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•  Fou...
The Power of Social Media•  Social Media is disruptive•  Social Media is dynamic•  Social Media changes everything for a b...
Company Overview5KINSHIP	  digital	  is	  a	  social	  media	  consultancy	  that	  specialises	  in	  understanding,	  de...
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutionsCORE	  VALUES	  REMAIN	  THE	  SA...
1.  Commitment: We care deeply about our employees, our customers, ourpartners and our community. Our word is our commitme...
OPERATIONAL	  EXCELLENCE	  INTERNAL(employees)EXTERNAL(customers, partners, media)THE SOCIAL BUSINESSSALES/REVENUECUSTOMER...
Take control. Succeed. Lead. It’s time to ask more of your Social Media.•  Is your Social strategy actively increasing the...
•  All social data streams•  Drilldown analysis•  Sentiment analysis•  Comparative Analysis•  Drilldown to influencers•  D...
10 Days @ Bunnings
Demographics
•  Buzz	  Graph	  reflects	  key	  words	  •  All	  Channels	  
KeyConversations•  Key	  Conversa9ons	  •  All	  Channels	  
Sentiment
Sentiment:Negative•  Nega9ve	  Conversa9ons	  •  All	  Channels	  
Sentiment:Positive•  Posi9ve	  Conversa9ons	  •  All	  Channels	  
TopBrandInfluencers:
Twitter•  Most	  Influen9al	  •  In	  TwiSer	  •  Detailed	  analysis	  of	  @rebeccamezzino	  on	  nex...
Who is Rebecca?
TopBrandInfluencers:
Blogs•  Most	  Influen9al	  •  In	  Blogs	  
TopBrandInfluencers:
Forums•  Most	  Influen9al	  •  In	  Forums	  
TopBrandInfluencers:
TraditionalNews•  Most	  Influen9al	  •  In	  Tradi9onal	  News	  
Bunnings versus Competitors
Bunnings by keyword•  Examining	  Bunnings	  data	  by	  keywords	  •  Staff	  =	  staff	  OR	  assistant	  OR	  help	  OR	 ...
Examining“Staff”
conversations•  Examining	  Bunnings	  data	  by	  Staff	  •  Staff	  =	  staff	  OR	  assistant	  OR	  help...
BrandProfanity
inFacebook
BrandProfanity
inTwitter
Youtube (Bunnings & other)
Deepdive – Youtube Planking
10Days@Mitre10
Advice for BunningsØ  Start ListeningØ  Assess and Research Social Channels (8 pointFramework):–  Develop SWOT–  Develop...
KINSHIP’s8PointSocial
BusinessFrameworkAssess	  Strategise	  Create	  Par9cipate	  Share	  Engage	  Protect	  Monitor	  So...
Par8cipa8ng	  Listening,	  establishing	  reputa9on	  (I’m	  one	  of	  you)	  Managed	  Listening,	  suppor9ng,	  buildin...
Different ObjectivesRela9onships	   Business	  Objec9ve	  Common	  Ac9vity	   Rela9onships	  Primary	  Purpose	  Social	  ...
Customer-Driven SupportDeliver	  beBer	  customer	  service	  experiences	  •  Deliver	  support	  to	  customers	  wherev...
Many Social Tools Available TodayAuthor(s)	  write	  ar9cles	  Users	  comment	  to	  author	  Engagement	  focus:	  On	  ...
Regular	  interac8on	  among	  members	  who	  are	  united	  by	  a	  common	  interest	  allows	  for	  rela8onships	  t...
Potential Value of Social Intelligence•  Crisis Management•  Reputation Management•  Project Monitoring•  Improve customer...
Our Partners
Our Customers
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutionsThe	  Founders	  of	  KINSHIP	  •...
Bunnings Big Social Data Analysis [Aug 2011] Media Monitoring
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Bunnings Big Social Data Analysis [Aug 2011] Media Monitoring

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An overview of Online Reputation Management (ORM) using Bunnings Hardware as a case Study

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Bunnings Big Social Data Analysis [Aug 2011] Media Monitoring

  1. 1. Bunnings and Big DataAug 11
  2. 2. iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutionsKINSHIP Overview
  3. 3. Agenda•  The Power of Social Media•  Who is KINSHIP?•  KINSHIP Solutions•  Bunnings Warehouse•  Partners•  Customers•  Founders of KINSHIP Group
  4. 4. 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
  5. 5. 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.    
  6. 6. iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutionsCORE  VALUES  REMAIN  THE  SAME  
  7. 7. 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
  8. 8. 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

  9. 9. 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
  10. 10. •  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  
  11. 11. 10 Days @ Bunnings
  12. 12. Demographics
  13. 13. •  Buzz  Graph  reflects  key  words  •  All  Channels  
  14. 14. KeyConversations•  Key  Conversa9ons  •  All  Channels  
  15. 15. Sentiment
  16. 16. Sentiment:Negative•  Nega9ve  Conversa9ons  •  All  Channels  
  17. 17. Sentiment:Positive•  Posi9ve  Conversa9ons  •  All  Channels  
  18. 18. TopBrandInfluencers:
Twitter•  Most  Influen9al  •  In  TwiSer  •  Detailed  analysis  of  @rebeccamezzino  on  next  slide  
  19. 19. Who is Rebecca?
  20. 20. TopBrandInfluencers:
Blogs•  Most  Influen9al  •  In  Blogs  
  21. 21. TopBrandInfluencers:
Forums•  Most  Influen9al  •  In  Forums  
  22. 22. TopBrandInfluencers:
TraditionalNews•  Most  Influen9al  •  In  Tradi9onal  News  
  23. 23. Bunnings versus Competitors
  24. 24. Bunnings by keyword•  Examining  Bunnings  data  by  keywords  •  Staff  =  staff  OR  assistant  OR  help  OR  service  
  25. 25. Examining“Staff”
conversations•  Examining  Bunnings  data  by  Staff  •  Staff  =  staff  OR  assistant  OR  help  OR  service  •  All  Channels  
  26. 26. BrandProfanity
inFacebook
  27. 27. BrandProfanity
inTwitter
  28. 28. Youtube (Bunnings & other)
  29. 29. Deepdive – Youtube Planking
  30. 30. 10Days@Mitre10
  31. 31. 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
  32. 32. KINSHIP’s8PointSocial
BusinessFrameworkAssess  Strategise  Create  Par9cipate  Share  Engage  Protect  Monitor  Social  Business  Framework  
  33. 33. 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  
  34. 34. Different ObjectivesRela9onships   Business  Objec9ve  Common  Ac9vity   Rela9onships  Primary  Purpose  Social  Networks   Online  Communi9es  Primary  Enabler  
  35. 35. 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  
  36. 36. 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  
  37. 37. 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  
  38. 38. 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
  39. 39. Our Partners
  40. 40. Our Customers
  41. 41. 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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