This document discusses how competitive intelligence can be gathered from social media. It describes how brands, customers, and competitors active on social media can be considered "players" and how their posts, comments, and other actions can be monitored. Key metrics for different social media channels like YouTube are presented to analyze player performance, including conversation rates, amplification, and applause rates. The purpose of analyzing this social media intelligence is to detect anomalies, track competition, and identify opportunities or threats to improve business success.
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Culho in brief
• Family owned vessel for serial entrepreneurship
• Run by Aarne Ylä-Rotiala
– Left Nokia 2006, several startups: Lekane, Arwind, Lupaus,
Rokuli
• Emphasis is on developing great software
• Some metrics project started in 2011
– Starting point : HSE pro gradu thesis tooling
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Smart actions
Brands
Punters
Consumers
Customers
Competitors
External events
Social Media –
Rich and evolving landscape
Twitter
Facebook
Youtube
Google+
Instagram
Vimeo
Geography
Demographics
Market share
Local, regional, global
Risers
Losers
Winners
Threats
Opportunities
Partners and their value
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Players
• Brands, punters etc appear in social media as
”Players”
• A player is a tweeter, facebook page, youtube
account etc
– Fazer is a Player, so is Toblerone
– Pepsi and Coca Cola are Players
• New Players appear fast – social media has
practically no barriers of entry.
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Actions and reactions
• Players play and consumers react and respond
– Tweets are commented, liked, shared, 1+d,
retweeted
– New tweets, comments, posts are made about
Players
• Consumers have the power to ignore, amplify,
critisize, comment on Player activities
– Most industrious become Players
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Intelligence questions
• Who are the Players?
• Are there new Players?
• Where is the money?
– Look at tweeter Inc – what is the point of Social Media?
– Does it generate Economic Value for you?
– Are you falling behind?
• Is someone in my chosen segment / geography / industry
rising ”too fast for comfort”?
• Player v.s. Player – performance comparisons
• Events and Player progress – do they correlate?
– Impact of marketing campaings?
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How to get to Smart Action?
• Players, actions, actors, channels – lots of detail. Why?
• To Detect Anomalies
– Suprises – new competition, consumer sentiment, unforeseen events
• To Track the Competition
– The enemy you know – what are they up to?
– Is competition doing something different, better, worse?
• To Track your plans
– How is your progress re plans? Better or worse?
– Your plans, progress and expected progress of others – are you
gaining, or are you being left behind?
– Are execution and impact aligned – how is your bang for buck?
• The purpose is to improve the odds of success.
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Loads of metrics
• Conversation Rate
– How much does your audience talk about you ?
– # of Audience Comments (or Replies) Per Post
• Amplification
– How much is your audience repeating your message?
– # of reruns by your audience, e.g. # of Retweets Per Tweet
• Applause Rate
– How much do they like you?
– # of Favorite Clicks Per Post
• Economic Value
– What is the impact on top, bottom line?
– How to track the competition?
– How to maintain the consumer / customer interest?
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Intelligence in Social Media
• Social Media is
– Global
– Does not depend on gender, age, income bracket
– Aggregates easily, has great network effects
• Competitive and Business Intelligence
– Target markets (regions, countries, cities)
– Demographics and market segmentation
– Identify competition, trace value chains, track partners
– Alert about surprises (good or bad) as early as possible
Advanced query, data mining and tracking mechanisms
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How to find Surprises
• Advanced query engine looks for
– Fast rises and falls – all rapid change is relevant
– New entrants
– Consolidated and per channel speed
• Speed and rate of change (acceleration)
– Relative speed – Actor v.s Actor / ref group
• Outliers, ”leaders of the pack”
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Youtube details – II
Fazer Angry Birds; M&M’s faint.
Note – M&M peak 1200, Fazer 450.000.
Which is better? Did either generate €ur?
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Youtube details – so what?
• Applause 0,011% v.s. 0,11%
– Economic value generated?
– Expense – €/like?
– Return on advertizing expense – positive or negative?
• Who to compare with?
– What is ”good enough for now”?
– Who does Fazer want to beat?
– How to measure that competitive setting?
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Next – action
• Meaningful metrics and analysis
• SaaS service
• Integration points
• Pilot scope and duration
Contact info:
Aarne Ylä-Rotiala
040 844 3355 aarne.yla-rotiala@culho.com