iGo2 OverviewiGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions
AgendaØ  The Power of Social MediaØ  Who is iGo2?Ø  iGo2 SolutionsØ  Bunnings WarehouseØ  PartnersØ  CustomersØ  Fo...
The Power of Social MediaØ  Social Media is disruptiveØ  Social Media is dynamicØ  Social Media changes everything for ...
Who is iGo2 Group?   iGo2	  is	  a	  Social	  Business	  product	  and	  services	  company.	  iGo2	  helps	  organisa9ons...
iGo2 Focus Areas  Strategy	  :	  formula9ng	  policy	  and	  strategy	  through	  researching	  your	  brand,	  customers,...
Social	  Media	  Monitoring	                                             Services	  •    All social data streams•    Drill...
10 Days @ Bunnings
Demographics
•  Buzz	  Graph	  reflects	     key	  words	  •  All	  Channels	  
Key Conversations                    •  Key	  Conversa9ons	                      •  All	  Channels	  
Sentiment
Sentiment: Negative                      •  Nega9ve	                           Conversa9ons	                        •  All...
Sentiment: Positive                      •  Posi9ve	                           Conversa9ons	                        •  All...
Top Brand Influencers:       Twitter                         •  Most	  Influen9al	                           •  In	  TwiEer...
Who is Rebecca?
Top Brand Influencers:                         •  Most	  Influen9al	          Blogs                         •  In	  Blogs	  
Top Brand Influencers:       Forums                         •  Most	  Influen9al	                           •  In	  Forums	  
Top Brand Influencers:  Traditional News                         •  Most	  Influen9al	                           •  In	  Tr...
Bunnings versus Competitors
Bunnings by keyword•  Examining	     Bunnings	  data	  by	     keywords	  •  Staff	  =	  staff	  OR	     assistant	  OR	  he...
Examining “Staff” conversations                    •  Examining	                         Bunnings	  data	  by	            ...
Brand Profanity in Facebook
Brand Profanity   in Twitter
Youtube (Bunnings & other)
Deepdive – Youtube Planking
10 Days @ Mitre 10
Advice for BunningsØ  Start ListeningØ  Assess and Research Social Channels (8 point    Framework):   –    Develop SWOT ...
Assess	                                        Monitor	                     Strategise	  Business FrameworkiGo2’s 8 Point ...
The	  Social	  Ecosystem	                                                                     Wikis	  Par6cipa6ng	  Listen...
Different Objectives Social	  Networks	                                  Online	  Communi9es	  Rela9onships	              ...
Customer-Driven Support  Deliver	  beBer	  customer	  service	  experiences	    •  Deliver	  support	  to	  customers	  wh...
Many Social Tools Available Today      Author(s)	  write	  ar9cles	                                           Variety	  of...
Bunnings Communities Enable                             Relationships                                 Owned	  Communi6es	 ...
Potential Value of Social IntelligenceØ  Crisis ManagementØ  Reputation ManagementØ  Project MonitoringØ  Improve cust...
Our Partners
Our Customers
The	  Founders	  of	  iGo2	  Group	         Ø  All	  Cer4fied	  Strategists	  in	  Social	  Media	          Ø  All	  have...
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Social Intelligence a case for Bunnings Hardware

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This overview shows why organisations like Bunnings (B2C) must Listen and build their own communities to engage and support customers.

Not to mention the kids planking in their stores.

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Social Intelligence a case for Bunnings Hardware

  1. 1. iGo2 OverviewiGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions
  2. 2. AgendaØ  The Power of Social MediaØ  Who is iGo2?Ø  iGo2 SolutionsØ  Bunnings WarehouseØ  PartnersØ  CustomersØ  Founders of iGo2 Group
  3. 3. The Power of Social MediaØ  Social Media is disruptiveØ  Social Media is dynamicØ  Social Media changes everything for a business –  Sales, Marketing, Service –  Human Resources –  Product Management –  Channels –  Processes –  Organisational Models
  4. 4. Who is iGo2 Group? iGo2  is  a  Social  Business  product  and  services  company.  iGo2  helps  organisa9ons  like  yours  leverage   the  power  of  Social  Media  and  Networks  through  relevant,  focused  and  business  oriented  solu9ons.   We  assist  to  connect  you  with  your  markets  and  customers;    convert  your  social  data  to  business   intelligence    and  manage  your  Social  Media  presence  for  maximum  impact.   Whether  your  business  is  already  ac9ve  in  Social  Media  –  but  needs  to  do  it  beEer  –  or  whether  you   are  just  star9ng  out,  iGo2  can  provide  everything  from  consultancy  to  a  complete  tailored  solu9on.  Ø  A holistic approach to Corporate Social MediaØ  All members are Certified Strategists in Social MediaØ  Utilise proven methodologies for : –  Social Media Assessments –  Social Media Strategy Development –  Social Media Programs and ROI –  Channel Empowerment through Social Media
  5. 5. iGo2 Focus Areas Strategy  :  formula9ng  policy  and  strategy  through  researching  your  brand,  customers,  partners  and  compe9tors  Tac9cs:  building  your  social  presence  and  integra9ng  to  your  business  processes;  training    and  empowering  employees   and  partners.  Intelligence:  monitoring,  collec9ng,  and  analyzing   social  data  to  make  informed  and  agile    business  and  policy   decisions.   Tools:  delivering,  installing,  suppor9ng  and    integra9ng   best  of  breed  products  for  u9lising  the  social  web    
  6. 6. Social  Media  Monitoring   Services  •  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 time
  7. 7. 10 Days @ Bunnings
  8. 8. Demographics
  9. 9. •  Buzz  Graph  reflects   key  words  •  All  Channels  
  10. 10. Key Conversations •  Key  Conversa9ons   •  All  Channels  
  11. 11. Sentiment
  12. 12. Sentiment: Negative •  Nega9ve   Conversa9ons   •  All  Channels  
  13. 13. Sentiment: Positive •  Posi9ve   Conversa9ons   •  All  Channels  
  14. 14. Top Brand Influencers: Twitter •  Most  Influen9al   •  In  TwiEer   •  Detailed  analysis  of   @rebeccamezzino   on  next  slide  
  15. 15. Who is Rebecca?
  16. 16. Top Brand Influencers: •  Most  Influen9al   Blogs •  In  Blogs  
  17. 17. Top Brand Influencers: Forums •  Most  Influen9al   •  In  Forums  
  18. 18. Top Brand Influencers: Traditional News •  Most  Influen9al   •  In  Tradi9onal  News  
  19. 19. Bunnings versus Competitors
  20. 20. Bunnings by keyword•  Examining   Bunnings  data  by   keywords  •  Staff  =  staff  OR   assistant  OR  help   OR  service  
  21. 21. Examining “Staff” conversations •  Examining   Bunnings  data  by   Staff   •  Staff  =  staff  OR   assistant  OR  help   OR  service   •  All  Channels  
  22. 22. Brand Profanity in Facebook
  23. 23. Brand Profanity in Twitter
  24. 24. Youtube (Bunnings & other)
  25. 25. Deepdive – Youtube Planking
  26. 26. 10 Days @ Mitre 10
  27. 27. Advice for BunningsØ  Start ListeningØ  Assess and Research Social Channels (8 point Framework): –  Develop SWOT –  Develop Social Strategy and business case –  Implement Social Tactics within Managed Community –  ParticipateØ  Develop “owned” Social Community
  28. 28. Assess   Monitor   Strategise  Business FrameworkiGo2’s 8 Point Social Social   Protect   Business   Create   Framework   Engage   Par9cipate   Share  
  29. 29. The  Social  Ecosystem   Wikis  Par6cipa6ng  Listening,  establishing  reputa9on  (I’m  one  of  you)  Managed  Listening,  suppor9ng,  building  reputa9on,  marke9ng   External   Communi9es  Owned   Closed  Network  Listening,  suppor9ng,  building  rela9onships,  collabora9ng   Example:  customer  communi9es   Internal   Example:  channels,  members   Communi9es   Example:  Intranets,  communi9es  of  prac9ce   Copyright  2011  Telligent.  All  rights  reserved.  
  30. 30. Different Objectives Social  Networks   Online  Communi9es  Rela9onships   Business  Objec9ve   Primary  Purpose   Primary  Enabler   Common  Ac9vity   Rela9onships  
  31. 31. Customer-Driven Support Deliver  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  idea6on  &  monitor  service   performance   •  Crowd  source  ideas  and  acknowledge  customer   contribu9ons   •  Uncover  vola9le  topics  and  measure  sen9ment   •  Monitor  the  impact  of  employee  engagement  
  32. 32. Many Social Tools Available Today Author(s)  write  ar9cles   Variety  of  people  edit  the  content  of   Users  comment  to  author   a  single  piece  of  content   Engagement  focus:  On  the  author   Engagement  focus:  On  the  content   Individually,   these  tools  do   not  equal   community  Variety  of  people  publish  comments   Individuals  publish  files,  picture,  or   on  specific  topics  or  ques9ons   video  for  users  to  comment  on   Engagement  focus:  On  the  topic   Engagement  focus:  On  the  media  
  33. 33. Bunnings Communities Enable Relationships Owned  Communi6es  Regular  interac6on  among  members  who   are  united  by  a   common  interest   allows  for  rela6onships  to  be   formed   Member  to  Member     Collabora6on    
  34. 34. Potential Value of Social IntelligenceØ  Crisis ManagementØ  Reputation ManagementØ  Project MonitoringØ  Improve customer serviceØ  Competitor intelligenceØ  Partner intelligenceØ  Improve product and service developmentØ  Improve target marketingØ  Grow revenueØ  Deflect costsØ  Improve Customer LoyaltyØ  Policy or initiative review
  35. 35. Our Partners
  36. 36. Our Customers
  37. 37. The  Founders  of  iGo2  Group   Ø  All  Cer4fied  Strategists  in  Social  Media   Ø  All  have  more  than  20  years  business   experience  in  IT  and  industry  iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions
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