Fabrikatyr AnalyticsUncover tangible truths amidst the noise of modern media

Data Driven Community Insights

May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights 2

Is community management about customer service or brand engagement?

May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights

There is a huge volume of data produced by communities which can be analysed to take action online

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TwitterActivity

Web Behaviour

ContentConsumption

FacebookInterest

How do Digest community data to influence behaviours?

May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights

The is a wide range of tools to interrogate community data

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Automated engagement

Behavioural predictions

Social media monitoring

May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights

Our client wanted Qualitative insight with Global Reach to understand how international consumers interacted with airline brands

We took over 300,000 comments from the Trip-Advisor forum** for Airline Travel

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Key Themes RankFare Hunting 1Transfer queries 2Brand comparison 3Long haul & Transatlantic 4Booking 5

Process & CollateCreate

Insightful & well supported narratives

Brands

Themes

Sentiment

GatherOnline commentary

May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights

Working with a Telco help forum to identify discussion which allows actions which increase engagement and reduce churn

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Measure user engagement

Identify interactions to reduce churn

Reward the right users

Identify influencers across social media

Increase moderator efficacy

May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights

The right approach depends on how valuable each interaction is

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May 2015 - Private and Confidential Fabrikatyr – Data Driven Community Insights

Any Questions?

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