How to Use Social Data for Key Business Decisions

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This presentation is from 11How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.

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World's Largest Set of Social Media Data - 800 Billion+

800 2008 2010 2011 2012 2013 2014 2015

700 BLOGS twitt:er Youim FuJI F"llehose

REVIEWS IMAGES

600 NEWS face book Coogle• tumblr. PublicOaca

FuU F"llehose

500 FORUMS

400 twi~er

300

200


access



This is not an answer .. ..

12% Negative 68% Neutral

20% Positive

This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.

To find out more, or for the on-demand recording, visit ~~>~ c: : c:. ,- c: 3-

Lr1mson Hexagon \[email protected] l IU



How and Why Best Buy Customers Shop at Amazon ...

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Consumers Trust Amazon To Fulfill Holiday Orders Vs. Best Buy

Long processing times and order cancellations frustrated Best Buy customers, peaking to 23% on Dec. 25. .----.........

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Did your recent product launch impact customer perception?

Innovative ,___

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Convcrs4Hton volume per cc1te~ory

The Apri l product launch dramatically changed overall brand perception. Posts casting our brand in an innovative light are now the leading source of brand


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Lr1mson Hexagon \.OO JIO @OU.a l 1.:0


Was your TV spot successful in activating consumer interest?

Hiking

Biking

Climbing

Skiing

After the TV spot, brand conversion was five t imes more likely to come from people interested in hiking, bikin ,


To find out more, or for the on-demand recording, visit ~~>~ c: : c:. ·- c: 3-

L r1mson H exagon \[email protected] l 1 ~


Post Office

.. . a heritage brand, with over 370 years of service .

. . . Europe's largest retailer, with 11 ,500 branches nationwide -a large majority are franchises. 10 branch refurbishments a week .

.. . well visited, with over 20m customer visits and 47m transactions a week. Growing digitally too.


To find out more, or for the on-demand recording, visit goo 21'2vUg3~

Lr~mson Nexagon \.O OTIO@OUal 10


Social Insights within Post Office's wider business

We wtll broaden and rncrease our market presence across all

our products

We will deliver customer excellence -getting it right for our

customers

Business Go,als

We will offer a convenient service & consistent experience

every trme

Social Medi.a Go.als

Our employees will be engaged &

embody our values every day in

everything we do

Drive staff engagement and

To deliver on our Brand promises

consistently to keep us relevant for our

customers

Deliver timely, relevant, engaging

content based~n customer needs for our products

Enhance the I availability of our customer service

via social channels and

response times '---------'

Use insight to drive customer

centric decisions on improving service and

experience rn all channels

Reduce costs & improve

performance in

key business j areas (Resourcing

& Customer Service)

de~~~~~~~n~ through internal social platforms

Build Brand advocacy

throughout all audrences &

extend our reach

Social Mission

To make Post Office more relevant, accessible and transparent


To find out more, or for the on-demand recording, visit ~~>~ c: : ; . ·- c: 3-

Lr1mson Hexagon \[email protected] 11


Dashboard examples: brand measurements, product, competitors, content inspiration and campaign performance

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ltESULTSAVAIU.Sl E COntent Ul'ltll M.1r 6, 2016


To find out more, or for the on-demand recording, visit ~~>~ c: : ; . __ c: 3-

Lr1mson Hexagon \[email protected] 10


How easy is it to send a parcel?

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Opening Hours

Other

Prohibited Good$

DeiM!ry

Website

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Lr1m so n Hexagon \[email protected] 1~


Reporting to Ex co

a - Horizon story on BBC b - Marketing Team of the Year

c -Artwork Tweet d - Ofcom broadband story

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Tooyctlaneellor SOld u.e post o'!lce tO< 1bl >on less 111an n was " 'C<th and h.s best man ~ £36m If 1 was a tdm you would say "naaaaa•

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To find out more, or for the on-demand recording, visit ~~ ~ > c: ' ; . ·- c: 3-

L r1mson H exagon \.O [email protected] L U


Reporting to Ex co

Posotrw: G•oner.l I 3

Neg~tove 97

SUfi knowledge and serw:e I 3

Qutue m.1n.1g~ent - 23

PrKe • 7

Openong Hours - 11

Other I 2

Prohibited Goods - 15

Delivery - 23 0

Website - 13 •

. .. ' . . . ; . . . . . . . . This presentation is from "How to Use Social Data for Key Business Decisions", a marketingfinder.co.uk webinar.

To find out more, or for the on-demand recording, visit ~~>~ c: : ; . ·- c: 3-

Lr1mson Hexagon \[email protected] .(. 1


Taking action

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One staff member, queue of thirty+ at the @postoffice at Old St- so, about this privatisation thing .. #Eiection2015

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Ridiculous queue and hardly any staff working yet again in RoyaiMall post off1ce on Old Street Not raul! or starr, raul! or HO.

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Background

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PostOffice waiting for 15 minutes already at old street post office queue 1n front of me no one extra to help.

A high concentration of negative queue Tweets were observed

• . - • • • • . -

Action taken

1 hour after observing this trend , Head of Network was contacted , who made immediate interna l contact with their Network colleagues.

Outcome

By the next day, 40 additional hours of counter cover were added to the branch to serve 11 am-3pm and 2-6pm, times when those were Tweeting.

The Area Manager is also made other more plans around changing permanent hours customer to customer flow.

permanent to match

This presentation is from "How to Use Social Data for Key Business Decisions", a market ingfinder.co.uk webinar.


L r1m so n Hexagon \[email protected] .t.L


Rolling out a social media analytics platform

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••• ••• Crimson Hexagon Confld8nhal 24


Social Analytics is Diverging

Social Listening

Social Analytics

Social Insights for

the Enterprise

Social

:~: Crimson Hexagon • Strategy: Social Insights for the Enterprise

Strategy: End-to-End Social Platform


What's next for Social?

• Millennia! audiences: T umblr

• Image Analysis

• Face book Topic Data

• International Coverage: VK, Sina Weibo



