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expect great answers
InnoCos 2012: Day 2
Listen to your consumers
Sourabh Sharma | SKIM @skimgroup @sssourabh #innocos
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… and much more
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Blog • Sssourabh.com • Facebook Page
Professional • LinkedIn • Carbonmade Portfolio
Social • Facebook • Twitter • Google+ • Lookbook
Photo • Tumblr • Flickr • Instagr.am • Pinterest • Gentlemint • Dudepins
Ideas • Formspring • Stumbleupon
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Watch Listen Communicate
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Choice modeling Ethnography Focus group
In depth interview Product testing
Quantitative surveys Qualitative interviews
.
Listen
Social Media Research
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of people trust online peer recommendations 90% trust advertisements 14%
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Listen
Monitor and assess your
brand
Craft a strategy based
on your consumers
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Monitor and assess your brand
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“Is this ad offensive to anyone else out there?”
“The ad has to be trashed. I’m not buying
a NIVEA product as long as this terrible ad
is on the air.”
“Won’t be using Nivea aftershave anymore. Let’s see how they do
WITHOUT my UN-CIVILED DOLLARS”
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August 18th: Launch ad
August 19th: Nivea issues apology
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What does social media show us?
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Power of an apology?
Short attention span of
consumers?
Strong brand activities by marketing
team?
Strong brand?
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Craft a strategy based on your consumers
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Snickers
Hershey's
Butterfinger
KitKat
Twix
Toblerone
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Size of Bubble: Volume of conversations Sentiment: Continuum of negative to positive perceptions/sentiment Passion: Conversations that are extreme
Incr
easi
ng P
assi
on
Increasing Positivity of Sentiment
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25
30
35
40
45
50
55
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
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Time
% P
ositi
ve
Valentines
Halloween
Christmas
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Hersheys Snickers Toblerone Twix Kitkat Butterfinger
Taste (Savor)
New
Looks Good (Sight)
Not too sweet
Sound
Price
Feels Good (Sensa<on)
Different
Scent
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Functional elements
Incr
easi
ng im
port
ance
Increasing volume of conversation
Strength
Weakness
Neutral
No mentions
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They talk mostly on blogs
(US)
They purchase it in grocery or
mass retailers
It is mainly eaten by their men or their
children
They eat it at home on holidays and other occasions
Their children eat it in school
Young and middle aged women talk
about
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Go beyond social media listening… take action
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Concept generation
Campaign effectiveness
Campaign material
What triggers
consumers?
Market needs
Product development
ideas
Uncover ideas for the
next innovation
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Watch Listen Communicate
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expect great answers
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@skimgroup @sssourabh #innocos