The document discusses how social intelligence can help businesses connect with customers through social media. It explains that social networks are changing how businesses engage with customers. It also provides examples of how social analytics can help a bank understand customer needs, identify influencers, and engage customers across multiple online channels to improve marketing and build loyalty.

2. Social Intelligence : Connecting consumers to brands Your brands are what friends talking at Social Networks and not what your Marketing publishing/ writing about. Consumers wants a VIP Experience with their favorite brands. How being liked can lead to potential customers and help retain their loyalty later.

3. The Social Organization Traditional business processes Often hierarchal and siloed, but critical to business goals and success Product Mkting Sales Services Corporate Strategy Information Systems Human Resources Finance & Administration Unstructured social interactions that streamline communication, enhance relationships, etc. Social organizations Transformed business processes that improve productivity, efficiencies & revenue growth Services

4. Social Media- Foundation for Collective Wisdom

5. 1 2 3 4 5 Social Intelligence: Enabling Business in The New Normal

6. Social Networks is changing the way Business connect with customers What Banking needs to know today. How can I engage with my customer, understand their needs and link this to our value-add services? Who is creating content and influencing the “conversations” about our: Products, pricing, promotions, marketing, and advertising? Competitors pricing, products, and promotions? How do we compare with the competition? Terminology associated with brand and image, quality, campaigns Who are the key authors, influencers, and content creators? What URL/ domains are most active blogs, micro-blogs, twitter, posting photos, and posting videos? What is the sentiment? Is it good, bad, good and bad, or neutral? Social media isn’t a choice anymore – it’s a business transformation tool.” Natalie Petouhoff, Forester Research

7. Today’s Customers…Multiple Sources, Multiple Channels… Connected Listen and Learn Engage & Respond Connect & Grow Omni-channel touch-points – store, online, social networks, mobile, games Flexibility: engage across channels Personalized experience, contextual Social shopping Build brand awareness Build customer loyalty Feed ideation and innovation Micro-marketing Be part of the community Social analytics research Get input from friends on social networks Competitive Intelligence Contact Intelligence

8. Social Intelligence across the organization Create competitive advantages Know the voice of the people across channels Ideas and innovation inform decision making Review analysts report Publish / subscribe to content and authors Governed process to moderate social dialog knowledge sharing across communities Continuously monitor unstructured content Collaborate with business owners Prepare and publish findings Monitor campaign performance Adjust campaign strategies across channels Quickly source and promote ideas and innovation across communities of practice SR Executive Subject Matter Experts Marketing & Research Functional Team Customer Services (Sales, Marketing, HR) Analysts

9. Applying Social Analytics – Example Banking Banking Encompass a variety of financial products Deposit accounts, consumer loans, home loans, tailored accounts, credit/ debit cards, ATM, demat facilities, money market accounts, wealth management, Forex trading Online bill payments, transfer of funds, certified payment May also include cross-selling in insurance and financial markets Mutual funds, securities Need Banks need to attract customer, understand their needs, map their needs to the right services Initial Assumptions Customers needs are difficult to identity as we do not have access to really know them well unless they visit our facilities

10. Connecting our customers to the right products Apply BI 2.0 Social Analytics to Leverage Social Media more effectively “ Listen” by reading the online content “chatter” Identify demographics that are creating the most content about specific products and services Create customer-focused messages around our products Engage with the customer online within communities forums “ Learn” The sites, blogs, forums that are most active around your products More than comparing interest rates, compare what people relate in terms of overall services The people who are influencing the conversation and why The ideas, suggestion, opinions, relevant to cross-selling financial products and services “ Engage” Interact online with key influencers Learn to “chat”, micro-blog (tweet) at the right time Be part of the group and community Use Social Analytics to identify the right audience and focus marketing campaigns

11. Social Media Listening and Response Center Pre-purchase Anytime, anywhere Multi-channel – store, online, social networks, mobile, games Flexibility: buy online, pickup in store Personalized experience, contextual Sales, Promotions, newsletters Professional communities Business to community, write reviews, contribute ideas Use of devices shop and research Get input from friends on social networks Read reviews, ratings, experiences Compare prices, search coupons Purchase On-going contact Next generation Contact Center Social Media growing constantly Exponential increases in customer “touch-points” Providing the integration need to know your customer

12. Analyzing consumers interests- Facebook

13. Analyzing consumers segments

14. Analyzing consumers segments

15. Analyzing consumers segments

16. Analyzing consumers segments

17. Analyzing consumers segments

18. Analyzing consumers segments

19. Leveraging social networks to grow your business Enables marketing messages reach to most potential consumer segments Helps to create messages aligned to consumers interests Helps to change product designs and even supply in alignment with market sentiments Keep consumer engaged with product brands while delivering personalized experience Helps to make CRM operations more efficient & effective Can fuel new product innovations by allowing consumers to participate in product design ideas