Bunnings Big Social Data Analysis [Aug 2011] Media Monitoring
Bunnings and Big DataAug 11
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutionsKINSHIP Overview
Agenda• The Power of Social Media• Who is KINSHIP?• KINSHIP Solutions• Bunnings Warehouse• Partners• Customers• Founders of KINSHIP Group
The Power of Social Media• Social Media is disruptive• Social Media is dynamic• Social Media changes everything for a business• Sales, Marketing, Service• Human Resources• Product Management • Channels• Processes• Organisational Models
Company Overview5KINSHIP digital is a social media consultancy that specialises in understanding, developing and protec9ng its clients’ reputa9on, brands, businesses and people in Social Media.
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutionsCORE VALUES REMAIN THE SAME
1. Commitment: We care deeply about our employees, our customers, ourpartners and our community. Our word is our commitment and we will alwaysact with integrity and transparency.2. Creative Passion: Dedication and devotion are at the heart of every greatidea and we value creativity, not just productivity.3. Relentless: An unparalleled focus on the success of our customers; alwaysworking to co create value. The customer experience is at the centre ofeverything we do.4. Inspiration: Our greatest asset is our exceptional talent with a bias foraction. The ability to see solutions no one else sees, to dream of innovations noelse conceives, and to create a future no one else can. Kinship places its mission as "building successful social enterprises" for its clients and pledges to use these values to guide that mission. @Michae1Green"Our Values
OPERATIONAL EXCELLENCE INTERNAL(employees)EXTERNAL(customers, partners, media)THE SOCIAL BUSINESSSALES/REVENUECUSTOMER ADVOCACYPRODUCT FEEDBACKCOMMUNITY ENGAGEMENTCUSTOMER/SALES SUPPORTCUSTOMER SATISFACTIONCOLLABORATIONKNOWLEDGE SHARINGSOCIAL ENABLEMENTPROCESS IMPROVEMENTPRODUCT INNOVATIONEMPLOYEE ADVOCACYSOCIAL BRAND 1243The Stakeholder Ecosystem Value Creation Model
Take control. Succeed. Lead. It’s time to ask more of your Social Media.• Is your Social strategy actively increasing the value of your business? • Is it measureable? Predictable? Responsive? • Do you know exactly what’s working, and what isn’t? • Do you have a clear view of who’s talking about your business, andwhat’s being said?• Do you have an accurate, comprehensive and up-to-the-minute viewof what your competitors are up to? 9
• All social data streams• Drilldown analysis• Sentiment analysis• Comparative Analysis• Drilldown to influencers• Drilldown to sources• Slice and dice• Periodic reporting –weekly, bi weekly,monthly, real timeSocial Media Monitoring Services
Advice for BunningsØ Start ListeningØ Assess and Research Social Channels (8 pointFramework):– Develop SWOT– Develop Social Strategy and business case– Implement Social Tactics within Managed Community– ParticipateØ Develop “owned” Social Community
KINSHIP’s8PointSocial BusinessFrameworkAssess Strategise Create Par9cipate Share Engage Protect Monitor Social Business Framework
Par8cipa8ng Listening, establishing reputa9on (I’m one of you) Managed Listening, suppor9ng, building reputa9on, marke9ng The Social Ecosystem Owned Listening, suppor9ng, building rela9onships, collabora9ng External Communi9es Closed Network Internal Communi9es Copyright 2011 Telligent. All rights reserved. Example: customer communi9es Example: channels, members Example: Intranets, communi9es of prac9ce Wikis
Different ObjectivesRela9onships Business Objec9ve Common Ac9vity Rela9onships Primary Purpose Social Networks Online Communi9es Primary Enabler
Customer-Driven SupportDeliver beBer customer service experiences • Deliver support to customers wherever they are, at any 9me • Iden9fy dissa9sﬁed customers quickly and take ac9on • Simplify online search while improving SEO Increase support eﬃciency & scalability • Increase agent produc9vity with community-‐generated content • Communicate service updates in real 9me across channels • Empower “super users” to deliver help to peers online Advance product idea8on & monitor service performance • Crowd source ideas and acknowledge customer contribu9ons • Uncover vola9le topics and measure sen9ment • Monitor the impact of employee engagement
Many Social Tools Available TodayAuthor(s) write ar9cles Users comment to author Engagement focus: On the author Variety of people edit the content of a single piece of content Engagement focus: On the content Variety of people publish comments on speciﬁc topics or ques9ons Engagement focus: On the topic Individuals publish ﬁles, picture, or video for users to comment on Engagement focus: On the media Individually, these tools do not equal community
Regular interac8on among members who are united by a common interest allows for rela8onships to be formed Bunnings Communities EnableRelationships Member to Member Collabora8on Owned Communi8es
Potential Value of Social Intelligence• Crisis Management• Reputation Management• Project Monitoring• Improve customer service• Competitor intelligence• Partner intelligence• Improve product and service development• Improve target marketing• Grow revenue• Deﬂect costs• Improve Customer Loyalty• Policy or initiative review
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutionsThe Founders of KINSHIP • All Cerﬁed Strategists in Social Media • All have more than 20 years business experience in IT and industry
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