Social Media “Get Plugged In and Turned On with QLX”

“In the olden days, someone might have a bad customer experience and tell 10 people. But now, with the rise of blogs, Twitter and Facebook, that person might be able to tell 100,000 people per minute. This totally changes the dynamic and approach to customer retention”

The most three most trusted forms of advertising are: Recommendations from people I know – 90% Consumer opinions posted online – 70% Branded websites - 70% What Social Media has done is make the traditional two-way word of mouth marketing accessible and available to everyone with a computer (or phone). FROM THIS: TO THIS: Word-of-Mouth Goes Virtual

All Communication within the social media arena should support your company’s business strategy and brand promise by: 1.Decreasing negative mentions in online conversations. 2.Creating excellent online branded content to make it visible and sharable. 3.Establish your company as an active and trustworthy entity in online conversations. 4.Increase the traffic of your commercial Website with the objective to convert traffic to customers. 5.Provide excellent customer service. Social Media Analytics Ultimate Goal

A company can influence its audiences through 10 online channels. This includes the following: Social Media Top Channels Influence Channels RelevanceExample Social Network Sites The online communities that are often the first place to share life stories. Your day might start and end with it. You know who are your audiences and their interests. Facebook, Renren Micro Blogging Sites An effective way to connect with online influencers who often share or comment on your news in real time. Twitter, Weibo Search EngineYou need to know what audiences search, where audiences are taken when they search. Google, Bing, Yahoo, Baidu Blog Sites You need to know who are the top influencers that drive relevant share of voice in different languages. Personal blog sites Videos A place company post videos about new launched product, promotion, or interviews. A place top influencers post reviews and feedback towards your brand. Youtube Images Companies often forget to tag all content in the 10 languages that can reach up to 90% of the online active population. Pinterest, Instagram Forums A key is to know who drive conversation in the forums. Forum moderators with high volume activities are the target. Industry interest forums Wikipedia A free online peer edited online encyclopedia. Nearly every brand or topic has a Wikipedia entry. Wikipedia has been considered an “official” place to seek information. Wikipedia Audios A place that people will listen to while driving. You can podcast all types, plus audio tracks of videos. Radio channels SlidesA place to share public presentations.SlideShare

Real-Time Social Media Monitoring. Keep track of the most relevant conversations about your brand and products. Real-Time Social Media Monitoring. Keep track of the most relevant conversations about your brand and products. One Portal to control all your Social Media Channels. Find Influencers Do they exist? Are they your clients? How to engage them? Find Influencers Do they exist? Are they your clients? How to engage them? What are your customers saying about your company, product or services? EDW Big Data(ex. Hadoop) Unstructured Data EM BI EG DI Base QLX SAS Find Relationship with the following: Relationship Databases SAS Solutions (TIS) CRM The Social Media Database and SAS Social Database Provide Demo For Inwi

Social Media Data is one key element that lets you understand the opportunity to listen to your customers, but you can glean much more useful information by integrating that information with other exploratory and quantitative data. SAS TIS and your social data to make more robust reports and KPIs, based in: · Customer, Contract, Account, Services, Plan data; · Call detail records (CDR’s) for pre-paid and post-paid customers; · Disconnection, Credit, Payment information (current and historical). Connect your Social Media Data with your Customer loyalty program to create a better channel to interact with your customers. Your Marketing data can be connected to your Social Media data to create a true 360-degree view of your customer. By connecting conversations to your products, you can tailor topics to your biggest business issues by interpreting conversation data to address specific decisions across your market strategy, media planning, interactive/Web marketing, public relations and customer care divisions. QLX Transform

QLX analytical tools have the ability to apply common text analytics methods to gain insight that other vendors often overlook (sarcasm, disambiguation, misspellings, etc.) Includes industry-specific sentiment taxonomy engines for multiple industries (e.g., online retail, hospitality and gaming, multichannel retail, telecommunications, consumer banking, automotive, insurance, public policy, commercial pharmaceuticals and entertainment) Continuous improvement of tone identification accuracy by deploying both a statistically derived and business rules-driven sentiment scheme. The ability to merge positive or negative tone from surveys, call center notes, and social media to understanding customer reaction to products or services. The level of activity and online presence of your customers (A simple online comment can explain why someone left as well as calculate how much this can impact your company's online presence). QLX Analysis

After Extracting, Transforming and Analyzing, what do you get?

What are your customers saying about your company, product or services?. To move forward you need to fully understand the rules of engagement for your specific target audience and where and why they are engaged – which is likely far beyond just Facebook and Twitter activity count. Based on our experience working with brands trying to optimize the social media space, we have put together strategies for implementing the most usable social media listening and measurement programs. Customer Speak …

Use the community to get feedback and ideas to improve your products or services. Event oriented communications in which the customer is genuinely interested. Enhanced and empowered customer, after sales, and technical support. …

Influencers can be customers or non-customers that share stories about your brands or services. The more influential they are, the more impact their stories have on the success of a business. Find Key Online Influencers …

Easily find influencers by analyzing: Large followings on social media Engagement in social media through retweets, Facebook likes, Comments, etc. Clear signs of engagement on their blog such as shares and comments Search and filter influencers by: Industry Brand Service Area …

One Channel per social media platform for better coordination. Immediate access to all Messages, Comments and online Reviews. The Head of Social Media has access to all Social Media Metrics. One Portal to control all your Social Media Channels One Portal to Control …

Marketing Department is now able to get … Social Key Metrics Measures Gain insight about what’s trending and consumer sentiment (positive, negative or neutral), based on the amount of activity. Compare this information against competitors. Customizable Dashboard Easily configure the dashboard to meet your specific needs and interests, including a variety of user-friendly graphs. Relevant Social Accounts Set up accounts in new and fast growing social portals. Determine which are the best tools to manage and market those new accounts. Quick Social Information Monitor changes in social media channels, so your company can make smart adjustments for new developments. New Channels Deliver promotional content and campaigns through the various social channels. …

Engage With Key Influencers Identify the key people driving the important conversations, and then observe and engage them. Be Real Time Proactive Drill-down from social listening and trends to actual posts, conversations, and comments so you can identify what’s important, engage quickly and efficiently, and be active in brand conversations that matter. Superior Customer Service Designed to scale for high-volume social interactions, the agent interface pulls together everything you need to manage customer conversations in real time. Geography and demographics Learn where the conversations are happening by country, state or city; as well as by gender and profession. Real-Time Social Media Monitoring …

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