Presentation to the Web 3.0: Investigating the Future of Social Media conference 25-27 June 2012 Sydney. This presentation explores how to leverage Big Data for your company or brand; why it's important to capture and analyse structured and unstructured data; and how "Voice of the Customer" platforms can improve social listening & customer experience.

1. Web 3.0: Investigating The Future of Social Media
Sydney Tue 26 June 2012
How to Win Friends and Influence
People Using Big Data
Darren Sharp
Senior Consultant
Resonate Solutions
+61 (0)419 314 655
Twitter:@dasharp

2. Resonate Solutions
• Managed online communities
• Closed-loop feedback programs – NPS
• Social Media Monitoring & Analysis
• Social Media Strategy

3. Six Ways to Make People Like You
1. Become genuinely interested in other people.
2. Smile.
3. Remember that a person's name is, to that
person, the sweetest and most important
sound in any language.
4. Be a good listener. Encourage others to talk
about themselves.
5. Talk in terms of the other person's interest.
6. Make the other person feel important – and
do it sincerely.

5. “In the post-commercial society, consumption
becomes one of the most important ways of
expressing views and values…buying a
product is no longer a result of identification
with a brand but a vote for the producer”
Tom Beckman, Executive Creative Director, Prime, June 2012

6. http://www.flickr.com/photos/edart/247265514/

8. Managing the flood of Big Data in Digital Marketing
http://bit.ly/MsB5MW

9. How much data is created
every minute?
• 2 million Google queries
• 684,478 pieces of content
shared by Facebook users
• 100,000 tweets
• 27,778 Tumblr blog posts
• 3,600 Instagram photos
• Over 200 million emails
• 571 new websites created
http://on.mash.to/MsAYRk

10. Web 3.0 – Filtering Social Streams
Nova Spivack
• Social streams are quickly becoming key drivers for
how content on the Web is found.
• But how are things found in social streams? It turns out
existing search engines, like Google, are not well-
suited for searching the stream.
• The ability to filter the stream for just those subsets of
messages you actually care about is going to be
absolutely essential in coming years.
http://www.novaspivack.com/uncategorized/keeping-up-with-the-stream

11. Drowning in the Stream – new challenges for a new Web, Nova Spivack
http://www.novaspivack.com/uncategorized/drowning-in-the-stream-new-challenges

12. How to swim in the stream of customer data?
Branded Online Communities
Facebook
Contact Centre
Surveys
Forums Blogs
Twitter
Customer Emails

13. Resonate
Customer insight & action platform – across all customer feedback…
Customer Experience
Monitor Collect Act Discover Improve
email twitter blogs Customer Data NPS
comments structured forum
unstructured COMPLAINTS identity surveys voting
facebook Anon. contact centre transcript voice to text
Enterprise Data

14. Qual + Quant = Value
What is being said… In what context…

16. SwiftRiver’s Goals
• SwiftRiver empowers non-profits,
NGOs, governments, who wish to
speed up the processing of data
during emergency events.
• It enables the filtering and
verification of real-time data from
channels like Twitter, SMS, Email
and RSS feeds.
http://ushahidi.com/products/swiftriver-platform/

17. http://www.gvfi.org/index.php

18. http://www.kaggle.com/

19. Summary
• Buying a product has become a vote for the
producer
• Be a good listener. Encourage your customers
to talk about themselves
• Big Data has arrived. There’s an exponential
increase in the amount of data being produced

20. Summary
• Your ability to filter The Stream is going to be
absolutely essential in the years to come
• Are you capturing unstructured data - what
people are saying about your brand online?
• What are you doing with this data to improve your
business?

21. Don’t try this…

22. Thanks!
Darren Sharp
Senior Consultant, Community Management
darren.sharp@resonatesolutions.com.au
+61 (0)419 314 655
Twitter:@dasharp
www.resonatesolutions.com.au
Conversations. Communities. Collaboration.