Advanced Social Media Monitoring

Social Media Analytics Workshop#SXSW 2013 #leansocial #socialmeasure

Susan Etlinger

@setlinger

AlistairCroll

@acroll

Margaret Francis

Blake Robinson@blake@margaretfrancis

What You Will Get Out Of This Workshop • Insight into how companies are measuring ROI for social media

activities in sales, marketing, operations functions and more • Better understanding of correlation vs. causality and other

analysis best practices • Examples of the metrics brands use to demonstrate social media

success– For channels– For campaigns – For ROI

• Overviews of the tools, applications, and approaches they use to get them

• Guidelines & best practices for data visualization

Workshop Agenda

• 3:30-3:40: Intros & Logistics • 3:40-3:50: Measuring ROI • 3:55-4:05: Analysis best practices • 4:10-4:20: Choosing Social Networks • 4:25-4:40: Channel Metrics • 4:45-5:00: Campaign Metrics • 5:05-5:15: Data Visualization• 5:20-5:35: ROI Analysis Reprise • 5:35-6:00: Q & A/ Final Wrap Up

• 5 minutes breaks throughout are for audience participation/ Q&A

Introductions

• Susan Etlinger: The Industry Analyst @setlinger – Measurement matters because companies need to know ROI. And it is

possible to measure ROI on social media marketing programs• Alistair Croll: The Entrepreneur @acroll

– Measurement matters because data should inform business design and direction. And doing it well is both art and science.

• Blake Robinson: The New Tech Specialist @blake – Measurement can help us improve campaigns- social, digital, cross

channel. There are some great applications out there to help us execute. • Margaret Francis: The Marketing Exec @margaretfrancis

– Measurement is a key element of audience understanding and the genesis of all campaign design and execution. Especially on social channels.

Session Attendee Survey Data

Session Attendee Survey Data

• >insert survey results< ALISTAIR

2.20

2.70

3.20

3.70

4.20

4.70

5.20

Avg

Relative Importance of Topics

Organizational size

Un-important

Somewhat important

Very important

Absolutely critical

'2-10 2 2 5101-500 4 511-100 3 4 95001+ 1 4 1501-5000 1 2Grand Total 3 5 13 22

(We got a little carried away)

Qualitative Insights

• “There’s no consensus on how to measure ROI in the industry. Or even on my team.”

• “There’s no one tool that does it all.” • “I have to go to every single social network to

get metrics.” • “The metrics are different on every network.” • “I know it’s important to analyze. I just have

limited time and resources to do it.”

Q & A

• What other topics should we hold time at the end of the session for?

ROI on Social Media: State of the State

13

“Essentially, all models are wrong, but some are useful.”

George E. P. Box

14

Where are we?

Social data is everywhere

15

Companies now average an overwhelming number of corporate-owned accounts

“41% of of more than 1,000 companies and agencies

surveyed had ‘no return of investment figure for any of the money they had spent on social channels as of October 2011.’”

eConsultancy, State of Social Report, November 2011

17

“There is no single ROI for social media.”

Richard Binhammer, Dell Inc.

19

Measurement Challenges

Barriers to understanding revenue impact

20

21

How Companies Measure

22

Top-Down Approaches

Bottom-Up Approaches

23

No single approach dominates; it’s a mix

24

What determines the mix today?

25

Examples

26

Revenue is not the primary goal (yet)

27

The Honeymoon Period: Measurement challenges and exuberance have granted a (temporary) reprieve

Authentication and identity: Still nascent: Facebook Connect, OpenID have low adoption: CRM integration yet to come

Organization isn’t ready: Silos trap critical insight and inhibit sharing

For ROI, only half the picture: No one is looking at the “I” in ROI--yet

Why not?

28

29

What’s Next?

Holistic View of Top-Down, Bottom-Up

• Ecosystem of tools: no single tool can satisfy every organizational requirement or bridge the many device gaps

• Qualitative measurement will provide context Data triangulation/integration is just beginning

• CRM, BI, Market Research. The customer-of-record and the product-of-record

Customer journey becomes even more dynamic

• More devices generating data feeds and streams

• The race to solve for identity Organizational integration is beginning—slowly

• It’s not a linear path

Emerging Trends

30

“I feel like we’re all data chemists at this point, trying to put a bunch of stuff into our beakers to see if it works.”

− Ken BurbaryChief Digital Officer, Campbell Ewald

31

Q & A

• Which business goals is most important for your company? What’s secondary? Tertiary? – Operational Efficiency– Marketing Optimization – Innovation – Revenue Generation– Brand Health – Customer Experience

Working with Data: Best Practices in Analytics

http://www.flickr.com/photos/itsgreg/446061432/

Analytics is the measurement of movement towards your business goals.

http://www.flickr.com/photos/itsgreg/446061432/

Kevin Costner is a lousy entrepreneur.

Don’t sell what you can make.Make what you can sell.

In a startup, the purpose of analytics is to iterate to a product/market fit before the money runs out.

Hotmailwas a database company

Flickrwas going to be an MMO

Twitterwas a podcasting company

Autodeskmade desktop automation

Paypalfirst built for Palmpilots

Freshbookswas invoicing for a web design firm

Wikipediawas to be written by experts only

Mitelwas a lawnmower company

Most startups don’t know what they’ll be when they grow up.

A good metric is

Clear, comparable ratios

Tied to your business model

Actionable, not vain

Correlated or causal

Leading or Lagging

Comparable ratios: think about a car

• Clear: You know 60MPH is twice as fast as 30MPH– In a country, speed limits and mileage are well understood– Kilometers are conveniently decimal; miles map to hours

• Rates: Miles travelled is good; miles per hour is better; accelerating or decelerating changes your gas pedal

• Business model: You can measure “MPH divided by speeding tickets” as a metric of “driving fast without losing my license”

Vanity

Makes you feel good, but doesn’t change how you’ll act.

Picks a direction.

Actionable

http://www.flickr.com/photos/lostseouls/807253220/ http://www.flickr.com/photos/aussiegall/6382775153/

http://www.flickr.com/photos/lostseouls/807253220/

http://www.flickr.com/photos/aussiegall/6382775153/

HitsA metric from the early, foolish days of the Web. Count people instead.

Page viewsMarginally better than hits. Unless you’re displaying ad inventory, count people.

VisitsIs this one person visiting a hundred times, or are a hundred people visiting once? Fail.

Unique visitorsThis tells you nothing about what they did, why they stuck around, or if they left.

Followers/friends/likes

Count actions instead. Find out how many followers will do your bidding.

Time on site, or pages/visit

Poor version of engagement. Lots of time spent on support pages is actually a bad sign.

Emails collectedHow many recipients will act on what’s in them?

Number of downloads

Outside app stores, downloads alone don’t lead to lifetime value. Measure activations/active accounts.

If it won’t changehow you behave,it’s a

badmetric.ht

tp://

ww

w.fl

ickr

.com

/pho

tos/

circ

asas

sy/7

8581

5567

6/

http://www.flickr.com/photos/circasassy/7858155676/

2-sided market model:AirBnB and photography

• Stage: Revenue• Model: 2-sided marketplace

• Rental-by-owner marketplace that allows property owners to list and market their houses. Offers a variety of related services as well.

AirBnB tests a hypothesis

• The hypothesis: “Hosts with professional photography will get more business. And hosts will sign up for professional photography as a service.”

• Built a concierge MVP• Found that professionally photographed listings got

2-3x more bookings than the market average.• In mid-to-late 2011, AirBnB had 20 photographers in

the field taking pictures for hosts.

http://www.flickr.com/photos/roryfinneren/65729247

A few words on causality.

http://www.flickr.com/photos/stuttermonkey/57096884

http://www.rvca.com/anp/wp-content/plugins/wp-o-matic/cache/57226_07+proof+1a+hb+beach+day.jpg


http://www.imdb.com/media/rm3768753408/tt0073195


http://www.flickr.com/photos/kapungo/2287237966


http://www.flickr.com/photos/25159787@N07/3766111564


http://www.flickr.com/photos/wheressteve/3284532080


http://www.flickr.com/photos/wtlphotos/1086968783


http://www.flickr.com/photos/germanuncut77/3785152581


http://www.flickr.com/photos/fasteddie42/2421039207


Correlated CausalTwo variables that change in similar ways, perhaps because they’re linked to something else.

An independent factor that directly impacts a dependent one.

Summer

Ice creamconsumption

DrowningCorrelated

Causa

l Causal

Leading LaggingNumber today that shows metric tomorrow—makes the news.

Historical metric that shows how youre doing—reports the news.

Q & A

• Do you believe that your personal engagement with brands via social media causes you to behave differently as a consumer/ customer? – Always– Sometimes– Occasionally – Never – I’m a confirmed Luddite that has opted out of all social

media network participation so this is N/A for me. I’m just here to watch.

Q & A

• Do you believe that consumer/ customer engagement with your brand(s) via social media causes new behaviors or is social media engagement with your brand(s) correlated to other phenomena? – Causative– Correlative– Both. Depends on the situation– Neither

Social Media Monitoring: Metrics & Tools

Social Network Adoption Feb 2013

150M+ 100M+

90M+

25M+

25M+400M+

300M+

200M+

1 Billion+ 500 Million+ 800 Million+

Social Media Monitoring: Collection of and insight into UGC

• Mentions by network/ media type • Volume trends over time • Semantic analysis/ themes• Sentiment analysis• Limited geo data• Limited demo data • Limited influencer data• Some traditional media monitoring capabilities • Slicing & Dicing capabilities

Partial List of Social Media Monitoring Applications

Monitoring Metrics as Mirror METRIC HOW USED

COMPETITIVE BUZZ If we map social media activity / attention to our activities/ marketshare, are we getting what we deserve?

THEMATIC ANALYSIS Are the products, brand attributes, features we want to communicate to consumers how they identify with us?

BRAND FAVORABILITY/ SENTIMENT

Do consumers/ customers see us more or less favorably over time? Why? What about reporters & influencers?

VERBATIMS Are consumers saying to each other what we want them to say? Are there insights we can get from their comments to each other?

NPS (NET PROMOTER SCORE)

Hand labeling of data to assess whether or not a piece of consumer generated content, or sum of a consumer’s generated content, represents an endorsement

Visible Technologies

Visible Technologies: Comprehensive enterprise class monitoring. Comprehensive data & international content

Tracx

Tracx: Sample Dashboard

Brandwatch

Great language options. Easy query setup/

refinement

Brandwatch

Query writing is an art form

Brandwatch

View of mentions

Brandwatch

Nice dashboard

Brandwatch

Modular dashboard options

Brandwatch

Wordle: Can be used with any data set to make a tag

cloud

Brandwatch

Twitter: always with the volume

Recorded Future

Free and paid versions. So, so pretty. Good

tool for tracking earned press coverage

Topsy

• Complete index of Twitter 2010-now

• Instant access to statistics for any term, hashtag, phrase or handle (activity, reach, influence, geograph, sentiment, top tweets, links and more)

• Used by Mashable & Twitter for projects like Twitter Political Index and Mashable SXSW Trendspotter

Topsy: All you can eat Twitter monitoring for

~$1K/ month

Social Media Marketing: Choosing Social Networks

Brands are participants now

Awareness/ Brand

Promotions

PR/ Influencer Mktg

Content Distribution/ Inbound Mktg

Community Mgmnt/ Support

Lead Generation

Direct Sales

X X X X X X X X

X X X X X X X X

X X X X X X X X

X X X X X X X X

X X X X X X X X

X X X X X X X X

X X X X X X X X

Awareness/ Brand

Courtesy Lexus/Moontoast

Promotion

Courtesy Nexxus/ Offerpop

Moved 101,000 samples in 48 hours

46% view-to-conversion rate

Content Marketing

PolerStuff has a YouTube Channel, a

Tumblr blog…

Content Marketing

…and an Instagram feed

Content Marketing

B2B example- ExactTarget

examples of “best emails”

Community Management

British Airways: Clearly communicates expectations for this and other corporate social

media accounts, including hours of service

ADVICE: Consider which social networks you need to participate with, and why

RyanAir: Does not have correct logo

on FB, allows haters to post

Boots: Does not appear to have

logged into Twitter for 2+ years

Q & A

• Which social networks does your company…– Currently monitor– Currently market/ communicate on– Plan to expand to over 2013 and beyond

Social Media Networks: Metrics & Tools

Marketing Process: Ideal vs. Real

How it should work:

1 2 3 4Set business

objectiveCreate program

or campaignDeploy to channels,

including social

Measure & Analyze

Optimize & Improve

Marketing Process: Ideal vs. Real

How it actually works :

What metrics/ KPIS can we get

from XXX or other sources?

How can we relate them to our business

goals?

Do these metrics provide provable

connections to our goals? Attend seminar

Assemble in PPT for presentation

to boss

5 6 7 8

Look at the adoption numbers for social network

XXX!

Let’s run a campaign on

XXX!

What a great campaign on

XXX!

Call an analyst to justify

campaign on XXX!

1 2 3 4

Sample Channel Metrics Social Network

Channel (Per property or across

properties)

Campaign (Time or Content bounded)

Business

Facebook Fans, Likes , PTAT, Engagement Rate, Click Through Rate

Likes, Shares, Entries, Clicks, Conversions, Revenue and derivatives

• Direct or Attributed Sales • Website Traffic/ Views • List Growth / Contest

entry • Lead Gen / Sales

Inquiries • Support inquiries

fielded/ CSAT • Loyalty: Renewal rates,

ACV increase, recency, frequency, purchase size Brand preference: NPS, market share, equity, awareness

Twitter Followers, Avg Retweets, Avg # Favorites, Avg Clicks

Impressions, Clicks, Retweets, Replies, Favorites, Traffic Source Analysis

YouTube Views, Subscribers, Avg Comments, Avg Share

Comments, Views, New Subscribers

LinkedIn Followers, Likes, Impressions

Likes, Comments, Shares, Engagements

Sample Channel Metrics (cont) Social Network


properties)


Business

Pinterest FollowersPins

Pins, Repins, # Repinners, # Boards, most clicked,Traffic source analysis, Content distribution

• Direct or Attributed Sales

• Website Traffic/ Views • List Growth / Contest





Google+ # Circles Shares, Comments # Pluses, Hangout Participants

Instagram Followers Favorites, Comments, Likes, Follower Growth

Tumblr Followers Comments, Likes, Reblogs, Shares

Typical Channel Dashboard: Chart or Set of Annotated Graphs Estimating Reach Social Network Audience Size Trend Audience Notes

Facebook Page1 Page2 Page3

SHOW BIGGEST # maybe show little #’s caveat: duplicates

Up XXX % or YYY # last ZZZ period

Everyone Buying media sure helps

Twitter Handle1 Handle2 Handle3


Digerati That one dude’s RT made our week. Invite him to our party again

YouTube Channel1 Channel2


Down XXX% or YYY # over last ZZZ period

Unknown One ‘viral video’ and no metrics will ever look good again

LinkedIn Page1 Group1


Buyers & Recruits

All the real traffic is in messages

SimplyMeasured: Great selection of reports for different channels and use

cases

Contrasting Audiences Across Channels 2/1

7/13

2/18/1

3

2/19/1

3

2/20/1

3

2/21/1

3

2/22/1

3

2/23/1

3

0

50

100

150

200

250

300

350

400

Social Audience Growth Over Time

Facebook Twitter Google+ YouTube

New

Fan

s/Fo

llow

ers/

Circ

lers

/Sub

scrib

ers

SimplyMeasured: Aggregates audience numbers for owned accounts on multiple

social networks, trending and giving you data in spreadsheet form.

Extra Credit: Useful for competitive research

Simply Measured

Complete Social Media Snapshot Report

Simply Measured

Note the “export to PPT & Excel” options

Simply Measured

Ranking content by engagement. Clicks available with the GA

integration

Twitter Follow/ Unfollow

• >add Twitter dashboard<

Twitter: Does a nice job with the follow/ unfollow widget, for managing content

relevance/ frequency. Downloadable CSV with numbers

Caveat: Have to buy ads to get it.

Facebook

• >add Facebook dashboard<

Facebook: So many metrics- all completely proprietary! Good: Audience insights

Bad: Tying purchase conversion to FB campaign happens outside FB

Instagram: Followers & Favorites

• >add instagram dashboard<

Instagram: Primitive but pretty. Stats now

available on mobile

LinkedIn: Followers & Impressions

• >add linkedin dashboard<

LinkedIn Pros: We like the simplicity of the dashboard

Cons: Download options? Real activity is in messages that

aren’t tracked

ADVICE

• Set up an Excel. List all your supported social properties in it.

• Decide on frequency of audience measurement. Grab the basic metrics as expeditiously as possible.

• Trend. • Pick a couple of competitors to to track on a

different sheet. They’ll get less love when time is short

Q & A

• Do you have basic audience metrics for the social media networks you actively engage on? – Yes, from native application/ interface – Yes, from other native application/ interface – Partial– No

Social & Cross Channel Campaigns: Metrics & Tools

Collect

1

3

Enrich

2

AnalyzeNormalize and

consolidate key metrics;

combine with benchmarks

where available

Conduct Data Analysis across Paid, Owned, Earned, and

Brand

Create clear, compelling

infographics reporting,

designed to be shared

Combine with data on

Owned and Paid social

media tactics, Brand studies

Analysts measure the

types & volume of

Earned organic trends in

conversation

Social Media Monitoring tools that

track 100% of a brand’s Earned

performance.

Campaign-customized

Boolean search algorithms

gather relevant content

Generate regular in-flight

campaign updates and

insights

Demonstrate social effects of earned efforts on sites and microsites

To separate signal from

noise, human analysts

extract spam from

conversation

Help embed measurement

code across the campaign

plan

Ingest and contextualize

data from special tactics and programs

Sample Campaign Metrics Social Network


properties)


Business

Facebook Fans, Likes , PTAT, Engagement Rate, Click Through Rate

Likes, Shares, Entries, Clicks, Conversions, Revenue and derivatives

• Direct or Attributed Sales • Website Traffic/ Views • List Growth / Contest





Twitter Followers, Avg Retweets, Avg # Favorites, Avg Clicks

Impressions, Clicks, Retweets, Replies, Favorites, Traffic Source Analysis

YouTube Views, Subscribers, Avg Comments, Avg Share

Comments, Views, New Subscribers

LinkedIn Followers, Likes, Impressions

Likes, Comments, Shares, Engagements

Sample Campaign Metrics (cont) Social Network


properties)


Business

Pinterest FollowersPins

Pins, Repins, # Repinners, # Boards, most clicked,Traffic source analysis, Content distribution

• Direct or Attributed Sales

• Website Traffic/ Views • List Growth / Contest





Google+ # Circles Shares, Comments # Pluses, Hangout Participants

Instagram Followers Favorites, Comments, Likes, Follower Growth

Tumblr Followers Comments, Likes, Reblogs, Shares

Marketing Performance: Cross Channel Campaigns

eBags “Bag an iPad” promotionCost: ~$25K in FB ads + software costs

Increased Facebook “likes” by 46KIncreased email subscribers by 28K

Tens of thousands in direct sales from site visitors referred via the thank you page

Little Bird

Statigram: Stats about Instagram

accounts

Pinfluencer

Pinfluencer: Content level metrics

Pinfluencer

Pinfluencer: Board level metrics

Offerpop

Courtesy Offerpop:LogoTV uses reach, virality, clicks, PTAT, Engaged

Users to build viewership for program lineup

Offerpop

Courtesy Offerpop:Virality is an interesting

twist- trying to make your content as compelling and

relevant as possible

Moontoast

Courtesy Moontoast:Different Virality metric; nice goal

oriented campaign reporting

Fluencr

Courtesy Fluencr:Look for more companies

that use brand ambassadors/ user accounts to pull “viral”

metrics from

Union Metrics for Tumblr

Courtesy Offerpop:Virality is an interesting

twist- trying to make your content as compelling and

relevant as possible

• Only product built from Tumblr’s full firehose of data (100MM events per day)

• Partnering with Tumblr as Tumblr’s preferred 3rd party analytics

• Topic tracking that enables listening and monitoring as well as individual blog measurement

• Measure engagement trends over time

• Identify influencers, curators and amplifiers

• Visualize virality with reblog network trees

TweetReach• Three tools for Twitter

campaign and conversation analytics:

• Real-time Twitter analytics built on Gnip’s full-fidelity Twitter stream

• Historical analysis with access to complete Twitter archive back to 2006

• Quick snapshots for simple reporting

• Track reach, exposure and volume trends over time

• Identify influencers and advocates

• Discover top content, including hashtags and URLs

Bit.ly

Bit.ly (or Awe.sm and other URL shorteners) are

critical to tracking content

performance regardlesss of distribution

channel

Rt.ly

RealTimeLy: Good way of

engaging with the zeitgeist when items

are shared on bit.ly

Rt.ly

RealTimeLy: Good way of

seeing the zeitgeist and looking for

ways to capitalize on it

Google+: Personal Brands

Google+: For personal brand building- and SEO!

Let us repeat:SEO SEO SEO SEO SEO!

Google Analytics

Google Analytics: Tried and true for bound traffic analysis

and goal tracking on your website

On the Importance of Google Analytics

What’s the800lb gorillathinking?

http://www.flickr.com/photos/terykats/6102326911/

From ToAggregate IndividualSegment CohortGeneric Vertical

Daily RealtimeReports ExceptionsPages Events

Funnels InfluencesDesktop Mobile

Aggregate to individual

Segment to cohort

Generic to vertical

Mobile PublishingSaaS

Daily to realtime

Reports to exceptions

Pages to events

Funnels to influences

Desktop to mobile

One big bet

• Before:– Javascript used to push data from web pages– Predefined set of metadata (utm_campaign=)

• Now:– Anything can write to GA– Any metadata can be written

• GA wants to be BI for the IOT*

*Google Analytics wants to be Business Intelligence for the Internet of Things

ADVICE

• Start with the business model, then find the campaign that comes from it

• Everything is an experiment• Pick the second biggest problem in the

company• Before revenue, you’re building a product to

figure out what to build.

8 Rules for Sharing Data

The human capacity to plan and produce desired outcomes.

Eight rules for sharing data

@noahi @jsteeleeditor

(with Noah and Julie.)

Visualization matters.A lot.

http://en.wikipedia.org/wiki/Anscombe%27s_quartet

Know thy medium.1.

Encouragecomparison

http://ilovecharts.tumblr.com/post/33308788744/from-the-boston-metro-oct-10th-hannabeth-well

2.

Measurethy axes

http://www.businessinsider.com/

3.

Trust notdefaults4.

Fit formatto message

http://windhistory.com

5.

Gradientsbeat colors.

http://mapsof.net/uploads/static-maps/topographic_(altitude)_map_tamil_nadu.png

http://eusoils.jrc.ec.europa.eu/esdb_archive/serae/GRIMM/erosion/inra/europe/analysis/maps_and_listings/web_erosion/maps_and_listings/altitude_a3.gif

6.

http://litmus.com/blog/email-client-market-share-infograph

Circlessuck.7.



No, really.They’re awful.7b.


Find a proportional view

http://www.nytimes.com/packages/html/politics/2004_ELECTIONRESULTS_GRAPHIC/

8.

Jessica Hagy

Calculating ROI: Another view

We are not alone

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Market Research

Legal

Executive

IT

Customer/User experience

Advertising

Product development/R&D

HR

Social Media

Digital

Customer Support

Corporate Communications/PR

Marketing

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0%

7.8%

9.4%

10.9%

14.1%

14.8%

16.4%

16.4%

28.9%

35.2%

36.7%

39.8%

65.6%

73.4%

"In which of the following departments are there ded-icated people (can be less than one FTE) executing

social?"

At least 13 different de-partments are actively in-volved in social media

If your social program is a silo, you’re doing it wrong

164

Remember this?

165

Here’s the real business value

166

Bye marketing funnel, hi customer journey

How can we map and prioritize social data from the customer’s POV to create

sustainable relationships?

Awareness

Consideration

Transaction

Experience

Loyalty

Advocacy

Design customer intelligence from the customer in, not the enterprise out

Bring in stakeholders (including executive sponsors) from across the enterprise

• How you find them: they are the people who are asking what the data means and what we should do about it

Take a holistic approach to your data, with tailored execution by business unit or department

Don’t just focus on the sale; the customer certainly doesn’t

Start incrementally. Test, learn, repeat to build confidence. Everyone is in the same boat

The opportunity for the longer term

Social Engagement = Improved Awareness

Cole-Haan Case Study Finding:

Awareness/ Interest is

correlated to purchase

intent

Loyalty: LTV of Social Customers


We are seeing clear impact of social engagement on key marketing metrics at

the individual level • Customer engagement

(clicks, opens) • LTV• RFM• NPS

Marketing Performance: Cross Channel Engagement Improves Performance in Other Channels


This data is only for Twitter, and it demonstrates how meaningful

single social channel

participation can be WRT

email performance.

Q&A Topics

• What can we help you with?

Thanks & see you next year

Susan Etlinger

@setlinger

AlistairCroll

@acroll

Margaret Francis

Blake Robinson@blake@margaretfrancis

Advanced Social Media Monitoring

Business

Transcript of Advanced Social Media Monitoring