Social Business Intelligence For Retail Industry

Size: px
Start display at page:

Download "Social Business Intelligence For Retail Industry"

Transcription

1 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 are rich with very powerful insights that can transform retail companies. VOZIQ s unique VOC3 methodology offers retail companies the requisite tools, frameworks, as well as the expertise to tap into Voice of Customers, Competitors, and Competitor s Customers to create data-driven actions and accelerate business growth.

2 TABLE OF CONTENTS Introduction 3 Implications of Social for Retail Industry 3 Social Business Intelligence for Retail Industry 4 VOC3 Listening Methodology 5 What is VOC3 Listening? 5 Building VOC3 Intelligence for Retail Industry 5 VOZIQ s VOC3 Intelligence Solution for Retail Industry 6 Monitor VOC3 Conversations 7 Analyze with VOZIQ s VOC3 Analysis Engines 8 Sentiment Analysis Engine 8 Topics and Categories Analysis Engine 8 Influencer Identification Engine 8 Trending Content Analysis Engine 8 Website Analysis Engine 8 Operationalizing the VOC3 Intelligence 9 VOC3 Dashboards 10 Intelligent VOC3 Alerts 10 VOC3 Scheduled Reports 10 Conclusions 12 2

3 INTRODUCTION As the prevalence of social networks as a preferred mode of communication and sharing has exploded, more and more customers now rely on the information gained from their friends or followers to make crucial purchase decisions. Recent surveys from the Advertising Research Foundation (ARF) identified that almost one-third of shoppers said they were either introduced to a brand or product, or changed their opinion about a brand or product during the buying process, because of social media. What s more, 22% of shoppers surveyed said that social media was important in my final purchase decision. What does this mean for the businesses in consumer and retail industry? Implications of Social for Retail Industry In such a situation, attracting customers, creating great customer experiences, and building a loyal customer base is a challenging task. Creating customized experiences and offers, and delivering marketing messages that strike a chord with a particular segment of customers has become critical as well as difficult. Further, both consumer and retail businesses need to reach to the appropriate audience through appropriate channels, at a time that makes sense for the audience. This is an extremely tricky task when you do not have real time, measurable and actionable insights from the social media platforms at your disposal. Retailers can leverage Social Business Intelligence to understand customers and drive rich customer experiences. 3

4 SOCIAL BUSINESS INTELLIGENCE FOR RETAIL INDUSTRY As challenging as social media is for retail businesses, it also presents an unprecedented opportunity to tap into the minds of customers as well as competitors. These insights can help retail companies to fine-tune their strategies to create delightful customer experiences and gain a sustainable competitive edge in the market. However, considering the challenges faced by retailers in gleaning intelligence from social data, the need for a sophisticated approach to tracking, analyzing, and measuring available social media data is critical to their growth. How to listen effectively to customer preferences when the data is textual, unstructured and huge? CHALLENGES OF SOCIAL FOR RETAIL How to use data to fine-tune campaigns, increase effectiveness, and decrease spend? How to use customer feedback to identify growth opportunities? 4

5 VOC3 LISTENING METHODOLOGY Retail companies need not restrict themselves to analyzing conversations happening on their owned social media outlets to build insights about their customers. The value of social media conversations as a source of insights goes well beyond that. The VOC3 Listening Methodology is one such approach, as it helps retailers reap the full benefits of information that is freely available on various social media and online platforms. WHAT IS VOC3 LISTENING? VOC3 stands for Voice of Customers, Competitors, and Customers of Competitors. Listening to the conversations of these three provides retail companies with a complete picture of their business ecosystem by encompassing important segments of it. The VOC3 Listening Methodology also provides large enough sample data to be analyzed further to yield accurate insights by listening to all relevant conversations from digital media sites even those not owned and managed by your internal teams. VOC3 Listening provides retail companies with quantitative as well as qualitative metrics that can be used to build a 360 o view of the customers, build competitive benchmarks and to build data-driven strategies to maximize the ROI. Continuous and simultaneous monitoring and analysis of the voice of customers, competitors, and customers of competitors allows retailers to gain a better understanding of their own position in the market, to analyze market trends, to improve products and services, to provide better customer service, and most importantly to gain an insight on competition s strategic moves. BUILDING VOC3 INTELLIGENCE FOR RETAIL INDUSTRY Though VOC3 Listening Methodology is very effective in furnishing accurate and comprehensive intelligence about the entire business ecosystem, there are several challenges while deploying it for actual use How to monitor a huge number of relevant conversations? How to operationalize the intelligence for effective actions? How to achieve and maximize tangible ROI? How to achieve enterprise-wide efficiency? How to build and scale the social business intelligence efforts? VOZIQ s VOC3 Intelligence Solution provides you with all the required tools, proven processes and analytical expertise to activate the customer and competitor intelligence for maximum ROI. 5

6 VOZIQ S VOC3 INTELLIGENCE SOLUTION FOR RETAIL INDUSTRY VOZIQ s unique VOC3 Intelligence Solution offers retail companies the requisite tools, frameworks, as well as the expertise to tap into the voice of their customers, competitors, and customers of their competitors. The VOC3 Intelligence Solution has a sharp focus on maximizing ROI. To achieve this, the solution utilizes VOZIQ s 5 analysis engines, each of which focuses on specific retail KPIs, and transforms the VOC3 data into actionable intelligence. The analysis engines also have built-in operationalization features that communicate the intelligence using dashboards, reports, and push-alerts to appropriate teams and prompt timely actions. VOZIQ s VOC3 Intelligence Solution: Monitor Analyze - Operationalize VOZIQ s VOC3 analysis engines are uniquely built to address the key challenge in effectively leveraging social insights: Brand & Industry Relevance. All 5 engines work in tandem to identify relevant topics, categories, content, sentiment and influencers to drive business decisions 6

7 MONITOR VOC3 CONVERSATIONS VOZIQ s VOC3 Intelligence Solution provides you with a cutting-edge monitoring tool that tracks conversations and gathers high quality customer data from social media sites, blogs, niche websites, online news reports, comments, and online discussions. What s more, the solution also includes a built-in library of keywords and search rules, categories, and benchmarks etc., which are all specific to the retail industry. You can also build custom search rules, use Boolean and include / exclude filters to cut through the noise and track relevant conversations that matter to your retail business. You can also get access to years of historical social media posts from social media sites such as Facebook and Twitter to jumpstart the VOC3 Listening with immediate insights & baselines. Categories of Retail Industry Conversations 7

8 ANALYZE WITH VOZIQ S VOC3 ANALYSIS ENGINES VOZIQ s VOC3 Analysis Engines combine big data technologies and predictive text analysis algorithms to analyze a huge amount of unstructured data from social networks. These engines find highly relevant insights from such data and present the insights in an actionable format. SENTIMENT ANALYSIS ENGINE Sentiment Analysis Engine deploys natural language processing ability along with text analytics to classify all mentions of your brand and relevant keywords under positive, negative, and neutral sentiment categories. Sentiment Analysis: Brand Sentiments and Category-wise Sentiments TOPICS AND CATEGORIES ANALYSIS ENGINE The Topics and Categories Analysis Engine slices and dices the huge amount of data to present it in a more systematic manner. The Categorization Engine categorizes all tracked mentions of your brand into structured categories, which are specific to your business. Bubble Graph Showing Top Retail Topics, Their Affiliations, and Intensities INFLUENCER IDENTIFICATION ENGINE Influencer Identification Engine identifies and ranks relevant influencers and analysts in your market or domain. The engine tracks the updates from and about these influencers to identify engageable moments, where the update matches any of your focus areas. Top Industry Influencers Report TRENDING CONTENT ANALYSIS ENGINE The Trending Content Analysis Engine identifies the content that is trending in your industry. It helps you and your team to stay on top of new developments and trends, and it also increases the effectiveness of your content marketing efforts. Popular Content Summary For Influencer Engagement (Mar 11 th - Mar 17 th ) Sample Popular Content Summary Report WEBSITE ANALYSIS ENGINE The Website Analysis Engine helps you analyze the source of the buzz about your brand or your industry. It also helps in assessing how well your marketing efforts are doing on various channels, or identifying niche sites where you might want to focus your advertising efforts. Top Sources of Buzz 8

9 OPERATIONALIZING THE VOC3 INTELLIGENCE Big data is of no use if your internal teams are not nudged to take appropriate actions. A strong focus on operationalization is a unique feature of VOZIQ s VOC3 Solution. The operationalization takes place after relevance is identified and communicated to appropriate team through multiple ways like customizable dashboards, scheduled reports, or push-alerts on your smartphones. Here are the ways in which the VOC3 Intelligence Solution drives actions: Dashboards Alerts Reports VOZIQ s VOC3 Dashboard Showing Competitive Sentiment Benchmarking for Various Categories 9

10 VOC3 DASHBOARDS VOC3 dashboards effectively communicate the most important information at a glance. The dashboard can be customized to best suit your needs, and focus on the crucial metrics and trends. You can also share dashboard reports with stakeholders with a single click. INTELLIGENT VOC3 ALERTS Alerts about pre-defined as well as critical events can help your teams stay in-the-know of emerging trends or events about both your brand and your competitors. These alerts can be issued for events as well as geo-locations. The VOC3 alerts can be pushed to appropriate team members via messages near real-time, without requiring you to first login to the application. Some of the key events which can be configured for alerts are VOC3 rank changes, mentions that call immediate attention, sentiment score changes, and so on. VOC3 SCHEDULED REPORTS Each Analytics Engine of the VOC3 Intelligence Solution is built to find and operationalize only the most relevant insights for your business. Multiple information delivery options through user role specific dashboards, real-time alerts, and scheduled reports ensure that your team members never miss an important opportunity to drive action. The customer and competitor intelligence generated by the 5 VOC3 analysis engines is communicated to your internal teams such as your strategy and innovation team, PR and marketing team, customer service team, product development team, store managers, and even CXOs based on their preferences and roles. EXAMPLES OF DRIVING ACTION & REALIZING ROI: LOCATION SPECIFIC ALERTS Retailers can receive VOC3 alerts to monitor critical events impacting customer experience at store level. The alerts can be pushed to store managers or regional managers for immediate actions. Insight Driver for Report Sentiment Analysis Engine Influencer Analysis Engine Topics and Categorization Analysis Engine Trending Content Analysis Engine Examples of External Engagement A sentiment score drop alert on your smartphone that tells you that a particular product has dropped by 3 points and identifies the root cause as inferior manufacturing quality on recent shipments. An alert to your product sourcing teams can help address this as quickly as possible by working with your supply chain. Comprehensive feed of influencer activity tells you that an influential analyst Mr. Richard Roe has sent a tweet about shortcomings of loyalty programs. Since you have recently launched an innovative loyalty program, you take benefit of this engageable moment and reach out to Mr. Roe to share the information. Such engagement opportunities can thus amplify your own message. Your custom dashboard tells you that customers of your competitor X are increasingly talking about lack of deals and discounts. The powerful Bubble Graph informs you that this topic is showing a strong association with the clothing category. Based on this insight, you target customers of your competitors with a campaign offering attractive discounts on a new clothing line. A scheduled trending content report in your inbox tells you that a witty post by a customer about frustrating experiences in superstores is trending on social media. You share this unfiltered customer view with your frontline store managers and motivate them to make appropriate improvements to a range of different processes. Website Analysis Engine The scheduled report tells you that a lot of buzz about high-end watches is coming from a newly launched blog iwatch.com. You strike a deal with the blogger and make an attractive offer to readers of her blog. 10

11 BUSINESS BENEFITS OF VOC3 INTELLIGENCE SOLUTION VOZIQ s VOC3 Intelligence Solution is built from ground-up to help retail companies achieve and maximize ROI. Here are the ways in which VOZIQ helps you achieve quickest time-to-value from social listening: Real-time listening: Improve customer experience with the real-time listening to the most relevant conversations on social media. Spam control: Spam control with high relevance. Fine tune your searches to precisely focus on what matters most to your business. Relevance engines: 5 Powerful analysis engines to help you track the most important ROI-focused KPIs. Listening libraries: Industry specific listening templates with Boolean logic based keyword rules to help you jumpstart the analysis. Gap analysis: Find and bridge gaps with continuous tracking and benchmarking Against competitors: Compare & find gaps, create strategies to plug them, find new opportunities Across geographies: Performance of stores, markets and regions Across time windows: Trends across seasons (e.g. Holiday Season vs. Super Bowl), current quarter vs. previous quarter Quick operationalization: Drive improvements by quickly operationalizing customer and market insights with role based reports and alerts for your internal teams. Big data technologies: Process huge amount of data with big data technologies and cloud-based infrastructure from Amazon Web Services. Any customer data: Augment social customer opinions with internal data from surveys, call centers and your CRM systems optionally. Expert analysts: We closely work with your teams to fully understand your business goals and tailor the listening program to quickly reach 11

12 CONCLUSIONS VOC3 Intelligence helps you convert the challenge of acquiring and retaining the digital customer into an unprecedented opportunity to align your offerings as closely as possible with the real needs and wants of your customers. The methodology gleans data from the unstructured conversations on social networks, analyzes it, and presents it in specific actionable steps. Such a data-driven business improvement leads to a sustainable competitive advantage in any demanding and competitive market. 12

13 Thank You. See VOC3 Intelligence in action for your company; get in touch for a demo Freedom Drive, Reston, VA, USA : : facebook.com/voziq : twitter.com/voziq ABOUT VOZIQ VOZIQ offers cloud based social media analytics solutions to companies in various industries. These solutions are built from the ground-up with a sharp focus on building and operationalizing social business intelligence for achieving high ROI. VOZIQ s solutions are derived from cutting-edge big-data analytics technology that converts unstructured text from social media buzz into actionable intelligence about customers and competitors. VOZIQ also offers expert analytics services to help you jumpstart your data-driven journey.

Five Key Outcomes of Social CRM

Five 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 information

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence 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 information

WHITE PAPER. Social media analytics in the insurance industry

WHITE 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 information

JamiQ Social Media Monitoring Software

JamiQ 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 information

Customer Experience Management

Customer 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 information

IBM G-Cloud - IBM Social Media Analytics Software as a Service

IBM 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 information

Discover How a 360-Degree View of the Customer Boosts Productivity and Profits. eguide

Discover How a 360-Degree View of the Customer Boosts Productivity and Profits. eguide Discover How a 360-Degree View of the Customer Boosts Productivity and Profits eguide eguide Discover How a 360-Degree View of the Customer Boosts Productivity and Profits A guide on the benefits of using

More information

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships 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 information

Capturing Meaningful Competitive Intelligence from the Social Media Movement

Capturing 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 information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE 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 information

Taking A Proactive Approach To Loyalty & Retention

Taking 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 information

Integrating the social media channel enables CRM to paint a more complete picture of the customer. by Bill Tobey

Integrating the social media channel enables CRM to paint a more complete picture of the customer. by Bill Tobey Expand the Spectru Integrating the social media channel enables CRM to paint a more complete picture of the customer. by Bill Tobey The emergence of social media is changing the way many consumers learn

More information

Business IntelliSENSE Social and Internal Data Marriage for Smarter Decisions

Business 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 information

IBM Social Media Analytics

IBM 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 information

ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER

ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER ENGAGING CUSTOMERS WITH SOCIAL MEDIA A CLARABRIDGE WHITE PAPER EXECUTIVE SUMMARY For a growing number of consumers, social media is the preferred means of gathering product information and interacting

More information

SEPTEMBER 2015 RETAIL ADVERTISING REPORT CARD MAKING THE GRADE IN AN OMNICHANNEL WORLD

SEPTEMBER 2015 RETAIL ADVERTISING REPORT CARD MAKING THE GRADE IN AN OMNICHANNEL WORLD SEPTEMBER 2015 RETAIL ADVERTISING REPORT CARD MAKING THE GRADE IN AN OMNICHANNEL WORLD IS YOUR DIGITAL MARKETING MAKING THE GRADE? A 7% These days, everyone is an omnichannel consumer. We shop in stores,

More information

Meltwater Buzz Social Suite. Anna Pieh-Jankowska

Meltwater Buzz Social Suite. Anna Pieh-Jankowska Meltwater Buzz Social Suite Anna Pieh-Jankowska June 2012 Meltwater Buzz Social Suite Turning Conversations into Customers 1 Listen +Engage Connect Meltwater Buzz Social Suite A powerful suite of tools

More information

Social Media Implementations

Social 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 information

Business Intelligence and Big Data Analytics: Speeding the Cycle from Insights to Action Four Steps to More Profitable Customer Engagement

Business Intelligence and Big Data Analytics: Speeding the Cycle from Insights to Action Four Steps to More Profitable Customer Engagement white paper Business Intelligence and Big Data Analytics: Speeding the Cycle from Insights to Action Four Steps to More Profitable Customer Engagement»» Summary For business intelligence analysts the era

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate 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 information

Decisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com

Decisyon/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 information

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care

Best Practices Brochure. Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships. Customer Care Best Practices Brochure Best Practices for Optimizing Social CRM Maximizing the Value of Customer Relationships Customer Care Social CRM Companies must do more than participate in today s social environment.

More information

GreenClics.com 2012. All rights reserved. Monitoring & Engaging the Green Social Web March 2013

GreenClics.com 2012. All rights reserved. Monitoring & Engaging the Green Social Web March 2013 Monitoring & Engaging the Green Social Web March 2013 About GreenClics.com What we do GreenClics.com is a Corporate Social Responsibility (CSR) & Social Media services company. We leverage advanced web-based

More information

Social Media ROI. First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool. Whitepaper

Social 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 information

Five Tips. For Assembling Integrated Marketing Campaigns

Five Tips. For Assembling Integrated Marketing Campaigns Five Tips For Assembling Integrated Marketing Campaigns A Guide to Building Campaigns that Deliver for Your Small-Business Customers Today s consumers interact in a multiscreen world. They make purchasing

More information

SOCIAL 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 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 information

Advanced Analytics. The Way Forward for Businesses. Dr. Sujatha R Upadhyaya

Advanced Analytics. The Way Forward for Businesses. Dr. Sujatha R Upadhyaya Advanced Analytics The Way Forward for Businesses Dr. Sujatha R Upadhyaya Nov 2009 Advanced Analytics Adding Value to Every Business In this tough and competitive market, businesses are fighting to gain

More information

Moving the NPS Needle - How to Use Customer Feedback to Drive Improvement

Moving 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 information

IBM Social Media Analytics

IBM 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 information

SAP Best Practices for SAP S/4HANA Scope 1511 Cloud Marketing Edition Business Priority view. last update: 2015-11-11

SAP Best Practices for SAP S/4HANA Scope 1511 Cloud Marketing Edition Business Priority view. last update: 2015-11-11 SAP Best Practices for SAP S/4HANA Scope 1511 Cloud Marketing Edition Business Priority view last update: 2015-11-11 SAP Best Practices for Cloud Marketing edition 2015 Value Proposition The SAP Best Practices

More information

Pulsar TRAC. Big Social Data for Research. Made by Face

Pulsar TRAC. Big Social Data for Research. Made by Face Pulsar TRAC Big Social Data for Research Made by Face PULSAR TRAC is an advanced social intelligence platform designed for researchers and planners by researchers and planners. We have developed a robust

More information

Visualizing the Customer Journey Using Analytics. White Paper. Optimizing the Customer Experience. Sponsored by

Visualizing the Customer Journey Using Analytics. White Paper. Optimizing the Customer Experience. Sponsored by Visualizing the Customer Journey Using Analytics Optimizing the Customer Experience White Paper Sponsored by Table of Contents Becoming Customer-Focused 3 Analytics Sharpens the Focus 5 Benefits of an

More information

Beyond listening Driving better decisions with business intelligence from social sources

Beyond 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 information

Social Listening & Analytics:

Social Listening & Analytics: Social Listening & Analytics: A focus on TV broadcasters/producers Listening What is happening around a TV broadcast in social/online media? Analytics How is a TV broadcast performing/benchmarking? Benchmarking

More information

A HOW TO GUIDE CUSTOMER TRAINING CENTER

A HOW TO GUIDE CUSTOMER TRAINING CENTER KPIs For Social Media Monitoring CUSTOMER TRAINING CENTER KPIs FOR SOCIAL MEDIA MONITORIING Social media monitoring can produce many forms of data. The extent and range of this data can be so vast, it

More information

Social Media Monitoring in Fifteen Minutes

Social Media Monitoring in Fifteen Minutes Social Media Monitoring in Fifteen Minutes By Murray Newlands Murray Newlands 1 Table of Contents Social Media monitoring Guides your Business Introduction: Social Media Monitoring How Social Media monitoring

More information

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE

ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE KEY FEATURES Global social media, web, and news feed data Market-leading listening quality Automatic categorization Configurable dashboards, drill-down

More information

Inbound Digital Marketing Proposal Webfactories

Inbound Digital Marketing Proposal Webfactories Inbound Digital Marketing Proposal Webfactories Prepared For Sample Company SAMPLE COMPANY Created By Richie Parsotan Webfactories orders@webfactories.biz http://www.webfactories.biz Proposal Letter Sample

More information

WHITE PAPER Analytics for digital retail

WHITE 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 information

Targeting. 5 Tenets. of Modern Marketing

Targeting. 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 information

Customer Experience Management

Customer Experience Management Customer Experience Management 10 tips for the successful development and execution of Chris Bland Research Director SPA Future Thinking Introduction, sometimes referred to as Customer Feedback Programmes,

More information

Targeted measurable marketing

Targeted 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 information

Ensighten Activate USE CASES. Ensighten Pulse. Ensighten One

Ensighten Activate USE CASES. Ensighten Pulse. Ensighten One USE CASES Ensighten Activate Ensighten One Ensighten Pulse Use Case: On-Site Targeting based on Off-Site Display Ad Deliver relevant content to customers after they viewed or clicked through an Off-Site

More information

Why Enterprises Need a Social Media

Why Enterprises Need a Social Media Why Enterprises Need a Social Media Management System Introduction As social media continues to evolve, businesses are incorporating new cutting-edge technologies and applications into their online marketing

More information

Digital Communication Management (DCM)

Digital Communication Management (DCM) Product Overview November 21, 2013 Digital Communication Management (DCM) 1 Agenda Why Digital Communication Management Communication Challenges Digital Communication Management Overview How it Works Questions

More information

CHOOSE THE RIGHT ONE!

CHOOSE THE RIGHT ONE! The social intelligence company CHOOSE THE RIGHT ONE! GROUPING SOCIAL MEDIA MONITORING TOOLS Whitepaper The social intelligence company BRIEF Monitoring social media! Do I need this? How do I get started?

More information

A Quick Start Guide On How To Promote Your Site Using the SEO Tool Belt

A Quick Start Guide On How To Promote Your Site Using the SEO Tool Belt A Quick Start Guide On How To Promote Your Site Using the SEO Tool Belt Welcome to SEO Tool Belt, a set of 15 cloud-based tools for SEO, Social Media Analytics and Competitive Analysis. This platform boasts

More information

See how social media listening and engagement can help your business

See how social media listening and engagement can help your business See how social media listening and engagement can help your business In a socially connected world, engagement with your customers can happen anywhere or anytime. Microsoft Social Engagement puts powerful

More information

SYNTHESIO PRODUCT GUIDE THE EXPERIENCE RELEASE

SYNTHESIO PRODUCT GUIDE THE EXPERIENCE RELEASE OVERVIEW This guide details new features introduced in the October Experience Release, unveiled to current customers on October 15th, 2014 and the general public on October 30th, 2014. This release introduces

More information

The Key to Relentless Marketing...

The Key to Relentless Marketing... WHITE PAPER The Key to Relentless Marketing... Anticipate, Automate, Syndicate WHITE PAPER 1 Table of Contents Executive Summary 1 The Business Challenge: Effective Marketing in an Increasingly 1 Complex

More information

Take Advantage of Social Media. Monitoring. www.intelligencepathways.com

Take 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 information

DO YOU YOU HAVE THE. Our experts can get you there REPUTATION MANAGEMENT

DO 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 information

Online Marketing Training

Online 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 information

Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics. Prof.dr. Dalia Krikščiūnienė

Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics. Prof.dr. Dalia Krikščiūnienė Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics Prof.dr. Dalia Krikščiūnienė Microsoft AX Dynamics- marketing module ERP in cloud Industry trends for ERP

More information

Direct-to-Company Feedback Implementations

Direct-to-Company Feedback Implementations SEM Experience Analytics Direct-to-Company Feedback Implementations SEM Experience Analytics Listening System for Direct-to-Company Feedback Implementations SEM Experience Analytics delivers real sentiment,

More information

HOW SOCIAL MEDIA IMPACTS SEO? a publication by

HOW SOCIAL MEDIA IMPACTS SEO? a publication by HOW SOCIAL MEDIA IMPACTS SEO? a publication by Authors Written by Sarah Bundy, Founder & CEO of All Inclusive Marketing, is an award winning leader in the performance marketing space. Sarah drives the

More information

WHITE PAPER Closing the Loop on Social Leads. A Hootsuite & 2DiALOG HubSpot White Paper

WHITE PAPER Closing the Loop on Social Leads. A Hootsuite & 2DiALOG HubSpot White Paper WHITE PAPER Closing the Loop on Social Leads A Hootsuite & 2DiALOG HubSpot White Paper Closing the Loop on Social Leads A Guide to Measuring Social Media Lead Generation Social media has outgrown its infancy

More information

Engage your customers

Engage 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 information

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead

More information

Selecting the Right Social Media Monitoring Tools!

Selecting the Right Social Media Monitoring Tools! Selecting the Right Social Media Monitoring Tools! Exposing the real weaknesses and strengths of web and enterprise technology products Jarrod Gingras Analyst / Director of Advisory Services Real Story

More information

MARKETING ANALYTICS AS A SERVICE

MARKETING ANALYTICS AS A SERVICE MARKETING ANALYTICS AS A SERVICE WEATHER BASED CONTENT PERSONALIZATION Joseph A. Marr, Ph.D. Senior Principal Data Scientist SYNTASA Kirk D. Borne, Ph.D. Advisory Board Member SYNTASA MAY 2014 INTRODUCTION:

More information

Leveraging Big Social Data

Leveraging Big Social Data Leveraging Big Social Data Leveraging Big Social Data New ways of processing and analyzing Big Data have led to innovations across many industries from software that can diagnose Parkinson s to earthquake

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

SOCIAL ENGAGEMENT: TRENDS, CASES & THE NEW MODEL IN ACTION PART FIVE. Social Media Performance Metrics

SOCIAL ENGAGEMENT: TRENDS, CASES & THE NEW MODEL IN ACTION PART FIVE. Social Media Performance Metrics SOCIAL ENGAGEMENT: TRENDS, CASES & THE NEW MODEL IN ACTION PART FIVE Social Media Performance Metrics SOCIAL MEDIA PERFORMANCE METRICS If there is anything that differentiates the personal use of social

More information

POWER YOUR ECOMMERCE BUSINESS

POWER YOUR ECOMMERCE BUSINESS ebook POWER YOUR ECOMMERCE BUSINESS With Referral Marketing Did you know that customers are 4 times more likely to buy when referred by a friend? Learn how to launch a successful ecommerce referral marketing

More information

Social Business Analytics

Social Business Analytics 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 information

WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD. Create and deploy IT solutions for business

WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD. Create and deploy IT solutions for business WHITE PAPER MULTI-CHANNEL CAMPAIGNS IN A CONNECTED WORLD White paper - Multi-Channel Campaigns in a Connected World - Prodware 1 Create and deploy IT solutions for business Navigating Multi-channel Marketing

More information

Syndacast 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 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 information

Foodie Blogroll Media Kit 2013 Packages & Pricing Contact Us: (802) 851-7471 sales@foodieblogroll.com

Foodie Blogroll Media Kit 2013 Packages & Pricing Contact Us: (802) 851-7471 sales@foodieblogroll.com Rev. 1-1/10/2013 1 Our Reach At A Glance 16K VETTED FOOD BLOGGERS 14 MILLION MONTHLY UV s* 100 MILLION IAB MEDIA IMPRESSIONS Engage Our Audience Sweepstakes Product Sampling Contests Brand Ambassadors

More information

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 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 information

MARKETPLACES. be seen. CHANNELADVISOR MARKETPLACES WILL ENABLE YOU TO: And Many More

MARKETPLACES. be seen. CHANNELADVISOR MARKETPLACES WILL ENABLE YOU TO: And Many More DATA SHEET be seen. MARKETPLACES Amazon, ebay and other marketplaces like Jet.com, Newegg and Sears account for a growing portion of global online retail sales. Online retailers of all sizes are recognizing

More information

Customer Experience Management (CEM) Technology: What, Why, and How Does It Work

Customer Experience Management (CEM) Technology: What, Why, and How Does It Work Customer Experience Management (CEM) Technology: What, Why, and How Does It Work February 2005 Executive Summary A new class of technology has arrived. Customer Experience Management (CEM) Technology delivers

More information

Real-Time Analytics: Integrating Social Media Insights with Traditional Data

Real-Time Analytics: Integrating Social Media Insights with Traditional Data SAP Brief SAP Rapid Deployment s SAP HANA Sentiment Intelligence Rapid-Deployment Objectives Real-Time Analytics: Integrating Social Media Insights with Traditional Data Capturing customer sentiment from

More information

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.

Voice. 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 information

actionable big data. maximum roi. HOW TO DRIVE OFFLINE RETAIL SALES USING ONLINE MARKETING Building a bridge to overcome the online to offline gap

actionable big data. maximum roi. HOW TO DRIVE OFFLINE RETAIL SALES USING ONLINE MARKETING Building a bridge to overcome the online to offline gap actionable big data. maximum roi. HOW TO DRIVE OFFLINE RETAIL SALES USING ONLINE MARKETING Building a bridge to overcome the online to offline gap Why read this paper? We are inundated with online marketing

More information

Sample Reporting. Analytics and Evaluation

Sample Reporting. Analytics and Evaluation Sample Reporting Analytics and Evaluation This sample publication is provided with the understanding that company names and related example reporting are solely illustrative and the content does not constitute

More information

Build Better Social Relationships and Realize Better Results

Build Better Social Relationships and Realize Better Results SAP Brief Adobe Marketing s from SAP Adobe Social from SAP Objectives Build Better Social Relationships and Realize Better Results Develop relationships that work for you and your customers Develop relationships

More information

Customer Timeline - New in Summer 2012. Web Lead Capture - New in Summer 2012. Built-In Dashboards - New in Summer 2012

Customer Timeline - New in Summer 2012. Web Lead Capture - New in Summer 2012. Built-In Dashboards - New in Summer 2012 What s New Maximizer CRM 12 Features New Mobile Access User Interface Enhanced Mobile Access Appointment Management Enhanced Web Access User Interface Improved Web Access Speed & Navigation LinkedIn Integration

More information

the beginner s guide to SOCIAL MEDIA METRICS

the beginner s guide to SOCIAL MEDIA METRICS the beginner s guide to SOCIAL MEDIA METRICS INTRO Social media can be an incredibly important business tool. Tracking the right social metrics around your industry, company, products, competition and

More information

How to select the right Marketing Cloud Edition

How to select the right Marketing Cloud Edition How to select the right Marketing Cloud Edition Email, Mobile & Web Studios ith Salesforce Marketing Cloud, marketers have one platform to manage 1-to-1 customer journeys through the entire customer lifecycle

More information

Multichannel Customer Listening and Social Media Analytics

Multichannel Customer Listening and Social Media Analytics ( Multichannel Customer Listening and Social Media Analytics KANA Experience Analytics Lite is a multichannel customer listening and social media analytics solution that delivers sentiment, meaning and

More information

Small Business Entrepreneurs In 2015

Small Business Entrepreneurs In 2015 Quick Tips for Small Business Entrepreneurs In 2015 Advice you can t afford to miss! 1 Table of Contents 1. Introduction 3 2015 The Year of Customer Experience 2. Tips for Marketing Your Product Better:

More information

Overview, Goals, & Introductions

Overview, 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 information

Application of Big Data in Retail

Application of Big Data in Retail Application of Big Data in Retail 5Ways Retailers Can Use Big Data Analytics Contents Executive Summary No Dearth of Data Big Data Analytics in Retail: Five Areas to Focus 3 4 5 Personalization ecommerce

More information

THE POWER OF INFLUENCE TAKING THE LUCK OUT OF WORD OF MOUTH

THE POWER OF INFLUENCE TAKING THE LUCK OUT OF WORD OF MOUTH THE POWER OF INFLUENCE INTRODUCTION Word-of-mouth marketing has always been a powerful driver of consumer behavior. Every experienced marketer knows that customers are more likely to base purchasing decisions

More information

Winning with an Intuitive Business Intelligence Solution for Midsize Companies

Winning with an Intuitive Business Intelligence Solution for Midsize Companies SAP Product Brief SAP s for Small Businesses and Midsize Companies SAP BusinessObjects Business Intelligence, Edge Edition Objectives Winning with an Intuitive Business Intelligence for Midsize Companies

More information

Delivering new insights and value to consumer products companies through big data

Delivering new insights and value to consumer products companies through big data IBM Software White Paper Consumer Products Delivering new insights and value to consumer products companies through big data 2 Delivering new insights and value to consumer products companies through big

More information

Social Media Analysis and Audience Engagement

Social Media Analysis and Audience Engagement Solution in Detail Media and Marketing Executive Summary Contact Us Social Media Analysis and Audience Engagement Analyze Social Media and Engage Customers Audience Engagement Consumer Experiences Social

More information

Maximize Social Media Effectiveness with Data Science. An Insurance Industry White Paper from Saama Technologies, Inc.

Maximize Social Media Effectiveness with Data Science. An Insurance Industry White Paper from Saama Technologies, Inc. Maximize Social Media Effectiveness with Data Science An Insurance Industry White Paper from Saama Technologies, Inc. February 2014 Table of Contents Executive Summary 1 Social Media for Insurance 2 Effective

More information

hybris Solution Brief HYBRIS MARKETING Market to an Audience of One

hybris 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 information

Capitalizing on the power of big data for retail

Capitalizing on the power of big data for retail IBM Software Big Data Retail Capitalizing on the power of big data for retail Adopt new approaches to keep customers engaged, maintain a competitive edge and maximize profitability 2 Capitalizing on the

More information

SOCIAL MEDIA MONITORING AND SENTIMENT ANALYSIS SYSTEM

SOCIAL 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 information

Agenda Overview for Customer Experience, 2015

Agenda Overview for Customer Experience, 2015 G00270544 Agenda Overview for Customer Experience, 2015 Published: 22 December 2014 Analyst(s): Jake Sorofman Customer experience has emerged as a top priority for marketers. This overview summarizes how

More information

5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS

5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS TIP SHEET 5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS Social media participation has become a must for businesses today. A survey by CMO in February 2012 revealed that marketers expect to spend almost

More information

Evaluate Digital Digital Marketing Strategy

Evaluate 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 information

> How it works FAQ - TV SYNCED ADS. 1. TV-Synced Ads : Ok, but what is it exactly? 2. Why is TV-Synced ads relevant?

> How it works FAQ - TV SYNCED ADS. 1. TV-Synced Ads : Ok, but what is it exactly? 2. Why is TV-Synced ads relevant? FAQ - TV SYNCED ADS > How it works The reason for syncing ads from TV to digital is simple. More and more people turn their attention away from the TV screen during the ad break. They login to check their

More information

Gigya Pricing Proposal

Gigya Pricing Proposal Gigya Pricing Proposal Gigya provides websites and apps with a complete social infrastructure that creates immersive social experiences for users, and provides unparalleled customer insights for businesses.

More information

THE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics

THE 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 information

Enterprise Grade CRM on Cloud

Enterprise Grade CRM on Cloud www.efffiasoft.com TAKE YOUR BUSINESS TO THE NEXT LEVEL WITH EFFIASOFT S Enterprise Grade CRM on Cloud Customer Relationship Management A comprehensive, easy-to-use, customizable and integrated solution

More information

Loyalty. Social. Listening

Loyalty. Social. Listening Loyalty Social Listening Listen Understand Engage We integrate Social Listening data with existing research and other data to help our clients drive brand preference and customer loyalty Loyalty Social

More information