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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 -


Published in: Business, Technology
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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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