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Information, reviews, complaints, and compliments are spread globally across social media with a few mouse clicks. And they are like a permanent tattoo seen over and over by customers and prospects researching your products and services. Even if your goods have improved by leaps and bounds, the “tattoo” of your past is merely faded.

This is why it’s crucial to use social media listening and measurement applications to monitor, analyze, and inform you quickly of online brand threats and opportunities. However, this data is only important if you actually do something with it.

In this webinar, we’ll talk about taking the next steps from listening to actionable insights. Join our panel of experts to discuss:

-Turning social data into insights.
-Aligning KPIs across departments and channels.
-Streamlining company-wide collaboration.
-Fine-tuning your business goals and strategies.
-Turning insights into action.
-Scaling social across your company and systems.

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  1. 1. Social Intelligence: Move Beyond Listening to Insights and Action #SMTLive
  2. 2. Thanks to Our Sponsor @synthesio SYNTHESIO.COM
  3. 3. Join the Conversation… #SMTLive
  4. 4. #SMTLive Our Speakers Ben Farkas, VP, Global Client Services at Synthesio. @Ben_Farkas Andrew Bowins, Senior Vice President, Corporate & Digital Communications at MasterCard. @mastercardandy Charlie Treadwell Director of Social Marketing at Symantec. @ctreadwell Robin Carey founder and CEO of Social Media Today. @robincarey
  5. 5. Every day, social media users produce 500 million Tweets, 4.5 billion Facebook Likes, and 55 million new photos on Instagram. SOCIAL DATA IS EVERYWHERE 50% of consumers are more likely to buy a product from a company that they can contact via social media. 56% of consumers that actively use social media to interact with businesses feel a stronger connection to that business. 31% of consumers say that their decision to buy a product was influenced by something they read in a blog. 72% of all internet users are now active on social media. 93% of marketers use social media for business.
  6. 6. SOCIAL CONNECTED Make Social Integral to Business Strategy DELIVER AT SCALE The right data to the right people at the right time. FUEL BUSINESS INTELLIGENCE Actionable Insights. Prove Business Value. SOCIAL INTELLIGENCE Building a Social Business BE SOCIAL DRIVEN It all starts with the DATA. CONNECT COLLABORA TE ANALYZE LISTEN
  7. 7. PR Identify a potential crisis before it spreads. Establish a direct dialogue with key journalists, bloggers, etc. Engage in real-time & communicate directly with consumers. CUSTOMER SERVICE Improve customer satisfaction. Establish real-time communication between your brand and consumers to improve service and sales. MARKETING/ADVERTISING Build a community of brand advocates and identify key influencers and key influential websites to improve targeting and measure the impact of campaigns. MARKET RESEARCH Analyze online conversations, opinions, wants and needs, for a brand or topic. Identify a brand’s strengths, weaknesses, opportunities for improvement, and measure competitor presence and progress. SALES Identify new prospects for lead generation and provide new product info, news, and promotions. Understand consumer wants and needs to integrate into sales strategy and pitches. COMPLIANCE Verify that all social media initiatives are compliant with industry regulations. SOCIAL INTELLIGENCE. BUSINESS RESULTS. The Social DNA.
  8. 8. 2011 • 21 countries • Monthly country level dashboards • Synthesio available for PR and Marketing • Implementation of the SRS 2014 • Global • All layers of reporting • Synthesio available for all departments and their agencies • Synthesio analytics tied to Nissan’s employee reward program NISSAN. Building Social Intelligence at Scale. SR SGROWT H SOCIAL REPUTATION SCORE ROI $
  9. 9. Page 9 August 7, 2012
  10. 10. Page 10 August 7, 2012
  11. 11. Page 11 August 7, 2012
  12. 12. 12 @Mastercardandy Take Away(s) • Listen • Don’t Shout • Engage in real time • Focus on the smaller numbers • Know what you want to measure • Focus on insights not metrics • Data removes the emotion • Take risks once you have the insights
  13. 13. Social Media Monitoring Tool Social Media Today 13 Blogs Message boards Product 1 Product 2 Product 3 Rant Rave Lead RFE Fraud Symantec Employee Response Query Case Social Triage Team Review 13 Human Validated Triage and Insights
  14. 14. Social Media Today 14 Stock Stock is the durable stuff. It’s the content you produce that’s as interesting in two months (or two years) as it is today. Flow Flow is the feed. It’s the posts and the tweets. It’s the stream of daily and sub-daily updates that remind people that you exist. &
  15. 15. Multichannel Distribution Model Social Media Today Adapted from First 10 & Smart Insights
  16. 16. Thanks to Our Sponsor @synthesio SYNTHESIO.COM
  17. 17. #SMTLive Tweet Now For Your Chance to Win a Free Ticket to The Social Shake-Up! #SMTlive Audience: Tell us why you want to go to The Social Shake-Up 2014 to be entered for a chance to win. Tweet: “I want to go to #socialshakeup because…”
  18. 18. Upcoming Webinars June 17th Superb Social Customer Service: The New Key Differentiator #SMTLive