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Presentation from Beyonds Head of Analytics Nils Mork-Ulnes at SAScon UK 2013
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Maximizing Brand Reputation Online by Nils Mork-Ulnes
1.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential Maximising Brand Reputation Online Nils Mork-Ulnes @nilsmu
2.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential The Agenda ! How can you maximise something you no longer have much control of? ! Tips for making sense of your online reputation ! Going beyond basics
3.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential People growth In the face of Exponential information are getting smarter at using and filtering information
4.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential 10.4 Source: Google/Shopper Sciences, The Zero Moment of Truth Macro Study doubled to the average number of information sources used by shoppers From 2010 to 2011
5.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential You now have little control Filtered Personal Stream Content User state Timely Relevant Actionable Valuable Shareable Grazing/Lean-back Lean-forward • Bite-sized/Visual • Not actively considering • E.g., • Competitions • Videos • Infographics • Transactional • Consideration & post-purchase sharing • E.g., • Forums • Influencer content • Tools/guides Social graph Interest graph Knowledge graph of the customer journey Consumer Facebook Twitter Google Tumblr Pinterest Forums
6.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential of The role word of mouth
7.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential 2.1 billion a day Source: The Keller Fay Group, 2013, based on 1 year of data from more than 31,000 US consumers aged 13-69 WOM Brand impressions IN THE US ALONE
8.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential 6% occur online MANY MORE THAN Source: The Keller Fay Group, 2013, based on 1 year of data from more than 31,000 US consumers aged 13-69 Of all WOM BUT SEEN BY OFFLINE WOM
9.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential Highly Credible by 63%OF RESPONDENTS Source: The Keller Fay Group, 2013, based on 1 year of data from more than 31,000 US consumers aged 13-69 Experience-based WOM rated
10.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential 51% say “try it” 5% Say “avoid it” Source: The Keller Fay Group, 2013, based on 1 year of data from more than 31,000 US consumers aged 13-69 WOM tends to be positive
11.
© Copyright 2013
Beyond. All rights reserved. Private and Confidential Online word of mouth is correlated with sales Positive Tweets explains 5x the variability in sales of advertising for video games in study of 12 months of 2012 data Tweets having generally a higher impact than negative Tweets. Therefore, to gain the most out of the online word- of-mouth embodied by Tweets, companies would be best served by addressing the balance of sentiment about their games through increasing the number of positive Tweets. Table 1 summarises the impacts on sales volume from a 30% change in positive Tweets, negative Tweets and traditional advertising on each genre, as a weighted average of the estimated title level impacts. The results in the table on the impact of positive Tweets correspond to a thought experiment: “How would the sales of a title respond to a having a 30% higher number of positive Tweets about it?” ng” in this ers to traditional above-the- tising spend, Table 1. Impact of key levers on sales volume in the first 10 weeks of release by genre Genre 30% more positive Tweets 30% fewer negative Tweets 30% more non-Twitter advertising Shooter Sports Racing Action Role playing Other Overall 8.1% 6.3% 6.3% 4.2% 8.0% 3.1% 6.1% 2.4% 6.7% 3.3% 2.0% 7.5% 3.1% 3.3% 1.6% 0.7% 0.9% 1.9% 3.2% 3.9% 1.6% Source: Deloitte analysis of data from GfK, Nielsen and Crimson Hexagon than alone. The results show that for the key genres of shooter, sports and racing games, the impact of having more positive sentiment is a multiple of the impact of increasing traditional advertising spend by an equal proportion. Across the Caveat: correlation ! causation
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© Copyright 2013
Beyond. All rights reserved. Private and Confidential Still, Companies mostly use quant metrics Measuring social media ROI Source: Duke University’s CMO Survey, 2013
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© Copyright 2013
Beyond. All rights reserved. Private and Confidential Key points People like to share good experiences more than bad ones 2 31 People trust experience-based word of mouth - and when it happens online it’s findable for many And yet many companies don’t measure this
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Beyond. All rights reserved. Private and Confidential MAKING SENSE OF YOUR ONLINE REPUTATION
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© Copyright 2013
Beyond. All rights reserved. Private and Confidential Don’t confuse this thiswith Carefully researched conclusions
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© Copyright 2013
Beyond. All rights reserved. Private and Confidential "When we say it's positive, the machine about 21% of the time says it's negative" Eric Schmidt, senior manager-marketing strategy and insights at Coca-Cola, on their tests of automated social media sentiment
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© Copyright 2013
Beyond. All rights reserved. Private and Confidential Monitoring is good for spotting and fixing problems quickly
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© Copyright 2012
Beyond. All rights reserved. Private and Confidential No Black boxes For “market research grade” insight, you still need sound research methodology
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© Copyright 2012
Beyond. All rights reserved. Private and Confidential QUick methodology primer 21 3 4 5 Test and retest queries Clean data Sample Tag Aggregate Analyse Random & statistically significant By humans, using custom taxonomy Do the sums & eliminate errors Make sense of it
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© Copyright 2013
Beyond. All rights reserved. Private and Confidential Key points Do use SMM software to monitor for problems 2 31 Do make the proper investment in time and £s if you want to share data with the C-suite Make sure there is methodological rigour ! 28:32
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© Copyright 2013
Beyond. All rights reserved. Private and Confidential GOING BEYOND BASICS
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© Copyright 2013
Beyond. All rights reserved. Private and Confidential TROUBLESHOOT THROUGH SEGMENTATION
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Beyond. All rights reserved. Private and Confidential Segmentation gives diagnostic clarity Top 10 (Dis)satisfaction Drivers Top 10 Attractors and Barriers Top 10 (Dis)satisfaction Drivers Top 10 Attractors and Barriers 1. Call Centres 2. Reliability 3.... 4.... 1. Pricing 2. Reliability 3.... 4.... 1. Call Centres 2. Reliability 3.... 4.... 1. Reliability 2. Features 3.... 4.... Former Customers 4% Non-Customers 18% Considering Customers 12% Customers 66%
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© Copyright 2013
Beyond. All rights reserved. Private and Confidential LOOK BEYOND YOUR BRAND
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Beyond. All rights reserved. Private and Confidential Most conversations aren’t about your brand 0.5% 0.5% 99% You and your competitors Their lives Brand A Brand B
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Beyond. All rights reserved. Private and Confidential Cultural Tensions: My needs My family’s needs Society Popular culture Brand Proposition: How awesome we are Meeting needs Content strategy Branded utilities Product development Staying relevant
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Beyond. All rights reserved. Private and Confidential “white space” ANALYSIS Discover conversations that: 1.Fit with your brand 2. Are large or will be 3. Appeals to your audiences 4. Is "interesting" 0 10 20 30 40 50 60 70 80 90 100 Apr-12 M ay-12 Jun-12 Jul-12 Aug-12 Sep-12 O ct-12 N ov-12 D ec-12 Jan-13 Feb-13 M ar-13 0.00% 0.00% 0.00% 1.73% 0.00% 0.65% 0.22% HP Oracle IBM Google Cisco Mcsft GE How “White” is the space? Potential Market Value: $131 B Trend data “White Spaces” are topics that cover the common ground between a brand’s offerings—whether this offering is as tangible as an actual product or as abstract as a value proposition—and the needs of its target audiences.
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Beyond. All rights reserved. Private and Confidential “Pain Point” ANALYSIS WHAT ARE MOMS DISCUSSING? negative positive !"#$%&!"#$%& Baby clothes Car seats Cribs Diaper/changing bags Strollers Slings/wraps Maternity clothes Feeding chairs, furniture CarriersProducts Materials/fabrics Comfort Safety for baby Ease of use/ installation/ navigation (includes ability to use outdoors) Compatibility with physical activity Appropriateness for baby (e.g., is baby too big) Ease of cleaning colors Patterns Price/value Attractiveness/ trendiness Product CONSIDERATIONS At which point of the need staGE CUSTOMER JOURNEY are moms posting?* 0% Pre-awareness 7% 14% 17% 12% 67% AWARENESS FAMILIARITY CONSIDERATION & RESEARCH Purchase Recommendation & sharing *Posting only about baby/maternity products or comfort/style with regard to pregnancy/taking care of baby. WHICH EMOTIONS ARE MOMS EXPRESSING?**Posting only about baby/maternity products or comfort/style with regard to pregnancy/taking care of baby. 36% Happiness 21% Confusion/FEAR 19% dissatisfaction 14% Excitement/hope
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Beyond. All rights reserved. Private and Confidential Key points There is more to social data than just measuring brand health 2 31 Diagnose problems by segmenting data Look beyond mentions of your brand and look for new opportunities to connect or pain points to address
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Beyond. All rights reserved. Private and Confidential THANK YOU timefor your contact us Nils Mork-Ulnes Head of Insights and Analytics, EMEA +44 771 307 7994 nils@bynd.com @nilsmu
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