InnoCos Conference Chairman's opening speech: Listening to your consumer via social media research
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Transcript of InnoCos Conference Chairman's opening speech: Listening to your consumer via social media research
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expect great answers
InnoCos 2012: Day 2
Listen to your consumers
Sourabh Sharma | SKIM
@skimgroup
@sssourabh
#innocos
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… and much more
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Blog
• Sssourabh.com
• Facebook Page
Professional
• Carbonmade Portfolio
Social
• Google+
• Lookbook
Photo
• Tumblr
• Flickr
• Instagr.am
• Gentlemint
• Dudepins
Ideas
• Formspring
• Stumbleupon
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Watch Listen Communicate
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Choice modeling
Ethnography
Focus group
In depth interview
Product testing
Quantitative surveys
Qualitative interviews
.
Listen
Social Media Research
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of people trust online peer recommendations 90% trust advertisements 14%
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Listen
Monitor and
assess your
brand
Craft a
strategy based
on your
consumers
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Monitor and assess your brand
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“Is this ad
offensive to
anyone else
out there?”
The ad has to be
trashed. I’m not buying
a NIVEA product as
long as this terrible ad
is on the air.
Won’t be using Nivea
aftershave anymore.
Let’s see how they do
WITHOUT my UN-
CIVILED DOLLARS
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August 18th:
Launch ad August 19th:
Nivea issues
apology
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What does social media show us?
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Power of an
apology?
Short
attention
span of
consumers?
Strong brand
activities by
marketing
team?
Strong
brand?
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Craft a strategy based on
your consumers
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Snickers
Hershey's
Butterfinger
KitKat
Twix
Toblerone
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Size of Bubble: Volume of conversations
Sentiment: Continuum of negative to positive perceptions/sentiment
Passion: Conversations that are extreme
Inc
rea
sin
g P
as
sio
n
Increasing Positivity of Sentiment
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25
30
35
40
45
50
55
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
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Time
% P
osit
ive
Valentines
Halloween
Christmas
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Hersheys Snickers Toblerone Twix Kitkat Butterfinger
Taste (Savor)
New
Looks Good (Sight)
Not too sweet
Sound
Price
Feels Good (Sensation)
Different
Scent
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Functional elements
Inc
rea
sin
g i
mp
ort
an
ce
Increasing volume of conversation
Strength
Weakness
Neutral
No mentions
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They talk
mostly on blogs
(US)
They purchase it
in grocery or
mass retailers
It is mainly
eaten by their
men or their
children
They eat it at home
on holidays and
other occasions
Their children
eat it in school
Young and middle
aged women talk
about
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Go beyond social media listening… take action
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Concept
generation
Campaign
effectiveness
Campaign
material
What
triggers
consumers?
Market
needs
Product
development
ideas
Uncover
ideas for the
next
innovation
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Watch Listen Communicate
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expect great answers
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@skimgroup
@sssourabh
#innocos