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Matt HodsonMarketing Director-Health Care Credit Union
   Why do I need to monitor?“Companies that resolve customer complaints via socialmedia platforms like Twitter and Facebo...
   Why do I need to monitor?    ◦ Executive acceptance    ◦ Proves the need    ◦ Shows benefits   Gives competitive inte...
   Market Research    ◦ What are they saying?    ◦ Product Interest    ◦ Consumer sentiment   Business development    ◦ ...
   How do I monitor?    ◦ Tools        search.twitter.com        technorati.com        Google Blog search        soci...
   Word on the Tweet?    ◦ Are they talking about your products/services?
   Word on the Tweet?    ◦ Are they talking about your products/services?    ◦ Do they have a complaint?
   Word on the Tweet?    ◦ Are they talking about your products/services?    ◦ Do they have a complaint?    ◦ Are the emp...
   Word on the Tweet?    ◦   Are they talking about your products/services?    ◦   Do they have a complaint?    ◦   Are t...
   How do I reply?    ◦ Reply like a human, not a robot
   How do I reply?    ◦ Reply like a human, not a robot    ◦ Don’t take offense to replies
   How do I reply?    ◦ Reply like a human, not a robot    ◦ Don’t take offense to replies    ◦ Stay objective, or it wil...
   How do I reply?    ◦   Reply like a human, not a robot    ◦   Don’t take offense to replies    ◦   Stay objective, or ...
Matt Hodsonmatthodson@myhccu.org@Matthodbit.ly/MAC2012SM
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
Social Media Monitoring - MAC 2012 Conference
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Social Media Monitoring - MAC 2012 Conference

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A "How-To" on setting up free social media monitoring tools to help you get the most out of your budget and time online. This presentation was originally given at the Marketing Association of Credit Unions' 2012 conference in Seattle, WA on 5/30/2012.

Published in: Business, Technology
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Social Media Monitoring - MAC 2012 Conference

  1. 1. Matt HodsonMarketing Director-Health Care Credit Union
  2. 2.  Why do I need to monitor?“Companies that resolve customer complaints via socialmedia platforms like Twitter and Facebook see 21% moresales...” -Inc“One in five shoppers now turn to social media to file acomplaint before calling the company itself.”
  3. 3.  Why do I need to monitor? ◦ Executive acceptance ◦ Proves the need ◦ Shows benefits Gives competitive intelligence ◦ Know your competition ◦ Know exactly what they are doing
  4. 4.  Market Research ◦ What are they saying? ◦ Product Interest ◦ Consumer sentiment Business development ◦ New business capture ◦ SEG development
  5. 5.  How do I monitor? ◦ Tools  search.twitter.com  technorati.com  Google Blog search  socialmention.com  Google Alerts  Yelp
  6. 6.  Word on the Tweet? ◦ Are they talking about your products/services?
  7. 7.  Word on the Tweet? ◦ Are they talking about your products/services? ◦ Do they have a complaint?
  8. 8.  Word on the Tweet? ◦ Are they talking about your products/services? ◦ Do they have a complaint? ◦ Are the employees talking about us?
  9. 9.  Word on the Tweet? ◦ Are they talking about your products/services? ◦ Do they have a complaint? ◦ Are the employees talking about us? ◦ Are your SEGs on Twitter?
  10. 10.  How do I reply? ◦ Reply like a human, not a robot
  11. 11.  How do I reply? ◦ Reply like a human, not a robot ◦ Don’t take offense to replies
  12. 12.  How do I reply? ◦ Reply like a human, not a robot ◦ Don’t take offense to replies ◦ Stay objective, or it will show through
  13. 13.  How do I reply? ◦ Reply like a human, not a robot ◦ Don’t take offense to replies ◦ Stay objective, or it will show through ◦ Be original
  14. 14. Matt Hodsonmatthodson@myhccu.org@Matthodbit.ly/MAC2012SM

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