Social data intelligence, presented by Susan Etlinger


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In her Brands-Only Summit presentation, Altimeter Group's Industry Analyst, Susan Etlinger, talks about how leading organizations are deriving actionable intelligence from a holistic view of social enterprise data.

She discusses the challenges, opportunities, and the criteria required to achieve social intelligence maturity.

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Social data intelligence, presented by Susan Etlinger

  2. 2. Social Data Intelligence Presented at Susan Etlinger, Industry Analyst December 9, 2013
  3. 3. Agenda I. The State of Social Analytics II. Making Social Data Actionable III. Building A Data-Driven Organization IV. What’s Next 2
  4. 4. The State of Social Analytics
  5. 5. Social data is not an island 4
  6. 6. It is used across the organization
  7. 7. Organizations want context
  8. 8. Source: Altimeter Group It has a large and diffuse ecosystem 7 Publishers (Social Networks, Community, Enterprise Collaboration) Social Data Middleware Social Applications Listening/Mo nitoring Engagement SMMS) Publishing Analytics Enterprise Applications CRM BI Market Research Commerce Email Marketing Fraud Detection/Ri sk Mgt Supply Chain
  9. 9. Manny’s steakhouse is celebrated for its quality steaks, but when a sudden change in sentiment related to its meat quality surfaced via social media, the company was able to pinpoint the precise dates, times, and incidents of faulty product. Social data turned up the heat for Manny’s Steakhouse, prompting action 8
  10. 10. Parasole and Manny’s quickly identified 6 suspect samples, lined them up, tasted them, and immediately discovered the problem. Parasole uses social data opportunistically, to protect product (and brand) quality Using social data to optimize supply  Cut ties with the meat supplier  Provided employee training to smooth the transition  Updated employee incentive programs to incorporate social ratings and reviews 9
  11. 11. So…what is social data intelligence? Social data intelligence is insight derived from social data that organizations can use confidently, at scale and in conjunction with other data sources to make strategic decisions.
  12. 12. Challenges of integrating social data Multiple internal constituents and interests Big data requires new analytical approaches Social data (and sometimes analysts) lack enterprise credibility
  13. 13. Characteristics to consider Content Type Social Action Type Content Lifespan Platform Demographic Type of User Relationships Data Types Location Awareness
  14. 14. Making Social Data Actionable
  15. 15. 1. Identify your business goals
  16. 16. 2. Define core social media metrics Business Goal Social Media Metric Brand Health Brand sentiment over time Marketing Optimization Impact of campaign X on awareness Revenue Generation Impact of social media on conversion Operational Efficiency Impact of social media on call deflection Customer Experience Impact of social media on NPS Innovation Impact of social media on speed to market
  17. 17. 3. Prioritize Your Metrics 16
  18. 18. Prioritization Process 1. List the core set of metrics you would like to evaluate 2. Score them as follows, on a scale of 1-5, where 1 is the lowest, and 5 is the highest • How useful this metric is to your organizationValue • Your organization’s ability to deliver this metricCapability • The time and staff power it will take to deliver this metric Resource • The degree to which other metrics or future decisions rely on this metric Dependency 17
  19. 19. Symantec has operationalized social data 1. Case: Request for help resolving real-time issue 2. Query: Question that doesn’t require support resource 3. Rant: Criticism that merits brand management consideration 4. Rave: Praise from Symantec brand advocate 5. Lead: Pronouncement of near-term purchase decision 6. RFE: Request to enhance a product with a new feature 7. Fraud: Communication from an unauthorized provider of Symantec products 18 • Marketing • Customer Support • Engineering • PR • Product Management • Legal
  20. 20. Results across the enterprise Customer Experience Numerous support cases resolved Converted many ‘ranters’ to ‘ravers’ Product Improvement Rapidly identifies key areas to prioritize R&D Lead Generation & Nurturing Generated hundreds of business & consumer leads Risk Mitigation Uncovered hundreds of fraudulent product pilots
  21. 21. Building A Data-Driven Organization
  22. 22. Aspire to a (more) holistic strategy 21
  23. 23. Caesar’s to integrate social data across 50+ casinos, hotels, and golf courses worldwide Across a vast empire of brands and locations, Caesar’s realizes the value of its data lies in its ability to inform the customer journey across channels and touchpoints.
  24. 24. Aggregate, then analyze Caesar’s is undergoing a mass integration project, aggregating data across offline and online advertising channels, such as display, email, organic, search, and affiliate. “The goal is to understand both online and offline touchpoints along the customer journey and how they vary across segments, media types, and brands.” –Chris Kahle, Manager of Web Analytics, Caesar’s
  25. 25. The goal: understand the customer journey Build preference models Extract insights Drive loyalty 24
  26. 26. Final Thoughts
  27. 27. Implications and Trends 26 Flip Your POV Big Data is Here Mind the HiPPO Faster, Faster
  28. 28. Susan Etlinger Twitter: setlinger THANK YOU Disclaimer: Although the information and data used in this report have been produced and processed from sources believed to be reliable, no warranty expressed or implied is made regarding the completeness, accuracy, adequacy or use of the information. The authors and contributors of the information and data shall have no liability for errors or omissions contained herein or for interpretations thereof. Reference herein to any specific product or vendor by trade name, trademark or otherwise does not constitute or imply its endorsement, recommendation or favoring by the authors or contributors and shall not be used for advertising or product endorsement purposes. The opinions expressed herein are subject to change without notice.
  29. 29. SOCIALMEDIA.ORG/SUMMIT2013ORLANDO Learn more about past and upcoming events DECEMBER 9–11, 2013 SOCIALMEDIA.ORG/EVENTS