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Brought to you by &Evaluating Your Social Listening Tools:Is Your Social Media Analytics SolutionWorking for You?
Join the Conversation…
Our Speakers#smtliveKim Celestre is a Senior Analyst, Social Marketing, at Forrester Research. Kim serves Marketing Leader...
About Our Moderator#smtlivePaul Dunay, moderator, is an award-winning B2B marketing expert with morethan 20 years’ success...
Convert Social Data IntoSocial IntelligenceKim Celestre, Senior AnalystMay 8, 2013
© 2013 Forrester Research, Inc. Reproduction Prohibited 7Top Performers Listen & Monitor
© 2013 Forrester Research, Inc. Reproduction Prohibited 8But they do not integrate social data well
© 2013 Forrester Research, Inc. Reproduction Prohibited 9Social Intelligence Is Proactive
Social Listening ToolsKrissy Espindola, T-MobileDirector KM & Social Customer Service
Service IssuesAmplify whichimpact can impactbrand perceptionWhy does Social listening matter?11Social mediagives customers...
For example..12MARCH26APRIL12MAY1Un-carrierAnnouncementsT-Mobile &MetroPCSMergeriPhone Launch
Understand the conversations13
Know your audience14Use in depth social data to drive meaningful strategies
Its not just about listening…15ResolveEngageListen
Allow the tough conversations16
Our Mission = turn unhappy customers intoadvocates17“Be THE WorldClass brandfor socialengagement”Show you carethrough purp...
The right tools enable your social teams18INCREASEoperationalEFFICIENCYDRIVECampaigns &Offers to createLOYALTYIMPROVEconne...
Our Speakers#smtliveKim Celestre is a Senior Analyst, Social Marketing, at Forrester Research. Kim serves Marketing Leader...
Thank You To Our Sponsor!
Liked our webinar? Join us IN PERSONWere super excited about our first-ever conference, The SocialShake-Up...and thats due...
Evaluating Your Social Listening Tools: Is Your Social Media Analytics Solution Working for You? | Webinar Replay
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Evaluating Your Social Listening Tools: Is Your Social Media Analytics Solution Working for You? | Webinar Replay

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Evaluating Your Social Listening Tools: Is Your Social Media Analytics Solution Working for You? | Webinar Replay

  1. 1. Brought to you by &Evaluating Your Social Listening Tools:Is Your Social Media Analytics SolutionWorking for You?
  2. 2. Join the Conversation…
  3. 3. Our Speakers#smtliveKim Celestre is a Senior Analyst, Social Marketing, at Forrester Research. Kim serves Marketing Leaders.Her analysis on social trends, issues, and best practices helps marketers create social strategies and tacticsthat increase customer value. Her research covers B2B and B2C marketing, with a specific emphasis on theuse of social networks and online communities to shape exploration and buying behaviors. Kim is anaward-winning social media thought leader. She was a driving force behind Sun Microsystems use of socialmedia and listening platforms to drive awareness and technology adoption among the companyscustomers and developers. @KCelestreTodd Wilms is the Head of Social Strategy for SAP and part of the Digital, Social, and CommunitiesLeadership Team. A 20 year marketer, he has held leadership positions at some of the worlds bestknow brands like eBay/PayPal, Citrix Online, PeopleSoft, and agency GPJ. He is an avid writer andcontributor to platforms like Forbes, is widely quoted in major media, and is a frequent speaker anduniversity guest lecturer around the globe. He is a board member of The Online Marketing Institute andwas a previous board member of the Multiple Sclerosis Society of Northern California. @ToddWilmsKrissy Espindola leads T-Mobile’s Knowledge Management and Social Customer Support efforts. She joinedT-Mobile in 2002 and is responsible for all internal and customer-facing support content, which spans thevast range of T-Mobile products and services. Krissy also owns the support strategy and operations of T-Mobile branded social media channels. Her team’s engagement has led to dramatic growth in customerconnections and contributed to T-Mobile being recognized as Telecom’s top performer in J.D. Power’s SocialMedia Benchmark Study. Additionally, social media analytics firm Socialbakers named T-Mobile the numberone socially devoted U.S. brand on Facebook and T-Mobile was the only wireless company on Ignite SocialMedia’s list of brands leading the way in social media customer service. @KrissyEspindola
  4. 4. About Our Moderator#smtlivePaul Dunay, moderator, is an award-winning B2B marketing expert with morethan 20 years’ success in generating demand and creating buzz for leadingtechnology, consumer products, financial services and professional servicesorganizations. Paul is the Global Vice President of Marketing for Maxymiser, aleader in web optimization and analytics, and author of five “Dummies” books:Facebook Marketing for Dummies (Wiley 2009), Social Media and the ContactCenter for Dummies (Wiley Custom Publishing 2010), Facebook Advertising forDummies (Wiley 2010), Facebook Marketing for Dummies 2nd Edition (Wiley2011) and Facebook Marketing for Dummies 3rd Edition (Wiley 2012).@PaulDunay
  5. 5. Convert Social Data IntoSocial IntelligenceKim Celestre, Senior AnalystMay 8, 2013
  6. 6. © 2013 Forrester Research, Inc. Reproduction Prohibited 7Top Performers Listen & Monitor
  7. 7. © 2013 Forrester Research, Inc. Reproduction Prohibited 8But they do not integrate social data well
  8. 8. © 2013 Forrester Research, Inc. Reproduction Prohibited 9Social Intelligence Is Proactive
  9. 9. Social Listening ToolsKrissy Espindola, T-MobileDirector KM & Social Customer Service
  10. 10. Service IssuesAmplify whichimpact can impactbrand perceptionWhy does Social listening matter?11Social mediagives customersa larger voicethan ever beforeUnderstand what customers are saying andrespond in a customer-centric way
  11. 11. For example..12MARCH26APRIL12MAY1Un-carrierAnnouncementsT-Mobile &MetroPCSMergeriPhone Launch
  12. 12. Understand the conversations13
  13. 13. Know your audience14Use in depth social data to drive meaningful strategies
  14. 14. Its not just about listening…15ResolveEngageListen
  15. 15. Allow the tough conversations16
  16. 16. Our Mission = turn unhappy customers intoadvocates17“Be THE WorldClass brandfor socialengagement”Show you carethrough purposefulengagement1Offer quickresponses in realtime2Provide adifferentiatedexperience3Make positiveconnections thatdeliver on yourbrand promise4
  17. 17. The right tools enable your social teams18INCREASEoperationalEFFICIENCYDRIVECampaigns &Offers to createLOYALTYIMPROVEconnectionRESPONSETIMETRACKsocialSENTIMENT&programEFFICACYINTEGRATEwith all socialPROPERTIES
  18. 18. Our Speakers#smtliveKim Celestre is a Senior Analyst, Social Marketing, at Forrester Research. Kim serves Marketing Leaders.Her analysis on social trends, issues, and best practices helps marketers create social strategies and tacticsthat increase customer value. Her research covers B2B and B2C marketing, with a specific emphasis on theuse of social networks and online communities to shape exploration and buying behaviors. Kim is anaward-winning social media thought leader. She was a driving force behind Sun Microsystems use of socialmedia and listening platforms to drive awareness and technology adoption among the companyscustomers and developers. @KCelestreTodd Wilms is the Head of Social Strategy for SAP and part of the Digital, Social, and CommunitiesLeadership Team. A 20 year marketer, he has held leadership positions at some of the worlds bestknow brands like eBay/PayPal, Citrix Online, PeopleSoft, and agency GPJ. He is an avid writer andcontributor to platforms like Forbes, is widely quoted in major media, and is a frequent speaker anduniversity guest lecturer around the globe. He is a board member of The Online Marketing Institute andwas a previous board member of the Multiple Sclerosis Society of Northern California. @ToddWilmsKrissy Espindola leads T-Mobile’s Knowledge Management and Social Customer Support efforts. She joinedT-Mobile in 2002 and is responsible for all internal and customer-facing support content, which spans thevast range of T-Mobile products and services. Krissy also owns the support strategy and operations of T-Mobile branded social media channels. Her team’s engagement has led to dramatic growth in customerconnections and contributed to T-Mobile being recognized as Telecom’s top performer in J.D. Power’s SocialMedia Benchmark Study. Additionally, social media analytics firm Socialbakers named T-Mobile the numberone socially devoted U.S. brand on Facebook and T-Mobile was the only wireless company on Ignite SocialMedia’s list of brands leading the way in social media customer service. @KrissyEspindola
  19. 19. Thank You To Our Sponsor!
  20. 20. Liked our webinar? Join us IN PERSONWere super excited about our first-ever conference, The SocialShake-Up...and thats due in no small part to the fact that we cantwait to meet our SMT community (thats you!) face to face. Join usin Atlanta as we bring together major thought leaders, many of ourbloggers, and community members to find out what they are doingand how it can impact your business.http://socialmediatoday.com/event#socialshakeup

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