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Introduction to Social Business Intelligence
#bwlive | @brandwatch | brandwatch.com
Rebecca Carson | Brandwatch, Head of Insights
Social business intelligence sounds great!
#bwlive© 2015 Brandwatch | brandwatch.com
But conducting Social Research can sometimes feel a bit like this…
Now what..?
#bwlive© 2015 Brandwatch | brandwatch.com
Its not “Business Intelligence” unless you can do something with it
That’s interesting
DATA
MIND BLOWNBUSINESS
INTELLIGENCE
#bwlive© 2015 Brandwatch | brandwatch.com
Two key elements to successfully using social for business intelligence
© 2015 Brandwatch | brandwatch.com
Timing Asking the Right
Questions
#bwlive
TIMING
© 2015 Brandwatch | brandwatch.com #bwlive
Campaign Optimisation
Example
© 2015 Brandwatch | brandwatch.com #bwlive
Without listening, Social ROI is hard to establish
© 2015 Brandwatch | brandwatch.com #bwlive
Plan Engage ROI?
Evidence based social brand management
© 2015 Brandwatch | brandwatch.com #bwlive
Listen Plan Engage
ROI
Optimisation
ListenAgain
Today
© 2015 Brandwatch | brandwatch.com #bwlive
Listen Plan Engage
ROI
Optimisation
ListenAgain
ASKING THE RIGHT
QUESTIONS
© 2015 Brandwatch | brandwatch.com #bwlive
Could my social customer service channel
be improved?
© 2015 Brandwatch | brandwatch.com #bwlive
Check your reaction times
#bwlive
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BRAND REPLIES CONSUMER POSTS
Average Response in 51.9 min Average Response in 1.46 hr
Evaluate your impact
#bwlive
POSITIVE NEUTRAL NEGATIVE NET SENTIMENT
20 PP
START END0%
25%
50%
75%
100%
-55%
-43%
% C
S T
WE
ET
S
START END0%
25%
50%
75%
100%
-20%
0%
% C
S T
WE
ET
S
12 PP
ASKING THE RIGHT
QUESTIONS
© 2015 Brandwatch | brandwatch.com #bwlive
Who should I be talking to online?
© 2015 Brandwatch | brandwatch.com #bwlive
Twitter Network Map
18© 2015 Brandwatch | brandwatch.com | Brandwatch Data, Visualized using Gephi
@beautyfrosting
@IMKristenBell
@InfluensterVox
@Neutragena
@RobBarnes338
@HGTVMagPromo
@Eizamusica
@MamaHolistica
@BlessedMama86
@dulcecandy
@_everday_life_
@SchoolYardStyle
@Genofsavings
#WipesForWaterEarth Month 2015
MALE FEMALE ORGANISATION Node size is proportionate to follower number
Now you know
© 2015 Brandwatch | brandwatch.com #bwlive
Thank-you!Questions?
#bwlive© 2015 Brandwatch | brandwatch.com