Marshall Sponder presented on synthesizing social media analytics using Synthesio. He discussed challenges in implementing analytics, identifying stakeholders and use cases, and selecting the right platforms. Synthesio was presented as a full-service platform that can address consumer research, PR monitoring, and social campaigns use cases. It was shown to provide brand analysis, sentiment analysis, market research and competitive insights through features like influencer identification and international monitoring. A case study of Accor Hotels using Synthesio was discussed, showing how it helped increase customer satisfaction and online reputation through customized dashboards and cross-analysis of social and internal data.
In business, the Listening Gap includes all the different ways we fail to listen to the customer to understand their needs and wants. Research is a way to overcome the listening gap. In this presentation, I look at social media as a way to engage in “service failure detection & service failure recovery.” This presentation focuses on what is the listening gap, monitoring by using social media, customer decision journey, how to analyze how a company is listening, and tools companies use to listen. The modern art exhibit the Listening Post by Mark Hansen and Ben Rubin on display at the London Science museum is showcased to discuss how people communicate on the Internet and further analysis pulls it all together to show that today we are in a new age where ordinary people can communicate in extraordinary ways - it's up to company's to listen to their customers to find out how to satisfy wants and needs.
3 reasons digital marketing executives should revisit thier social strategyBryan Rusche
A few months ago, I was Director of Marketing at a SaaS startup. Social wasn't a big part of my overall go to market strategy. Since joining Hootsuite, I dug into the latest trends and these are the three that really stuck out for me as things I didn't understand, but wish I had.
Let me know if you have questions or thoughts about anything here. I've kept it short and tight and hopefully scannable so you get value in just a few minutes. The sort of value that's a seed planted that gets you thinking about the right things.
Optimizing press release headlines is the single most important search engine optimization (SEO) technique that can be applied by public relations and other communications professionals.
An introduction-level guide on social listening. This class will take you through the a) three elements of social listening; b) the four "action checklist" items to find out what sort of action to take after a social listening activity; and c) what it takes to make social listening work for you and your business.
Please share on Twitter, LinkedIn, and/or Facebook if you found it useful! Free to use, with attribution for non-commercial purposes, no derivatives permitted.
The Public Sector: Using social to understand citizen needs and inform agency...Brandwatch
Our latest report examines the online activity of the public sector, providing meaningful benchmarks, insights and social strategies to explain the current state of social and political conversations. Specifically, the report includes:
- The Public Sector Social Index, evaluating 49 public sector agencies around the world across five important factors
- Research on the online relationship between agencies and audiences
- Sector-level and agency-level demographic analyses
- Specific use cases using sentiment and category analyses to reveal trends and diagnose crises
Learn how to gain insights into what people think of your brand in order to devise a strategy that will resonate with customers. Laura Powers shares valuable information about Cisco's social listening program and how they use it to engage customers and drive business growth.
The NEWs Cycle
There used to be something called a “news cycle” in which any story had a beginning and an end. But in this age of instant communication, citizen journalism and social technologies, media is being created, distributed and consumed in ways never imagined.
Learn how people get, create and distribute news,
and how people interact with media, from breaking
TV news to Google search to Facebook. Learn how
personal brand-driven journalism is changing audience loyalty and how Foursquare and augmented reality will shape the future of journalism.
This presentation was given by David Erickson & Natalie Wires of Tunheim Partners (http://tunheim.com ) for the Associated Collegiate Press' National College Summer Journalism Workshops held at the University of Minnesota on July 23, 2010.
David Erickson blogs at http://e-StrategyBlog.com and can be found on Twitter at http://twitter.com/derickson
Natalie Wires blogs at http://NatalieWires.com and can be found on Twitter at http://twitter.com/nataliewires
Part 2 - Social Media Strategies 201 at Seattle's School of Visual Conceptssocial3i
Part 2 of the workshop on Social Media, delivered by Social3i to the School of Visual Concepts in May 2011. This section, by Xavier Jimenez, included information on social media analytics and measurement programs, and also included a conversation with the Social Media team from RealNetworks' Reality Nation.
The WOMMA Influencer Guidebook is a practitioner’s resource intended to address the needs of the association membership.This is not an update to the 2008 WOMMA Influencer Handbook - this is a complete rewrite taking into context not only how much the digital and social landscape has
changed, but also the nuance and sophistication of the now ubiquitous practice of influencer marketing.
trnd is a proud member of the WOMMA since 2006.
Best Practices for Secure Enterprise Social Media DeploymentsSprinklr
Deploying Social Media at Enterprise Scale requires a different set of priorities for compliance, governance, and risk. If you are looking for best practices as it relates to how global companies are deploying social at scale, this checklist should help.
Sprinklr has helped global brands with implementations in over 50 countries. We’ve assembled some best practices in an easy checklist for those concerned with issues around compliance, governance, and risk.
The Social Outlook, the first report of its kind, presents insights, benchmarks and consumer trends at an unprecedented scale.
- The Social Industries Index
- Social engagement benchmarks
- Consumer & audience insights
- Industry-specific spotlights
Social Media for the Equipment Finance CompanySuzanne Henry
A presentation on how an equipment finance and leasing company may use social media and social networking for marketing and communications purposes. Findings from original grant research conducted in summer 2010 are included.
Analytics for Musicians - Presentation to Chamber Music America - December 2n...Marshall Sponder
This presentation covers the kind of data that can be collected and how it might be used to promote the local and online following of Classical and Jazz Musicians.
In particular, we take a tour of some of the more exotic enhancements in Google Analytics combined with Geo-Location that I have become found of lately.
The work in this course also draws on the work I do at Baruch College Zicklin School of Business, where I am a Lecturer Faculty - much of the work I present has been informed by students who helped to pull the data around certain of the slides.
Finally, the need to develop the assessments also draws upon the Rutgers University Social Media for the Arts.
This deck does a nice job of blending the thinking behind the teachings I've done in both places, and is a true synthesis.
In business, the Listening Gap includes all the different ways we fail to listen to the customer to understand their needs and wants. Research is a way to overcome the listening gap. In this presentation, I look at social media as a way to engage in “service failure detection & service failure recovery.” This presentation focuses on what is the listening gap, monitoring by using social media, customer decision journey, how to analyze how a company is listening, and tools companies use to listen. The modern art exhibit the Listening Post by Mark Hansen and Ben Rubin on display at the London Science museum is showcased to discuss how people communicate on the Internet and further analysis pulls it all together to show that today we are in a new age where ordinary people can communicate in extraordinary ways - it's up to company's to listen to their customers to find out how to satisfy wants and needs.
3 reasons digital marketing executives should revisit thier social strategyBryan Rusche
A few months ago, I was Director of Marketing at a SaaS startup. Social wasn't a big part of my overall go to market strategy. Since joining Hootsuite, I dug into the latest trends and these are the three that really stuck out for me as things I didn't understand, but wish I had.
Let me know if you have questions or thoughts about anything here. I've kept it short and tight and hopefully scannable so you get value in just a few minutes. The sort of value that's a seed planted that gets you thinking about the right things.
Optimizing press release headlines is the single most important search engine optimization (SEO) technique that can be applied by public relations and other communications professionals.
An introduction-level guide on social listening. This class will take you through the a) three elements of social listening; b) the four "action checklist" items to find out what sort of action to take after a social listening activity; and c) what it takes to make social listening work for you and your business.
Please share on Twitter, LinkedIn, and/or Facebook if you found it useful! Free to use, with attribution for non-commercial purposes, no derivatives permitted.
The Public Sector: Using social to understand citizen needs and inform agency...Brandwatch
Our latest report examines the online activity of the public sector, providing meaningful benchmarks, insights and social strategies to explain the current state of social and political conversations. Specifically, the report includes:
- The Public Sector Social Index, evaluating 49 public sector agencies around the world across five important factors
- Research on the online relationship between agencies and audiences
- Sector-level and agency-level demographic analyses
- Specific use cases using sentiment and category analyses to reveal trends and diagnose crises
Learn how to gain insights into what people think of your brand in order to devise a strategy that will resonate with customers. Laura Powers shares valuable information about Cisco's social listening program and how they use it to engage customers and drive business growth.
The NEWs Cycle
There used to be something called a “news cycle” in which any story had a beginning and an end. But in this age of instant communication, citizen journalism and social technologies, media is being created, distributed and consumed in ways never imagined.
Learn how people get, create and distribute news,
and how people interact with media, from breaking
TV news to Google search to Facebook. Learn how
personal brand-driven journalism is changing audience loyalty and how Foursquare and augmented reality will shape the future of journalism.
This presentation was given by David Erickson & Natalie Wires of Tunheim Partners (http://tunheim.com ) for the Associated Collegiate Press' National College Summer Journalism Workshops held at the University of Minnesota on July 23, 2010.
David Erickson blogs at http://e-StrategyBlog.com and can be found on Twitter at http://twitter.com/derickson
Natalie Wires blogs at http://NatalieWires.com and can be found on Twitter at http://twitter.com/nataliewires
Part 2 - Social Media Strategies 201 at Seattle's School of Visual Conceptssocial3i
Part 2 of the workshop on Social Media, delivered by Social3i to the School of Visual Concepts in May 2011. This section, by Xavier Jimenez, included information on social media analytics and measurement programs, and also included a conversation with the Social Media team from RealNetworks' Reality Nation.
The WOMMA Influencer Guidebook is a practitioner’s resource intended to address the needs of the association membership.This is not an update to the 2008 WOMMA Influencer Handbook - this is a complete rewrite taking into context not only how much the digital and social landscape has
changed, but also the nuance and sophistication of the now ubiquitous practice of influencer marketing.
trnd is a proud member of the WOMMA since 2006.
Best Practices for Secure Enterprise Social Media DeploymentsSprinklr
Deploying Social Media at Enterprise Scale requires a different set of priorities for compliance, governance, and risk. If you are looking for best practices as it relates to how global companies are deploying social at scale, this checklist should help.
Sprinklr has helped global brands with implementations in over 50 countries. We’ve assembled some best practices in an easy checklist for those concerned with issues around compliance, governance, and risk.
The Social Outlook, the first report of its kind, presents insights, benchmarks and consumer trends at an unprecedented scale.
- The Social Industries Index
- Social engagement benchmarks
- Consumer & audience insights
- Industry-specific spotlights
Social Media for the Equipment Finance CompanySuzanne Henry
A presentation on how an equipment finance and leasing company may use social media and social networking for marketing and communications purposes. Findings from original grant research conducted in summer 2010 are included.
Analytics for Musicians - Presentation to Chamber Music America - December 2n...Marshall Sponder
This presentation covers the kind of data that can be collected and how it might be used to promote the local and online following of Classical and Jazz Musicians.
In particular, we take a tour of some of the more exotic enhancements in Google Analytics combined with Geo-Location that I have become found of lately.
The work in this course also draws on the work I do at Baruch College Zicklin School of Business, where I am a Lecturer Faculty - much of the work I present has been informed by students who helped to pull the data around certain of the slides.
Finally, the need to develop the assessments also draws upon the Rutgers University Social Media for the Arts.
This deck does a nice job of blending the thinking behind the teachings I've done in both places, and is a true synthesis.
Scaling online and hybrid training rutgers university 1-14-15 submittedMarshall Sponder
Presenting this deck at the Online and Hybrid Learning Conference (January 14 and 15, 2015) at NJIT and Rutgers.
My presentation in on Wednesday afternoon, January 14th, https://onlinelearning.rutgers.edu/ruonline2015/scaling-online-and-hybrid-courses-effective-design-and-rubrics
Merging Geo Social Data & web analytics at the Metropolitan Museum of ARTMarshall Sponder
Using public data and platforms such as Geofeedia (to mine the public Instagram and Twitter postings at the Metropolitan Museum of Art), together with StatSocial (a tool for Twitter Follower Analysis) I was able to come up with a very unique approach to Analytics and Storytelling for the MET.
As I'm a sustaining member of the Metropolitan Museum of Art, I really love the museum, its my favorite place, and also a place of RESEARCH.
Christopher Bingham, Crimson Hexagon: Better Algorithms from Bigger DataClaire Willett
Often, analyzing more and more data doesn’t improve your results: you just make the same mistakes at a larger scale. Crimson Hexagon CTO Christopher Bingham discusses several techniques that leverage the quantity of data, increasing accuracy as you scale. Big data can thus lead to better analysis–not just bigger analysis.
At Sprinklr's #SocialatScale Summit on August 20, 2013, Heather Read of DuPont's social media team provided 3 simple steps of to design and build interesting and engaging social media content.
Brandwatch Vizia Webinar: US 25th Sept 2013Brandwatch
These are the slides used in our Brandwatch Vizia US webinar held on 25th September 2013, hosted by Eve Sangenito and Seb Hempstead. More info here: http://www.brandwatch.com/brandwatch-vizia/
You are dumb at the internet. You don't know what will go viral. We don't either. But we are slighter less dumber. So here's a bunch of stuff we learned that will help you be less dumb too.
How Museums use Niche Networks for Content Marketing, #LikeableU Cultural Art...Susan Halligan
LikeableU panel: how the American Museum of Natural History, the Museum of Modern Art and the Metropolitan Museum of Art use niche social media channels for branding, content marketing and engagement
Connecting with Today's Prospective Students - Christina Jenkins and Ira Amil...LinkedIn
Originally presented during EducationConnect 2015 on 10/15/15 in NY, Christina Jenkins, Director Global Research, LinkedIn and Ira Amilhussin, Sr. Marketing Manager, LinkedIn, unveil new research the prospective student mindset.
Social CRM: Turning the buzz word into an integrated part of your strategyFabio De Bernardi
Social CRM is a big challenge for 'traditional' CRM professionals and the automotive industry is one of those which can benefit from it the most. Social CRM has already become an empty buzz word too, and the goal of the presentation is to give an idea of what can be achieved and which departments can benefit from investing in it.
Given the buzz and data, social media has generated over recent times, we feel that Germin8 Social Listening will be able to add a great deal of value to brands.
These could be in the areas of:
Reputation Monitoring/ Management
Campaign Analysis- pre and post sentiments analysis
Industry or category Research & Competition Tracking
Lead Generation
Brand & Product Insights/Image
Consumer Attitude & Behavior
Adverse Event Monitoring & Crisis Management
Online Reputation Management
Addressing Top CEO Priorities through Social Media Marketing and MetricsJacques Pavlenyi
Presented at the August 21 2012 Business Marketing Association's Southern California Chapter meeting. The world is changing - becoming more social, even in traditionally conservative B2B. B2B marketing is maturing, with social leading to more measurable successes. But taking b2b social media marketing to the next level is easier than you might think. This presentation hopes to help you:
-- Understand how to better align social media marketing with key strategic initiatives
-- Learn how to focus on the social metrics that matter
-- See applicable examples of real b2b social media marketing benefits
These views are my own and do not represent those of my employer.
Social media analytics for the pr industry Mexico City 5-24-12Marshall Sponder
Here's my presentation to a conference that happened in Mexico City this week. I don't have the url of the conference but I was asked to pre-record it (which is up on my blog and in YouTube). Here's the deck by itself.
Introduction into Social Media and Social Media AnalyticsDr Matt McDougall
An introduction to social media and the measurement platforms of social media analytics. Some interesting examples of social media gone wrong and some other examples of companies doing social media.
Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation ini...ProductNation/iSPIRT
Presentation by Germin8 at Zensar #TechShowcase - An iSPIRT ProductNation initiative. Works on big data analytics on social media mainly that is text based. They started in 2007 and they mainly target Marketing and Corporate Communications team in an organization.
Presentation at International Housewares Association March 3, 2013Digital Inbound
This was presented at the International Home + Housewares Show on March 3, 2013, at the Innovation Theater in the Lakeside Center. The talk titled "Social Technologies and Digital Marketing" give insight into the many social technologies that a company may use as part of the their marketing plan. Companies must be prepared to embrace these social technologies to insure they are using Social Media to their best advantage. Each company needs to properly plan so that their organizational voice can be heard consostently across all of a companies Internet properties.
Self Service Online Research - online communities for research and insightsStephen Thompson
In this webcast, we Stephen Thompson (EVP, Ramius) and Lenny Murphy (Chief Editor and Principal Consultant, Greenbook):
• Discuss how the online research world is shifting and how that is expected to develop in the near future. This include some (very) early stats from the Greenbook GRIT report for 2014.
• Round up some of the new software tools available for gathering insights under the categories of Surveys / Microsurveys, Crowdsourcing, Analytics, Big Data, Video, Mobile and Online Communities.
• Work through some examples of how Ramius’ new platform, Recollective, is being used by marketing and research professionals to build on-demand insight communities and conduct rapid, qualitative research online.
The is presentation was delivered at the Online Community Engagement conference in Sydney on 1 Nov 2012. I picked the dense topic of data, analytics and reporting and how it is critical in the social business journey. How it should/can be used to build compelling business cases.
Digital marketing analytics paths of value - 12-4-17Marshall Sponder
Digital Marketing Analytics Paths of Value is an adaption of many of the highlights of my book along with the Connecting the Dots methodology used in the book, and that sets it apart.
This is a presentation for The Global Big Data Conference where I am focusing on how creative people can leverage algorithms and Big Data without having it take over their entire lives.
My presentation is on the afternoon of October 23rd, 2017 and I am publishing the deck a few days earlier than that. This presentation also coincides with the publication of the Digital Analytics for Marketing (Sponder/Khan) textbook that is now available (Routledge, 2018) online and in bookstores.
What went right or wrong on election day - Nov 8th, 2016 USAMarshall Sponder
I created this lecture for my Baruch and Rutgers classes but figured it really ought to be online. While preparing this deck, noticed the cathectic emotion, even though it is impossible to capture everything that has happened.
Here is my presentation to the Design Bloggers Conference that is taking place in Atlanta, GA on Feb 25th - 27th, 2015.
I was originally going to present this in person but it will be delivered remotely as a last minute circumstance arose that made it necessary for me to postpone attending.
Linkedin Analytics Week 11 MKT 9715 baruch mba program Prof Marshall SponderMarshall Sponder
This LinkedIn Analytics presentation is part of my MBA class at Baruch College that I teach on Monday nights -- MKT 9715 - I will also be teaching the undergrad class next semester as well as the graduate class.
7 dee finding the right methodologies marshall sponder - 9-12-12 - submittedMarshall Sponder
Marshall Sponder is a Web analytics and SEO/SEM specialist with expertise in market research, social media, networking, and public relations. As both an in-house team leader and consultant, he has used sophisticated analysis to optimize the social media marketing efforts of companies and brands including IBM, Monster, Porter Novelli, WCG, Gillette, Pfizer, Warner Brothers, Laughing Cow, The New York Times, and Havana Central. Sponder is a board member emeritus at the Web Analytics Association, a member of the Search Engine Marketing Professionals Organization (SEMPO), and a member of the Certified Institute of Public Relations Social Media Measurement Study Group (CIPR).
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Synthesio book signing marshall sponder - delivered
1. Synthesizing Social
Media Analytics
with Synthesio
Marshall Sponder
WebMetricsGuru INC
London, January 25, 2012
@TheHospitalClub
2. An Introduction
Marshall Sponder is the Author of the McGraw-
Hill book, Social Media Analytics, he is
independent Web analytics, data and SEO/SEM
specialist working in the field of market
research, social media, networking, and Outbound
Communications.
Marshall’s blog is http://www.webmetricsguru.com
and book site is http://www.smabook.com
4. Getting it Right
Selecting the best platform, processes and
people are crucial to “getting it right”.
Should you choose wrong (as too often
happens), your projects will fail to deliver
the desired results.
5. SMM can be visualized as a 3 Stage
Continuous Process
7. Social Media DNA has a lot to do
with making the right choices
Each business
should choose their
use cases, with
disparate needs
from various
stakeholder planned
for in advance.
10. Circa 1957 - 2012
1957 – Radioactive Mutant
Killer Crabs absorb the minds of
their victims in fictional movie.
Today – Many companies
believe, that by hiring smart
people, they are “absorbing”
their knowledge.
12. Social Isn’t Just One Thing
No platform does it all so
how to even begin to choose?
Care of Gary Angel – Semphonic.com
13. Each Use Case may require a Unique Tool
Operational
Metrics
Advanced
NLP Analysis
Listening &
Influence
Categorization
Leading to
integration issues
impacting the
quality of your
results
Customer Listening &
Data Web
Integration Analytics
Engagement Care of Gary Angel –
& Attrition
Semphonic.com
14. Free tools help you get your monitoring feet wet,
but can’t provide a complete, dependable solution
15. Synthesio also introduced the idea of
monitoring for “brand type”
Each type of
Brand has
different
monitoring and
Analytics
needs
17. Where do you want to go?
Consumer PR Monitoring Social
Research & Support Campaigns
Listening for Listening and Automating of
Insights Engagement the engagement
Social Media Traditional
Coverage* Media Workflow
Coverage*
NLP (machine Influencer Operational
learning) Identification Metrics
Rich Topic
Categorization Low-Latency
Categorization
Care of Gary Angel – Semphonic.com
18. )
Example: Customer &
Market/Product Research
1
Speed
Style
0.5
Screen Res. Form Factor Hardware
Gameplay Media Use
Integration
0 Apps OS
0 500 1,000 1,500 2,000
Connect
Screen Size Price
-0.5
Reliability
-1
Care of Gary Angel – Semphonic.com
25. Platform Definitions
• Self serve – Brandwatch, Radian6, Alterian SM2, etc.
• Full service –Synthesio, Converseon, Integrasco,
Brandtology, etc.
• Hybrid – Additional Reporting included with Self Serve.
• Internal – Some companies build their own listening and
analytics platforms for internal/private use.
26. But, you need a good data sample
Read more: http://www.webmetricsguru.com/page/4/#ixzz1ewWAjXpj
Under Creative Commons License: Attribution
27. Mature Organizations Can Profit From Social
Technologies; Immature Groups may not
Source: Collective Intellect
28. Social Analytics Used For …
Brand Analysis &
International
Market
Brand Sentiment monitoring Research
Industry and + - Influencer
competitive Sentiment Identification
Research Analysis
35. Synthesio Case Study of Accor Hotels
as published in Social Media Analytics
• 90 countries
• 145,000 affiliates
• 4,100 hotels and close to 500,000 rooms
• The group’s brands offer various options to suit guests
staying with them for either business or pleasure.
36. Cross-analyzing social media results
with internal data
• Synthesio worked with the Accor corporate marketing
team to define a tool that analyzes Internet user
satisfaction throughout all stages of a guest’s stay.
• Synthesio’s results are systematically cross-
analyzed with other internal indicators of quality
such as online customer satisfaction surveys and field
tests.
37. Goals of the measurement campaign
•Short term goal -> Raise Awareness and
Measure Customer Satisfaction (3 mo.)
•Mid term goal -> Identify Best Practices
(1yr)
•Long term goals -> Improve Customer
Satisfaction (ongoing)
38. Custom KPI’s
Definition of custom
KPIs, and
dashboards for each
level of hierarchy.
Detection of 30
topics and sub-topics
to monitor and
analyze in partnership
with the customer
service department.
39. Success of the Campaign
• Factor 1 - Start Small - Think Big - We started
Accor’s project with a small set of hotels, with the idea of
proof-testing our service to implement it globally.
• Factor 2 – Get Commitment From Internal Teams - The
corporate team at Accor worked closely with Synthesio to define the
service, and customize it to their needs.
• Factor 3 – Keep it simple - When working on global projects like
this, there is a tendency to build complicated processes to match
everybody’s needs.
40. Key Performance Indicators CSAT
Hotel Rank Per 1 Rank Per 2 Avg Per 1 Avg Per 2 Trend
Hotel A 5 1 60 100 Up 40%
Hotel B 1 2 81 83 Up 2%
Hotel C 6 4 69 75 Up 75%
Hotel D 4 5 72 69 Up 3%
Hotel Before Arrival Food and Activities Leaving
Arrival Beverages
Hotel A 100 100 100 0 0
Hotel B 97 84 85 57 67
Hotel C 100 100 100 0 100
Hotel D 83 82 0 0 0
41. Quality Control Measures
• Automated monitoring to control at site level, and hotel level,
Team is alerted whenever a change appears on the content
harvested.
• Qualitative check On a regular basis, quality project leaders
work on a sample of data previously analyzed by researchers, and
confirm the quality of the data set.
• Client’s comments on each dashboard, the client (hoteliers or
brand managers) can alert Synthesio of a wrong classification
(topic, sentiment).
42. Issues encountered
• For Synthesio the main challenge was data extraction.
• For Accor it involved internal clients in the process.
• For both, the Cultural, semantic and cross-usable data presented
numerous challenges. (re: cultural DNA of the company)
• Semantic tools can only be used for a broad top-line analysis.
The 30 topics analyzed in 8 languages needed a human
understanding.
43. Issues that arose
For Synthesio: Staffing or communications
challenges (internal or with client).
• Staff to handle 30 languages
• 3 months of R&D to figure out how to pull and assemble data
•For Accor: the main obstacles were corporate buy-
in at all levels and education. Also, lack of a
Road Map, at the beginning of the project.
44. Main Findings and Benefits
Accor solved the following problems:
• Detecting hotels with a bad reputation and alert
hoteliers on the importance of customer
satisfaction.
• Finding new insights.
• Increasing overall online reputation by 55%.
45. Conclusions been
• Accor brands’ customer satisfaction has
increasing steadily over the past 2 years.
• Within the group, the Novatel brand has seen the
volume of positive feedback increase by 55% in just 1
year, while the number of negative comments has
stagnated.
• The brand has also been able to quickly identify and
resolve customer issues that used to be difficult to
understand.
47. Conclusion
Through it’s offerings Synthesio
successfully addressed and solved a
familiar issue with SMA -
That A lot of work is required to
turn exploratory data from Social
Media into something tactical and
actionable.
Synthesio Delivered
Self serve – Brandwatch, Radian6, Alterian SM2, etcFull service – Integrasco, Brandtology, Synthesio, Converseon, etcHybrid – Additional Reporting included with Self Serve.Internal – Some companies build their own listening and analytics platforms for internal/private use.
Brand Analysis / Brand Sentiment (yes – but often a lot of work)