SlideShare a Scribd company logo
Data:%The%untapped%
opportunity%for%social%media%
Founders Forum for Good 17th April 2014
Social%and%customer%
data%analy7cs%
Social%media%
data%strategy%
Ideas%for%remarkable%
customer%experiences%
Social%CRM%design%and%
implementa7on%
Real%7me%
business%insight%
+%
A%bit%about%Byte%London%
Who%are%Comufy?%%
“Experts in delivering
engagement,
conversion and long-term ROI
from Social App communities”
Established 2009 & Independent
Initial Facebook PMD
Unique Social CRM focus
The%social%media%hype%cycle%%Visibility
Time
Peak of
Inflated
Expectations
Technolog
y
Trigger
Trough of
Disillusionmen
t
Slope of
Enlightenment
Plateau of
Productivity
Based%upon%the%Gartner%Hype%Cycle%
Inflated%expecta7ons%
Trough%of%disillusionment%
Trough%of%disillusionment%
Data%
The%social%media%hype%cycle%%Visibility
Time
Based%upon%the%Gartner%Hype%Cycle%
We#need#to#
do#social#
We#need#
to#fix#social#
We#need#returns#
from#social#
We#need#to#
scale#returns#
from#social#
By#looking#at#the#data#you#
can#make#small#improvements#
RSPB%is%achieving%engagement%
well%above%the%UK%average.%
0.000%
0.200%
0.400%
0.600%
0.800%
1.000%
1.200%
1.400%
1.600%
AverageEngagementRate
Sources: Facebook, 27 Feb – 26 Mar 2014,
GMT; Social Bakers UK Report February 2014
UK average
Asthma%UK%should%look%into%pos7ng%more%
in%the%aOernoons%on%Facebook.%
-
1
2
3
4
5
0.000%
0.500%
1.000%
1.500%
2.000%
2.500%
3.000%
3.500%
4.000%
Midnight
1am
2am
3am
4am
5am
6am
7am
8am
9am
10am
11am
Noon
1pm
2pm
3pm
4pm
5pm
6pm
7pm
8pm
9pm
10pm
11pm
Posts
Averageengagementrate
RSPB%should%consider%twee7ng%more%at%the%
beginning%of%the%week%and%on%the%weekend.%
-
5
10
15
20
25
30
35
0.000%
0.005%
0.010%
0.015%
0.020%
0.025%
0.030%
0.035%
Monday
Tuesday
Wednesd
ay
Thursday
Friday
Saturday
Sunday
Posts
Averageengagementrate
The%Eden%Project%should%focus%on%morning%
updates%and%post%less%in%evenings.%
-
1
2
3
4
5
6
7
8
9
10
11
12
0.000%
0.200%
0.400%
0.600%
0.800%
1.000%
1.200%
1.400%
1.600%
1.800% Midnig
ht
1am
2am
3am
4am
5am
6am
7am
8am
9am
10am
11am
Noon
1pm
2pm
3pm
4pm
5pm
6pm
7pm
8pm
9pm
10pm
11pm
Posts
Averageengagementrate
By#thinking#differently#about#data#
you#can#make#large#improvements#
Thinking%differently%about%social%data%
Most%businesses%look%at%
social%data%in%terms%of;%
We%look%at%social%
data%in%terms%of;%
Engagement
(likes, comments, shares)
Reach
Traffic to their website
Ability to create
personalisation
Ability to create loyalty
Ability to drive revenue
What%if….%
RSPB
Get a Swallow Pin
Hi Olive,
Donate now and get
a free swallow pin…
What%if….%
Asthma UK
Guess how much we raised?
Hi Olive,
We thought we’d share the great
news with you. We raised a record-
breaking £500,000 in the 2013
marathon. Thanks to all our
supporters.
For more information, go to
www.asthma.org.uk
There%are%thousands%of%social%
interac7ons%each%month.%
Asthma%UK% RSPB% Eden%Project%
Likes% Comments% Shares%
15%%
15%%
70%% 85%% 78%%
16%%9%%
6%%
6%%
Asthma%UK% RSPB% Eden%Project%
Favourites% Replies% Retweets%
69%%
13%%
18%% 37%% 25%%
64%%53%%
10%%
11%%
Interac7ons%per%month%
Asthma%UK% 3,111%
RSPB% 38,394%
Eden%Project% 9,974%
Social%media%marke7ng%AND%Social%CRM%
+%
+%
+%
Engaging%
anonymous%
followers%
Engaging%iden7fied%
customers,%prospects,%
influencers%&%advocates%%
Reaching%groups%
of%followers%on%
earned%channels%%
Developing%direct%
rela7onships%through%owned%
&%earned%channels%
Content%marke7ng% Loyalty%marke7ng%
Iden7ty%is%key%
Consumers%are%willing%to%share%
their%data%if%it%delivers%benefits%
Data collection methods strongly influence how
consumers feel about sharing online.
Attitudes regarding sharing data are driven by personality,
rather than demographics.
People are less comfortable when they feel they are passively
“tracked,” as opposed to actively “sharing” their information.
55% appreciate when companies tailor their offers.
Source:%Mastercard’s%How%global%consumers%think%
about%their%data%Online%/%Janrain%%
Easier%registra7on%
Social%login%
Easier%checkout% Easier%reviews% Easier%engaged%
30i50%%
improvement%in%
site%registra7ons%
Improve%
conversion%rates%
by%as%much%
as%50%%
10x%as%many%
product%reviews%
vs.%tradi7onal%
users%
51%%increase%
in%marketable%
email%addresses%
Source:%Janrain%%
Social%login%gives%us%an%iden7ty%around%
which%we%can%build%personalisa7on%
Once people have logged in with their social
ID we have an identity and can access data
around which we can build personalisation.
Onsite% Direct%Comms% Paid%Media%
Dynamic%
personalised%
content%
Email%
Social%&%in%app%
no7fica7ons%
Improved%media%
targe7ng%(custom%
audiences)%
Avoid%lasticlick%alribu7on%error%Last%Click%Mul7itouch%Alribu7on%
Source: 2008 Atlas Institute paper on Engagement Mapping
Messaging%and%tone%is%key%
Different%networks%deliver%different%data%%
Email
Name
Birthday
Age
Gender
Locale
Country
City
Timezone
Hometown
Languages
Photo
Interests
Activities
Likes
Address
Phone
Relationship status
Facebook%
Acquisi7on% Engagement%&%Reten7on% Conversion%
Facebook%Marke7ng%Elements%
Facebook%Ads%
Iden7ty%is%key%
Facebook%login%op7ons%
Facebook%login%op7ons%
Facebook%provides%a%significant%
amount%of%data%(but%we%don’t%want%it%all)%%
Basic info Specially Permissioned
Data
Extended permission
. Full Facebook name
- First name
- Middle name
- Last name
. Profile picture
. Gender
. Facebook language
. Facebook country
. Number of Friends
Email address
. About Me section of the user
. Activities of the user
. Date of birth
. Education history
. Events they will attend
. List of groups the user is a member of
. Hometown
. Interests of the user
. Likes of the user
. Location of the user listed on Facebook
. Notes of the user
. Photos of the user
. Questions asked by the user
. User’s family relationships
. User’s personal relationships and
relationship status
. User’s relationship preferences
. Religious views
. Political views
. Access to user’s status messages
. User check-ins
. Videos uploaded by the user
. Videos the user is tagged in
. User’s website URL
. Employment history
Access to user’s created friend lists
. Access to read user’s Facebook inbox
. Searchable access to all posts in user’s
News Feed
. Manage ads and call the Facebook Ads
API on behalf of a user
. Create and modify events on the user's
behalf
. Create and edit the user's friend lists.
. Access to user's online/online presence
. Access to user's friend's online/online
presence
. Check-in on behalf of user
. Post content, comments, and likes to a
user's stream and to stream of user's
friends
. RSVP to events on the user's behalf
. Publish to the Open Graph using Built-in
Actions, Achievements, Scores, or
Custom Actions
. Post and retrieve game achievement
activity
. See what music the user has listened to
. See what news the user has read
. See what videos the user has viewed
Reality%bites%
Do%you%broadcast%
and%spam?%
The%reiengagement%effect%
Targeted%marke7ng%is%the%key%
•  Create relevant target segments
•  Adapt in app content
•  Adapt and respond to customer behaviour
•  Create a personalised customer journey
Example%marke7ng%segmenta7on%
Targeted%marke7ng%is%the%key%
Targeted%marke7ng%is%the%key%
1. 1st welcome message
give reason to engage
2. Follow-on Drip campaign
multi layered engagement
5 days duration, regular messages
Build a suitable Drip
campaign with the right
touch-points
Ac7vate%users%and%build%a%habit%
Welcome%Campaign%
Welcome%Campaign%
Reiac7va7on%
Mobile%push%no7fica7ons%
Facebook%no7fica7ons%
Acquisi7on% Comufy%Social%Engagement%&%Reten7on% Conversion%
Comufy%customer%flow%
Create Lookalike
Audience for
targeting
Deliver appropriate
media placement
Closing%the%social%loop%
•  Ads tracking on individual basis
•  In App tracking
•  Conversion tracking
•  Virality tracking
Measurement%is%key%
Web Analytics
Facebook Ads
Tag passed
Conversion details
retrieved
Conversion%tracking%
Tag passed
Facebook Application
Tag passed
Re-Engagement Tracking
Message
sending
Tracking
Social%ROI%
Cost#of#Acquisi<on#
Sum#of#value#of#
recorded#outcomes#
Customer#Social#ROI##
The%social%media%hype%cycle%%Visibility
Time
Based%upon%the%Gartner%Hype%Cycle%
We#need#to#
do#social#
We#need#
to#fix#social#
We#need#returns#
from#social#
We#need#to#
scale#returns#
from#social#
Breaking%out%of%the%social%jail%
Breaking%out%of%the%social%jail%
Email%
Single%Customer%View%
Stores% Call%Centre% EiCommerce%
BI%Layer%
Mainstream%Marke7ng%Engine%
Fully%integrated%social%
Email%
Single%Customer%View%Database%
Stores% Call%Centre% EiCommerce%
BI%Layer%
5%Top%Tips%
58
5%top%7ps% %
1.  Make social data capture a strategic objective
2.  Think about data value exchange
3.  Go from anonymous followers to identified
individuals
4.  Test personalisation
5.  How do measure ROI
59
jamie@bytelondon.com
02071129176
follow @bytelondon
phil@comufy.com
02033933294
follow @comufy
Ques7ons%&%Discussion%

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