How Social Media Monitoring makes your Business Smarter

Lack of timeInefficiencyLack of planningLack of resourcesNo Strategy

How much timedoes your business spend on social media?

Be smarter

Choose the right tools!Tools won’t solve all your problems…

…but they’ll make you more efficient!

…and productive…

…and smart!

Spying on the competition

Conversations used to happen in private

Social Networking in the Medieval Marketplace

Now we can now see what people are saying in real time

And that includes how our competitors are using social…

Supermarket Brand Mentions

Supermarket Brand Mentions over time

Conversations with sentiment

Demographics

Content

TOO MUCH NOISE?HOW CAN YOU STAND OUT?

Noise Statistics:On average Americans consume 10 hours of content a day, according to Nielsen4.9 Billion Connected "Things" Will Be in Usethis yearHow much content can we physically consume per day?How do we stand out?How do you make sense of the data?

Listen…

Act quickly

53% within an hour33% within 30 minutes

How quickly would you expect a brand to respondon social media?

…but only 11.2% of retail brands respond to questions within an hour

(Research by Brandwatch)

Use a social media management tool to manage engagement

Crisis Management - Have a plan!Alerts and Signals

Embrace Complainers

Answering complaints increases customer advocacy(and not answering complaints decreases advocacy)

Jay Baer

Embrace Complainers

"By 2020, customer experience will overtake price as the key brand differentiator"

Walker’s Research

Embrace Complainers

“Complaints about products and services in the UK almost doubled between 2013 and 2014”

Service Annual Review 2013/2014

Ian Anderson Gray Twitter: @iagdotmeWebsite: www.iag.me

Visit iag.me/besmartfor more hacks, tips and

tricks!