Successfully reported this slideshow.

Bunnings Big Social Data Analysis [Aug 2011] Media Monitoring

2

Share

Loading in …3
×
1 of 42
1 of 42

More Related Content

Related Books

Free with a 14 day trial from Scribd

See all

Bunnings Big Social Data Analysis [Aug 2011] Media Monitoring

  1. 1. Bunnings and Big Data Aug 11
  2. 2. iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions KINSHIP Overview
  3. 3. Agenda •  The Power of Social Media •  Who is KINSHIP? •  KINSHIP Solutions •  Bunnings Warehouse •  Partners •  Customers •  Founders of KINSHIP Group
  4. 4. The Power of Social Media •  Social Media is disruptive •  Social Media is dynamic •  Social Media changes everything for a business •  Sales, Marketing, Service •  Human Resources •  Product Management •  Channels •  Processes •  Organisational Models
  5. 5. Company Overview 5 KINSHIP  digital  is  a  social  media  consultancy  that   specialises  in  understanding,  developing  and   protec9ng  its  clients’  reputa9on,  brands,   businesses  and  people  in  Social  Media.    
  6. 6. iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions CORE  VALUES  REMAIN  THE  SAME  
  7. 7. 1.  Commitment: We care deeply about our employees, our customers, our partners and our community. Our word is our commitment and we will always act with integrity and transparency. 2.  Creative Passion: Dedication and devotion are at the heart of every great idea and we value creativity, not just productivity. 3.  Relentless: An unparalleled focus on the success of our customers; always working to co create value. The customer experience is at the centre of everything we do. 4.  Inspiration: Our greatest asset is our exceptional talent with a bias for action. The ability to see solutions no one else sees, to dream of innovations no else conceives, and to create a future no one else can.   Kinship  places  its  mission  as  "building  successful  social  enterprises"  for  its  clients  and   pledges  to  use  these  values  to  guide  that  mission.     @Michae1Green" Our Values
  8. 8. OPERATIONAL   EXCELLENCE   INTERNAL (employees) EXTERNAL (customers, partners, media) THE SOCIAL BUSINESS SALES/REVENUE CUSTOMER ADVOCACY PRODUCT FEEDBACK COMMUNITY ENGAGEMENT CUSTOMER/SALES SUPPORT CUSTOMER SATISFACTION COLLABORATION KNOWLEDGE SHARING SOCIAL ENABLEMENT PROCESS IMPROVEMENT PRODUCT INNOVATION EMPLOYEE ADVOCACY SOCIAL  BRAND   1 2 4 3 The Stakeholder Ecosystem 
 Value Creation Model

  9. 9. Take control. Succeed. Lead. It’s time to ask more of your Social Media. •  Is your Social strategy actively increasing the value of your business? •  Is it measureable? Predictable? Responsive? •  Do you know exactly what’s working, and what isn’t? •  Do you have a clear view of who’s talking about your business, and what’s being said? •  Do you have an accurate, comprehensive and up-to-the-minute view of what your competitors are up to? 9
  10. 10. •  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 Social  Media  Monitoring   Services  
  11. 11. 10 Days @ Bunnings
  12. 12. Demographics
  13. 13. •  Buzz  Graph  reflects   key  words   •  All  Channels  
  14. 14. KeyConversations •  Key  Conversa9ons   •  All  Channels  
  15. 15. Sentiment
  16. 16. Sentiment:Negative •  Nega9ve   Conversa9ons   •  All  Channels  
  17. 17. Sentiment:Positive •  Posi9ve   Conversa9ons   •  All  Channels  
  18. 18. TopBrandInfluencers:
 Twitter •  Most  Influen9al   •  In  TwiSer   •  Detailed  analysis  of   @rebeccamezzino   on  next  slide  
  19. 19. Who is Rebecca?
  20. 20. TopBrandInfluencers:
 Blogs •  Most  Influen9al   •  In  Blogs  
  21. 21. TopBrandInfluencers:
 Forums •  Most  Influen9al   •  In  Forums  
  22. 22. TopBrandInfluencers:
 TraditionalNews •  Most  Influen9al   •  In  Tradi9onal  News  
  23. 23. Bunnings versus Competitors
  24. 24. Bunnings by keyword •  Examining   Bunnings  data  by   keywords   •  Staff  =  staff  OR   assistant  OR  help   OR  service  
  25. 25. Examining“Staff”
 conversations •  Examining   Bunnings  data  by   Staff   •  Staff  =  staff  OR   assistant  OR  help   OR  service   •  All  Channels  
  26. 26. BrandProfanity
 inFacebook
  27. 27. BrandProfanity
 inTwitter
  28. 28. Youtube (Bunnings & other)
  29. 29. Deepdive – Youtube Planking
  30. 30. 10Days@Mitre10
  31. 31. Advice for Bunnings Ø  Start Listening Ø  Assess and Research Social Channels (8 point Framework): –  Develop SWOT –  Develop Social Strategy and business case –  Implement Social Tactics within Managed Community –  Participate Ø  Develop “owned” Social Community
  32. 32. KINSHIP’s8PointSocial
 BusinessFramework Assess   Strategise   Create   Par9cipate   Share   Engage   Protect   Monitor   Social   Business   Framework  
  33. 33. Par8cipa8ng   Listening,  establishing  reputa9on   (I’m  one  of  you)   Managed   Listening,  suppor9ng,  building   reputa9on,  marke9ng   The  Social  Ecosystem   Owned   Listening,  suppor9ng,   building  rela9onships,   collabora9ng   External   Communi9es   Closed  Network   Internal   Communi9es   Copyright  2011  Telligent.  All  rights  reserved.   Example:  customer  communi9es   Example:  channels,  members   Example:  Intranets,  communi9es  of  prac9ce   Wikis  
  34. 34. Different Objectives Rela9onships   Business  Objec9ve   Common  Ac9vity   Rela9onships   Primary  Purpose   Social  Networks   Online  Communi9es   Primary  Enabler  
  35. 35. 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  idea8on  &  monitor  service   performance   •  Crowd  source  ideas  and  acknowledge  customer   contribu9ons   •  Uncover  vola9le  topics  and  measure  sen9ment   •  Monitor  the  impact  of  employee  engagement  
  36. 36. Many Social Tools Available Today Author(s)  write  ar9cles   Users  comment  to  author   Engagement  focus:  On  the  author   Variety  of  people  edit  the  content  of   a  single  piece  of  content   Engagement  focus:  On  the  content   Variety  of  people  publish  comments   on  specific  topics  or  ques9ons   Engagement  focus:  On  the  topic   Individuals  publish  files,  picture,  or   video  for  users  to  comment  on   Engagement  focus:  On  the  media   Individually,   these  tools  do   not  equal   community  
  37. 37. Regular  interac8on   among  members  who   are  united  by  a   common  interest   allows  for   rela8onships  to  be   formed   Bunnings Communities Enable Relationships Member  to  Member     Collabora8on     Owned  Communi8es  
  38. 38. Potential Value of Social Intelligence •  Crisis Management •  Reputation Management •  Project Monitoring •  Improve customer service •  Competitor intelligence •  Partner intelligence •  Improve product and service development •  Improve target marketing •  Grow revenue •  Deflect costs •  Improve Customer Loyalty •  Policy or initiative review
  39. 39. Our Partners
  40. 40. Our Customers
  41. 41. iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions The  Founders  of  KINSHIP   •  All  Cer'fied  Strategists  in  Social  Media   •  All  have  more  than  20  years  business  experience   in  IT  and  industry  

×