ACTIVATE YOUR SOCIAL INTELLIGENCE
ROB SILASSENIOR DIRECTOR, MARKETING CLOUD
@RobSilas #SBS2013
@RobSilas #SBS2013*What Happens Online In 60 Seconds? Incredible Statistics, Facts & Figures! By: Shea Bennett on July, 2013
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The biggest change in marketing? The amount of #Social conversations happening by your customers. @RobSilas #SBS2013
* 9 Truths Lead To Big Data's Future By: Seth Grimes September, 2013
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80% of relevant #BIGDATA comes in the form of text based posts. @RobSilas #SBS2013
SOCIAL INTELLIGENCE MATURITY MODEL
80% 19% 1%75% 24% 1%
@RobSilas #SBS2013
SOCIAL INSIGHTS FRAMEWORK
Business ValueDATA
DATA TIED TO BUSINESS OBJECTIVES
ACTIONS TO TAKE BASEDON ANALYSIS
@RobSilas #SBS2013
DEEPER INSIGHTS: PERSONAS AND STRATEGY
Discovered opportunity to connect with four personas—no other competitor is taking advantage of this opportunity
Listen to your customers to gain insights into who they are. Start talking w/ customers, not at them. @robsilas #SBS2013
SOCIAL INTELLIGENCE MATURITY MODEL
@RobSilas #SBS2013
@RobSilas #SBS2013
@RobSilas #SBS2013
@RobSilas #SBS2013
SOCIAL LISTENING – OUTPUTS BECOME INPUTS
Listen for Engagement Opportunities Across the Enterprise
Strategic Planning
SalesMarketing
Innovation
Customer Service
• Industry• Competitors• Hot topics• Trends
• Purchase intent• Lead gen• Funnel analysis
• Brand perception• Brand reach• Content strategy
• Product Development• New opportunities• Desired features
• Issue resolution• Product performance• Support trends
Insights
Business Value
@RobSilas #SBS2013
@RobSilas #SBS2013
DEEPER INSIGHTS: UNDERSTANDING DECISION PROCESSES
Anticipating patients’ needs for treatment support based on analysis of social conversations
There are engagement opportunities for #B2B.What are the customers of your clients talking about & how can you help? @robsilas #SBS2013
SUMMARY
Social goes beyond #Marketing, it impacts every part of your business. @RobSilas #SBS2013
@RobSilas #SBS2013
@RobSilas #SBS2013
@RobSilas #SBS2013
THANK YOU!
#Socialintelligence is about leveraging #Customer conversations & gaining #loyalty @RobSilas #SBS2013
#Socialintelligence is dependent on the right people, technologies & processes. @RobSilas #SBS2013
#Socialintelligence is a necessity in today’s business.@RobSilas #SBS2013
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