...Solution overview Shape strategy with social media mining HP Live Customer Intelligence Your customers’ opinions are everywhere—in status posts, tweets, blogs, online forums, and countless other interactive outlets. It’s a wealth of data, but it’s also information that is scattered across literally millions of sites. This logistical challenge leaves many enterprises floundering when it comes to social media. Though you see the potential, the practical implementation seems unattainable. Harnessing this market sentiment can create a much greater breadth and depth of social intelligence. Your organization can develop more targeted solutions and products, differentiate from the competition, shift from reactively tactical to proactively strategic management of your brand, get inside the minds of customers and intimately speak the language they understand, and provide engaging service and support. All it takes is a realistic way to mine and sort the data. As part of our actionable customer intelligence, this function helps you improve product marketing and product support. It can also position you to significantly enhance the customer experience as you listen in on candid conversations about your products and services. Enabling sentiment analysis HP Live Customer Intelligence enables organizations to systematically gather market intelligence with unprecedented scope, accuracy, and transparency. Through advanced sentiment analysis capabilities, we translate an overwhelming...
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...Creating Usable Customer Intelligence from Social Media Data: Network Analytics meets Text Mining Killian Thiel Tobias Kötter Dr. Michael Berthold Dr. Rosaria Silipo Phil Winters Killian.Thiel@uni-konstanz.de Tobias.koetter@uni-konstanz.de Michael.Berthold@uni-konstanz.de Rosaria.Silipo@KNIME.com Phil.Winters@KNIME.com Copyright © 2012 by KNIME.com AG all rights reserved Revision: 120403F page 1 Table of Contents Creating Usable Customer Intelligence from Social Media Data: Network Analytics meets Text Mining............................................................................................................................................ 1 Summary: “Water water everywhere and not a drop to drink” ............................................................ 3 Social Media Channel-Reporting Tools. .................................................................................................. 3 Social Media Scorecards .......................................................................................................................... 4 Predictive Analytic Techniques ............................................................................................................... 4 The Case Study: A Major European Telco. ............................................................................................. 5 Public Social Media Data: Slashdot ....................................................................................................
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...com Ltd 2010 Econsultancy 4th Floor, The Corner 91-93 Farringdon Road London EC1M 3LN United Kingdom Econsultancy New York 41 East 11th St., 11th Floor New York, NY 10003 United States Telephone: +1 212 699 3626 http://econsultancy.com help@econsultancy.com Telephone: +44 (0) 20 7269 1450 Contents 1. Introduction ..................................................................... 1 1.1. About Econsultancy ..................................................................... 1 2. Executive Summary ......................................................... 2 3. Market trends .................................................................. 4 3.1. 3.2. 3.3. 3.4. 3.5. 3.6. 3.7. Market set for strong growth as rise of social media increases importance of online reputation ................................. 4 Buzz monitoring becomes a hygiene factor for businesses seeking to manage risk ................................................................ 6 Companies strive for structured approach and workflow, to make insights actionable ............................................................. 8 Businesses wrestle with ownership and resourcing ................. 10 Digital marketers struggle to find right metrics ........................ 12 Growing competition likely to trigger industry...
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...Social Media Analytics Social media has become extremely popular. Every day millions of users use social media to share their opinions, thoughts, emotions, and information. Businesses are keen on monitoring people’s perceptions - positive and negative sentiments - of their brands through social media. Ever since the advent of machine-readable text, IT users have been demanding a way to get knowledge and insight out of text documents without humans reading the documents. Getting feedback from various stakeholders will amount to bothering them with surveys on every aspect that a company is interested in. The problems with this approach is that for each product or feature, a survey will have to be conducted; the format, distribution and timing of the survey will have to be designed and will have to rely on the goodwill of people to take the survey. This method can be made obsolete by gathering such information automatically from the Web, where the large amount of available data creates the opportunity to do so. While smaller businesses might be able to track these conversations manually with tools like Google Alerts, many find themselves inundated with more tweets, updates and reviews across multiple social channels than they can keep up with. For online marketers facing large volumes of opinions, but looking to sift through the data and learn from client feedback, sentiment analysis solutions serves as an excellent solution. L&T Infotech’s social analytics...
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...Selection of the topic- Text Analytics Title- Using text analytics to improve the hospitality experience of customers. Key Words- Text analytics, content categorization, sentiment analysis, Abstract- With advance text analytics solutions, the hotels and hospitality providers can analyze conversations on the social media and online public forums to extract valuable business insights and using the same to improve their customer’s experiences into their hotels and with their services. Introduction- Today’s travelers are vocal and willing to share their experiences with hotel and travel providers; they’re more apt to share their experiences online with others through means of social media like- facebook & twitter, in online review sites such as tripadvisor.com etc. From check-in process to the quality of services, their feedbacks provide valuable insights that hospitality providers can improve the guest experience with their brands, better target customers with offers and differentiate ‘emselves from the competitors in terms of products and services. Collecting quantitative responses from the guests through surveys was the sole feedback method used by hotels and travel service providers. Of late, the trend has changed. These days, these providers recognize the value of collecting feedback through social media and other online sites. They even encourage open-ended comments in their surveys these days. With thousands of reviews generated each day, compiling and interpreting this...
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...Problem Domain The increasing use of social media in Sri Lanka has increased the amount of data available to track and predict trends in public opinion. As described the use of Social Media data to forecast elections has become increase since the start of the current decade. By understanding the public opinion about ongoing election will be used for the election candidates as well as for the voters. Because of these reason analyzing public opinions before the election, can forecast the results. The forecasted results can be used for the candidates for their own goods. As an example if the public giving their opinion in negative way for the particular candidate, candidates can identify the current opinion by analyzing the public options and do the campaign in better way. Same as the voters get to know the overall public opinion of the candidates and can do their voting for candidates who is having positive opinion from public. OVERVIEW OF the Solution Social media platforms have become an important site for political conversations throughout the world. By using automated real-time sentiment analysis of this public opinion data can provide fast indications of changes in opinion, showing for example how an audience reacts to particular candidate’s statements during an election period. Sentiment analysis is a new area in text analytics where it focuses on the analysis and understanding of the emotions from the text patterns. This new form of analysis has been widely online marketing...
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...Theme Chart Analysis Using the Grounds Theory approach our group determined and analyzed the common themes on social media surrounding the Toms Shoes brand. We created a Theme chart and a sub-theme chart from the largest theme. These charts can be seen below. The top three themes were 1) Social Justice, which was mainly comprised of soundbites focused on the Toms One For One motto and their positive impact on those less fortunate 2) Style, which was largely focused on the look of the shoes and 3) what we named Purchase/ want, this category was comprised of soundbites in which people were talking about a purchase they had just made or stating that they really wanted to purchase a certain pair, more pairs or every pair of Toms. We have chosen to further discuss a number of the themes seen in the charts below. Theme: One Day Without Shoes The most talked about theme turned out to be Social Justice and a large sub theme of social justice was Toms campaign advertising campaign; One Day Without Shoes. Therefore we began to evaluate the effectiveness of the Toms Shoes campaign “One day without shoes,” which is held every year. This year of 2012 the event was held on April 10th, 2012. We predicted that advertising of the campaign through digital and traditional media would increase brand awareness to customers and therefore show an increase in the online chatter or buzz before the date of campaign. We also expected to see many positive comments and customer participation after...
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...CONCLUSIONS Paper Five Best Practices for Social Media Measurement How to link social media metrics to business results Insights from the webinar, Less Talk + More Action = Better Results, in the Measure What Matters: Redefining Marketing Success in the Digital Age series, presented in association with the American Marketing Association and SAS Featuring: Katie Delahaye Paine, CEO of KDPaine & Partners John Bastone, Global Customer and Media Intelligence Manager at SAS Five Best Practices for Social Media Measurement 1 If there’s anyone out there who still believes social media doesn’t warrant serious consideration, consider some basic facts: There are more than 750 million active users on Facebook, 140 million unique visitors to the site each month, 200 million registered Twitter users, and more than 100 million professionals on LinkedIn. That’s just for starters. In addition to social networking sites, there are blogs, comments on traditional media and e-commerce websites, review sites such as ConsumerSearch and Epinion, content-sharing sites such as YouTube and Flickr, and collaborative projects such as Wikipedia. Nearly half of Americans now get their news from the Web. One in five reads blogs. More than 80 percent of Americans use social media in some fashion each month. Some of those people just might be talking about your brand – and your competition. Some may be ambassadors and advocates, or they may just as easily be detractors and malcontents...
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...Understanding Social Media: White Paper Introduction Adoption of Social Media has erupted significantly, especially in the last one year. However, companies dipping their toes into social media really don’t seem to be getting the ‘social’ part. Social media is not just another broadcast media, although activities in some social media channels are similar but on a different platform. We have to think of social media as a medium to build relationships. Relationships are based on two-way communication and in business we build relationships based on value. Other than those who friend brands for status, consumers will follow a brand because of the value they create for them. Simply posting out links to purchase is not creating value for those who have taken the time to follow you. Yes, you make these people feel special by offering them ‘social discounts’ or ‘social offers’ but think about how you can create value and expertise in your area of industry. It all comes down to designing a robust social strategy that will create value to customers who are interested in your products or services. Let’s step back a little for a moment and see how we could define Social Media: Any form of media which satisfies the following three parameters could be termed as social media and any activity around them are social media activities: Basic Definition: * Web 2.0 platform allowing people to have one to many real time interaction * Two way street giving users the ability to present...
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...Running head: HOW SOCIAL MEDIA IS REVOLUTIONIZING THE APPAREL INDUSTRY1 “How Social Media Is Revolutionizing the Apparel Industry” Alaa El-Bially Johns Hopkins Carey Business School HOW SOCIAL MEDIA IS REVOLUTIONIZING THE APPAREL INDUSTRY 2 Social media is a buzzword. Social media is “like teen sex. Everyone wants to do it. No one actually knows how. When finally done, there is a surprise it’s not better”, says Avinash Kaushik, co-Founder of Market Motive Inc and the Digital Marketing Evangelist for Google. In just a few short years, social media has revolutionized the way people communicate and share information, turning conversations into 140-words blips and making e-mail- the original electronic communication tool- seem quaint. In the business perspective, social media creates a kinship between the brand and its consumers and prospective consumers, which drives purchase intent and word of mouth. In this context, I will address the role of social media in revolutionizing the apparel industry as a business model, and its challenges and projections. Why Is Now the Right Time for Social Media? Growth & Interest Are High. A recent survey from eConsultancy shows that social networks and blogs are the fourth most popular activities online, (ahead of personal email, even) and that 10 percent of all time spent on the Internet is spent on social media sites. Statistics on the leading social networking sites are equally impressive: Facebook now lists more than 500 million...
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...AND ALTIMETER GROUP SOCIAL MARKETING ANALYTICS A NEW FRAMEWORK FOR MEASURING RESULTS IN SOCIAL MEDIA JOHN LOVETT AND JEREMIAH OWYANG WITH ERIC T. PETERSON, CHARLENE LI AND CHRISTINE TRAN EXECUTIVE SUMMARY Business Must Adopt A Measurement Framework For Success. The rapid evolution of the web and digital media over the past decade illustrates that we operate in an environment that is constantly in flux. Technologies emerge, communication channels open and consumer behaviors adapt. These changes are apparent in the ways in which consumers interact with marketers and their brands as well as the ways in which consumers empower one another. Yet, as consumer connections, networks and relationships spider to the edges of the globe, marketers take their messages to social media channels with reckless abandon. Organizations that view social marketing as experimental forays jeopardize the relationships they have with their customers because consumers do not regard their actions as frivolous endeavors. They’re making decisions based on the new information they learn from their networks and using that knowledge to take actions and influence others. These actions leave indelible impressions upon brands and the consumers that interact with them. In an effort to help clients better understand the value of these emerging channels on their business, Web Analytics Demystified and Altimeter Group interviewed dozens of companies who are active participants in social media. Through our research...
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...10 Smart Must-Have Social Media Tools for Today's Social Media Manager A variety of social media tools are already available for major channels like Twitter or Facebook, if ever you are not too familiar with their functionality, they may all sound the same. Trying to determine the distinction between a sentiment analysis and an online influence tool might take up the time you could be using mapping out an effective social media campaign strategy as a social media manager. We arrived with this useful list to help you sort through the numerous tools and choose the must-haves for your social media management brand. 1. Bulk Scheduler Establishing a good collection of engaging content is half of a successful social media strategy. When you already have the...
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...Thesis/Project Preparation University Format Requirements TABLE OF CONTENT LIST OF TABLE 01 List of contents 02 List of figure 03 Chapter 1 04 Competency of service industry Over view 05 Sentiment analysis 06 Customer engagement response 07 Survey analysis 08 Over view 09 Summary 10 CHAPTER 1 COMFETENCY IN SERVICE INDUSTRY The purpose of this project is to know how the other industry stabilized or to maintain their level of service. Service industry cluster has played an important role in economic system of an area. Core competence evaluation of modern service industry cluster has been a very significant theoretical and practical problem of the research on industry cluster. The goal of the investigation...
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...Travel formed to help travel agencies with foreign, international, and group trips. In 1986, Allied Travel merged with Percival Tours to form Allied Percival International (API), joining the best travel agents in the country. Virtuoso is the travel industry’s leading luxury network. This organization includes more than 330 agencies with 7,200 elite Advisors in 20 countries throughout North and South America, the Caribbean, Australia, and New Zealand. Travelers who use Virtuoso’s Advisors get access to more than 1,300 of the world’s premier travel providers, as well as exclusive services, experiences, and products. In 2000, API was rebranded Virtuoso, and has since become the leading travel network in the world. Major Social networks and Minor Social networks Media | No. of posts | No. of Followers | Types of content | Level of engagement with the audience | 1 | 2 | 3 | 4 | 5 | Facebook | 25-57 for summertime within four years from 2010 to 2013 | 12,094 | Photos and videos of destinations with a descriptions, everyday promotions, links to pages related to travel, contests announcements | High as posts always shared and commented. However, post schedule is not regular: one day company posts every day, the other day once in two-three days. | Pinterest | 139 | 417 | Pictures and catalogues of different destination Virtuoso provides | Low level of engagement. Pictures provided get no more than 9 shares, some of them even don’t have them. Pictures rarely liked and commented....
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...Social Media in Business: Recent and Future Trends Social Media in Business: Recent and Future Trends Taylor M. Smith Eastern New Mexico University Social Media in Business: Recent and Future Trends In today’s world, technology surrounds us. Our society is constantly evolving, and is ruled by technology. One of these technologies is social networking through social media. Social networking is becoming a part of everyday life for many people around the world. Social media sites such as Facebook, Twitter, and Linkdin are completely free and allow users to interact with other people across the globe in a matter of seconds. Although these sites may have been originally intended for personal use, individuals are not the only ones using social media sites to communicate with one another. Business, small and large, are also implementing social networking strategies and professional networking to access more potential customers. Social media allows businesses to reach out to their customers – for free. This interaction with customers via the Internet is known as social customer relationship management. Effective social CRM and social media use can be an indispensible marketing tool to a firm by helping to build customer relationships and loyalty, engage customers in conversations, and offer promos and discounts. These are just a few of the many benefits that social networking has to offer businesses and companies. To understand how social media can be beneficial for a...
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