T witter with this tool. T hey
of f er three plans, depending on your needs,
Individu a l, Business and Agenc y, all at a ver y
reasonable price. T hey do of f er their three m ost
popular reports f or f ree, so just connect your
T witter account and start T wita lyzing .
PeerIndex . Use this tool to determ ine you r
online authorit y and who you r online brand
advocates are. Learn which topics are best f or
you to f ocus on and who to connect with to
spread the word.
SocialM ention . T rack and m easure who is
talk ing about you, you r com pany, your product,
or any topic related to your industr y.
SocialM ent ion pulls data f rom hundreds of
social m edia services to give you the m ost
accurate, real -tim e inf orm ation .
SocialPoin te r . T his tool allo ws you to track
and m onitor social m entions and respond in
real-tim e. Find potentia l custom ers, listen to
what you r com petitors are sayin g, and get
How Sociable . Measure your brand’s im pact
online with this tool that provides you with a
m agnitude score. T he score analyze s your level
of activit y online so that you can determ ine
whether you have enough of a presence.
Engag.io . T his is a great tool f or m anaging
your conversat io ns on social network s.
Engag.io provid es you with valuab le insights
into the people you are talk ing to via social
m edia and also gives you a place to track
whether or not you ’ve responded.
Brand M onitor. T rack you r brand across
num erous social m edia sites. Find where
conversatio ns releva nt to your business are
tak ing place so that you can start becom ing an
active social m edia participan t. Learn trending
k eywo rds and m easure conversat io n
engagem ent to help bring m ore valuab le brand
content to social m edia platf orm s.
Kred . Sim ila r to Klout, Kred m ines social data
to give you a Kred score. T he score is a
com bination of your inf luence and you r
outreach activit y. Kred m easures how of ten you
tweet or post, how people interact with you , and
the growth of your audience. Kred gives you a
detailed break down of you r score so that you
k now exactly where you should im prove and the
areas in social that are work ing well f or you r
com pany.
T w itterCounte r . T witter Co unt er track s T witte r
users to give you statistics and usage
inf orm ation f or you r account. T his service
STEP 3: HOOTSUIT
29. http://klout.com/
Influence is the
ability to drive action.
When you share
something on social
media or in real life
and people respond,
that's influence.
The Klout Score is a
number between 1-
100 that represents
how influential you
are.
STEP 5: SOCIAL INFLUENCE
30. AgoraPulse
performs an analysis
of your Facebook
Page and compares
it against other
companies’ Pages
that have a similar
number of fans.
Note: ―other‖
companies also must
use the tool.
http://www.agorapuls
e.com/
STEP 5: SOCIAL INFLUENCE
31. Free tools
LikeAlyzer gives you a
rating out of 100 in
comparison to other
Pages and gives you
some recommendations
on how you can improve
your Page.
CScore is a free analytics
tool that does an analysis
of your Facebook Page
and then categorizes and
scores it based on the
behavior of your Page.
Paid tools
Fanpage Karma is a paid
tool that provides a free
version that allows you to
do a fairly detailed
analysis of your Facebook
Page and a comparison
with your competitors.
Simply Measured is a
powerful reporting tool
that provides a wide
range of analytic reports
for Facebook, Twitter and
other social networks.
STEP 5: SOCIAL INFLUENCE
32. Because social
media is
conversation
Allows you to insure
your Brand is
meeting its promise
Ensures your goals
are met
And it allows you to
measure you ROI
WHY MONITOR SOCIAL MEDIA?
33. Holistic Campaign
Monitoring. Your
inbound marketing data
in one place
SEOMoz
Wildfire
HubSpot
Smaller Scale
Constant Contact
MailChimp
Campaign Monitoring
WHAT’S NEXT?
Before we can talk about some simple tips for social media, let’s take a step back and talk about what social media is
Facts about customer experiences and referrals96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training servicesA dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer AffairsHappy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer AffairsHappy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affairs70% of buying experiences are based on how the customer feels they are being treated – McKinsey55% of customers would pay extra to guarantee a better service – Defaqto researchPrice is not the main reason for customer churn, it is actually due to the overall poor quality of customer service – Accenture global customer satisfaction report 200894% of customers do not want to be transferred to another representative more than once – Mobius Poll 200280% of customers prefer to speak with a representative at the weekends – Mobius Poll 200284% of customers are frustrated when a representative does not have immediate access to account information – Mobius Poll 2002Customer who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, as to if they ‘only’ gave you a score of 4.8. – TeleFaction data researchIt takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-LegnerFacts about customer retention and churn factsA 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & CompanyA 50% reduction in customer base would occur if left alone over a 5 year period – Bain & CompanyIt costs 6 – 7 times more to acquire a new customer than retain an existing one – Bain & CompanyAn average company loses between 10 – 30% of its customers annually – McKinseyA customer is 4 times more likely to defect to a competitor if the problem is service related than price or product related – Bain & Company68% of customers leave because they were upset with the treatment they received whilst speaking to customer services – US Chamber of CommerceDissatisfied customers whose complaints are taken care of are more likely to remain loyal, and even become advocates, as those that are ‘just’ customers – Strauss & SeidelThe probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing MetricsFor every customer complaint, there are 26 other unhappy customers who have remained silent – Lee Resource96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training servicesA 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark MurphyCustomer profitability tends to increase over the life of a retained customer – Leading on the Edge of Chaos, Emmet Murphy & Mark MurphyIn the US alone, people that switch from insurance providers represent a $7.6 billion market in annual premiums – JD Power & AssociatesFacts about customer service and contact / call centersA good customer service strategy should balance costs, quality and revenues. Companies that restructure call centers in this way can often cut their costs by up to 35% and boost the revenue they generate by as much as 35%, thereby transforming them into strategic assets providing a competitive advantage – McKinseyResearch shows that a 10% increase in customer retention levels result in a 30% increase in the value of the company – Bain & Co.76% of companies motivate employees to treat customers fairly, and 62% provide effective tools and training to gain trust with their customers – Peppers and Rogers Group, 2009 Customer Experience Maturity Monitor70% of customer experience management best in class adopters use customer feedback to make strategic decision. 50% of industry-average organizations and 29% of laggards do. – Aberdeen Group81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competitors – Peppers and Rogers, 2009 Customer Experience Maturity Monitor72% of all customers believe it takes too long to reach a live agent – Harris69% said they were on hold for too long – Harris50% of the people survey said that agents failed to answer their questions – Harris44% said the information they received was not accurate- Harris92% of all interactions happen via the phone – Gartner85% of consumers are dissatisfied with their phone experience – GartnerEven in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience. – Harris Interactive, Customer Experience Impact ReportEmployee factsThe average recruitment cost of filling a vacancy is £4333, increasing to £7750 when organizations are also calculating the associated labour turnover costs – The Chartered Institute of Personnel and Development Annual SurveyEmployee churn in the private sector is 22.6% – The Chartered Institute of Personnel and Development Annual SurveyAn average of £1202 is spent on employee training – The Chartered Institute of Personnel and Development Annual SurveyFacts about customer strategy90% of North American firms view customer experience as important or critical to 2010 plans. 80% of firms would like to use customer experience as a form of differentiation. – Forrester’s: The State of Customer Experience 2010.85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy – Shaw & Ivens71% of business leaders believe that customer experience is the next corporate battleground – Shaw & IvenseCommerce spending for new customers is on average $24.50, compared to $52.50 for repeat customers – McKinseyReducing time and money on explaining business procedures and costs with new customers will save overall – Marketing Management; Spiro, Rich, Stanton 200873% of marketing managers of various large companies credit “Repeat purchase behavior” as integral to the definition of successful customer engagement –Forbes MagazineA survey asking which is the most important marketing objectives, shows that 29.9% think that it should be customer acquisition, and 26.6% think that it is customer retention. However 62.2% admit that they concentrate on customer acquisition, with only 20.6% focusing on customer acquisition. –Emarketer55% of current marketing spend is on new customer acquisition – McKinsey33% of current marketing spend is on brand awareness – McKinseyOnly 12% of current marketing spend is on customer retention – McKinsey
Happy customers who get their issues resolved tell an average of four to six people about their positive experiences, according to the White House Office of Consumer Affairs. It pays to treat your customers well, not only for the repeat business, but also to gain the positive word-of-mouth consumers now broadcast across social media. Satisfied customers can become your most influential brand ambassadors. They’ll help to answer customer service questions posted online and also tout their own positive experiences with your business.
Your frequency of content delivery & response to social engagement.Your types and specific topics for content creation.Ways to increase audience engagement.Events that can drive social.Facebook:More than 955 million users. Majority between 18-25; 60 percent female. Best opportunity for community building with customers.Twitter:More than 555 million users. Majority between 26-34; 57 percent female. Best tool for interacting in real-time.Google Plus+:More than 170 million users. Majority between 26-34; 63 percent male. Platform for driving visibility around a brand.LinkedIn:More than 150 million users. Majority between 26-34, directly followed by 35-44. The number one B2B social networking tool.Pinterest: More than 12 Million Users. Majority between 26-44; 68 percent female. A viral platform for sharing stories via pictures.
The more you know. Allows you to stay on topic
The first thing to set up is your search term. Try to pick a search phrase that is fairly specific and specialized. If your term is too general and popular, such as "money" or "elections," you will end up with way too many results.You're allowed to enter more than one word here, so try to narrow it down a little. Keep in mind that Google Alerts sends you newly indexed results, not every result available on the Web. Sometimes one word really is all you need.In this case, we'll just use one word, "gnomes." That's obscure enough of a term that there are probably not that many new pages being indexed on a daily basis.Next it's time to choose what type of Google Alert you need. You can search for news, blog entries, video, Web pages, and Google Groups. Or you can search all of them at once by selecting Comprehensive.Specify how often you want to receive Google Alerts. If you are picking a popular item, you may want to restrict this to once a day or once a week. If you pick a fairly obscure term or an item you are following very closely, select as-it-happens.That's it. You've created your Alert. You can also manage this and any other Alert you've created. You can edit your search terms, type, and frequency, or you can delete old Alerts you're no longer following.
These tools replicate Google Alerts’ interface and functionality but also include a few more social sources, such as Twitter and Tumblr.1. For similar interface and functionality — Talkwalker advertises itself as “the best free and easy alternative to Google Alerts.” If you like the functionality of the Google Alerts search query, this is the product for you. Receive alerts in real time from the web via email or in an RSS feed reader.2. For simple social monitoring — Social Mention is a free and reputable product in the social search engine arena, tracking alerts across the web and social media channels. Additionally, Social Mention provides sentiment analysis on social media mentions and hashtag tracking as part of its service.Mid-level replacementsThese tools offer a configuration of data sources, such as proprietary sources, specific media outlets, and Google Analytics. In addition, they have a better UI, analytics, and custom reports suited for the professional user.1. Social and traditional media monitoring — Mention is a high-end version of Google Alerts with the addition of select social sources. Mention offers a free version with limited capabilities and an unlimited version starting at $19.99 a month and provides real-time alerts via email and push notifications to your cellular device. Alerts are flagged by importance of mentions according to the latest source interactions by influence and authority.2. Tracking TV and media campaign alerts — Trendrr lets you harness the power of social media to see how a TV ad or a show is received by the audience. The service starts at $499 a month.3. Customizing sources and adding proprietary sources — My own company, Colabo provides unlimited data sources and self-service analytics. Additionally, you can add searches from internal databases, such as your CRM or paid services like Hoovers. And you can add notifications for key terms and receive them in real time. Colabo starts at $90 a month with a limited free trial.High-end replacementsThese tools usually offer their own proprietary news sources per industry and often can be combined with a service offering that filters the news for you.1. Proprietary news source per industry with a financial focus — Bloomberg’s recently launched platform, Bloomberg Professional, provides a different scope of information. Starting in the thousand-dollar range, financial professionals are able to receive alerts from any device in real-time that include news and analytics.2. PR management — Meltwater News is a full solution aimed at PR and marketing professionals for both inbound and outbound coverage. The product covers news features, online media monitoring, and delivers breaking news about your brand from more than 190,000 news publications, including some social sources like Twitter, Facebook, YouTube, and blogs in the form of daily alerts. A subscription starts around $6,000 a year.YoavDembak is the CEO and co-founder of Colabo, a self-service marketing analytics tool. Prior to Colabo, Yoav was an executive at VMware in charge of Product Marketing for the data center management product suite. Yoav was the CEO of B-hive and before that he held various marketing and sales roles at Breach Security, Gilian Technologies, and Gilat Satellite Networks.Read more at http://venturebeat.com/2013/05/13/google-alerts-replacements/#zPiMKqKrbrFTBpbg.99