This document provides an overview of digital influence and how businesses can identify and engage influential consumers on social media. It discusses how influence is difficult to measure precisely with social media scores alone. The document outlines an influence action plan for businesses to define desired outcomes and identify the right influencers to work with. It also provides case studies of companies experimenting with digital influence programs and a guide to available influence software tools.
Get Satisfaction is built from the ground up as a customerfacing
platform, designed to build authentic relationships
between customers and companies. More than 35 million
consumers each month use Get Satisfaction’s network
to connect with each other to ask questions, share ideas,
report problems, and truly engage with the brands and
companies they care about.
Getting Started with Marketing MeasurementC.Y Wong
This document provides an introduction to marketing metrics for B2B marketers. It discusses the importance of measurement and analytics in today's marketing world. The summary focuses on two categories of metrics: revenue metrics that demonstrate marketing's impact on revenue and profit for executives, and program metrics that gauge campaign performance for internal use. Revenue metrics track leads and opportunities through the funnel to closed deals, while program metrics benchmark activities like email opens, website traffic, and social media engagement.
An intro guide_-_how_to_use_twitter_for_businessJacques Bouchard
This document provides an introductory guide on how to use Twitter for business. It begins with an overview of Twitter and common Twitter terminology. It then outlines 6 steps to setting up and optimizing a Twitter profile for business purposes, including signing up for an account, personalizing your company profile, starting to tweet, finding people to follow, getting people to follow you back, and engaging with your network on Twitter. The document then discusses how to use Twitter for various business objectives like developing your brand, interacting with customers, and more.
The document provides best practices for improving digital customer experiences. It recommends analyzing web, mobile, and operational data to find opportunities for improvement. It also suggests conducting expert reviews of digital touchpoints to identify usability issues. Additionally, the document stresses the importance of incorporating customer feedback to understand customers' needs and preferences when making design decisions. The goal is to deliver digital experiences that are useful, easy to use, and enjoyable for customers.
Keys to Community Readiness and Growth ReportLeader Networks
In order to help branded online communities understand the critical success factors, Leader Networks and CMX collaborated on this study. The research examines the organizational people, processes, and technology scenarios that fuel existing or future community initiatives. The result is a data-driven portrait of characteristics that can be used to predict the potential business impact of an online community. Based on the trends of communities deemed “very successful,” this portrait offers an inside look at what separates these communities from the pack and provides a strategic and operational model to emulate.
In June 2010, Gatorade unveiled its “Mission Control Center,” and in December of that year Dell announced its “Social Media Command Center.” Since then, organizations such as Hendrick Motorsports, The Oregon Ducks, Symantec and others have discussed how they use their social media command centers to listen to hundreds of thousands—even millions—of posts, interact with fans and customers, solve service issues and surface trends, risks and opportunities.
To learn more about the state of social media command centers, Altimeter Group spoke with three organizations — MasterCard, eBay, and Wells Fargo Bank — and found significant variations in objectives, priorities and technology for the command centers, but similarities in strategic focus and business planning.
In this report, Altimeter analyst Susan Etlinger presents findings, case studies, and expert recommendations for evaluating, building or fine-tuning a Social Media Command Center.
For more information about this report, please visit: bit.ly/evolution-of-smcc.
Social Media (Influence) Marketing by Martin WalshMartin Walsh
This is the detailed Social Media (Influence) Marketing Framework I developed a few years ago but which I constantly update based on practical experience implementing it in my roles at Microsoft and IBM. I have shared this strategic framework with many other organisations and provided advice on how to define, implement, operationalise and execute this tactic, particularly in context of a 360 degree integrated program and or campaign.
Get Satisfaction is built from the ground up as a customerfacing
platform, designed to build authentic relationships
between customers and companies. More than 35 million
consumers each month use Get Satisfaction’s network
to connect with each other to ask questions, share ideas,
report problems, and truly engage with the brands and
companies they care about.
Getting Started with Marketing MeasurementC.Y Wong
This document provides an introduction to marketing metrics for B2B marketers. It discusses the importance of measurement and analytics in today's marketing world. The summary focuses on two categories of metrics: revenue metrics that demonstrate marketing's impact on revenue and profit for executives, and program metrics that gauge campaign performance for internal use. Revenue metrics track leads and opportunities through the funnel to closed deals, while program metrics benchmark activities like email opens, website traffic, and social media engagement.
An intro guide_-_how_to_use_twitter_for_businessJacques Bouchard
This document provides an introductory guide on how to use Twitter for business. It begins with an overview of Twitter and common Twitter terminology. It then outlines 6 steps to setting up and optimizing a Twitter profile for business purposes, including signing up for an account, personalizing your company profile, starting to tweet, finding people to follow, getting people to follow you back, and engaging with your network on Twitter. The document then discusses how to use Twitter for various business objectives like developing your brand, interacting with customers, and more.
The document provides best practices for improving digital customer experiences. It recommends analyzing web, mobile, and operational data to find opportunities for improvement. It also suggests conducting expert reviews of digital touchpoints to identify usability issues. Additionally, the document stresses the importance of incorporating customer feedback to understand customers' needs and preferences when making design decisions. The goal is to deliver digital experiences that are useful, easy to use, and enjoyable for customers.
Keys to Community Readiness and Growth ReportLeader Networks
In order to help branded online communities understand the critical success factors, Leader Networks and CMX collaborated on this study. The research examines the organizational people, processes, and technology scenarios that fuel existing or future community initiatives. The result is a data-driven portrait of characteristics that can be used to predict the potential business impact of an online community. Based on the trends of communities deemed “very successful,” this portrait offers an inside look at what separates these communities from the pack and provides a strategic and operational model to emulate.
In June 2010, Gatorade unveiled its “Mission Control Center,” and in December of that year Dell announced its “Social Media Command Center.” Since then, organizations such as Hendrick Motorsports, The Oregon Ducks, Symantec and others have discussed how they use their social media command centers to listen to hundreds of thousands—even millions—of posts, interact with fans and customers, solve service issues and surface trends, risks and opportunities.
To learn more about the state of social media command centers, Altimeter Group spoke with three organizations — MasterCard, eBay, and Wells Fargo Bank — and found significant variations in objectives, priorities and technology for the command centers, but similarities in strategic focus and business planning.
In this report, Altimeter analyst Susan Etlinger presents findings, case studies, and expert recommendations for evaluating, building or fine-tuning a Social Media Command Center.
For more information about this report, please visit: bit.ly/evolution-of-smcc.
Social Media (Influence) Marketing by Martin WalshMartin Walsh
This is the detailed Social Media (Influence) Marketing Framework I developed a few years ago but which I constantly update based on practical experience implementing it in my roles at Microsoft and IBM. I have shared this strategic framework with many other organisations and provided advice on how to define, implement, operationalise and execute this tactic, particularly in context of a 360 degree integrated program and or campaign.
The document summarizes a study on the stages of social business transformation for companies. It found that companies progress through six distinct stages as they develop social business strategies and capabilities. These stages range from initial planning to establish social media presences, to engaging communities, to fully integrating social strategies and processes into the business. The study was based on interviews with 26 executives and a survey of 698 professionals on their social media efforts. It provides an overview of each maturity stage and common goals, activities, metrics, and pitfalls seen at each level of development.
To Monetize Open Social Networks, Invite Customers to Be More Than Just “Frie...Get Satisfaction
The document discusses research findings about consumers' preferences for building relationships with brands. The key findings are:
1. Consumers prefer branded customer communities over open social networks like Facebook for connecting with brands, because they see open networks as for interacting with individuals rather than companies.
2. Consumers are willing to become advocates for brands they care about in branded communities, but not in open social networks.
3. To attract consumers, branded communities should provide relevant content at every stage of the buying process and be managed by the company, while still linking to open social networks.
Social Marketing Analytics: A New Framework for Measuring Results in Social M...John Lovett
This collaborative research effort by Web Analytics Demystified and Altimeter Group represents the latest thinking on measuring social media.
The paper includes four social business objectives that can be used to understand the impact of your social marketing initiatives and aligns Key Performance Indicators to these objectives. The result is a solid framework that companies can adopt to begin measuring social marketing efforts.
Social CRM: The New Rules of Relationship ManagementJeremiah Owyang
18 Use Cases That Show Business How to Finally Put Customers First.
Customers continue to adopt social technologies at a blinding speed – yet organizations are unable to keep up. Why? Rapid adoption of social networking enables users to connect with individuals and communities who share mutual interests, increasingly leaving organizations out of the conversation. Simply hiring more people to keep up with social marketing, sales, and support will not be sufficient, as consumers and their new channels will always outnumber employees. As a result, companies need an organized approach using enterprise software that connects business units to the social web – giving them the opportunity to respond in near-real time, and in a coordinated fashion.
This document discusses how social networking concepts are being applied to enhance enterprise collaboration. It outlines some challenges of implementing collaboration technologies, such as encouraging adoption and integrating systems. The document advocates for maximizing the value of collaboration tools by fully integrating them with enterprise applications and processes using techniques like event stream brokering. This allows organizations to better share information across systems in real-time and get more benefits from their collaboration investments.
Data is of no use if you don’t know what to do with it. 2013 will see brands increasingly looking for social media data analysts who understand what to do with big data and how to use it for business results.
An honest look at how digital and social media can be used to create tangible value for companies, customers and consumers.
Authors:
Magan Arthur & Rob Mallens
With inputs from:
Sumathi Venkitaraman,
Head, Marketing at CustomerXPs Software
www.customerxps.com
This 3-page document provides an executive summary of a report on how AI is transforming the customer experience. It discusses how AI will become ubiquitous in the next 5 years and profoundly shape interactions with companies through technologies like chatbots and augmented reality. It also outlines some of the key challenges AI poses for customer experience, such as new interaction models, information asymmetry, and the amplification of biases. The summary concludes by emphasizing the need for business leaders to establish principles to ensure AI is developed and applied in a customer-centric manner.
The truth about mobile business intelligence 5 common myths debunkedNuno Fraga Coelho
This document debunks 5 common myths about mobile business intelligence (BI). It discusses that mobile BI does not require all users to be on the same device, and that most mobile BI platforms support a variety of devices. It also explains that native applications are not required for each mobile device type if the platform can dynamically detect the device. Additionally, the document notes that mobile BI is now consumed on tablets in addition to phones, as tablets allow for more in-depth analysis.
How should employees be part of my marketing mix? Can I extend the reach of my brand’s messages through employees in social media? Can I drive increased engagement of employees at work? Does the shift of social media from organic messaging to paid advertising concern you? Will there be a time when my employees will carry my messages further than our brand's social pages? If so, this research report is for you.
Digital Engagement Journey | Keynote Jay RamsanjhalJay Ramsanjhal
Digital Engagement = Digital Transformation + Customer Engagement. in most digital projects we tend to forget what matters most and that digital is a means to create better customer experiences. Digital Engagement helps organizations align their transformational compass.
Social Data Intelligence: Webinar with Susan EtlingerSusan Etlinger
This webinar covers the findings from the Altimeter Group report, Social Data Intelligence, which lays out the imperative for organizations to integrate social data with other data streams in the enterprise. Includes best practices and frameworks, as well as a maturity map to enable organizations to make the best and most strategic use of social data.
Telecom white paper_social_analytics_08_2011anu1685
This white paper discusses the growing popularity of social media analytics in the telecom industry. It introduces TCS's new social analytics tool called "Cube S", which provides insights into key performance indicators for telecom companies such as customer sentiment, brand reputation, and customer experience. The paper also outlines the benefits that social media analytics can provide to telecom companies, such as increased customer satisfaction and improved brand reputation.
Social Media Command Center - What's the Point?Avinash Joshi
The document discusses the uses of a social media command center. It describes how command centers can be used for engagement opportunities, customer service, crisis management and PR, real-time marketing, regional and competitive benchmarking, and bringing company awareness to employees. It then discusses things to consider before purchasing a command center like analytics, customization, permission management, data integrations, scalability, and customer service. Finally, it provides recommendations for implementing a successful command center focused on clarity of purpose, structure, leadership, layout, and access to information.
This document is a summary of a social media benchmarks report that analyzes the posting, following, and engagement behaviors of over 7,000 businesses across different industries and company sizes. Some of the key findings include: 1) There is no correlation between number of posts and engagement levels; 2) Size of a company's following is a better predictor of engagement than post frequency; and 3) Engagement is driven by balancing factors like following size, post frequency, and post quality rather than any single metric. The report provides detailed data on these metrics broken down by industry and size.
Here is a very basic Inside Sales Playbook I wrote a couple of years ago for a client which uses the C.H.A.M.P. sales qualification framework instead of the outdated B.A.N.T framework.
This document discusses how digital asset management is key to effective content marketing in today's media landscape. It argues that digital asset management can provide three "tickets" to successful content marketing: integration, optimization, and accessibility. Integration refers to bringing together internal teams and external partners to collaborate on asset production. Optimization means streamlining workflows and facilitating connections between dispersed teams. Accessibility is about making assets easily searchable and usable for all relevant parties. The document advocates for digital asset management systems that provide these three features to help brands keep up with increasing demands for real-time, multi-channel content marketing.
This document introduces a new framework called Social Marketing Analytics for measuring results in social media. It provides a process that helps companies measure, assess and explain the performance of social media initiatives in the context of specific business objectives. The framework begins with defining corporate goals and business objectives, then identifying key performance indicators to measure success. It concludes with implementing specific operational tactics. The framework is designed to minimize confusion and deliver tangible results for social media marketing efforts.
eMarketer Webinar: Measuring Social Media SuccesseMarketer
Positive buzz led to a 1.5% increase in sales within 1 week. Negative buzz led to a 1% decrease in sales lasting 2 weeks. The study showed a direct correlation between online consumer sentiment and offline sales. This helped the client understand social media's impact beyond awareness metrics.
This document provides an overview of digital influence and how businesses can leverage it. It discusses the emerging tools for measuring social influence online and scoring individuals. It also includes case studies of companies that have partnered with influencers. The document outlines a framework and action plan for developing an influence strategy, including defining parameters, assessing tools, and partnering with influencers. The goal is to help businesses better understand digital influence and create effective strategies to spark word-of-mouth and influence consumer actions.
This document provides an overview of digital influence and how businesses can leverage influential consumers on social media. It discusses the rise of social influence scores and services that measure influence. However, it cautions that influence is complex and scores alone do not determine influence. The document outlines how businesses can develop an influence action plan to identify influential consumers and measure influence initiatives. It provides case studies of companies partnering with influencers and a framework to define influence parameters and identify the right influencers to engage with.
The document summarizes a study on the stages of social business transformation for companies. It found that companies progress through six distinct stages as they develop social business strategies and capabilities. These stages range from initial planning to establish social media presences, to engaging communities, to fully integrating social strategies and processes into the business. The study was based on interviews with 26 executives and a survey of 698 professionals on their social media efforts. It provides an overview of each maturity stage and common goals, activities, metrics, and pitfalls seen at each level of development.
To Monetize Open Social Networks, Invite Customers to Be More Than Just “Frie...Get Satisfaction
The document discusses research findings about consumers' preferences for building relationships with brands. The key findings are:
1. Consumers prefer branded customer communities over open social networks like Facebook for connecting with brands, because they see open networks as for interacting with individuals rather than companies.
2. Consumers are willing to become advocates for brands they care about in branded communities, but not in open social networks.
3. To attract consumers, branded communities should provide relevant content at every stage of the buying process and be managed by the company, while still linking to open social networks.
Social Marketing Analytics: A New Framework for Measuring Results in Social M...John Lovett
This collaborative research effort by Web Analytics Demystified and Altimeter Group represents the latest thinking on measuring social media.
The paper includes four social business objectives that can be used to understand the impact of your social marketing initiatives and aligns Key Performance Indicators to these objectives. The result is a solid framework that companies can adopt to begin measuring social marketing efforts.
Social CRM: The New Rules of Relationship ManagementJeremiah Owyang
18 Use Cases That Show Business How to Finally Put Customers First.
Customers continue to adopt social technologies at a blinding speed – yet organizations are unable to keep up. Why? Rapid adoption of social networking enables users to connect with individuals and communities who share mutual interests, increasingly leaving organizations out of the conversation. Simply hiring more people to keep up with social marketing, sales, and support will not be sufficient, as consumers and their new channels will always outnumber employees. As a result, companies need an organized approach using enterprise software that connects business units to the social web – giving them the opportunity to respond in near-real time, and in a coordinated fashion.
This document discusses how social networking concepts are being applied to enhance enterprise collaboration. It outlines some challenges of implementing collaboration technologies, such as encouraging adoption and integrating systems. The document advocates for maximizing the value of collaboration tools by fully integrating them with enterprise applications and processes using techniques like event stream brokering. This allows organizations to better share information across systems in real-time and get more benefits from their collaboration investments.
Data is of no use if you don’t know what to do with it. 2013 will see brands increasingly looking for social media data analysts who understand what to do with big data and how to use it for business results.
An honest look at how digital and social media can be used to create tangible value for companies, customers and consumers.
Authors:
Magan Arthur & Rob Mallens
With inputs from:
Sumathi Venkitaraman,
Head, Marketing at CustomerXPs Software
www.customerxps.com
This 3-page document provides an executive summary of a report on how AI is transforming the customer experience. It discusses how AI will become ubiquitous in the next 5 years and profoundly shape interactions with companies through technologies like chatbots and augmented reality. It also outlines some of the key challenges AI poses for customer experience, such as new interaction models, information asymmetry, and the amplification of biases. The summary concludes by emphasizing the need for business leaders to establish principles to ensure AI is developed and applied in a customer-centric manner.
The truth about mobile business intelligence 5 common myths debunkedNuno Fraga Coelho
This document debunks 5 common myths about mobile business intelligence (BI). It discusses that mobile BI does not require all users to be on the same device, and that most mobile BI platforms support a variety of devices. It also explains that native applications are not required for each mobile device type if the platform can dynamically detect the device. Additionally, the document notes that mobile BI is now consumed on tablets in addition to phones, as tablets allow for more in-depth analysis.
How should employees be part of my marketing mix? Can I extend the reach of my brand’s messages through employees in social media? Can I drive increased engagement of employees at work? Does the shift of social media from organic messaging to paid advertising concern you? Will there be a time when my employees will carry my messages further than our brand's social pages? If so, this research report is for you.
Digital Engagement Journey | Keynote Jay RamsanjhalJay Ramsanjhal
Digital Engagement = Digital Transformation + Customer Engagement. in most digital projects we tend to forget what matters most and that digital is a means to create better customer experiences. Digital Engagement helps organizations align their transformational compass.
Social Data Intelligence: Webinar with Susan EtlingerSusan Etlinger
This webinar covers the findings from the Altimeter Group report, Social Data Intelligence, which lays out the imperative for organizations to integrate social data with other data streams in the enterprise. Includes best practices and frameworks, as well as a maturity map to enable organizations to make the best and most strategic use of social data.
Telecom white paper_social_analytics_08_2011anu1685
This white paper discusses the growing popularity of social media analytics in the telecom industry. It introduces TCS's new social analytics tool called "Cube S", which provides insights into key performance indicators for telecom companies such as customer sentiment, brand reputation, and customer experience. The paper also outlines the benefits that social media analytics can provide to telecom companies, such as increased customer satisfaction and improved brand reputation.
Social Media Command Center - What's the Point?Avinash Joshi
The document discusses the uses of a social media command center. It describes how command centers can be used for engagement opportunities, customer service, crisis management and PR, real-time marketing, regional and competitive benchmarking, and bringing company awareness to employees. It then discusses things to consider before purchasing a command center like analytics, customization, permission management, data integrations, scalability, and customer service. Finally, it provides recommendations for implementing a successful command center focused on clarity of purpose, structure, leadership, layout, and access to information.
This document is a summary of a social media benchmarks report that analyzes the posting, following, and engagement behaviors of over 7,000 businesses across different industries and company sizes. Some of the key findings include: 1) There is no correlation between number of posts and engagement levels; 2) Size of a company's following is a better predictor of engagement than post frequency; and 3) Engagement is driven by balancing factors like following size, post frequency, and post quality rather than any single metric. The report provides detailed data on these metrics broken down by industry and size.
Here is a very basic Inside Sales Playbook I wrote a couple of years ago for a client which uses the C.H.A.M.P. sales qualification framework instead of the outdated B.A.N.T framework.
This document discusses how digital asset management is key to effective content marketing in today's media landscape. It argues that digital asset management can provide three "tickets" to successful content marketing: integration, optimization, and accessibility. Integration refers to bringing together internal teams and external partners to collaborate on asset production. Optimization means streamlining workflows and facilitating connections between dispersed teams. Accessibility is about making assets easily searchable and usable for all relevant parties. The document advocates for digital asset management systems that provide these three features to help brands keep up with increasing demands for real-time, multi-channel content marketing.
This document introduces a new framework called Social Marketing Analytics for measuring results in social media. It provides a process that helps companies measure, assess and explain the performance of social media initiatives in the context of specific business objectives. The framework begins with defining corporate goals and business objectives, then identifying key performance indicators to measure success. It concludes with implementing specific operational tactics. The framework is designed to minimize confusion and deliver tangible results for social media marketing efforts.
eMarketer Webinar: Measuring Social Media SuccesseMarketer
Positive buzz led to a 1.5% increase in sales within 1 week. Negative buzz led to a 1% decrease in sales lasting 2 weeks. The study showed a direct correlation between online consumer sentiment and offline sales. This helped the client understand social media's impact beyond awareness metrics.
This document provides an overview of digital influence and how businesses can leverage it. It discusses the emerging tools for measuring social influence online and scoring individuals. It also includes case studies of companies that have partnered with influencers. The document outlines a framework and action plan for developing an influence strategy, including defining parameters, assessing tools, and partnering with influencers. The goal is to help businesses better understand digital influence and create effective strategies to spark word-of-mouth and influence consumer actions.
This document provides an overview of digital influence and how businesses can leverage influential consumers on social media. It discusses the rise of social influence scores and services that measure influence. However, it cautions that influence is complex and scores alone do not determine influence. The document outlines how businesses can develop an influence action plan to identify influential consumers and measure influence initiatives. It provides case studies of companies partnering with influencers and a framework to define influence parameters and identify the right influencers to engage with.
Digital Influence is one of the hottest trends in social media, yet is largely misunderstood. "The Rise of Digital Influence," the new report by Altimeter Group Principal Analyst Brian Solis, is a 'how-to' guide for businesses to spark desirable effects and outcomes through social media influence. The report helps companies understand how influence spreads, and includes case studies in which brands partnered with vendors to recruit connected consumers for digital influence campaigns. Brian evaluates the offerings of 14 Influence vendors, organizing them by Reach, Resonance, and Relevance: the Three Pillars that make up the foundation for Digital Influence as defined in the report. Also included are an Influence Framework and an Influence Action Plan to help brands identify connected consumers and to define and measure strategic digital influence initiatives.
[Report] The Rise of Digital Influence by Brian SolisBrian Solis
Digital Influence is one of the hottest trends in social media, yet is largely misunderstood. "The Rise of Digital Influence," the new report by Altimeter Group Principal Principal Analyst Brian Solis, is a 'how-to' guide for businesses to spark desirable effects and outcomes through social media influence. The report helps companies understand how influence spreads, and includes case studies in which brands partnered with vendors to recruit connected consumers for digital influence campaigns. Brian evaluates the offerings of 14 Influence vendors, organizing them by Reach, Resonance, and Relevance: the Three Pillars that make up the foundation for Digital Influence as defined in the report. Also included are an Influence Framework and an Influence Action Plan to help brands identify connected consumers and to define and measure strategic digital influence initiatives.
The document discusses opportunities for Northwestern Technologies to use social media for marketing and communication. It provides an overview of the current social media landscape in the IT industry, where social media is widely used by companies for customer service, collaboration, and productivity. The document outlines several benefits for Northwestern Technologies, such as improving customer service, establishing themselves as experts in their industry, and improving search engine optimization. It concludes that social media allows for ongoing engagement with customers and failing to adopt an effective social media strategy would miss a major opportunity.
2011 Kickoff Event Presentation Materials: Community in the Enterprise7Summits
The document summarizes a presentation about using social media and online communities in business. It discusses how social media can be used to engage customers, employees, and partners. Specific uses include social marketing, customer support, product development, sales enablement, and corporate communications. The presentation recommends having a social media strategy aligned with business goals and prioritizing which aspects of social media will be most effective, such as enabling customer reviews, creating connected social campaigns, holding social contests, and integrating marketing efforts.
The document discusses social business and how leading organizations are applying social technologies and principles to fundamentally change how their companies operate and serve markets. It provides examples of how companies like Gatorade and Tesco are using social media monitoring, command centers, and social commerce to improve marketing, product development, and business operations. The document also describes how one high-tech firm broke down research silos by shifting to more open collaboration using social platforms.
The document discusses social business and how leading organizations are applying social technologies and adopting a social mindset. Some key points:
- Social business allows companies to fundamentally change how they operate and serve markets by focusing on engagement over isolation and tapping into shared interests.
- Early efforts focused on social media monitoring and command centers, but social business is now being applied across functions like HR, product development, and operations.
- Tools include internal collaboration suites, expertise finders, and communities that form around topics. This helps distribute knowledge and foster engagement.
- Adopting social requires a shift in mindset from the corporation to the individual and allowing more direct connections across divisions and with customers.
- Examples
The document discusses emerging trends in technology and their potential impacts on businesses over the next 18-24 months. It focuses on five technology forces - analytics, mobility, social, cloud and cyber security - and how they are influencing businesses to operate in a more "digital" way. The report examines ten technology trends grouped into two categories: disruptors, which can create positive disruption for businesses; and enablers, which many companies have already invested in but still warrant examination due to new developments. Each trend is presented with real-world examples and commentary from business leaders on how the trends can benefit organizations.
The document discusses social business and how leading organizations are applying social technologies like collaboration, communication, and content management across their business functions. It explains that social business allows companies to fundamentally change how they operate and serve customers by taking a more active, social approach across the entire value chain. Done effectively, social business can shift a company's dynamic from isolation to engagement by providing ways to discover, share, and spread ideas and expertise both internally and externally.
The document discusses social business and how leading organizations are applying social technologies and principles to fundamentally change how their companies operate and serve markets. It provides examples of how companies like Gatorade and Tesco are using social media monitoring, command centers, and social commerce to improve marketing, product development, and business operations. The document also describes how one high-tech firm broke down research silos by shifting to more open collaboration using social platforms.
The document discusses social business and how leading organizations are applying social technologies and adopting a social mindset. Some key points:
- Social business allows companies to fundamentally change how they operate and serve markets by focusing on engagement over isolation and tapping into shared interests.
- Early efforts focused on social media monitoring and command centers, but social business is now being applied across functions like HR, product development, and operations.
- Technologies like collaboration tools, sentiment analysis, digital content management, and digital identities can help make social interactions more effective within organizations.
- Examples are provided of how companies like Gatorade, Tesco, and a tech firm have applied social business principles to gain customer insights, improve social commerce
The document discusses social business and how leading organizations are applying social technologies within their businesses. It describes how social business can shift an organization's dynamic from isolation to engagement by providing vehicles for discovering, growing and propagating ideas and expertise across the entire value chain. The document also provides examples of how some organizations like Gatorade and Tesco are successfully adopting social business approaches.
This document discusses the challenges that organizations face in measuring the revenue impact of their social media activities. It notes that while social media is now ubiquitous, most organizations still lack a comprehensive strategy for measuring its business value. Specifically, it cites the proliferation of social media accounts, difficulties tying social metrics to outcomes, barriers like unreliable data and inconsistent approaches, and the unique complexities of social data. The document aims to identify the most effective approaches or "recipes" that leading companies use to quantify social media's contribution to revenue.
Today, customers move constantly between the online and offline worlds, using a range of devices — such as smartphones and tablets — that didn’t exist a few short years ago. Thousands of applications and dozens of social media platforms collect and transmit an unprecedented amount of structured and unstructured data, and API changes are a fact of life. The volatility of social data and the pace of change mean that tried-and-true measurement methods are no longer enough. Social data is different. This report identifies six primary approaches and includes
case studies for how organizations measure the impact of social media on revenue.
This document summarizes six approaches that organizations use to measure the revenue impact of social media:
1. Anecdotal evidence - Specific examples where social media directly influenced a sale.
2. Correlation - Comparing social media metrics like likes to revenue to determine if a relationship exists.
3. Multivariate testing - Comparing groups exposed to different social media content to see what drives results.
4. Links and tagging - Embedding codes in social media links and content to track conversions.
5. Integrated platforms - Apps and tools that integrate social media analytics to provide insight.
6. Direct commerce - Selling directly through social media platforms using features like Facebook commerce.
While
Today, customers move constantly between the online and offline worlds, using a range of devices
— such as smartphones and tablets — that didn’t exist a few short years ago. Thousands of
applications and dozens of social media platforms collect and transmit an unprecedented amount of
structured and unstructured data1, and API changes are a fact of life. The volatility of social data and
the pace of change mean that tried-and-true measurement methods are no longer enough. Social
data is different. The old rules don’t apply.
This document provides an overview of social media marketing and strategies for using various social media platforms to promote a business. It discusses common misconceptions about social media marketing and explains that while some work is required, social media marketing is accessible for most people and businesses. The document also introduces popular social media sites like Facebook, Twitter, LinkedIn, and Google+ and provides tips for using each platform for advertising and brand promotion.
The document discusses the convergence of paid, owned, and earned media and how brands must integrate these different types of media to be effective. As consumer media habits change and people access information across many different devices and platforms simultaneously, distinct media channels are becoming intertwined. Successful brands have started integrating paid advertising with their owned channels like websites and social media, as well as leveraging earned media through word-of-mouth and user reviews. Marketers need to develop expertise in all types of media and align their efforts, as failing to do so will put them at a disadvantage when most media encompasses elements of paid, owned, and earned.
Haiku Deck is a presentation tool that allows users to create Haiku style slideshows. The tool encourages users to get started making their own Haiku Deck presentations which can be shared on SlideShare. In just a few sentences, it pitches the idea of using Haiku Deck to easily create visually engaging slideshows.
1) 91% of B2B marketers use content marketing, spending an average of 33% of their budgets on it. The use of tactics like research reports, videos, and mobile content are increasing.
2) Producing enough content is now the top challenge for B2B marketers, replacing producing engaging content which was the top challenge in previous years.
3) The most effective B2B content marketers allocate a higher percentage of their budget to content marketing and use more tactics and social platforms than less effective marketers.
This document discusses how content marketing has become critical for most organizations' marketing strategies. It outlines how paid, owned, and earned media are blurring together in an evolving digital landscape. Content marketing, especially using online video and social media, can help integrate these different types of media across the customer lifecycle to increase impact and ROI. However, managing content across multiple online channels and platforms poses challenges around cost, time-to-market, and measurement. Cloud-based content services can help address these challenges by enabling efficient video delivery, app development, and cross-platform analytics.
Inbound marketing is the process of helping potential customers find a company through helpful content before they are looking to purchase. It relies on creating high-quality, non-promotional content like articles, videos, and whitepapers to engage and educate prospects. When done effectively, this approach generates better results than interruptive traditional marketing by building relationships and allowing buyers to come to the company when they are ready to buy. Content must be relevant to target personas and address their challenges. Common inbound tactics include search engine optimization, social sharing, blogging, and social media engagement to spread content and visibility.
This document provides an overview of search engine optimization (SEO) best practices for getting started with an SEO campaign. It covers topics like keyword research, on-page optimization of title tags, meta descriptions, content, headings, images and navigation. It also discusses technical SEO factors such as canonical issues, XML sitemaps, and broken links. Additional tactics covered include link building, social signals, and SEO tools.
The document analyzes over 11,000 Facebook advertising campaigns to provide benchmarks on key metrics like click-through rate, cost per click, cost per thousand impressions, and cost per fan. It finds that as Facebook advertising has grown, click-through rates have decreased while costs have increased. Certain factors like age, gender, education level, and using friends-of-friends targeting can impact click-through rates. The benchmarks are intended to help brands evaluate how well their own Facebook campaigns are performing compared to averages.
The document summarizes insights from community managers in 2013 about trends, metrics, and benefits of community management. Key points include: more employees are participating in communities; popular metrics include email/ticket volume, traffic, engagement, and sentiment; emerging trends include social media adopting more community approaches and greater emphasis on growth and engagement; and benefits include cost savings, leads, faster response times, idea generation, and stronger customer relationships.
Combining Knowledge and Data Mining to Understand SentimentC.Y Wong
This white paper examines different approaches for sentiment analysis and summarizes the key benefits and drawbacks of each:
1. The data mining approach represents documents as numeric vectors and applies machine learning techniques to discover patterns for predicting sentiment. While capable of discovering complex patterns, it does not maintain important contextual information and provides little insight into model predictions.
2. The natural language processing (NLP) approach uses linguistic rules defined by domain experts to determine sentiment polarity. It can better capture context but requires more time to develop rules and annotate training data.
3. A hybrid approach combines the two by using data mining to discover patterns for rule development in NLP models or by incorporating linguistic features into machine learning models. This takes advantage
Best Practices from the Worlds Most Social BrandsC.Y Wong
This document provides guidance on how to scale a social media presence globally for large enterprises. It recommends first assessing the current situation to understand how many accounts exist and their level of activity. It also suggests ensuring readiness by having dedicated support and resources. The key steps include: 1) Identifying objectives for the social strategy and how audiences will be engaged; 2) Outlining the resources and phases needed, which typically takes 6-12 months; 3) Implementing the strategy through elements like branding, governance, and enablement across the organization. Effective scaling requires assessing the current state, having clear goals, and coordinating implementation globally.
This document provides an introductory guide on how to use Twitter for business. It begins with an overview of Twitter and common Twitter terminology. It then outlines 6 steps to setting up and optimizing a Twitter profile for business purposes, including signing up for an account, personalizing your company profile, starting to tweet, finding people to follow, getting people to follow you back, and engaging with your network on Twitter. The document then discusses how to use Twitter for various business objectives like marketing, PR, and customer service.
10 Awesomely Provocative Stats for Your Agency's Pitch Deck C.Y Wong
This document provides 10 statistics that could be included in an agency's pitch deck to make it more compelling. Some key stats include: posts receiving 57% fewer likes and 78% fewer comments when a brand posts twice daily; click-through rates on triggered messages being 119% higher than usual messages; and emails opens on smartphones/tablets increasing 80% in the last 6 months. The document aims to equip agencies with compelling data to strengthen their marketing proposals.
Top Five Metrics for Revenue Generation MarketersC.Y Wong
This document discusses key metrics that B2B marketers should track to measure revenue generation. It recommends tracking:
1) Number of leads produced, close rate (new customers/new leads), and revenue per new customer to understand lead generation, nurturing, and quality.
2) Adding metrics like average time to close and cost per new customer.
3) Breaking down the buying process into stages and tracking movement through each stage via funnel reporting.
This Oracle white paper provides an 8-step process for determining an effective social media mix. It advises analyzing current social media channels used, content distributed, and subscriber sizes. Channels should then be organized by formality and frequency of content. Overlapping channels should be consolidated. Gaps in reaching parts of the community should be identified and filled. A prioritization tool can help determine high-priority new initiatives. Finally, a content flow sketch maps how content moves across channels. Following this process allows optimizing the social media mix.
The Definitive Guide to Marketing AutomationC.Y Wong
This document provides an overview of marketing automation. It defines marketing automation as software that streamlines, automates, and measures marketing tasks and workflows to increase efficiency and revenue growth. The document discusses how marketing automation enables key modern marketing practices and common features of automation platforms. It also clarifies what marketing automation is not, such as only email marketing, a way to send spam, or a solution that delivers value without effort.
Strong Success Guide - 13 Cross Channel Marketing Strategies for 2013C.Y Wong
This document provides 13 strategies for cross-channel marketing in 2013. Strategy 1 discusses making email mobile-friendly and extending the mobile experience to the website. Strategy 2 recommends getting a 360-degree view of customers by collecting data from all engagement points. Strategy 3 states that attribution modeling is key to understanding how each channel contributes to success. The strategies provide tips for optimizing content, addressing auto-inbox filtering, personalizing messages, permission-based multi-channel engagement, and continuous testing.
The document discusses the six stages of the customer lifecycle: Discovery, Evaluate, Buy, Experience, Bond, and Advocate. In the Discovery stage, potential customers begin researching solutions online. The document recommends companies have a presence on social networks and a customer community to engage with potential customers and answer questions. It also discusses how customer communities can help during the Discovery stage by appearing in search results and allowing prospects to access user experiences.
1. The document provides a template for creating a digital marketing plan using the SOSTAC framework. It includes sections for conducting a situation analysis, setting objectives, developing strategies, and defining tactics.
2. The situation analysis section guides the user to analyze their customers, market, competitors, and capabilities. This informs the objective setting section, where goals and KPIs are defined based on the customer lifecycle.
3. The strategy section outlines developing strategies for targeting, positioning, the marketing mix, branding, and online presence. This leads to the tactics section which provides the details to execute the strategies.
This document provides examples of well-designed blog homepages across different industries like business, design, entertainment, lifestyle, nonprofit, and technology. Each example highlights key design elements like consistent color schemes, balanced content presentation, use of images and thumbnails, and easy navigation. The conclusion emphasizes that an effective blog design focuses on layout that allows readers to easily access content according to their needs and interests, rather than just visual graphics.
This document provides guidance on developing a project management methodology using a traditional phased approach. It outlines 10 steps across the initiate and plan stages, including creating a project charter, developing a work breakdown structure, and establishing plans for scheduling, budgeting, risk management, change management, communications, and procurement. Templates are provided to complete each step and develop a formal project plan. The overall goal is to help users create a customized methodology for managing projects within their organization.
Creating a One to One Dialogue Through Social InteractionC.Y Wong
This white paper discusses how developments in social media provide opportunities for companies to better engage customers and increase conversion rates. It outlines how social activities like games and contests can build loyalty and attract new fans if they appeal to egos, target the right audience, create exciting interactions, and balance freedom with control. The paper also explains how capturing basic information from engaged fans can start a one-to-one communication stream and help convert anonymous fans into customers.