The Social Media DNA: Implementing social media listening within your organization

Loic Moisand CEO SYNTHESIO

The Social Media DNA Implementing social media listening within your organization

It is not (all) about marketing, all departments need to be involved

PR – Crisis management

Identify the beginning of a potential crisis before it spreads, to minimize brand damage. Establish a direct dialogue with key journalists, bloggers, etc. Conduct real-time engagement activities to communicate directly with consumers.

Market Research – Social Media as a super focus group

Analyze online conversations, opinions, wants and needs regarding a brand and/or topic. Identify a brand’s strengths, weak signals, opportunities for improvement, and measure competitor presence / progress.

Marketing – Nurture a community of brand advocates

Build a community of brand advocates. Identify influential individuals and websites to improve targeting and amplify your messages.

Customer support– Social CRM initiatives

Establish real-time communication between your brand and consumers to improve service, customer satisfaction and sales.

Start engaging with your customers online

Lead generation Number of coupon offers redeemed through social media Sales triggered

Competitors‘ benchmarking Audience Demographics of communities Market share of voice Net Promoter Score

Customer satisfaction Response rate Response time # of cases resolved Savings compared to traditional customer service channels (reduction in call volumes)

Campaign social score Impact on SEO and website traffic registrations by third-party logins # of and growth rate of fans and followers Loyalty – Number of interactions and growth rate

Volume of mentions Social vs mainstream media Media value Share of voice Influence level of community members reached

3 step process for successful web monitoring strategies

Audit Monthly report

Alerts

Thank you

Loic Moisand Loic@synthesio.com

Paris – London – New-York