This deck includes top 3 reasons Top Performers use Social Media Monitoring, top 3 tactics Top Performers use to maximize investment in Social Media Monitoring, most common challenge Top Performers face with Social Media Monitoring, top 5 Performance Metrics Top Performers use to measure Social Media Monitoring.

1. Social Media MonitoringBenchmark Report Key Findings Deck Publication Date: 12/2010 1

2. Insights and Best Practices from Top Performers Top 3 reasons Top Performers use Social Media Monitoring Top 3 tactics Top Performers use to outperform peers with Social Media Monitoring initiatives Most common challenge Top Performers face with Social Media Monitoring Top 6 Performance Metrics Top Performers use to measure the success of Social Media Monitoring initiatives 2 What’s In This Deck?

3. Improve marketing effectiveness Increase customer satisfaction Generate customer insights Reasons to Implement 3 *According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey. **According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.

4. Identify and proactively engage with key influencers Use consumer insights to drive new product/service development Use consumer insights to protect brand reputation Value Drivers 4 *According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.

5. Generating insights that are truly actionable Tracking and measuring results Instilling an organizational focus on the voice of the customer Challenges 5 *According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.

6. Ratio of positive to negative sentiment Volume of relevant conversation Level of consumer engagement / brand advocacy Marketing ROI Customer advocacy Scores Customer satisfaction scores Performance Metrics 6 *According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey. **According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.

7. Download the Full Benchmark Report for Free (with complete vendor landscape) 7 http://bit.ly/9NOuHn

8. Gleansight: Customer Feedback Management Gleansight: Online Customer Communities Gleansight: Social Media Marketing Related Research from Gleanster 8