how to win friends and influence people using big data
DESCRIPTION
Presentation to the Web 3.0: Investigating the Future of Social Media conference 25-27 June 2012 Sydney. This presentation explores how to leverage Big Data for your company or brand; why it's important to capture and analyse structured and unstructured data; and how "Voice of the Customer" platforms can improve social listening & customer experience.TRANSCRIPT
How to Win Friends and Influence People Using Big Data
Darren SharpSenior ConsultantResonate Solutions+61 (0)419 314 655Twitter:@dasharp
Web 3.0: Investigating The Future of Social MediaSydney Tue 26 June 2012
Resonate Solutions
• Managed online communities
• Closed-loop feedback programs – NPS
• Social Media Monitoring & Analysis
• Social Media Strategy
Six Ways to Make People Like You
1. Become genuinely interested in other people.
2. Smile.
3. Remember that a person's name is, to that
person, the sweetest and most important
sound in any language.
4. Be a good listener. Encourage others to talk
about themselves.
5. Talk in terms of the other person's interest.
6. Make the other person feel important – and
do it sincerely.
“In the post-commercial society, consumption
becomes one of the most important ways of
expressing views and values…buying a
product is no longer a result of identification
with a brand but a vote for the producer”
Tom Beckman, Executive Creative Director, Prime, June 2012
http://www.flickr.com/photos/edart/247265514/
Managing the flood of Big Data in Digital Marketinghttp://bit.ly/MsB5MW
How much data is created every minute?
• 2 million Google queries
• 684,478 pieces of content
shared by Facebook users
• 100,000 tweets
• 27,778 Tumblr blog posts
• 3,600 Instagram photos
• Over 200 million emails
• 571 new websites created
http://on.mash.to/MsAYRk
Web 3.0 – Filtering Social Streams Nova Spivack
• Social streams are quickly becoming key drivers for
how content on the Web is found.
• But how are things found in social streams? It turns out
existing search engines, like Google, are not well-
suited for searching the stream.
• The ability to filter the stream for just those subsets of
messages you actually care about is going to be
absolutely essential in coming years.
http://www.novaspivack.com/uncategorized/keeping-up-with-the-stream
Drowning in the Stream – new challenges for a new Web, Nova Spivackhttp://www.novaspivack.com/uncategorized/drowning-in-the-stream-new-challenges
How to swim in the stream of customer data?
Branded Online Communities
Contact Centre
BlogsForums
Customer Emails
Surveys
Enterprise Data
unstructuredstructured
blogscomments
surveyscontact centre transcript
NPStwitter
voice to text
COMPLAINTSAnon.
identity
forum
voting
Customer Data
ResonateCustomer insight & action platform – across all customer feedback…
Customer Experience
ActMonitor Collect Discover Improve
Qual + Quant = Value
What is being said… In what context…
SwiftRiver’s Goals
• SwiftRiver empowers non-profits, NGOs, governments, who wish to speed up the processing of data during emergency events.
• It enables the filtering and verification of real-time data from channels like Twitter, SMS, Email and RSS feeds.
http://ushahidi.com/products/swiftriver-platform/
http://www.gvfi.org/index.php
http://www.kaggle.com/
Summary
• Buying a product has become a vote for the
producer
• Be a good listener. Encourage your customers
to talk about themselves
• Big Data has arrived. There’s an exponential
increase in the amount of data being produced
Summary
• Your ability to filter The Stream is going to be
absolutely essential in the years to come
• Are you capturing unstructured data - what
people are saying about your brand online?
• What are you doing with this data to improve your
business?
Don’t try this…
Thanks!
Darren SharpSenior Consultant, Community [email protected]+61 (0)419 314 655Twitter:@dasharpwww.resonatesolutions.com.au
Conversations. Communities. Collaboration.