how to use social data for key business decisions
TRANSCRIPT
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This presentation is from 11How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit oo. I vU BH
World's Largest Set of Social Media Data - 800 Billion+
800 2008 2010 2011 2012 2013 2014 2015
700 BLOGS twitt:er Youim FuJI F"llehose
REVIEWS IMAGES
600 NEWS face book Coogle• tumblr. PublicOaca
FuU F"llehose
500 FORUMS
400 twi~er
300
200
access
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12% Negative 68% Neutral
20% Positive
This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit ~~>~ c: : c:. ,- c: 3-
Lr1mson Hexagon \[email protected] l IU
How and Why Best Buy Customers Shop at Amazon ...
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Consumers Trust Amazon To Fulfill Holiday Orders Vs. Best Buy
Long processing times and order cancellations frustrated Best Buy customers, peaking to 23% on Dec. 25. .----.........
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Did your recent product launch impact customer perception?
Innovative ,___
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'----- Good Value
Convcrs4Hton volume per cc1te~ory
The Apri l product launch dramatically changed overall brand perception. Posts casting our brand in an innovative light are now the leading source of brand
This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit ~~>~ c: : c:. ,- c: 3-
Lr1mson Hexagon \.OO JIO @OU.a l 1.:0
Was your TV spot successful in activating consumer interest?
Hiking
Biking
Climbing
Skiing
After the TV spot, brand conversion was five t imes more likely to come from people interested in hiking, bikin ,
This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit ~~>~ c: : c:. ·- c: 3-
L r1mson H exagon \[email protected] l 1 ~
Post Office
.. . a heritage brand, with over 370 years of service .
. . . Europe's largest retailer, with 11 ,500 branches nationwide -a large majority are franchises. 10 branch refurbishments a week .
.. . well visited, with over 20m customer visits and 47m transactions a week. Growing digitally too.
This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit goo 21'2vUg3~
Lr~mson Nexagon \.O OTIO@OUal 10
Social Insights within Post Office's wider business
We wtll broaden and rncrease our market presence across all
our products
We will deliver customer excellence -getting it right for our
customers
Business Go,als
We will offer a convenient service & consistent experience
every trme
Social Medi.a Go.als
Our employees will be engaged &
embody our values every day in
everything we do
Drive staff engagement and
To deliver on our Brand promises
consistently to keep us relevant for our
customers
Deliver timely, relevant, engaging
content based~n customer needs for our products
Enhance the I availability of our customer service
via social channels and
response times '---------'
Use insight to drive customer
centric decisions on improving service and
experience rn all channels
Reduce costs & improve
performance in
key business j areas (Resourcing
& Customer Service)
de~~~~~~~n~ through internal social platforms
Build Brand advocacy
throughout all audrences &
extend our reach
Social Mission
To make Post Office more relevant, accessible and transparent
This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit ~~>~ c: : ; . ·- c: 3-
Lr1mson Hexagon \[email protected] 11
Dashboard examples: brand measurements, product, competitors, content inspiration and campaign performance
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This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit ~~>~ c: : ; . __ c: 3-
Lr1mson Hexagon \[email protected] 10
How easy is it to send a parcel?
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Queue man.gement
PI'K~
Opening Hours
Other
Prohibited Good$
DeiM!ry
Website
. .. ; . . . . . .
• 7
21
72
16
• 5
• 6 - 11 -8 • 6 %
14%
• 6 %
This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit ~~>~ c: : c:. ·- c: 3-
Lr1m so n Hexagon \[email protected] 1~
Reporting to Ex co
a - Horizon story on BBC b - Marketing Team of the Year
c -Artwork Tweet d - Ofcom broadband story
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Tooyctlaneellor SOld u.e post o'!lce tO< 1bl >on less 111an n was " 'C<th and h.s best man ~ £36m If 1 was a tdm you would say "naaaaa•
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This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit ~~ ~ > c: ' ; . ·- c: 3-
L r1mson H exagon \.O [email protected] L U
Reporting to Ex co
Posotrw: G•oner.l I 3
Neg~tove 97
SUfi knowledge and serw:e I 3
Qutue m.1n.1g~ent - 23
PrKe • 7
Openong Hours - 11
Other I 2
Prohibited Goods - 15
Delivery - 23 0
Website - 13 •
. .. ' . . . ; . . . . . . . . This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit ~~>~ c: : ; . ·- c: 3-
Lr1mson Hexagon \[email protected] .(. 1
Taking action
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One staff member, queue of thirty+ at the @postoffice at Old St- so, about this privatisation thing .. #Eiection2015
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Ridiculous queue and hardly any staff working yet again in RoyaiMall post off1ce on Old Street Not raul! or starr, raul! or HO.
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Background
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PostOffice waiting for 15 minutes already at old street post office queue 1n front of me no one extra to help.
A high concentration of negative queue Tweets were observed
• . - • • • • . -
Action taken
1 hour after observing this trend , Head of Network was contacted , who made immediate interna l contact with their Network colleagues.
Outcome
By the next day, 40 additional hours of counter cover were added to the branch to serve 11 am-3pm and 2-6pm, times when those were Tweeting.
The Area Manager is also made other more plans around changing permanent hours customer to customer flow.
permanent to match
This presentation is from "How to Use Social Data for Key Business Decisions", a market ingfinder.co.uk webinar.
To find out more, or for the on-demand recording, visit ~~>~ c: : c:. ·- c: 3-
L r1m so n Hexagon \[email protected] .t.L
Rolling out a social media analytics platform
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••• ••• Crimson Hexagon Confld8nhal 24
Social Analytics is Diverging
Social Listening
Social Analytics
Social Insights for
the Enterprise
Social
:~: Crimson Hexagon • Strategy: Social Insights for the Enterprise
Strategy: End-to-End Social Platform
What's next for Social?
• Millennia! audiences: T umblr
• Image Analysis
• Face book Topic Data
• International Coverage: VK, Sina Weibo