Tools to measure and monitor conversations online

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The Enterprise Technology Show is one of Africa's largest showcases of technology, social media, loyalty and customer engagement conferences. They requested me to speak on tools for customer engagement and how to spread word of mouth.

Slides and credits:

1. Source: somadjinn - http://www.rgbstock.com/photo/nGe37bg/Customs+Grunge+Sign

2. Contact details

3. Source: sundstrom - http://www.rgbstock.com/photo/mifpa8Y/Hammer+2

4. The challenges

5. William Edwards Deming quote

6. Trust result from an advertising survey

7. Nielsen report

8. Word of mouth survey

9. Hugh MacLeod: gapingvoid.com

10. Source: MeiTeng - http://www.rgbstock.com/photo/mC8UPmQ/Pancakes+2

11. Source: shortstack.com

12. Shortstack app overview

13. Dolan Auto Group social media campaign

14. Dolan results

15. Source: Lusi - http://www.rgbstock.com/photo/mhGu5Fy/funny+shadows

16. Source: By Lusi - http://www.rgbstock.com/photo/mhGtM2s/brainy+people

17. Source: By Charcoal - http://www.rgbstock.com/photo/nIMK48m/Blog+text

18. Grouphigh.com

19. Blogs are dead

20. Source: By Woodsy http://www.rgbstock.com/photo/2dzxTjW/Blog
21. Walmart moms

22. How Customer Advocacy works; a look at Walmart moms

23. Non-blogging influencers

24. Traackr.com platform outline

25. Traackr.com

26. 84% of people Trust word of mouth.

27. 85% of people take action from network recommendations

28.Create context and a platform

29. Source: florianric on Flickr -


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  • We create opportunities for the consumer to interact with the product or experience it
    We create opportunities for the consumer to discuss your product within their circle of trusted friends
  • We create opportunities for the consumer to interact with the product or experience it
    We create opportunities for the consumer to discuss your product within their circle of trusted friends
  • Tools to measure and monitor conversations online

    1. 1. Word of Mouth and Social Media Monitoring Tools
    2. 2. Mongezi Mtati @Mongezi www.wordstart.co.za mo@wordstart.co.za
    3. 3. Carpenters
    4. 4. What are the problems? 1. Listening and discover 2. Find influencers 3. Community-led messaging
    5. 5. “In God we trust. ” All others must bring data. – William Edwards Deming (statistician)
    6. 6. Trust 84% vs. 62% vs. 57% Nielsen
    7. 7. 85% Nielsen
    8. 8. 84% Trust 57%
    9. 9. Hugh MacLeod
    10. 10. Shortstack • • • • Facebook page apps Engage users Contests User votes and interaction
    11. 11. Dolan • 3 Weeks • $ 30 000
    12. 12. Results • 30 schools entered • 32 000 votes in 3 weeks • 105 000 new people invited to the page.
    13. 13. Happy kids •
    14. 14. Logic ? • They understood and got to know their customers better. Can you imagine how many cars they sold? • They got data that enabled better communication and grew their engaged audience. • They were able to engage multiple sets of influencers: – The schools who rallied children. – The children who involved parents – The broader communities who supported and voted for local schools.
    15. 15. Blog + magnifying glass
    16. 16. GroupHigh • Social research and SEO • Blogger engagement
    17. 17. Blogs are dead
    18. 18. Long Live!
    19. 19. Customer Advocacy
    20. 20. How it works • Authentic customer voices • Co-creation • Community driven brand advocacy
    21. 21. Influencers Beyond Blogs
    22. 22. • Engage with and understand customers • Understand what people saying
    23. 23. Traackr Overview • Who are your customers? • Influencers and customer decisions • Influencers by topic • Audience breakdown and your strategy
    24. 24. 84% Trust 57%
    25. 25. 85% take action
    26. 26. Create context and a platform
    27. 27. Choose the right tool Choose the right tool By: florianric
    28. 28. Mongezi Mtati @Mongezi www.wordstart.co.za mo@wordstart.co.za

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