Social Network Monitor

Can you hear customers in Social Networks?

Social Networks are not just for kids, they are the Canary in the coalmine

Some organisations get Uni Students to set-up blogs and corporate social networks. Some get I.T. to set-up them up.

Your web presence is a permanent record of your activities. Are these people qualified to be your voice?

Regardless, corporate Blogs don’t help you hear customers

Yes please! You want customer Feedback?

 Excellent  OK  Terrible Something like this?

Can’t find you
Won’t find you
Don’t care
But Customers….

Customers transmit their thoughts wherever they like… you have no control, and no way of knowing where or when they will transmit information about your Brand or product.

The new customer truth

Did you know myspace has 289,000 registrations per day?... 14,400 per hour

There are over 200,000,000 blogs

Even Grandma Blogs

7/10 of the worlds largest websites are Social Facebook has 28,000 Software Applications

Micro blogging is the new SMS… where people post short messages of 142 characters. Heard of Twitter? 142

Have you heard of all these Social Networks?

This customer made a comment about an airline

He has 115 followers. Followers are not necessarily ‘friends’ but people interested in what he has to say.

He is heard … and he’s giving great feedback

Some bloggers are heard by tens of thousands of people everyday

Like This one

I’ll tell Everyone I suggest I’m converted! When I’m heard…

It’s not a Spectator Sport

Talk Back

How do you keep up?

Monitor 1. Find your Customers online

… .. And filter the clutter

Process the feedback – what if the customer has a good idea ?
Communicate with the customer
Imagine their delight if you respond !
Imagine if the delighted customer told 30,000 people directly!

1 You need filtering algorithms

1 You need filtering algorithms 2 And human filtering

News Duplicates P-orn Irrelevancies Public Relations Misspelling Context To Filter……..

Show results like this… so the comments are updated LIVE, instantly accessible in your browser, with links to the original documents and posts

You access all results through a Website showing all comments about your brand.

You will be given links to a live summary website.

There is an option to also receive comments via email.

You can click links direct to the customer at any time. See an example of the summary report [click here].

Visit www.servingreason.com Or email [email_address] Or order directly [Download fax order form]

Acknowledgements can be found at http://www.servingreason.com/acknowledgements

http://www.slideshare.net	50
http://servingreason.com	27
http://www.phiblue.co.za	23
http://servingmatters.blogspot.com	6
http://www.servicewithpurpose.net	4
http://secretservicesolutions.com	3
url_unknown	2

Social Network Monitor

by Steven Di Pietro on Aug 20, 2008

Accessibility

Categories

Tags

Upload Details

Usage Rights

7 Embeds 115

Statistics

Social Network Monitor — Presentation Transcript