Introduction to Social Business Intelligence

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Rebecca Carson | Brandwatch, Head of Insights

Social business intelligence sounds great!

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But conducting Social Research can sometimes feel a bit like this…

Now what..?

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Its not “Business Intelligence” unless you can do something with it

That’s interesting

DATA

MIND BLOWNBUSINESS

INTELLIGENCE

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Two key elements to successfully using social for business intelligence

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Timing Asking the Right

Questions

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TIMING

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Campaign Optimisation

Example

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Without listening, Social ROI is hard to establish

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Plan Engage ROI?

Evidence based social brand management

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Listen Plan Engage

ROI

Optimisation

ListenAgain

Today

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Listen Plan Engage

ROI

Optimisation

ListenAgain

ASKING THE RIGHT

QUESTIONS

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Could my social customer service channel

be improved?

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Check your reaction times

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BRAND REPLIES CONSUMER POSTS

Average Response in 51.9 min Average Response in 1.46 hr

Evaluate your impact

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POSITIVE NEUTRAL NEGATIVE NET SENTIMENT

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ASKING THE RIGHT

QUESTIONS

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Who should I be talking to online?

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Twitter Network Map

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@beautyfrosting

@IMKristenBell

@InfluensterVox

@Neutragena

@RobBarnes338

@HGTVMagPromo

@Eizamusica

@MamaHolistica

@BlessedMama86

@dulcecandy

@_everday_life_

@SchoolYardStyle

@Genofsavings

#WipesForWaterEarth Month 2015

MALE FEMALE ORGANISATION Node size is proportionate to follower number

Now you know

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Thank-you!Questions?

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