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

Facebook

Contact Centre

BlogsForums

Customer Emails

Surveys

Twitter

Enterprise Data

unstructuredstructured

facebook

blogscomments

surveyscontact centre transcript

NPStwitter

voice to text

email

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 Managementdarren.sharp@resonatesolutions.com.au+61 (0)419 314 655Twitter:@dasharpwww.resonatesolutions.com.au

Conversations. Communities. Collaboration.