Social Media Monitoring - Best Practices
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19-Oct-2014 -
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Transcript of Social Media Monitoring - Best Practices
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Social Media MonitoringBenchmark Report
Key Findings DeckPublication Date: 12/2010
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೦ Insights and Best Practices from Top Performers– Top 3 reasons Top Performers use Social Media Monitoring– Top 3 tactics Top Performers use to outperform peers with
Social Media Monitoring initiatives– Most common challenge Top Performers face with Social
Media Monitoring– Top 6 Performance Metrics Top Performers use to measure
the success of Social Media Monitoring initiatives
What’s In This Deck?
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೦ Improve marketing effectiveness
೦ Increase customer satisfaction
೦ Generate customer insights
Reasons to Implement
*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.
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೦ Identify and proactively engage with key influencers
೦ Use consumer insights to drive new product/service development
೦ Use consumer insights to protect brand reputation
Value Drivers
*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.
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೦ Generating insights that are truly actionable
೦ Tracking and measuring results
೦ Instilling an organizational focus on the voice of the customer
Challenges
*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.
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೦ Ratio of positive to negative sentiment
೦ Volume of relevant conversation
೦ Level of consumer engagement / brand advocacy
೦ Marketing ROI೦ Customer advocacy
Scores೦ Customer satisfaction
scores
Performance Metrics
*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.
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Download the Full Benchmark Report for Free
(with complete vendor landscape)
http://bit.ly/9NOuHn
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೦ Gleansight: Customer Feedback Management೦ Gleansight: Online Customer Communities೦ Gleansight: Social Media Marketing
Related Research from Gleanster