More Related Content Similar to Social Media Monitoring Tools - An Overview (20) Social Media Monitoring Tools - An Overview 2. How well do you know your customer?
and what they’re saying about in the social media universe
- your product? - in blogs?
- your brand? - in boards and forums?
- your reputation? - in social networks?
- your competition? - on microblogs like Twitter?
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3. Why is this important?
the Kryptonite Case
2
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5. Elements: activity analysis
Overview of activity in the Social
Media space
Compare trends across different
social media platforms
Analyse trends against competing
brands and products
Identify peaks in the conversation
related to certain events
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6. Elements: Understand Demographics
Analyse demographic overviews of
active users and voices e.g. Gender,
Age
Identify main locations for activities:
Geo-location with mapping
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8. Elements: Identify Key Influencers
Identify key influencing blogs, sites
and/or users for every topic
Connect with influencer information
and profiles
Enable direct communication with
influencers
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9. Elements: Identify related topics
View tag clouds, themes, trends
Identify most relevant contextual
keywords
Estimate emotions based on
sentiment analysis
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10. Elements: Share Intelligence
Automated report generation and
distribution via email and RSS
Drill down to individual results and
details
Export analysis
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11. Steps for Social Media Monitoring
Listening: Discovering Measuring: Monitoring, Engaging: Active dialog
real-time and relevant, analyzing and tracking with customers and
consumer conversations those conversations tracking/tagging
comments for further use
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6/25/2009- 10
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12. Step 1:
Listen to your customer´s voice
A variety of free tools is available
to listen to your customer´s voice, e.g.
Listening Blog Searches
(Technorati, Google Blog Search, Twingly)
Twitter-Monitoring
(Twitter search, tweetscan)
Search-Tools
(Google Insights, Google Trends)
Aggregator Tools
(SocialMention, StepRep, Filtrbox)
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22. Step 2:
Measure and analyze the conversations
A growing set of professional tools and
Services is offering monitoring solutions to
Measuring enable and facilitate the analysis, e.g.
Radian6
Techrigy SM2
Socialradar
Synthesio
Biz360
Visible Technologies TruCast
BuzzLogic
Cloudtracker
Bluereport
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52. Step 3:
React to the customer feedback!
Reacting on positive and/or negative entries,
statements, postings or customer queries
Engaging Company or CEO statements on
complaints
Using customer feedback for product
improvements and bug fixing
Using customer ideas for product
innovations and developments
Reacting on customer questions
etc.
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53. The power of Engaging:
The Domino Pizza Case
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54. The power of Engaging:
The Domino Pizza Case
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56. Engage?
Do you react to negative statements?
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57. The Power of Reputation
„It takes 20 years to build a reputation
and five minutes to ruin it.
If you think about that,
you'll do things differently.“
(Warren Buffett)
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