data driven community management june 2015
TRANSCRIPT
Fabrikatyr AnalyticsUncover tangible truths amidst the noise of modern media
Data Driven Community Insights
May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights 2
Is community management about customer service or brand engagement?
May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
There is a huge volume of data produced by communities which can be analysed to take action online
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TwitterActivity
Web Behaviour
ContentConsumption
FacebookInterest
How do Digest community data to influence behaviours?
May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
The is a wide range of tools to interrogate community data
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Automated engagement
Behavioural predictions
Social media monitoring
May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
Our client wanted Qualitative insight with Global Reach to understand how international consumers interacted with airline brands
We took over 300,000 comments from the Trip-Advisor forum** for Airline Travel
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Key Themes RankFare Hunting 1Transfer queries 2Brand comparison 3Long haul & Transatlantic 4Booking 5
Process & CollateCreate
Insightful & well supported narratives
Brands
Themes
Sentiment
GatherOnline commentary
May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
Working with a Telco help forum to identify discussion which allows actions which increase engagement and reduce churn
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Measure user engagement
Identify interactions to reduce churn
Reward the right users
Identify influencers across social media
Increase moderator efficacy
May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
The right approach depends on how valuable each interaction is
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May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights
Any Questions?
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