• Save
Defining Social Intelligence
Upcoming SlideShare
Loading in...5
×
 

Defining Social Intelligence

on

  • 226 views

 

Statistics

Views

Total Views
226
Views on SlideShare
226
Embed Views
0

Actions

Likes
0
Downloads
0
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Defining Social Intelligence Defining Social Intelligence Presentation Transcript

  • Social IntelligenceBeth LaPierreCLO: Social Intelligence + Analytics
  • 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
  • Social Intelligence: In VOCUNSOLICITED SOLICITED STRUCTURED UNSTRUCTURED 3 3
  • Social Intelligence: In the PLC
  • 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
  • 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
  • Social Intelligence: Model
  • The collection, measurement, analysis and reporting of social media dataSection Oneto measure, optimize and recalibrate marketing programs and initiativesthat utilize social channels.Social Analytics
  • Social Analytics: Examples
  • Social Analytics: Examples
  • Social Analytics: Examples YouTube Facebook Blogs Twitter .com YouTube Facebook Blogs Twitter .com YouTube Facebook Blogs Twitter .com