Social Media Monitoring - Best Practices

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This deck includes top 3 reasons Top Performers use Social Media Monitoring, top 3 tactics Top Performers use to maximize investment in Social Media Monitoring, most common challenge Top Performers face with Social Media Monitoring, top 5 Performance Metrics Top Performers use to measure Social Media Monitoring.

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Social Media Monitoring - Best Practices

  1. 1. Social Media MonitoringBenchmark Report<br />Key Findings Deck<br />Publication Date: 12/2010<br />1<br />
  2. 2. Insights and Best Practices from Top Performers<br />Top 3 reasons Top Performers use Social Media Monitoring<br />Top 3 tactics Top Performers use to outperform peers with Social Media Monitoring initiatives<br />Most common challenge Top Performers face with Social Media Monitoring<br />Top 6 Performance Metrics Top Performers use to measure the success of Social Media Monitoring initiatives<br />2<br />What’s In This Deck?<br />
  3. 3. Improve marketing effectiveness<br />Increase customer satisfaction<br />Generate customer insights <br />Reasons to Implement<br />3<br />*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.<br />**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.<br />
  4. 4. Identify and proactively engage with key influencers<br />Use consumer insights to drive new product/service development<br />Use consumer insights to protect brand reputation<br />Value Drivers<br />4<br />*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.<br />
  5. 5. Generating insights that are truly actionable<br />Tracking and measuring results<br />Instilling an organizational focus on the voice of the customer<br />Challenges<br />5<br />*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.<br />
  6. 6. Ratio of positive to negative sentiment<br />Volume of relevant conversation<br />Level of consumer engagement / brand advocacy<br />Marketing ROI<br />Customer advocacy Scores<br />Customer satisfaction scores<br />Performance Metrics<br />6<br />*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.<br />**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.<br />
  7. 7. Download the Full Benchmark Report for Free (with complete vendor landscape)<br />7<br />http://bit.ly/9NOuHn<br />
  8. 8. Gleansight: Customer Feedback Management<br />Gleansight: Online Customer Communities<br />Gleansight: Social Media Marketing<br />Related Research from Gleanster<br />8<br />

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