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GLOBAL SOCIAL MEDIA MONITORING SOCIAL INTELLIGENCE PROVIDING ANALYTICS AND ENGAGEMENT ACROSS THE ENTERPRISE

Presentation: Synthesio Global Social Media Monitoring

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GLOBAL SOCIAL MEDIA MONITORING

SOCIAL INTELLIGENCE PROVIDING ANALYTICS AND ENGAGEMENT ACROSS THE ENTERPRISE

OUTLINE

OUR MISSIONSOCIAL MEDIA DNAOUR PRODUCTTHE SYNTHESIO SYLLABUSPROFESSIONAL SERVICESRESEARCH SERVICESIMPLEMENTATION SERVICES

OUR MISSION

$W�6\QWKHVLR��ZH�KHOS�EUDQGV�DQG�DJHQFLHV�ȴQG�YDOXDEOH�VRFLDO�LQVLJKWV�WRGULYH�UHDO�EXVLQHVV�YDOXH��)RFXV�RQ�WKH�FRQYHUVDWLRQV�WKDW�PDWWHU�PRVWWR�\RXU�EXVLQHVV��WUDFN�DQG�PHDVXUH�\RXU�RQOLQH�UHSXWDWLRQ��FROODERUDWHDQG�HQJDJH�LQ�UHDO�WLPH��DQG�PDQDJH�FRQVXPHU�UHODWLRQVKLSV�RQ�VRFLDOPHGLD�LQ�RQH�VLQJOH��HDV\�WR�XVH�SODWIRUP�

:H�DOVR�UHFRJQL]H�WKH�FKDOOHQJHV�LQYROYHG�LQ�LPSOHPHQWLQJ�WUXO\�HHFWLYH�VRFLDO�OLVWHQLQJ�SURJUDPV�DW�VFDOH��:HȇYH�WKHUHIRUH�GHYHORSHG�D�UDQJH�RI�FRQVXOWLQJ�VHUYLFHV�GHVLJQHG�WR�HPSRZHU�\RX�WR�JHW�EXVLQHVV�UHVXOWV�IURP�VRFLDO�PHGLD�PRQLWRULQJ��2XU�WHDP�ORFDWHG�DFURVV�DOO�FRQWLQHQWV�ZLOO�ZRUN�ZLWK�\RX�WLUHOHVVO\�WR�HQVXUH�WKDW�\RXU�H[SHULHQFH�ZRUNLQJ�ZLWK�6\QWKHVLR�LV�WKH�EHVW�WKDW�LW�FDQ�EH��

Loic MoisandCEO, Synthesio

SOCIAL MEDIA DNA

MARKET RESEARCH$QDO\]H�RQOLQH�FRQYHUVDWLRQV��RSLQLRQV��ZDQWV�DQG�QHHGV��IRU�D�EUDQG�DQG�RU�WRSLF��ΖGHQWLI\�D�EUDQGȇV�VWUHQJWKV��ZHDNQHVVHV��RSSRUWXQLWLHV�IRU�LPSURYHPHQW��DQG�PHDVXUH�FRPSHWLWRU�SUHVHQFH�DQG�SURJUHVV�

MARKETING%XLOG�D�FRPPXQLW\�RI�EUDQG�DGYRFDWHV�DQG�LGHQWLI\�NH\�LQȵXHQFHUV�DQG�NH\�LQȵXHQWLDO�ZHEVLWHV�WR�LPSURYH�WDUJHWLQJ�DQG�JDXJH�WKH�LPSDFW�RI�GLJLWDO�FDPSDLJQV�

SALESΖGHQWLI\�QHZ�SURVSHFWV�IRU�OHDG�JHQHUDWLRQ�DQG�SURYLGH�QHZ�SURGXFW�LQIR��QHZV�DQG�SURPRWLRQV��8VH�VRFLDO�LQWHOOLJHQFH�WR�XQGHUVWDQG�FRQVXPHU�ZDQWV�DQG�QHHGV�to integrate into sales PDWHULDOV�DQG�SLWFKHV�

HR&RQWURO�EUDQG�LPDJH�DQGUHSXWDWLRQ��ΖGHQWLI\�QHZFDQGLGDWHV�DQG�FRPPXQLFDWHGLUHFWO\�WR�IDFLOLWDWH�WKH�KLULQJSURFHVV�

CUSTOMER SERVICEΖPSURYH�FXVWRPHU�VDWLVIDFWLRQ��(VWDEOLVK�UHDO�WLPH�FRPPXQLFDWLRQ�EHWZHHQ�\RXU�EUDQG�DQG�FRQVXPHUV�WR�LPSURYH�VHUYLFH�DQG�VDOHV��Strengthen brand perception by SXEOLFO\�DGGUHVVLQJ�DQG�UHVROYLQJ�LVVXHV�DERXW�\RXU�EUDQGV�DQG�SURGXFWV�

PRΖGHQWLI\�D�SRWHQWLDO�FULVLV�EHIRUH�LW�VSUHDGV��(VWDEOLVK�D�GLUHFW�GLDORJXH�ZLWK�NH\�MRXUQDOLVWV��EORJJHUV��HWF��(QJDJH�LQ�UHDO�WLPH�WR�FRPPXQLFDWH�GLUHFWO\�ZLWK�FRQVXPHUV�

SOCIAL MEDIA DNA, LISTENING TO FUEL THE ENTERPRISESocial Intelligence to drive business results. Listen, analyze and engage in 50 languages in over 190 countries.

OUR PRODUCT

PROVE BUSINESS VALUECut through the social noise, focus on the conversations that matter most to your business, track and measure your online reputation, collaborate and engage in real-time, and manage consumer relationships in social media in one single, easy-to-use platform.

UNCOVER ACTIONABLE INSIGHTSGet complete coverage of both social and mainstream media worldwide, in 50+ languages and 190+ countries.

Target your research geographically with precise geolocation by country and city to zone in on the locations that matter most to your business.

Focus on the most relevant websites and sources, and listen to local social networks around the world such as Orkut, Sina Weibo, and Renren.

Conduct quick searches using FlashDash to reveal high level insights in minutes, or drill down deeper by creating a custom platform built for your needs. PREVENT CRISES

Track and analyze all conversations and sentiment around your company and industry across social media channels, and deal with crises in real-time.

Focus on the conversations that matter most to your business, get ahead of the game, and react in real-time. Quickly snapshot public sentiment around your brand in any language and catch potentially negative situations - before they escalate.

ENGAGE WITH YOUR COMMUNITY ([SDQG�\RXU�VRFLDO�UHDFK�DQG�EXLOG�FRQQHFWLRQV�ZLWK�WKH�ULJKW�SHRSOH�DQG�FRPSDQLHV�IRU�\RXU�EUDQG�DGYRFDF\�SURJUDPV��:LWK�6\QWKHVLR5DQN�\RX�FDQ�LGHQWLI\�WRS�LQȵXHQFHUV�DQG�JHQHUDWH�WDUJHWHG�DZDUHQHVV�DURXQG�\RXU�EUDQG�

*HW�LQYROYHG�LQ�FRPPXQLW\�FRQYHUVDWLRQV��FRQQHFW�ZLWK�\RXU�HPSOR\HHV�DQG�\RXU�FXVWRPHUV��DQG�EXLOG�D�SODWIRUP�WR�VKDUH�WKRXJKW�OHDGHUVKLS��

6FDOH�HQJDJHPHQW�DFURVV�\RXU�WHDPV�DQG�JHW�WKH�ULJKW�LQIRUPDWLRQ�WR�WKH�ULJKW�SHRSOH�DW�WKH�ULJKW�WLPH�ZLWK�ZRUNȵRZ�DQG�DXWRPDWLRQ�

OUR PRODUCT

RESPOND TO CUSTOMER NEEDS IN REAL TIMEProvide !rst-class customer service, improve customer satisfaction, and engage directly with a social customer program.

Streamline your e"orts and organization, keep track of conversation history between your team and your customers, and automatically route content to the appropri-ate departments in your company.

IDENTIFY AND NURTURE NEW SALES OPPORTUNITIES Drive revenue by seeking out new prospects for lead generation through social channels. Use social intelligence to understand consumers’ wants and needs to drive content, nurture leads and close sales.

Listen at the point of need, follow and intercept competitor conversations, and discover opportunities to directly engage.

RECRUIT NEW TALENT Find potential candidates and use social listening to optimize your social recruitment campaigns.

Listen, monitor, and geotarget for relevant hashtags and keywords around your industry and positions to !nd quali!ed talent in speci!c locations.

THE SYNTHESIO SYLLABUS

TRAINING AND BEST PRACTICES 5HFHLYH�IXOO�DFFHVV�WR�RXU�WHDP�RI�$FFRXQW�0DQDJHUV�DQG�$QDO\VWV�IRU�WUDLQLQJ�RQ�RXU�SURGXFWV�DQG�VHUYLFHV��2XU�JRDO�LV�WR�HQDEOH�\RX�WR�JHW�WKH�PRVW�RXW�RI�\RXU�JOREDO�OLVWHQLQJ�DQG�HQJDJHPHQW�SURMHFWV��+HUH�DUH�D�IHZ�RI�RXU�RHUHG�EHVW�SUDFWLFH�ȊKRZ�WRȋ�VHVVLRQV��UDQJLQJ�IURP�JHWWLQJ�\RX�XS�DQG�UXQQLQJ��WR�KHOSLQJ�DGYDQFHG�XVHUV�QDYLJDWH�FRPSOH[�WDVNV��WRSLFV��DQG�SURMHFWV�

BUILD ADVANCED BOOLEAN SEARCH QUERIES

/HDUQ�KRZ�WR�FRQVWUXFW�VHDUFK�TXHULHV�WKDW�SURGXFH�DFFXUDWH�UHVXOWV�DQG�PLQLPDO�QRLVH��7KLV�FRYHUV�FRQVWUXFWLQJ�TXHULHV�WR�VHJPHQW�GDWD�E\�TXDOLWDWLYH�DWWULEXWHV��EXLOGLQJ�TXHULHV�LQ�QRQ�ODWLQDWH�ODQJXDJHV��DQG�EHVW�SUDFWLFH�DSSURDFKHV�WR�RQ�JRLQJ�VHDUFK�TXHU\�UHȴQHPHQW�

MEASURE THE RESULTS OF A SOCIAL MEDIA CAMPAIGN

/HDUQ�KRZ�WR�GHȴQH�.3ΖȇV��FRQVWUXFW�VHDUFK�TXHULHV�WR�DFFXUDWHO\�WUDFN�.3ΖȇV��OHYHUDJH�SUH�DQG�SRVW�FDP-SDLJQ�EHQFKPDUNLQJ�WHFKQLTXHV��XVH�LQ�FDPSDLJQ�PRQLWRULQJ�WR�RSWLPL]H�FDPSDLJQV�RQ�WKH�ȵ\��DQG�W\SLFDO�UHSRUW�VWUXFWXUHV�

NAVIGATE SOCIAL MEDIA MONITORING IN CHINA

7KH�ODUJH�YDULHW\�RI�VRFLDO�QHWZRUNV�DQG�WKH�JUHDW�DPRXQW�RI�VSDP�FRQWHQW�PDNHV�WKH�&KLQHVH�VRFLDO�PHGLD�ODQGVFDSH�XQLTXH�DQG�FRPSOH[��/HDUQ�KRZ�WR�QDYLJDWH�FHQVRUVKLS�DQG�ȆWKH�*UHDW�)LUHZDOO�RI�&KLQDȇ��JHW�WR�NQRZ�WKH�&KLQHVH�VRFLDO�SODWIRUPV�DQG�&KLQHVH�FRQVXPHUVȇ�VRFLDO�PHGLD�XVDJH�SDWWHUQV��DQG�XQGHUVWDQG�WKH�JHQHUDO�SULQFLSOHV�IRU�JHWWLQJ�VWDUWHG�ZLWK�PRQLWRULQJ�VRFLDO�PHGLD�LQ�&KLQD�

USE SOCIAL FOR SPONSORSHIP MONITORING

/HDUQ�WLSV�DQG�WULFNV�IRU�PRQLWRULQJ�DQG�PHDVXULQJ�VSRQVRUVKLS�FDPSDLJQ�DFWLYDWLRQV��KRZ�WR�DFFXUDWHO\�EHQFKPDUN�DQG�UHSRUW�\RXU�VSRQVRUVKLS�EX]]�DJDLQVW�RWKHU�VSRQVRUV�DQG�EXLOG�FRQWHQW�WR�FRQQHFW�ZLWK�WDUJHW�DXGLHQFHV�

SUCCEED WITH SOCIAL CRISIS MANAGEMENT

/HDUQ�KRZ�WR�XVH�PRQLWRULQJ�IRU�HDUO\�FULVLV�GHWHFWLRQ�WR�EHWWHU�LQIRUP�GHFLVLRQV�GXULQJ�D�FULVLV��:HȇOO�VKRZ�\RX�KRZ�WR�VHW�XS�D�FULVLV�PRQLWRULQJ�GDVKERDUG�ZLWK�DXWRPDWHG�DOHUWV��XQGHUVWDQG�KRZ�FULVHV�VSUHDG�WKURXJK�VRFLDO�DQG�PDLQVWUHDP�PHGLD��DQG�ZKDW�WR�IRFXV�RQ�IRU�HDUO\�GHWHFWLRQ��)LQG�RXW�KRZ�WR�EHQFKPDUN�\RXU�FULVLV�EDVHG�RQ�OHYHO�RI�VHYHULW\��DQG�DFW�RQ�OHVVRQV�OHDUQHG�IURP�HDFK�FULVLV�

IDENTIFY INFLUENCERS

'HȴQLQJ�ȆLQȵXHQFHȇ�RQ�WKH�ZHE�UHTXLUHV�D�PXOWLIDFHWHG�DSSURDFK��LQFOXGLQJ�NQRZLQJ�WKH�GLHUHQFH�EHWZHHQ�LQȵXHQWLDO�SHRSOH�DQG�LQȵXHQWLDO�SODFHV��/HDUQ�KRZ�WR�OHYHUDJH�6\QWKHVLR5DQN�WR�LGHQWLI\��ȆEDFNJURXQG�FKHFNȇ�DQG�VKRUW�OLVW�LQȵXHQFHUV��DV�ZHOO�DV�GHYHORS�XQLȴHG�FURVV�SODWIRUP�SURȴOHV�DQG�XVH�RQ�JRLQJ�PRQLWRULQJ�WR�PHDVXUH�WKH�LPSDFW�RI�\RXU�EUDQGV�HRUWV�WR�GHYHORS�VWURQJHU�UHODWLRQVKLSV�ZLWK�LQȵXHQFHUV�

CASE STUDY: MICROSOFT

MICROSOFT USES SOCIAL LISTENING TO HUMANIZE BRAND AND INCREASE SHARE OF VOICE

THE CHALLENGE:7R�KXPDQL]H�WKHLU�EUDQG�DQG�FUHDWH�D�PRUH�SHUVRQDO�FRQQHFWLRQ�ZLWK�WKH�%ULWLVK�3XEOLF��0LFURVRIW��VSHFLȴFDOO\�0LFURVRIW�8.��ZDQWHG�WR�GHPRQVWUDWH�WKHLU�DɝQLW\�ZLWK�%ULWDLQ�DQG�%ULWLVK�EXVLQHVV�YLD�DQ�DVVRFLDWLRQ�ZLWK�D�YHU\��%ULWLVK�SDVVLRQ��5XJE\��

THE SOLUTION:0LFURVRIW�EHFDPH�WKH�2ɝFLDO�7HFKQRORJ\�3URYLGHU�DQG�D�*OREDO�6SRQVRU�RI�WKH�%ULWLVK��ΖULVK�/LRQV�7RXU�RI�$XVWUDOLD�������RQH�RI�WKH�NH\�HYHQWV�LQ�WKH�JOREDO�5XJE\�8QLRQ�FDOHQGDU��7KH�VLJQLȴFDQFH�RI�WKHVH�WRXUV�IRU�UXJE\�IROORZHUV�LV�KXJH��DQG�WHQGV�WR�EULQJ�RXW�WKH�EHVW�LQ�IDQV�DOO�RYHU�WKH�ZRUOG��0LFURVRIWV�&DPSDLJQ�ZDV�WZRIROG��

� &UHDWH�D�ULFK�DQG�HQJDJLQJ�SURJUDP�RI�VSRQVRUVKLS�DFWLYLWLHV�GHVLJQHG�WR�GHYHORS�DQ�� �� HPRWLRQDO�FRQQHFWLRQ�ZLWK�FRQVXPHUV�DURXQG�WKHLU�SULGH�DQG�SDVVLRQ�IRU�UXJE\��

� 3DUWQHU�ZLWK�6\QWKHVLR�WR�WUDFN�WKH�LPSDFW�RI�WKH�FDPSDLJQ�RQ�VRFLDO�FKDQQHOV�Ȃ�� PRQLWRULQJ�DOO�WKH�FRQYHUVDWLRQV�JHQHUDWHG�WKURXJK�WKH�VSRQVRUVKLS�JOREDOO\�WR�HQDEOH��� 0LFURVRIW�WR�EHQFKPDUN�WKHLU�VKDUH�RI�YRLFH�DJDLQVW�RWKHU�VSRQVRUV��RSWLPL]H�WKHLU�� DFWLYLWLHV�LQ�UHDO�WLPH�DV�WKH�WRXU�XQIROGHG��DQG�PD[LPL]H�WKH�LPSDFW�RI�WKHLU�LQYHVWPHQW�

0LFURVRIWȇV�QHZV�SRUWDO��061��XVHG�6\QWKHVLRȇV�6RFLDO�5HSXWDWLRQ�6FRUH��656��ȴJXUHV�IRU�HDFK�SOD\HUȇV�SHUIRUPDQFH�GXULQJ�WKH�JDPH��DV�ZHOO�DV�RWKHU�W\SHV�RI�SHUIRUPDQFH�VWDWLVWLFV�WR�H[SORUH�WKH�GLHUHQFHV�EHWZHHQ�WUDGLWLRQDO�SHUIRUPDQFH�PHDVXUHV�DQG�IDQVȇ�SHUFHSWLRQV�RI�WKH�SOD\HUVȇ�SHUIRUPDQFHV�DV�H[SUHVVHG�RQOLQH��7KHVH�VWDWV��DORQJ�ZLWK�LQWHUHVWLQJ�RQOLQH�FRQYHUVDWLRQV�DERXW�WKH�SOD\HUV��SURYLGHG�HQJDJLQJ�FRQWHQW�IRU�XVH�ZLWKLQ�0LFURVRIWȇV�EURDGHU�VSRQVRUVKLS�FDPSDLJQ�

THE RESULTS :

'XQFDQ�*DUVLGH��0DUNHWLQJ�&RPPXQLFDWLRQV�/HDG���(YHQWV��0LFURVRIW�8.�VDLG��"Fans loved the PRQLWRULQJ�VWDWV���ZKLFK�ZH�VKDUHG�ZLWK�WKHP�UHDO�WLPH�YLD�#/LRQV2ɝFLDO��:LOO�*UHHQZRRG��MSN, and our campaign microsites. It really helped to connect with fans and bring our communications alive."

1RW�RQO\�GLG�WKLV�XQLTXH�PDUNHWLQJ�YHQWXUH�HHFWLYHO\�KXPDQL]H�0LFURVRIWV�EUDQG�LPDJH�DQG�KHOS�WKHP�FRQQHFW�ZLWK�WKHLU�IDQV�LQ�D�XQLTXH�DQG�HQJDJLQJ�ZD\��EXW�LW�DOVR�GUDVWLFDOO\�LPSURYHG�0LFURVRIWȇV�VKDUH�RI�YRLFH�DPRQJ�WKH�RWKHU�VSRQVRUV��VRPH�RI�ZKRP�KDG�VSHQW�FRQVLGHUDEO\�PRUH�RQ�WKHLU�VSRQVRUVKLS�LQYROYHPHQW��7KURXJK�WKHLU�FUHDWLYH�VWUDWHJ\��DQG�SDUWQHUVKLS�ZLWK�6\QWKHVLR��0LFURVRIW�DPSOLȴHG�WKHLU�YRLFH��DQG�URVH�WR�RQH�RI�WKH�WRS�WZR�PRVW�SRSXODU�DQG�HPEUDFHG�VSRQVRUV��

PROFESSIONAL SERVICES

INTEGRATING MONITORING INTO BUSINESS STRATEGY

2XU�%XVLQHVV�6WUDWHJ\�FRQVXOWLQJ�WHDP�ZRUNV�ZLWK�FOLHQWV�WR�KHOS�WKHP�XQORFN�PD[LPXPYDOXH�IURP�VRFLDO�OLVWHQLQJ�DFURVV�DOO�SDUWV�RI�WKH�EXVLQHVV�DQG�DFURVV�PXOWLSOH�PDUNHWV�7KHUH�LV�QR�RQH�VL]H�ȴWV�DOO�PRGHO�IRU�ZKR�VKRXOG�RZQ�VRFLDO�LQWHOOLJHQFH�ZLWKLQ�DEXVLQHVV��:H�ZRUN�ZLWK�HDFK�FOLHQW�WR�XQGHUVWDQG�WKHLU�FXUUHQW�VWUXFWXUHV�DQG�UHSRUWLQJOLQHV�VR�WKDW�WKH�LQWHJUDWLRQ�RI�VRFLDO�PHGLD�PRQLWRULQJ�LV�XQGHUWDNHQ�WR�VXSSRUWZLGHVSUHDG�DGRSWLRQ�DQG�XVDJH��2XU�JOREDO�H[SHUWLVH�DQG�NQRZOHGJH�RI�WKH�GLHULQJOHYHOV�RI�VRFLDO�PHGLD�PRQLWRULQJ�PDWXULW\�DFURVV�GLHUHQW�UHJLRQV�PHDQV�ZH�FDQ�DOVRKHOS�EXVLQHVVHV�WR�SXW�LQ�SODFH�UHDOLVWLF�UROORXW�WLPHOLQHV�DQG�H[SHFWDWLRQV�

INTEGRATING SOCIAL DATA

2XU�%LJ�'DWD�$QDO\WLFV�SUDFWLFH�WHDP�RHUV�TXDOLWDWLYH�DQG�TXDQWLWDWLYH�PDUNHWLQJDQDO\VLV�H[SHULHQFH��FRXSOHG�ZLWK�LQ�GHSWK�H[SHULHQFH�RI�VRFLDO�PHGLD�DQDO\WLFV��7KHWHDP�LV�FXUUHQWO\�ZRUNLQJ�ZLWK�D�QXPEHU�RI�6\QWKHVLR�FOLHQWV�RQ�%LJ�'DWD�SURMHFWV�LQFOXGLQJ�SUHGLFWLYH�PRGHOOLQJ�DQG�UHJUHVVLRQ�DQDO\VLV�ZKLFK�FRPELQHV�VDOHV�GDWD�PDUNHWLQJ�VSHQG��FXVWRPHU�VXUYH\V��FDOO�FHQWHU�PHWULFV��WUDɝF�GDWD��NH\�HYHQWV�DQG�RUORFDOL]HG�DFWLYLWLHV�ZLWK�ERWK�VWUXFWXUHG�DQG�XQVWUXFWXUHG�GDWD�FDSWXUHG�IURP�VRFLDOPHGLD�

CUSTOMER JOURNEY MAPPING

7KH�&XVWRPHU�-RXUQH\�0DSSLQJ�FRQVXOWLQJ�WHDP�ZRUNV�ZLWK�&XVWRPHU�([SHULHQFH�WHDPV�ZLWKLQ�ODUJH�EUDQGV�WR�H[SORUH�ZD\V�RI�LQWHJUDWLQJ�VRFLDO�GDWD�ZLWKLQ�EURDGHU�9RLFH�RI�WKH�&XVWRPHU�SURJUDPV��&KDOOHQJHV�DGGUHVVHG�LQFOXGH�KRZ�WR�PHDQLQJIXOO\�PHUJH�UHDO�WLPH��XQVROLFLWHG�DQG�XQVWUXFWXUHG�VRFLDO�PHGLD�GDWD�ZLWK�RWKHU�&XVWRPHU�6DWLVIDFWLRQ�GDWD�SRLQWV�LQ�D�ZD\�ZKLFK�FRXOG�DLG�SUHGLFWLYH�DQDO\WLFV��:H�DUH�DOVR�DEOH�WR�VKDUH�RXU�DSSURDFK�WR�&XVWRPHU�-RXUQH\�0DSSLQJ�XVLQJ�VRFLDO�PHGLD�PRQLWRULQJ��DV�D�ZD\�WR�LGHQWLI\�SDLQ�SRLQWV�DQG�GULYH�WKURXJK�FKDQJH�LQ�RUGHU�WR�ȆGHEXJȇ�WKH�FXVWRPHU�H[SHULHQFH�

SOCIAL CUSTOMER CARE

2XU�6RFLDO�&XVWRPHU�&DUH�SUDFWLFH��KHDGHG�XS�E\�7KRPDV�/H�*DF��SUHYLRXVO\�+HDG�RI�&XVWRPHU�6HUYLFH�����DW�2UDQJH��SURYLGHV�FRQVXOWDWLYH�DGYLFH�WR�FOLHQWV�ZLVKLQJ�WR�GHSOR\�RU�RSWLPL]H�WKHLU�VRFLDO�FXVWRPHU�FDUH�FKDQQHOV��7\SLFDO�HQJDJHPHQWV�FRPPHQFH�ZLWK�D�SHULRG�RI�VRFLDO�OLVWHQLQJ�WR�ȆVL]Hȇ��ORFDWH�DQG�GHȴQH�D�EUDQGȇV�FXUUHQW�FXVWRPHU�VHUYLFH�UHODWHG�FRQYHUVDWLRQV��7KLV�WKHQ�HQDEOHV�RXU�FRQVXOWLQJ�WHDP�WR�DGYLVH�RQ�WHDP�VWUXFWXUH��UHVRXUFHV�UHTXLUHG��KLULQJ�DQG�WUDLQLQJ�VWUDWHJLHV�HWF����ZRUNȵRZ�PDQDJHPHQW�PDSSLQJ��.3Ζ�VHWWLQJ��EHVW�SUDFWLFHV�IRU�HQJDJLQJ�RQOLQH��DQG�&50�LQWHJUDWLRQ�

CASE STUDY: ACCOR

IDENTIFYING & IMPROVING ONLINE REPUTATION IN HOSPITALITY

THE SOLUTION:6\QWKHVLR�LPSOHPHQWHG�D�WRRO�GHGLFDWHG�WR�PRQLWRULQJ�WKH�UHSXWDWLRQ�RI��������$FFRU�KRWHOV�DQG�WKHLU�FRPSHWLWRUV�Ȃ�GLUHFWHG�DW�PDUNHWLQJ�DQG�RSHUDWLRQDO�PDQDJHUV�IRU�HDFK�EUDQG��'HVLJQHG�LQ�SDUWQHUVKLS�ZLWK�$FFRUȇV�FRUSRUDWH�PDUNHWLQJ�WHDP��WKH�WRRO�DQDO\]HV�WKH�VDWLVIDFWLRQ�RI�XVHUV�DW�DOO�VWDJHV�RI�WKH�FXVWRPHU�MRXUQH\��7KH�UHVXOWV�REWDLQHG�E\�6\QWKHVLR�DUH�V\VWHPDWLFDOO\�FRPELQHG�ZLWK�RWKHU�LQWHUQDO�TXDOLW\�LQGLFDWRUV�VXFK�DV�RQOLQH�VDWLVIDFWLRQ�VXUYH\V�DQG�RQ�VLWH�JXHVW�IHHGEDFN�

THE RESULTS::LWKLQ�WKH�$FFRU�JURXS��WKH�1RYRWHO�EUDQG�KDV�VHHQ�WKH�YROXPH�RI�SRVLWLYH�IHHGEDFN�LQFUHDVH�E\�����LQ�MXVW�RQH�\HDU�ZKLOH�WKH�QXPEHU�RI�QHJDWLYH�FRPPHQWV�KDV�UHPDLQHG�ȵDW��7KLV�KDV�SOD\HG�DQ�LPSRUWDQW�UROH�IRU�WKH�GRXEOH�GLJLW�JURZWK�LQ�RQOLQH�VDOHV�

“In just one year we saw our positive customer feedback online increased by 55%.” <YHV�/HFUHW��&02��$FFRU�1RYRWHO�

7KH�EUDQG�KDV�DOVR�EHHQ�DEOH�WR�TXLFNO\�LGHQWLI\�DQG�UHVROYH�FXVWRPHU�LVVXHV�WKDW�XVHG�WR�EH�GLɝFXOW�WR�XQGHUVWDQG��2QH�H[DPSOH�<YHV�/HFUHW�JDYH�ZDV�WKDW��Ȋ:H�LGHQWLȴHG�D�SUREOHP�ZLWK�JXHVWVȇ�URRP�NH\V�EHLQJ�GH�PDJQHWL]HG�E\�WKHLU�VPDUWSKRQHV��:H�UHSRUWHG�WKLV�SUREOHP�WR�RXU�VXSSOLHU�ZKR�ZDV�DEOH�WR�PDNH�WKH�WHFKQLFDO�FKDQJHV�QHFHVVDU\�WR�FRUUHFW�WKLV�LVVXHȋ��

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CASE STUDY: NISSAN

NISSAN USES SOCIAL INSIGHTS TO DRIVE ELECTRIC CAR SALES

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NATIVE AND CUSTOM INTEGRATIONS WITH OTHER TECHNOLOGIES

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DRIVING POSITIVE BUSINESS CHANGE, AND BUILDING STRONGER RELATIONSHIPS WITH CONSUMERS SINCE 2006.

ABOUT SYNTHESIO