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How to win friends and influence people using Big Data


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Presentation to the Web 3.0: Investigating the Future of Social Media conference 25-27 June 2012 Sydney. This presentation explores how to leverage Big Data for your company or brand; why it's important to capture and analyse structured and unstructured data; and how "Voice of the Customer" platforms can improve social listening & customer experience.

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How to win friends and influence people using Big Data

  1. 1. Web 3.0: Investigating The Future of Social MediaSydney Tue 26 June 2012 How to Win Friends and Influence People Using Big DataDarren SharpSenior ConsultantResonate Solutions+61 (0)419 314 655Twitter:@dasharp
  2. 2. Resonate Solutions • Managed online communities • Closed-loop feedback programs – NPS • Social Media Monitoring & Analysis • Social Media Strategy
  3. 3. Six Ways to Make People Like You1. Become genuinely interested in other people.2. Smile.3. Remember that a persons name is, to that person, the sweetest and most important sound in any language.4. Be a good listener. Encourage others to talk about themselves.5. Talk in terms of the other persons interest.6. Make the other person feel important – and do it sincerely.
  4. 4. “In the post-commercial society, consumption becomes one of the most important ways of expressing views and values…buying a product is no longer a result of identification with a brand but a vote for the producer” Tom Beckman, Executive Creative Director, Prime, June 2012
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  6. 6. Managing the flood of Big Data in Digital Marketing
  7. 7. How much data is createdevery minute?• 2 million Google queries• 684,478 pieces of content shared by Facebook users• 100,000 tweets• 27,778 Tumblr blog posts• 3,600 Instagram photos• Over 200 million emails• 571 new websites created
  8. 8. Web 3.0 – Filtering Social StreamsNova Spivack• Social streams are quickly becoming key drivers for how content on the Web is found.• But how are things found in social streams? It turns out existing search engines, like Google, are not well- suited for searching the stream.• The ability to filter the stream for just those subsets of messages you actually care about is going to be absolutely essential in coming years.
  9. 9. Drowning in the Stream – new challenges for a new Web, Nova Spivack
  10. 10. How to swim in the stream of customer data? Branded Online Communities Facebook Contact Centre Surveys Forums Blogs Twitter Customer Emails
  11. 11. ResonateCustomer insight & action platform – across all customer feedback… Customer Experience Monitor Collect Act Discover Improve email twitter blogs Customer Data NPS comments structured forum unstructured COMPLAINTS identity surveys voting facebook Anon. contact centre transcript voice to text Enterprise Data
  12. 12. Qual + Quant = ValueWhat is being said… In what context…
  13. 13. SwiftRiver’s Goals• SwiftRiver empowers non-profits, NGOs, governments, who wish to speed up the processing of data during emergency events.• It enables the filtering and verification of real-time data from channels like Twitter, SMS, Email and RSS feeds.
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  16. 16. Summary• Buying a product has become a vote for the producer• Be a good listener. Encourage your customers to talk about themselves• Big Data has arrived. There’s an exponential increase in the amount of data being produced
  17. 17. Summary• Your ability to filter The Stream is going to be absolutely essential in the years to come• Are you capturing unstructured data - what people are saying about your brand online?• What are you doing with this data to improve your business?
  18. 18. Don’t try this…
  19. 19. Thanks!Darren SharpSenior Consultant, Community (0)419 314 Communities. Collaboration.