Social IntelligenceBeth LaPierreCLO: Social Intelligence + Analytics
The management and analysis of customer data from social sources, usedto activate and recalibrate marketing and CRM progra...
Social Intelligence: In VOCUNSOLICITED  SOLICITED               STRUCTURED       UNSTRUCTURED                            3...
Social Intelligence: In the PLC
Social Intelligence: Planning  VISION: An integrated, customer-centric view, marrying the science  (analytics) and the sou...
Social Intelligence: Process  1. Identify questions that will address customer pain points and align     with top business...
Social Intelligence: Model
The collection, measurement, analysis and reporting of social media dataSection Oneto measure, optimize and recalibrate ma...
Social Analytics: Examples
Social Analytics: Examples
Social Analytics: Examples                             YouTube                             Facebook                       ...
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Defining Social Intelligence

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Defining Social Intelligence

  1. 1. Social IntelligenceBeth LaPierreCLO: Social Intelligence + Analytics
  2. 2. The management and analysis of customer data from social sources, usedto activate and recalibrate marketing and CRM programs, to uncoverSection Oneinsights and opportunities to achieve business objectives.Social Intelligence
  3. 3. Social Intelligence: In VOCUNSOLICITED SOLICITED STRUCTURED UNSTRUCTURED 3 3
  4. 4. Social Intelligence: In the PLC
  5. 5. Social Intelligence: Planning VISION: An integrated, customer-centric view, marrying the science (analytics) and the soul (insights) of digital data. MISSION: Accelerate the pace and quality of customer insights and feedback in order to build deeper customer relationships and improve strategic decision-making. OBJECTIVES: Use digital data from across the organization to generate actionable insights that are: 1. linked to business strategy 2. easy for internal teams to understand and act on 3. can be embedded into organizational processes
  6. 6. Social Intelligence: Process 1. Identify questions that will address customer pain points and align with top business objectives 2. Capture and aggregate data + information 3. Identify and close information gaps with additional data (call center, secondary research, etc.) 4. Analyze information and data to generate insights that identify opportunities, uncover risks and improve customer experience 5. Disseminate insights according to stakeholder needs 6. Measure impact of implemented changes
  7. 7. Social Intelligence: Model
  8. 8. The collection, measurement, analysis and reporting of social media dataSection Oneto measure, optimize and recalibrate marketing programs and initiativesthat utilize social channels.Social Analytics
  9. 9. Social Analytics: Examples
  10. 10. Social Analytics: Examples
  11. 11. Social Analytics: Examples YouTube Facebook Blogs Twitter .com YouTube Facebook Blogs Twitter .com YouTube Facebook Blogs Twitter .com

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