Rethink everything you know about the consumer decision journey. SMG and Mashwork have executed several consumer decision journey studies together across automotive, technology and b2b spaces and draw on insight gleamed during this research to form the basis of this presentation. These studies map social conversation data against traditional purchase funnels (awareness, consideration, purchase, advocacy). The results are compelling, adding depth to each stage of the purchase journey while simultaneously shedding light on new targeting opportunities.
PRESENTERS: Kate Sirkin, EVP Global Research at Starcom Mediavest Group Stuart Schwartzapfel, CSO at Mashwork
4. # smwmmr
THE TOPIC
“Modern Market Research”
mädern / märkit / rē,serCH
NOUN
The utilization of social media data, and
various technologies designed to access that
data, to achieve varying degrees of audience
or market-level insight.
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5. # smwmmr
Big Data has positive implications
for the future of marketing research
HISTORICAL
CONTEXT
Instant
Scalability
ACCURACY
DATA
TRANSPARENCY
Speed &
Accessibility
API INTegration
RAW
AUDIENCE
TRUTH
COST
EFFECTIVENESS
CONSUMER
FIRST
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6. # smwmmr
But it doesn’t erase 90+ years of research
wisdom and industry best practices
Buzz
Tracking
Consumer
segmentation
Media
consumption
Audience
deep dives
BEHAVIOR
ANALYSIS
Competitive
audits
PERCEPTION
TRACKING
CONSUMER
SENTIMENT
In-market
intent
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7. # smwmmr
There are broad use cases in applying social
insight to important business decisions
Co
m
m
un
Corporate
Communications
M
ent
em
ag
an
Market
Research
Customer
Service
id
Pa
Sales &
Marketing
lanning
edia P
nt M
fro
Up
al
oci
S
Product
Development
Soc
ia
l Fo
cu
sG
ro
Brand Marketing/
Advertising
s
up
tegy
Stra
SOCIAL
INSIGHT
Monitoring Strategy
Content Crea
tion
M
nt
me
ge
na
a
itigation/Manage
men
t
ity
Infl
ue
nc
er
M
Crisis
7
Camp
aig
nE
ffe
c
tiv
e
ne
ss
14. # smwmmr
Tales From the Road
CONSUMER
ELECTRONICS
MOBILE CARRIERS
TIRES
CELL PHONES
INFORMATION
TECHNOLOGY
AUTOMOTIVE
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15. # smwmmr
People don’t always talk
the way you want them to
LESS LIKE THIS
“I’m in the awareness phase
currently, headed into
consideration next week.”
•
“I wish automakers would
release more safety content on
their Facebook page.”
“Check out my new ride!”
•
“Thinking about buying
this 2011 Dodge Charger or
2009 Mercedes Benz 550.
#LuxuryOrSpeed”
MORE LIKE THIS
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19. # smwmmr
Brands aren’t always discussed
along the journey
BRAND?
For winter tires, more than 80% of all
conversation was unbranded.
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In-the-Moment declarations are a BIG deal
Every day, 7,500 people are either explicitly or
implicitly checking into a car dealership.
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Conversation can correlate
DURING PURCHASE CONVERSATION
UNIT SALES
9%
8%
7%
6%
= Shared Peaks
DEC
JAN
FEB
MAR
APR
MAY
JUN
JUL
AUG
SEP
OCT
NOV
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22. # smwmmr
Bad customer service can rapidly lead to detraction
“I am facing a database
problem.... when i want to login
to my site administration...but it
shows the error below...
CUSTOMER SERVICE ISSUES
B2B
B2C
53%
48%
adnanchamkani – cnet.com
Initial Difficulties
30%
34%
Becoming Frustrated
17%
“I need help. We have an open
case thats not being handled.
Support won’t call us back.
#help #fail””
@Dean_Cooper
21%
Becoming Angry
“Having worked with the MIPS
ISA a fair amount I despise the
branch delay slot but most ISAs
have their own ‘fun’ quirks.”
fierydemise – anandtech.com
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23. # smwmmr
Journeys are frequently hitched to one another
“Wtf wrong with my iPad.....
Ughhh!! Sprint get it
together!!”
@MsMekaRedd
“On a Prius, I like
the Bridgestone Ecopia
much better than the
Goodyear FuelMax.
They are more quiet.”
msirach, cleanmpg.com
“The new Droid phones
are dope but I hate their
marketing now and Verizon
is shoddy when it comes to
software updates.”
@KPagelsgreat
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Where do we go from here?
SOCIAL AS
IN-MARKET TOOL
AGILE CONTENT
A MUST
MOVING
SOCIAL FROM
INSIGHT TO
ANALYTICS
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