Social Listening. How brands leverage real-time conversations to understand customers, competitors and markets.

Transcription

1 Social Listening How brands leverage real-time conversations to understand customers, competitors and markets.

2 Understanding Conversations The Internet is an interconnected community of people with conversations happening real time; conversations about the weather, about their favourite sport and sometimes conversations about you. Monitoring conversations and distilling the relevant from the irrelevant is the first step in understanding your customers, competitors and the market. Here at Surge, we use a combination of tools, technologies, processes and highly talented individuals to assist you in monitoring your brand s presence online. Leverage these conversations and make decisions that drive your organization forward. z1ajsnfaosjndasfja22nflasfalnsjflajnsflaj#5 u636w;6w,3lw6w3o6waijtosjkn3ufhjtitjrsagsra N#56j1AJSnFAOSJmarketj22nflasfaLNSJFLAJNSF j#5you636w;6w,3lw6w3o6waijtoskn3ufhjtitjrs sraon#56jz1ajsnfaosjndasfja22nflasfalnsjfla NSFlaj#5you636w;6w,3lw6w3o6wAIJTOSJKN3uf titjrsagsraon#56jz1ajsnfaosjndasfja22nflasfa SJFLAJNSFlaj#5you636w;6w,3lw6w3o6wAIJTOS z1ajsnfaosjndasfja22 N3ufhjtitjrsagsrAON#56jz1AJSnFAOSJndasfja22n asfalnsjflajnsflaj#5you636w;6w,3lw6w3o6wa nflasfalnsjflajnsflaj JTOSJKN3ufhjtitjrsagsrAON#56j1AJSnFAOSJnda 3 channels a22nflasfalnsjflajnsflaj#5you636w;6w,3lw6w #5you636w;6w,3lw6w 536 mentions o6waijtoskn3ufhjtitjrsagsraon#56jz1ajsnfao 3o6wAIJTOSJKN3ufhjti ndasfja22nflasfalnsjflajnsflaj#5you636w;6w w6w3o6waijtosjkn3ufhjtitjrsagsraon#56jz1aj tjrsagsraon#56j7o6n nfaosjndasfja22nflasfalnsjflajnsflaj#5you6 w;6w,3lw6w3o6waijtosjkn3ufhjtitjrsagsraon# 6jz1AJSnFAOSJndasfja22nflasfaLNSJFLAJNSFlaj# you636w;6w,3lw6w3o6waijtosjkn3ufhjtitjrsag AON#56j1AJSnFAcompetitorsfja22nflasfaLNSJFL JNSFlaj#5you636w;6w,3lw6w3o6wAIJTOSKN3uf titjrsagsraon#56jz1ajsnfaosjndasfja22nflasfa SJFLAJNSFlaj#5you636w;6w,3lw6w3o6wAIJTOS N3ufhjtitjrsagsrAON#56jz1AJSnFAOSJndasfja22n asfalnsjflajnsflaj#5you636w;6w,3lw6w3o6wa

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4 Platforms, People and Processes Platform selection We work with global listening platforms using technology built in house at Surge, to fit your requirements at the best price Reporting processes Whether you want a market study, voice of customer or ongoing customized reporting, we have built systems that cater to different benchmarks. Analysis requirement To fully utilize listening capabilities you need more than just tools. Figure out the best mix of people and platforms to monitor and grow your brand with the guidance of our analysts.

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6 Realtime Media Monitoring Everything is discussed online; you, your company, and your competitors. Monitoring and listening to what people say is essential in understanding your audience, competitors, employees and customers. We track your reputation across social networks like Facebook, Twitter, and Instagram, in addition to news sites, blogs, and more. Media monitoring is a key component of the spectrum of social listening services provided by Surge, to ensure that you re paying attention to the key conversations that matter most to your brand. Our tools collect data from over a collection of a billion sources that are being updated every day Customer voice People have embraced social media to interact and support the needs of the customer. We set up alerts, and connect them with your team so that you can reach out to your customers real-time. Find related topics See what else your audience is talking about. Find content ideas and trending conversations on Twitter or Facebook, and empower your marketing team with better decisions. Find opportunities to engage Monitor specific keywords related to your industry, answer users questions, and share related content that can solve problems. Monitor your content and thank those sharing it with a personal message. Create relationships with your community they are your future customers. Find influencers and advocates Tap into niche markets by building relationships with trusted influencers in the community. You are able to understand how influential a person is, based on their reach online and how they interact with their audiences and brands. Join conversations to build trust Create trust through conversations. Our team of marketers collaborate with your internal team to foster and continue conversations with your customers, promoters and grow your brand.

7 Competitive Analysis Conversations don t just happen around you, it happens around your competitors and your industry as a whole. Despite this, not everyone is paying attention to everything that s happening around them. Your competitors strategies are there for you to see and understand. Our analysts keep an eye on what your competitors are doing with a mix of tools. Everything that is happening is reported back to you. Create competitive analysis reports for your biggest rivals. When they launch new campaigns, you ll see which platforms they re targeting, and how successful they were. Compare your share Your may know each company s market share, but what about their marketing reach? Measure the share of voice between each company to see how much of the digital conversation each of you commands. Attract their clients Social media and forums have made customer feedback far more public. When your competitors customers don t get what they want, reach out and offer your own services. 1 jasfahf8#i JTl3b;m5o 2 Nbm^3,tp weynye3,l 3 940^kETM N<otew5T 4 ^0ACz&,$c xg5hd#4j Staying relevant New companies launch every day and since you can t know about every single one, you need a way to keep track of them. Keyword monitoring shows you new competitors entering the marketing, and brands you d otherwise never have known about. Always stay sharp and ready to act.

8 Crisis Management Media monitoring and social listening make crisis management moments easier to deal with. By knowing who's talking about your issue, and where, you're able to craft a more appropriate response. One of the key factors of managing a brewing crisis is to act swiftly, and decisively. The team at Surge works together with your business to nip problems in the bud. Detect sentiment With a combination of sentiment analysis tools and good old fashioned human intelligence, we help you sort positive comments from the negative, so you can quickly identify the problem. Reach out on social media Sometimes, there s no way to avoid a bad outcome. At this point, all you can do is apologize. Find people unhappy or dissatisfied with your brand. Show them you hear them, and take steps to resolve their issues Don t leave crisis management up to chance We all like to believe we have things under control but without proper listening tools, it s impossible to know just how big a crisis has become. 250 detected Action 1 Action 2

9 Let s get to work people@surge.global

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