introduction to social business intelligence

Introduction to Social Business Intelligence

#bwlive | @brandwatch | brandwatch.com

Rebecca Carson | Brandwatch, Head of Insights

Social business intelligence sounds great!

#bwlive© 2015 Brandwatch | brandwatch.com

But conducting Social Research can sometimes feel a bit like this…

Now what..?

#bwlive© 2015 Brandwatch | brandwatch.com

Its not “Business Intelligence” unless you can do something with it

That’s interesting

DATA

MIND BLOWNBUSINESS

INTELLIGENCE

#bwlive© 2015 Brandwatch | brandwatch.com

Two key elements to successfully using social for business intelligence

© 2015 Brandwatch | brandwatch.com

Timing Asking the Right

Questions

#bwlive

TIMING

© 2015 Brandwatch | brandwatch.com #bwlive

Campaign Optimisation

Example

© 2015 Brandwatch | brandwatch.com #bwlive

Without listening, Social ROI is hard to establish

© 2015 Brandwatch | brandwatch.com #bwlive

Plan Engage ROI?

Evidence based social brand management

© 2015 Brandwatch | brandwatch.com #bwlive

Listen Plan Engage

ROI

Optimisation

ListenAgain

Today

© 2015 Brandwatch | brandwatch.com #bwlive

Listen Plan Engage

ROI

Optimisation

ListenAgain

ASKING THE RIGHT

QUESTIONS

© 2015 Brandwatch | brandwatch.com #bwlive

Could my social customer service channel

be improved?

© 2015 Brandwatch | brandwatch.com #bwlive

Check your reaction times

#bwlive

00:0

002

:00

04:0

006

:00

08:0

010

:00

12:0

014

:00

16:0

018

:00

20:0

022

:00

0%

2%

4%

6%

8%

10%

00:0

002

:00

04:0

006

:00

08:0

010

:00

12:0

014

:00

16:0

018

:00

20:0

022

:00

0%

2%

4%

6%

8%

BRAND REPLIES CONSUMER POSTS

Average Response in 51.9 min Average Response in 1.46 hr

Evaluate your impact

#bwlive

POSITIVE NEUTRAL NEGATIVE NET SENTIMENT

20 PP

START END0%

25%

50%

75%

100%

-55%

-43%

% C

S T

WE

ET

S

START END0%

25%

50%

75%

100%

-20%

0%

% C

S T

WE

ET

S

12 PP

ASKING THE RIGHT

QUESTIONS

© 2015 Brandwatch | brandwatch.com #bwlive

Who should I be talking to online?

© 2015 Brandwatch | brandwatch.com #bwlive

Twitter Network Map

18© 2015 Brandwatch | brandwatch.com | Brandwatch Data, Visualized using Gephi

@beautyfrosting

@IMKristenBell

@InfluensterVox

@Neutragena

@RobBarnes338

@HGTVMagPromo

@Eizamusica

@MamaHolistica

@BlessedMama86

@dulcecandy

@_everday_life_

@SchoolYardStyle

@Genofsavings

#WipesForWaterEarth Month 2015

MALE FEMALE ORGANISATION Node size is proportionate to follower number

Now you know

© 2015 Brandwatch | brandwatch.com #bwlive

Thank-you!Questions?

#bwlive© 2015 Brandwatch | brandwatch.com