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 -

Business Technology

Word of Mouth
and
Social Media
Monitoring Tools

Mongezi Mtati
@Mongezi
www.wordstart.co.za

mo@wordstart.co.za

What are the problems?
1. Listening and discover
2. Find influencers
3. Community-led messaging

“In God we trust.
”

All others must bring data.
–
William Edwards Deming
(statistician)

Shortstack
•
•
•
•

Facebook page apps
Engage users
Contests
User votes and interaction

Results
• 30 schools entered
• 32 000 votes in 3 weeks
• 105 000 new people invited to the
page.

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.

GroupHigh

• Social research and SEO
• Blogger engagement

• Engage with and understand customers
• Understand what people saying

Traackr Overview
• Who are your customers?
• Influencers and customer decisions
• Influencers by topic
• Audience breakdown and your
strategy

Choose the right tool

Choose the right tool

By: florianric

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Business storytelling: key ingredients to a story

GKohler - Retail Scavenger Hunt Presentation

Tools to measure and monitor conversations online

1. Word of Mouth and Social Media Monitoring Tools

2. Mongezi Mtati @Mongezi www.wordstart.co.za mo@wordstart.co.za

3. Carpenters

4. What are the problems? 1. Listening and discover 2. Find influencers 3. Community-led messaging

5. “In God we trust. ” All others must bring data. – William Edwards Deming (statistician)

6. Trust 84% vs. 62% vs. 57% Nielsen

7. 85% Nielsen

8. 84% Trust 57%

9. Hugh MacLeod

10.

11.

12. Shortstack • • • • Facebook page apps Engage users Contests User votes and interaction

13. Dolan • 3 Weeks • $ 30 000

14. Results • 30 schools entered • 32 000 votes in 3 weeks • 105 000 new people invited to the page.

15. Happy kids •

16. 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.

17. Blog + magnifying glass

18. GroupHigh • Social research and SEO • Blogger engagement

19. Blogs are dead

20. Long Live!

21. Customer Advocacy

22. How it works • Authentic customer voices • Co-creation • Community driven brand advocacy

23. Influencers Beyond Blogs

24. • Engage with and understand customers • Understand what people saying

25. Traackr Overview • Who are your customers? • Influencers and customer decisions • Influencers by topic • Audience breakdown and your strategy

26. 84% Trust 57%

27. 85% take action

28. Create context and a platform

29. Choose the right tool Choose the right tool By: florianric

30. Mongezi Mtati @Mongezi www.wordstart.co.za mo@wordstart.co.za

Editor's Notes

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

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