tools to measure and monitor conversations online
DESCRIPTION
The Enterprise Technology Show is one of Africa's largest showcases of technology, social media, loyalty and customer engagement conferences. They requested me to speak on tools for customer engagement and how to spread word of mouth. Slides and credits: 1. Source: somadjinn - http://www.rgbstock.com/photo/nGe37bg/Customs+Grunge+Sign 2. Contact details 3. Source: sundstrom - http://www.rgbstock.com/photo/mifpa8Y/Hammer+2 4. The challenges 5. William Edwards Deming quote 6. Trust result from an advertising survey 7. Nielsen report 8. Word of mouth survey 9. Hugh MacLeod: gapingvoid.com 10. Source: MeiTeng - http://www.rgbstock.com/photo/mC8UPmQ/Pancakes+2 11. Source: shortstack.com 12. Shortstack app overview 13. Dolan Auto Group social media campaign 14. Dolan results 15. Source: Lusi - http://www.rgbstock.com/photo/mhGu5Fy/funny+shadows 16. Source: By Lusi - http://www.rgbstock.com/photo/mhGtM2s/brainy+people 17. Source: By Charcoal - http://www.rgbstock.com/photo/nIMK48m/Blog+text 18. Grouphigh.com 19. Blogs are dead 20. Source: By Woodsy http://www.rgbstock.com/photo/2dzxTjW/Blog 21. Walmart moms 22. How Customer Advocacy works; a look at Walmart moms 23. Non-blogging influencers 24. Traackr.com platform outline 25. Traackr.com 26. 84% of people Trust word of mouth. 27. 85% of people take action from network recommendations 28.Create context and a platform 29. Source: florianric on Flickr -TRANSCRIPT
Word of Mouth and
Social Media Monitoring Tools
Carpenters
What are the problems?
1. Listening and discover
2. Find influencers
3. Community-led messaging
“In God we trust.
All others must bring data.” –
William Edwards Deming (statistician)
84% vs. 62%
vs.
57%Nielsen
Trust
85%Nielsen
84% Trust
57%
Hugh MacLeod
Shortstack
• Facebook page apps• Engage users • Contests • User votes and interaction
Dolan
• 3 Weeks
• $ 30 000
Results
• 30 schools entered
• 32 000 votes in 3 weeks
• 105 000 new people invited to the page.
Happy kids
•
Logic
• They understood and got to know their customers better. Can you imagine how many cars they sold?
• They got data that enabled better communication and grew their engaged audience.
• They were able to engage multiple sets of influencers:– The schools who rallied children.– The children who involved parents– The broader communities who supported and voted for
local schools.
?
Blog + magnifying glass
GroupHigh
• Social research and SEO
• Blogger engagement
Blogs are dead
Long Live!
Customer Advocacy
How it works
• Authentic customer voices
• Co-creation
• Community driven brand advocacy
Influencers Beyond
Blogs
• Engage with and understand customers
• Understand what people saying
Traackr Overview
• Who are your customers?
• Influencers and customer decisions
• Influencers by topic
• Audience breakdown and your strategy
84% Trust
57%
85% take action
Create context and a platform
Choose the right tool
Choose the right tool
By: florianric
