This overview shows why organisations like Bunnings (B2C) must Listen and build their own communities to engage and support customers. Not to mention the kids planking in their stores.

1. iGo2 Overview
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions

2. Agenda
Ø The Power of Social Media
Ø Who is iGo2?
Ø iGo2 Solutions
Ø Bunnings Warehouse
Ø Partners
Ø Customers
Ø Founders of iGo2 Group

3. The Power of Social Media
Ø Social Media is disruptive
Ø Social Media is dynamic
Ø Social Media changes everything for a business
– Sales, Marketing, Service
– Human Resources
– Product Management
– Channels
– Processes
– Organisational Models

4. Who is iGo2 Group?
iGo2
is
a
Social
Business
product
and
services
company.
iGo2
helps
organisa9ons
like
yours
leverage
the
power
of
Social
Media
and
Networks
through
relevant,
focused
and
business
oriented
solu9ons.
We
assist
to
connect
you
with
your
markets
and
customers;
convert
your
social
data
to
business
intelligence
and
manage
your
Social
Media
presence
for
maximum
impact.
Whether
your
business
is
already
ac9ve
in
Social
Media
–
but
needs
to
do
it
beEer
–
or
whether
you
are
just
star9ng
out,
iGo2
can
provide
everything
from
consultancy
to
a
complete
tailored
solu9on.
Ø A holistic approach to Corporate Social Media
Ø All members are Certified Strategists in Social Media
Ø Utilise proven methodologies for :
– Social Media Assessments
– Social Media Strategy Development
– Social Media Programs and ROI
– Channel Empowerment through Social Media

5. iGo2 Focus Areas
Strategy
:
formula9ng
policy
and
strategy
through
researching
your
brand,
customers,
partners
and
compe9tors
Tac9cs:
building
your
social
presence
and
integra9ng
to
your
business
processes;
training
and
empowering
employees
and
partners.
Intelligence:
monitoring,
collec9ng,
and
analyzing
social
data
to
make
informed
and
agile
business
and
policy
decisions.
Tools:
delivering,
installing,
suppor9ng
and
integra9ng
best
of
breed
products
for
u9lising
the
social
web

6. Social
Media
Monitoring
Services
• All social data streams
• Drilldown analysis
• Sentiment analysis
• Comparative Analysis
• Drilldown to influencers
• Drilldown to sources
• Slice and dice
• Periodic reporting –
weekly, bi weekly,
monthly, real time

7. 10 Days @ Bunnings

8. Demographics

9. • Buzz
Graph
reflects
key
words
• All
Channels

10. Key Conversations
• Key
Conversa9ons
• All
Channels

11. Sentiment

12. Sentiment: Negative
• Nega9ve
Conversa9ons
• All
Channels

13. Sentiment: Positive
• Posi9ve
Conversa9ons
• All
Channels

14. Top Brand Influencers:
Twitter
• Most
Influen9al
• In
TwiEer
• Detailed
analysis
of
@rebeccamezzino
on
next
slide

15. Who is Rebecca?

16. Top Brand Influencers:
• Most
Influen9al
Blogs
• In
Blogs

17. Top Brand Influencers:
Forums
• Most
Influen9al
• In
Forums

18. Top Brand Influencers:
Traditional News
• Most
Influen9al
• In
Tradi9onal
News

19. Bunnings versus Competitors

20. Bunnings by keyword
• Examining
Bunnings
data
by
keywords
• Staff
=
staff
OR
assistant
OR
help
OR
service

21. Examining “Staff”
conversations
• Examining
Bunnings
data
by
Staff
• Staff
=
staff
OR
assistant
OR
help
OR
service
• All
Channels

22. Brand Profanity
in Facebook

23. Brand Profanity
in Twitter

24. Youtube (Bunnings & other)

25. Deepdive – Youtube Planking

26. 10 Days @ Mitre 10

27. Advice for Bunnings
Ø Start Listening
Ø Assess and Research Social Channels (8 point
Framework):
– Develop SWOT
– Develop Social Strategy and business case
– Implement Social Tactics within Managed Community
– Participate
Ø Develop “owned” Social Community

28. Assess
Monitor
Strategise
Business Framework
iGo2’s 8 Point Social
Social
Protect
Business
Create
Framework
Engage
Par9cipate
Share

29. The
Social
Ecosystem
Wikis
Par6cipa6ng
Listening,
establishing
reputa9on
(I’m
one
of
you)
Managed
Listening,
suppor9ng,
building
reputa9on,
marke9ng
External
Communi9es
Owned
Closed
Network
Listening,
suppor9ng,
building
rela9onships,
collabora9ng
Example:
customer
communi9es
Internal
Example:
channels,
members
Communi9es
Example:
Intranets,
communi9es
of
prac9ce
Copyright
2011
Telligent.
All
rights
reserved.

30. Different Objectives
Social
Networks
Online
Communi9es
Rela9onships
Business
Objec9ve
Primary
Purpose
Primary
Enabler
Common
Ac9vity
Rela9onships

31. Customer-Driven Support
Deliver
beBer
customer
service
experiences
• Deliver
support
to
customers
wherever
they
are,
at
any
9me
• Iden9fy
dissa9sfied
customers
quickly
and
take
ac9on
• Simplify
online
search
while
improving
SEO
Increase
support
efficiency
&
scalability
• Increase
agent
produc9vity
with
community-­‐generated
content
• Communicate
service
updates
in
real
9me
across
channels
• Empower
“super
users”
to
deliver
help
to
peers
online
Advance
product
idea6on
&
monitor
service
performance
• Crowd
source
ideas
and
acknowledge
customer
contribu9ons
• Uncover
vola9le
topics
and
measure
sen9ment
• Monitor
the
impact
of
employee
engagement

32. Many Social Tools Available Today
Author(s)
write
ar9cles
Variety
of
people
edit
the
content
of
Users
comment
to
author
a
single
piece
of
content
Engagement
focus:
On
the
author
Engagement
focus:
On
the
content
Individually,
these
tools
do
not
equal
community
Variety
of
people
publish
comments
Individuals
publish
files,
picture,
or
on
specific
topics
or
ques9ons
video
for
users
to
comment
on
Engagement
focus:
On
the
topic
Engagement
focus:
On
the
media

33. Bunnings Communities Enable
Relationships
Owned
Communi6es
Regular
interac6on
among
members
who
are
united
by
a
common
interest
allows
for
rela6onships
to
be
formed
Member
to
Member
Collabora6on

34. Potential Value of Social Intelligence
Ø Crisis Management
Ø Reputation Management
Ø Project Monitoring
Ø Improve customer service
Ø Competitor intelligence
Ø Partner intelligence
Ø Improve product and service development
Ø Improve target marketing
Ø Grow revenue
Ø Deflect costs
Ø Improve Customer Loyalty
Ø Policy or initiative review

35. Our Partners

36. Our Customers

37. The
Founders
of
iGo2
Group
Ø All
Cer4fied
Strategists
in
Social
Media
Ø All
have
more
than
20
years
business
experience
in
IT
and
industry
iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions