Maximize Social Media Effectiveness with Data Science. An Insurance Industry White Paper from Saama Technologies, Inc.
|
|
- Simon Underwood
- 8 years ago
- Views:
Transcription
1 Maximize Social Media Effectiveness with Data Science An Insurance Industry White Paper from Saama Technologies, Inc. February 2014
2 Table of Contents Executive Summary 1 Social Media for Insurance 2 Effective Usage of Social Media Data 2 The Ideal Social Media Solution 4 Social Media Analytics in Saama s Fluid Analytics Engine 5 Customer Engagement 6 Campaign Sentiment Analysis 7 Topic Distributions 9 Performance 10 Maximizing Social Media Campaigns 11 Conclusions Learn More
3 Executive Summary Social media campaigns can be used as an effective means to promote an insurer s brand and increase customer engagement. A common challenge for insurance carriers is measuring the effectiveness and maximizing the ROI from such channels. In addition, insurers need to consider how best to integrate social media as part of a larger marketing campaign. As the usage of social media continues to rise, insurance carriers need to understand how best to leverage its power for their competitive advantage. Saama Fluid Analytics Engine helps insurance carriers mine social media data and provide contextual and prescriptive analytics vis-à-vis marketing campaign business metrics. KEY TAKEAWAYS Challenges in social media marketing Integrating social media campaign with traditional marketing campaigns (direct & digital) Saama Fluid Analytics Engine-based» social media analytics & ROI model 1
4 Social Media for Insurance Social media is no longer just used merely for connecting with friends and family. It has become a powerful medium for reaching potential customers, influencing the market, extending your brand and listening for informal feedback. In fact, it can be a very powerful two-way communication tool. The increased usage of social media presents unique opportunities and challenges for the insurance industry., which is still learning how to best utilize social media. To improve social media performance, insurance companies must assess their current level of social media monitoring maturity and determine the technologies and techniques that will best help them optimize their social media marketing strategy. Effective Usage of Social Media Data Among all the insurance carriers that are using social media channels, only 12% feel that they are using them effectively. A large percentage of organizations have shown interest in the use of social media, but have difficulty measuring the value and impact of social media for advancing their business. 2
5 Businesses are looking to social media data to find answers to these questions: How are customers responding to the latest advertising campaign in our market? How does our campaign stack up against the competitor? What are the valued service attributes in our category? Which messages are our competitors delivering in the marketplace? What are the comments that our public relations team should address? How accurately does the comment reflect upon our brand? How do we measure the added value of brand reputation through our business partners? What is the social media sentiment toward the company? Gartner s 2013 U.S. Digital Marketing Spending Survey found that investments in content creation and social marketing totaled 21% of digital marketing budgets. Forty-seven percent of survey respondents see content creation and curation as the top role of their social marketing teams. 3
6 The Ideal Social Media Solution A robust social media analytics solution should be capable of: Measuring customer opinions and sentiments to identify positive and negative aspects of the most discussed topics Measuring social media engagement effectiveness based on customer sentiment Identifying weaknesses and strengths to optimize and improve marketing campaigns Measuring conversational buzz and volume Offering better customer insights to anticipate and prepare for customer needs, wants and satisfaction Combining data collection, text analytics, Natural Language Processing (NLP) and dashboards into a single comprehensive solution 4
7 Social Media Analytics in Saama s Fluid Analytics Engine Saama s Fluid Analytics Engine helps businesses synthesize, analyze and gain actionable insights based on diverse data sources such as social media, syndicated data and other unstructured data, as well as a company s in-house data. Saama s social media analytics have the capability to identify the current state of a brand in social media and provide actionable insights to business issues. The ability to discover customer sentiments, uncover hidden trends and envision future opportunities is fundamental for insurers to establish a successful social media strategy. To determine the type of analytics capabilities needed, insurers need to be aware of the technologies that are involved in the complex areas of social media and analytics. Unlike standard business intelligence and reporting, the integration of social media analytics opens up a wealth of data insights. Gartner has observed many companies lacking social media strategies or starting to build these strategies in To help with this, Gartner provides these best practices to help companies avoid risks around social media and drive greater returns from their social media initiatives. Your strategy should: Stipulate how social media will be used Designate who is responsible for content creation Establish who will monitor the content 5
8 Customer Engagement Millions of customer interactions are taking place daily in social media, which is emerging as the next frontier for customer engagement and interaction. To benefit from a competitive advantage, it is crucial for insurance companies to fully utilize their collective social media data. Saama helps you investigate customer engagement by measuring the effectiveness of marketing campaigns through tracking changes in the volume and buzz of social media conversations. Our solution effectively uncovers customer engagement insights by comparing the conversational volume and buzz between campaign periods to support campaign engagement optimization. 6
9 Campaign Sentiment Analysis To thoroughly grasp social media activity and impact, insurance companies must have the capability to listen to all the relevant social media channels. Saama s expertise in text analytics and natural language processing can assist insurance companies with data quality and organization into an appropriate structure for analysis. Customer sentiments are typically distributed in three categories: Positive, neutral and negative. Customer sentiments can be further represented by the following emotions: Anger, disgust, fear, joy, sadness and surprise. The customer sentiment analysis can be combined with internal data to produce additional insights into customer and prospect behavior. Saama s analytics solution is capable of handling Big Data, aggregating and analyzing data from multiple sources. Off the shelf tools or applications are simply not able to provide the same quality of insights. Net Promoter Score and Social Sentiment Studies have shown that the use of social computing can have a positive effect on customer loyalty, customer experience, customer satisfaction, positive recommendations and sales. 7
10 Net Promoter Score (NPS), a common customer sentiment index, is based on a simple survey that asks consumers to rate their customer service experience on a scale from It measures the loyalty between a consumer and provider and helps answer how likely it is that a consumer would recommend a company to a friend or colleague. Based on their responses, customers can be classified into three groups: detractors, passives and promoters: detractors passives promoters rating = 0-6 rating: 7-8 rating: 9-10 nps = % promoters % detractors Prior to the emergence of the social web, NPS was the best way to capture online customer sentiment. You can discover the true sentiment of your page by analyzing the frequency of positive and negative comments, classifying them into social sentiments and looking into actual comments for more insights. This analysis provides a more comprehensive measurement than traditional NPS for indicating how a company is performing with regards to customer satisfaction. Tracking this over time allows you to more accurately measure the effectiveness of your marketing campaigns and initiatives. 8
11 Topic Distributions In addition to sentiment analysis, the ability to perform campaign topic distributions for individual campaigns is a fundamental aspect of identifying areas that were well received, as well as those areas needing improvement. Saama pinpoints the commonly discussed topics in social media conversations by the frequency of keywords observed. Our social media analytics system then determines and allocates the topics captured via comments/tweets. Our analytics approach further classifies the result from topic distribution and sentiment analysis to enhance the relevance of this information. For example, the diagram below shows customers are satisfied with the way a company currently handles policy, management, price and coverage. However, the areas of claim, service and promotion mainly consist of negative sentiments. 9
12 Performance Social media analytics becomes more robust when combining the analysis with internal customer data. Our data integration capability can gather information from social media and combine that information with internal customer data for analysis. For example, performance changes for key metrics such as new customer rate, new contacted rate, new quote rate, page visit rate, renewal rate and total sales during a campaign period can be compared to information acquired through social media analysis. A campaign that shows high conversation volume and positive sentiment with a significant increase in performance (page views) for the campaign period will serve as a conceivable prediction of that campaign s success. 10
13 Maximizing Social Media Campaigns Social Media Campaign ROI Most businesses will be reluctant adopt new marketing strategies unless they have a general idea of the ROI associated with it. However, in the case of social media, companies are jumping on the bandwagon and using it for marketing purposes without having appropriate ways to measure the performance and ROI. The social media campaign ROI model enables marketing professionals to examine the profitability of underlying social media marketing strategy. The following metrics are needed for computation: Total number of visitors reaching the goal page Total product revenue Total number of social media visitors reaching the goal page Cost of social media campaign Note: The goal page is driven by business and is based on customer buying patterns. Revenue per Goal Page Revenue per Goal Page = Target Product Revenue Total Visitors Reached Goal Page Social Media Revenue Revenue = Revenue Per Goal Page X Social Media Visitors Social Media Profit Profit = Revenue Marketing Cost Social Media ROI ROI = Profit Marketing Cost ROI = [( Total Product Revenue Total Visitors Reached Goal Page X Social Media Visitors Marketing Cost ( Marketing Cost [ 11
14 Conclusions Saama Fluid Analytics Engine enables businesses to understand the correlation between diverse data sources such as social media, syndicated data and other unstructured data and a company s in-house data. It uses machine learning and data science methods to combine three core pillars: Business Strategy, Domain and Data all solving a given business problem and enabling fact-based intuition for businesses. Questions that cannot be answered by traditional analytics and BI systems are solved iteratively by Saama Fluid Analytics Engine, giving new actionable insights to build disruptive business models that can transform your organization. Learn More For more details about this project, or to learn more about Saama s solutions for the insurance industry, contact us at Insurance@saama.com or visit us online at Connect with Saama Technologies Web: Twitter: Facebook: LinkedIn: Authors Abhishek Peraka Wen Yi Zhang Saroja Yalamarthi Jyostna Shiramshetty Sherry Huang A White Paper from Saama Technologies, Inc. 900 East Hamilton Avenue Campbell California Saama Technologies, Inc. All rights reserved.
GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices
GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices The Net Promoter Score: A low cost, high impact way to analyze customer voices GE Capital s Net Promoter survey
More informationHow To Listen To Social Media
WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous
More informationNICE MULTI-CHANNEL INTERACTION ANALYTICS
NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle
More informationDecisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com
Connecting you to the voice of the market Contacts www.decisyon.com Corporate Headquarters 795 Folsom Street, 1st Floor San Francisco, CA 94107 1 844-329-3972 European Office Viale P. L. Nervi Directional
More informationThe Social Media Manual for the Utility Industry - Guidelines & Best Practices
BEST PRACTICES GUIDELINES The Social Media Manual for the Utility Industry - Guidelines & Best Practices Rachit Chawla, Consultant Solutions, WNS Global Services It happens to be the number 1 activity
More informationTaking A Proactive Approach To Loyalty & Retention
THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals
More informationTHE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics
THE STATE OF Social Media Analytics May 2016 Getting to Know You: How Leading Marketers Are Using Social Media Analytics» Marketers are expanding their use of advanced social media analytics and combining
More informationWHITE PAPER. Social media analytics in the insurance industry
WHITE PAPER Social media analytics in the insurance industry Introduction Insurance is a high involvement product, as it is an expense. Consumers obtain information about insurance from advertisements,
More informationUniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1
Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...
More informationIBM G-Cloud - IBM Social Media Analytics Software as a Service
IBM G-Cloud - IBM Social Media Analytics Software as a Service Service Definition 1 1. Summary 1.1 Service Description IBM Social Media Analytics Software as a Service is a powerful Cloud-based tool for
More informationHow To Use Social Media To Improve Your Business
IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage
More informationBeyond listening Driving better decisions with business intelligence from social sources
Beyond listening Driving better decisions with business intelligence from social sources From insight to action with IBM Social Media Analytics State of the Union Opinions prevail on the Internet Social
More informationEvaluate Digital Digital Marketing Strategy
Evaluate Digital Digital Marketing Strategy Social Media Marketing Course Fall 2012 Lynchburg College School of Business and Economics Dr Ira Kaufman 2011 What is Effective? Determine the reach and effectiveness
More informationSocial Business Intelligence For Retail Industry
Actionable Social Intelligence SOCIAL BUSINESS INTELLIGENCE FOR RETAIL INDUSTRY Leverage Voice of Customers, Competitors, and Competitor s Customers to Drive ROI Abstract Conversations on social media
More informationFive Key Outcomes of Social CRM
Five Key Outcomes of Social CRM A look at the business case Social CRM: more than monitoring Take a step back. When contemplating social media initiatives, it s easy to get tunnel vision. The evaluation
More informationIBM Global Business Services Microsoft Dynamics CRM solutions from IBM
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
More informationIBM Social Media Analytics
IBM Analyze social media data to improve business outcomes Highlights Grow your business by understanding consumer sentiment and optimizing marketing campaigns. Make better decisions and strategies across
More informationSOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance
SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance With social media marketing, the power is derived from being able to directly communicate with consumers
More informationHow to Choose a Social Media Monitoring and Review Analytics Tool. Make sure the greatest possible range of data is indexed
How to Choose a Social Media Monitoring and Review Analytics Tool by Josiah Mackenzie, ReviewPro Over the past year, a lot has changed in the hotel reputation management industry. And these changes require
More informationInsurance customer retention and growth
IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer
More informationCapturing Meaningful Competitive Intelligence from the Social Media Movement
Capturing Meaningful Competitive Intelligence from the Social Media Movement Social media has evolved from a creative marketing medium and networking resource to a goldmine for robust competitive intelligence
More informationHow To Understand Customer Satisfaction In Auto Insurance
A Global Marketing Information Company jdpower.com 2015 U.S. Auto Insurance Study 2015 U.S. Auto Insurance Study Publish Date: June 17, 2015 Improving economic conditions and skyrocketing advertising expenditures
More informationIncorporating Social Media into a Technical Content Strategy White Paper
Incorporating Social Media into a Technical Content Strategy White Paper Authored by Bill Gearhart, Comtech Services, Inc. USER-GENERATED CONTENT Table of Contents Table of Contents Introduction...2 Selected
More informationLISTEN TO THE VOICE OF CUSTOMER EXPERIENCE
LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,
More informationIMPLEMENTING A GLOBAL SOCIAL INTELLIGENCE PROGRAM AT SCALE
IMPLEMENTING A GLOBAL SOCIAL INTELLIGENCE PROGRAM AT SCALE 1 2 3 4 5 6 7 Gauge the difference in social maturity across regions and brands Answer the So What question with your previous programs: analyze
More informationOverview, Goals, & Introductions
Improving the Retail Experience with Predictive Analytics www.spss.com/perspectives Overview, Goals, & Introductions Goal: To present the Retail Business Maturity Model Equip you with a plan of attack
More informationSOCIAL MEDIA ANALYTICS AND TOOLS 101
SOCIAL MEDIA ANALYTICS AND TOOLS 101 Ken Paterson VP Research Operations/ Director, Credit Advisory Service kpaterson@mercatoradvisorygroup.com 8 Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781)
More informationOnline Marketing Training
Online Marketing Training Level: 1 Duration: 3 Days Time: 9:30 AM - 4:30 PM Cost: 697 Overview Online Marketing is all about ensuring your business, product or service is maximising the potential of the
More informationDIGITAL MARKETING SERVICES WEB DEVELOPMENT SOCIAL MEDIA EMAIL MARKETING
As part of the Gannett Company, Digital Marketing Services gives us access to a variety of in-house solutions to meet the needs of our valued clients, including a team comprised of digital strategists,
More informationJamiQ Social Media Monitoring Software
JamiQ Social Media Monitoring Software JamiQ's multilingual social media monitoring software helps businesses listen, measure, and gain insights from conversations taking place online. JamiQ makes cutting-edge
More informationBusiness IntelliSENSE Social and Internal Data Marriage for Smarter Decisions
2014 BA Convention Business IntelliSENSE Social and Internal Data Marriage for Smarter Decisions May 2014 2014 BA Convention 2 Big Click Data to edit Drivers Master text styles Big Data Analytics is a
More informationThe Real Questions about. Social Media Monitoring/Web Listening
The Real Questions about Social Media Monitoring/Web Listening Should this new marketing discipline be called social media monitoring or web listening? Or any of the other 10 terms identified in this paper?
More informationNew Solutions New Opportunities
New Solutions New Opportunities What is Penton Marketing Services Penton Marketing Services offers a full range of content solutions, digital services and lead nurturing and qualifying services that leverage
More informationSocial Media ROI Essentials: Measuring What Really Matters
Social Media ROI Essentials: Measuring What Really Matters Maria Saltz Sr. Manager, Social Media Analytics The Real Value of Your Social Followers Customers that engage with brands on Social Media Stronger
More informationHMG Corporate Development Team. gloria.andreu@havasmg.com ines.campanella@havasmg.com oscar.munoz@havasmg.com santiago.murillo@havasmg.
HMG Corporate Development Team gloria.andreu@havasmg.com ines.campanella@havasmg.com oscar.munoz@havasmg.com santiago.murillo@havasmg.com NOTICE: Proprietary and Confidential All the content of this document
More informationEngage your customers
Business white paper Engage your customers HP Autonomy s Customer Experience Management market offering Table of contents 3 Introduction 3 The customer experience includes every interaction 3 Leveraging
More informationSocial Media ROI. First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool. Whitepaper
Whitepaper LET S TALK: Social Media ROI With Connie Bensen First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool 4th in the Social Media ROI Series Executive Summary:
More informationSOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014
SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 EXECUTIVE SUMMARY In this digital age, social media has quickly become one of the most important communication channels. The shift to online conversation
More informationIBM Social Media Analytics
IBM Social Media Analytics Analyze social media data to better understand your customers and markets Highlights Understand consumer sentiment and optimize marketing campaigns. Improve the customer experience
More informationSUSTAINING COMPETITIVE DIFFERENTIATION
SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec
More informationSocial Data Intelligence. A white paper by Scalable Systems
Social Data Intelligence A white paper by Scalable Systems Introduction As social networking continues to grow so does the vast amounts of personal information being shared through various channels such
More information9 Reasons Your Product Needs. Better Analytics. A Visual Guide
9 Reasons Your Product Needs Better Analytics 02 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 A Visual Guide Better Analytics for Your Users Table of Contents Introduction... 2 As a product
More informationMicrosoft Dynamics CRM for Financial Services. Making customers the heart of your business.
Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the
More information5 Point Social Media Action Plan.
5 Point Social Media Action Plan. Workshop delivered by Ian Gibbins, IG Media Marketing Ltd (ian@igmediamarketing.com, tel: 01733 241537) On behalf of the Chambers Communications Sector Introduction: There
More informationProfessional Diploma in Digital Marketing
Professional Diploma in Digital Marketing Agenda Day 1: Day 2: Day 3: Day 4: Day 5: to Digital Marketing Search Engine Optimisation Search Engine Marketing Email Marketing Digital Display Advertising Mobile
More informationGovernment Management Committee. P:\2013\Internal Services\I&T\gm13005I&T (AFS # 17768)
STAFF REPORT ACTION REQUIRED Social Sentiment Analysis Date: May 31, 2013 To: From: Wards: Reference Number: Government Management Committee Director, 311 Toronto Chief Information Officer All P:\2013\Internal
More informationSocial Media Implementations
SEM Experience Analytics Social Media Implementations SEM Experience Analytics delivers real sentiment, meaning and trends within social media for many of the world s leading consumer brand companies.
More informationThe Financial Services Industry
The Financial Services Industry AN INTRODUCTION TO SOCIAL MEDIA The Challenge The Financial Services industry is one of the most established and complex around. Many of its key processes and systems have
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationCustomer Experience: The Big Picture
Customer Experience: The Big Picture InMoment CX Elevated 2014!"#$%&'%()*+&!"#$%&'()*%+,(-#.#/&'&0,'0#1&%-'2%# '%()*+&,"-#.& 3404(-#5678# Take the CX Path From Fluff to Tough The fluff to tough blueprint
More information3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING
3 KEYS TO TRANSFORMING SALES & MARKETING WITH INBOUND MARKETING 2 2011 by Mark Mathson This work is licensed under the Creative Commons Attribution 3.0 United States License. Please feel welcome to share
More informationStrategic Sourcing Outlook: Emerging Techniques and Media
Strategic Sourcing Outlook: Emerging Techniques and Media www.chandlermacleod.com Social Media The Future of Strategic Sourcing? It s often tempting to stick with the tried and true and focus simply on
More informationDEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS
DEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS by Dave Nash and Mazen Ghalayini; Contributions by Valentin Grasparil This whitepaper is the second in a 3-part series
More informationThe Definitive Guide to Social CRM
The Definitive Guide to Social CRM Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profit Barton J. Goldenberg Chapter 1 Understanding the Intersection of CRM,
More informationMoving the NPS Needle - How to Use Customer Feedback to Drive Improvement
Moving the NPS Needle - How to Use Customer Feedback to Drive Improvement Content Introduction: NPS for the Digital Enterprise 3 Chapter Three: Taking Action with Net Promoter Online 12 Chapter One: Vanity
More informationTake Advantage of Social Media. Monitoring. www.intelligencepathways.com
Take Advantage of Social Media Monitoring WHY PERFORM COMPETITIVE ANALYSIS ON SOCIAL MEDIA? Analysis of social media is an important part of a competitor overview analysis, no matter if you have just started
More informationSocial Media Marketing - A strategic Perspective
DIGITAL MARKETING SERVICES WWW.NIFIT.COM 2015 WHO WE ARE NIFTIT is an international development and design agency with a global outreach that encompasses New York, Seattle, London, Paris, Jakarta and Ho
More informationSOCIAL MEDIA MARKETING & MORE
TACTICAL PLAN AND PROPOSAL SOCIAL MEDIA MARKETING & MORE Revised: January 2015 Address 19854 Vermont Ln Huntington Beach, CA www.volkmediala.com Contact VOLK Media (855) 872-4335 info@volkmediala.com Background
More informationecornell Online Professional Development Programs
ecornell Online Professional Development Programs Certificate Program in Hospitality Marketing 866-326-7635 +1-607-330-3200 www.ecornell.com Certificate Program in Hospitality Marketing Certificate Information
More informationElevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More informationSOCIAL MEDIA MEASUREMENT: IT'S NOT IMPOSSIBLE
SOCIAL MEDIA MEASUREMENT: IT'S NOT IMPOSSIBLE Chris Murdough A lot of excitement and optimism surround the potential of social media for marketers-after all, that is where attractive audience segments
More informationWHITE PAPER Analytics for digital retail
WHITE PAPER Analytics for digital retail Introduction The advent of organized retail propelled businesses to reach out to a wider spectrum of consumers in an effort to increase market share. This gave
More informationGUIDE Social Media Strategy Guide. How to build your strategy from start to finish
GUIDE Social Media Strategy Guide How to build your strategy from start to finish Social Media Strategy Guide How to build your strategy from start to finish Whether you re a social media coordinator for
More informationSuccessful marketing in today s challenging insurance environment. Acquire new customers. Postal databases
CONSUMER INFORMATION SOLUTIONS Insurance Successful marketing in today s challenging insurance environment With more options available to your customers and more businesses competing for those customers,
More informationSOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014
SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 Our Understanding The rise of social media has transformed the way citizens engage with their government. Each day, nearly 2 billion people talk about and
More informationPowering Marketing. The Five Tenets of Modern Marketing in Financial Services and Insurance. Marketing Technology
Powering Marketing Transformation The Five Tenets of Modern Marketing in Financial Services and Insurance Targeting Engagement Conversion Analytics Marketing Technology THE FIVE TENETS OF MODERN MARKETING
More informationPredictive Customer Intelligence
Sogeti 2015 Damiaan Zwietering zwietering@nl.ibm.com Predictive Customer Intelligence Customer expectations are driving companies towards being customer centric Find me Using visualization and analytics
More informationACHIEVING MARKETING ROI WITH WEBCASTING SOLUTIONS. By Debra Chin Senior Vice President Palmer Research
ACHIEVING MARKETING ROI WITH WEBCASTING SOLUTIONS By Debra Chin Senior Vice President Palmer Research EXECUTIVE SUMMARY There is some good news for marketers today: budgets and staffing are on the rise
More informationMarketing Analytics Technology Overview
Marketing Analytics Technology Overview Disclaimer: All logos, photos, etc. used in this presentation are the property of their respective copyright owners and are used here for educational purposes only
More informationSTATE OF B2B SOCIAL MEDIA MARKETING 2015
STATE OF B2B SOCIAL MEDIA MARKETING 2015 Research Report - June 2015 WHO WE SPOKE TO In a study that we did earlier this year on B2B marketing trends 1, we asked our respondents which distribution channels
More informationTargeting. 5 Tenets. of Modern Marketing
5 Tenets of Modern Marketing Targeting The foundation of any effective Modern Marketing effort is to ensure you have a clear and accurate picture of your potential customers. Without the proper strategies
More informationSOCIAL MEDIA: The Tailwind for SEO & Lead Generation
SOCIAL MEDIA: The Tailwind for SEO & Lead Generation 2 INTRODUCTION How can you translate followers into dollars and social media engagement into sales and deals? Search Engine Optimization (SEO) strategy
More informationSocial Media Analytics: Making Customer Insights Actionable
IBM Software Business Analytics February 2013 Social Media Analytics: Making Customer Insights Actionable 2 Social Media Analytics Making Customer Insights Actionable Overview Much has been said about
More informationConcur Customer Experience 2015 REPORT. Concur // Customer Experience 2015 Report
Concur Customer Experience 2015 REPORT 1 Contents 3 Welcome Contents 4 Gathering feedback 5 The impact of your feedback 5 User experience evolution 5 Product reliability 7 Looking toward the future 7 Customer
More informationSCALABLE ENTERPRISE CRM SERVICES
SCALABLE ENTERPRISE CRM SERVICES Scalable Systems Email: info@scalable-systems.com A majority of customer relationship management solutions have been designed and tested to solve yesterday's problems and
More informationactionable big data. maximum roi. Making Analytics Make Actionable Sense: PART 2
actionable big data. maximum roi. Making Analytics Make Actionable Sense: PART 2 Why read this paper? The Big Data explosion has had a major fallout component: how do I track and measure all this data
More informationSyndacast AdBoost. Product Description and Features. Find out how AdBoost can guide your business to higher ROI
Syndacast AdBoost Product Description and Features Find out how AdBoost can guide your business to higher ROI What is AdBoost? AdBoost is Syndacast s proprietary RTB Display Advertising solution AdBoost
More informationAdvanced Analytics. Select any section on the left to jump right in or click Start to begin.
Advanced Analytics Overview Maximize CisionPoint s analytics capability to understand the true impact of media coverage, gain actionable insights, and show ROI. Advanced Metrics Determine the impact and
More informationHow To Create A Social Media Management System
Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Social CRM Companies must do more than participate in today s social environment. They must
More informationFull Website Analysis
Full Website Analysis A Website Analysis tests over 200 indicators that search engines use to analyze your website before ranking it. Items such as hosting, website structure, index-ability, META information,
More informationTargeted measurable marketing
Targeted measurable marketing Plan, execute, and measure your campaigns An invaluable tool for marketers, Sage CRM enables your marketing teams to plan, execute, and measure the success of every marketing
More informationWhite Paper. Social Analytics
White Paper Social Analytics This paper brings to forefront the growing popularity of social media as a source of data for analytics with relation to the telecom industry. The paper further elaborates
More informationTake Online Lead Generation to the Next Level
Take Online Lead Generation to the Next Level 5 Ways to Capture New Market Niches By: Deven Pravin Shah WSI Internet Marketing Consultant Overview Many business owners ask the same questions about capturing
More informationMonitoring the Social Media Conversation: From Twitter to Facebook
Monitoring the Social Media Conversation: From Twitter to Facebook Monitoring the Social Media Conversation: From Twitter to Facebook The prevalence of social media has not just grown but exploded. Millions
More informationSMM Brochure. #discoverdigital
SMM Brochure Certification in Facebook Marketing Certification in Twitter Marketing Certification in LinkedIn marketing Professional Diploma in Social Media Marketing Online Mode Classroom Mode #discoverdigital
More informationImprove Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact
Improve Satisfaction, Loyalty and Retention Identify and Optimize Factors that Drive Satisfaction for Real Business Impact Key Benefits Improve customer service and experience Measure and improve NPS Measure
More informationDigital Marketing to the Digital Self: Winning with Social & Predictive Marketing
PREDICTIVE SOCIAL MARKETING MEDIA Digital Marketing to the Digital Self: Winning with Social & Predictive Marketing Matt Langie Adobe Matt Langie @mattlangie The Four Challenges to Measuring ROI from Social
More informationJiffy Lube Uses OdinText Software to Increase Revenue. Text Analytics, The One Methodology You Need to Grow!
Jiffy Lube Uses OdinText Software to Increase Revenue. Text Analytics, The One Methodology You Need to Grow! The Net Promoter score (NPS) is considered the most important customer loyalty metric by many
More informationCreating Great Customer Experiences
HrOUG 2015, Applications Creating Great Customer Experiences Boris Bajtl & Helena Librenjak, Siemens CVC Page 1 What is Customer Experience (Management)? Customer experience is the sum of all experiences
More informationHow To Complete A Professional Diploma In Digital Marketing
Waterford Chamber Skillnet Training Course Title: Diploma in Digital Marketing Duration: 10 Evenings over 10 weeks Trainer: Digital Marketing Institute For the Trainee: Who should attend: The Professional
More informationhybris Solution Brief Hybris Marketing Market to an Audience of One
hybris Solution Brief Hybris Marketing Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately pick up on explicit and implicit cues that signal intent: What
More informationSentiment Analysis on Big Data
SPAN White Paper!? Sentiment Analysis on Big Data Machine Learning Approach Several sources on the web provide deep insight about people s opinions on the products and services of various companies. Social
More informationVoice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.
Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading
More informationDO YOU YOU HAVE THE. Our experts can get you there REPUTATION MANAGEMENT
DO YOU YOU HAVE THE Our experts can get you there SEARCH ENGINE OPTIMIZATION SEARCH ENGINE REPUTATION MANAGEMENT EMAIL SOCIAL MEDIA WEBSITE DESIGN Rise to the top of search engine results! We ll help you
More informationbest practices Social recruiting: Five tips to improve efficiency and get better results
best practices Social recruiting: Five tips to improve efficiency and get better results Social recruiting is just one aspect of a multi-channel recruiting strategy, but it s one you can t afford to overlook.
More informationText Analytics Beginner s Guide. Extracting Meaning from Unstructured Data
Text Analytics Beginner s Guide Extracting Meaning from Unstructured Data Contents Text Analytics 3 Use Cases 7 Terms 9 Trends 14 Scenario 15 Resources 24 2 2013 Angoss Software Corporation. All rights
More informationhybris Solution Brief HYBRIS MARKETING Market to an Audience of One
hybris Solution Brief HYBRIS MARKETING Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately observe both explicit and implicit cues that signal that person
More informationKea Influencer Relations and Marketing for High-Tech & Technology Providers
Kea Analyst Relations Industry analysts play a key role in defining markets and educating buyers. We work with clients to identify and track the most influential and relevant industry analysts, and advise
More informationSOCIAL MEDIA MONITORING AND SENTIMENT ANALYSIS SYSTEM
Kuwait National Assembly Media Department SOCIAL MEDIA MONITORING AND SENTIMENT ANALYSIS SYSTEM Dr. Salah Alnajem Associate Professor of Computational Linguistics and Natural Language Processing, Kuwait
More informationHow to Use Boards for Competitive Intelligence
How to Use Boards for Competitive Intelligence Boards are highly customized, interactive dashboards that ubervu via Hootsuite users can personalize to fit a specific task, job function or use case like
More information