Peter Trapasso: Social Media Metrics

Showing posts with label Social Media Metrics. Show all posts

Thursday, January 16, 2014

Social customer care and engagement [INFOGRAPHIC]

Social customer care and engagement is the theme for today’s new infographic. It was provided by Social Sprout from their “The Social Customer: Highlights from The Sprout Social Index” report. This in-depth report looks at over 160 million inbound messages from 20,000 brand Twitter accounts and Facebook pages. Data was collected from 15 different industries. Read on for the top 7 findings and recommendations.

Top 7 Findings:

Customers engaging with brands is definitely on the upswing.

User engagement is growing nine times faster than social networks like Facebook and Twitter.

When it comes to engaging with consumers, both the entertainment and utility industries are growing the most.

Engagement performance and response times vary from industry to industry. Business services and utilities have the shortest response times. Banking/finance and utilities have the highest response rates. The real estate industries could benefit the most being second-to-last in both response time and rate.

Overall response rates are dropping significantly and a whopping 80 percent of all customer inquiries go unanswered. This leaves much room for improvement as many adults have social media accounts and look to social for customer care.

On average brands receive 3 inbound requests per month from Twitter for every 2 they get from Facebook per 1000 fans or followers respectively.

Average response times to customer inquiries for brands are on the rise and needs to be addressed this year.

Top 7 Recommendations:

Build your social team to be responsive.

Include your most experienced customer-facing staff on the team.

Use the right software tools.

Determine which metrics are most important to your business and use them.

Make sure your replies are conversational not overly promotional.

Enable the appropriate departments inside your business to share tools and data.

Be careful about prioritizing certain customers above the rest. Hire additional resources to handle the volume.

“The Social Customer Infographic” by Sprout Social

The Social Customer Infographic

Do check out: Social media monitoring tools (Infographic)

What methods does your company use to manage social customer care and engagement?

Friday, October 18, 2013

Big data marketing (Infographic)

Big data marketing is leveraging huge data sets being produced today and using analytics to better target customers. This analysis can provide more accurate decision making, time management and segmentation of your customers. It can even enable real-time marketing. Especially when paired with your companies’ social media channels. The value of the big data market is expected to skyrocket 261% from $18.1 billion in 2013 to $47 billion by 2017.

What is big data defined?

Big data defined is increasigly large amounts of data that tend to overwhelm existing database tools. The sheer volume of data being produced is incredible. An estimated 90% of all data was gathered in just the past two years.

Big data and analytics

Big data and analytics go hand in hand. By using distributed processing, cloud storage and data-management strategies, valuable insights may be teased out. Most marketers plan to implement a big data analytics solution in the next two years. A strong partnership with IT is crucial for this to be a success.

See also: Social media monitoring tools (Infographic).

Explore more infographics like this one on the web’s largest information design community – Visually.

Do check out: Social media monitoring tools (Infographic).

How does your company plan to use big data marketing?

Wednesday, October 16, 2013

Social media business intelligence

Social media business intelligence is the convergence of two distinct disciplines. Business intelligence (BI) is where you dig into your data to identify trends and opportunities for development. After the data is analyzed you can create reports for marketers and strategists to use. Social media adds a a continuos and Real-Time (RT) data dimension component to BI.

Social media business intelligence or SMBI data is gathered from content in social media feeds via application programing interfaces (apis). This data is both generated RT and can be anayzed RT for the first time. The content for analysis can range in size from your Facebook page stats all the way up to big data.

Business intelligence social media

When it comes to business intelligence social media, there area number of tools available from top software vendors. SMBI tools from startups to top tech vendors like Microsoft, Oracle and Salesforce are easy enough for end users and powerful enough for DBAs (data base administrators) to customize. The challenge is integrating your social media data sources into your BI software

Social media business intelligence tools

Top 10 BI tools

1. SAP Business Objects

2. SAP Netweaver

3. IBM Cognos

4. SAS

5. Microsoft Business Intelligence

6. Oracle Hyperion

7. MicroStrategy

8. Webfocus

9. Informatica

10. Domo

To get social media data into your BI tool is hardly automatic at this point. Your options are to do it by hand coding, filtering and data cleaning yourself, hiring consulting services or buying a solution.

When hiring a consultant, there are different levels of service which can be categorized as low, medium, or high, each with proportional costs involved. At the low end you could have your Twitter account monitored and get inormation like the number of followers and their growth, plus how many brand mentions there are for your company or its competitors. At the mid-range you get additional networks monitored like Facebook, YouTube and Twitter. Some interpretaion of the data is offered for a monthly fee, consultion is extra if needed. At the high-end of the range, apis are used to process data RT. A database may be created and maintaind for historical data analysis as well. This option tends to be very expensive for most companies.

Here are some social media business intelligence tools and solution options for you.

Kapow Katalyst Platform (Kapow Software)

Kapow Katalyst Platform from Kapow Software provides a way to get unstructured social media data into your BI tool.

SAP Solution Extensions by NetBase (Netbase)

The SAP Solution Extensions by NetBase is specifically for users of SAP’s BI tools.

Unmetric (Unmetric)

Unmetric is a startup that provides Social media business intelligence to many of the top brands that are their customers.

SumAll (SumAll)

SumAll provides real-time cloud-based business intelligence analysis to clients of all popular social media networks.

Do check out: : Social media monitoring tools (Infographic).

Which social media business intelligence tools are you using?

Sunday, October 6, 2013

Social media monitoring tools (Infographic)

Check out this infographic featuring some of the best social media monitoring tools and more. A whopping 25 tools are mentions and broken down by category for easy reference. You can see some top picks from the recent Social Media Strategies Summit covering social media monitoring for social listening, social conversation, social marketing, social analytics and social influencer tools.

What are some of your top social media monitoring apps?

Friday, October 4, 2013

Top 5 free social media monitoring tools

The top 5 free social media monitoring tools are available for you to try out today. Social media monitoring or listening is the analyzing of social media channel data for insights about a company or individual. Insights include, what customers are saying about your company, competitive analysis and identifying influencers. I have taken the time to identify some of the best social media monitoring tools. Included in this list are Hootsuite, Google Analytics, Klout, Socialmention and Buffer. At the end I have also provided a list of some of the top social media monitoring companies for you to explore as well. Enjoy the list and let us know what you think in the comments below.

1. Hootsuite

Hootsuite is at the top of my list and I use it every day. You can add feeds to monitor Twitter, Facebook, Instagram, Google+, LinkedIn, foursquare and more. Monitor your own social media accounts or search and filter on things like usernames or phrases. Paid version too in HootSuite Pro. App available for iOS and it is great.

2. Google Analytics

Google Analytics is another free social media monitoring tool that is getting more useful over time. Look inside of your Standard Reports under “Traffic Sources > Social” and you will find an ever increasing number of metrics to peruse. There is no official app available yet, but you can tryout the likes of Quicklytics or Analytics Pro for iOS.

3. Klout

Klout is very popular and its scores are used widely. Right or wrong, people and companies are rating others on the basis of their Klout score. This tool is best for those interested in a single score to measure both Facebook and Twitter. An app is available for iOS.

4. Socialmention

Socialmention is rad! I love to be able to perform real-time social searches and did I mention it’s free? It even includes the top 7 trending topics in social. The site claims to monitor over 100 social media sites including Facebook, Twitter, YouTube, Google, Yahoo News and more. It als provides metrics such as strength, sentiment, apssion and reach. Sentiment is further broken down into “positive”, “negative” or neutral. No app is available yet.

5. Buffer

Buffer is a great tool that is available in a free version for you to try out. In addition to letting hook up most all of your social accounts to post now or “buffer” for later, you also have access to analytics which let you monitor what was sent through the app. Coments, clicks, reshares and +1′s are recorded for each item posted and then is reported in aggregate under a handy “Analytics” tab. Get the app version for iOS and don’t forget to use the bookmarklet in your desktop or laptop browser. There is a $10 per month paid version for individuals that is worth it. Business plans start at $50 per month and a free trial is available.

Social media monitoring companies

Check put this partial list of social media monitoring companies for you to explore for further information.

1. Hootsuite

2. Google

3. Klout

4. Netbase

5. Salesforce.com (Radian6 and Buddy Media)

6. Viralheat

7. Brandwatch

8. Meltwater

9. Buffer

10. Socialmention

What are your favorite free social media monitoring tools?

Saturday, September 28, 2013

Top Twitter hashtags: September 2013

Check out the top Twitter hashtags for September 2013. I will be updating the top list monthly and share them here with you. Do bookmark PeterTrapasso.com so you can always get the latest and best Twitter hashtags for your power tweets. Here are the best hashtags Twitter has to offer ranked for you.

Top 10 Twitter hashtags for September 2013

1. #gameinsight

2. #mpn

3. #ff

4. #android

5. #rt

6. #androidgames

7. #ipad

8. #ipadgames

9. #teamfollowback

10. #retweet

Top 11- 100 Twitter Hashtags for September 2013

11. #emabiggestfans

12. #iphone

13. #kcaargentina

14. #sougofollow

15. #np

16. #nowplaying

17. #iphonegames

18. #p9

19. #soydeesos

20. #tfbjp

21. #follow

22. #followback

23. #lrt

24. #pjb2013

25. #love

26. #breakingbad

27. #lt

28. #agentsofshield

29. #tattoos

30. #off

31. #followme

32. #tfb

33. #countkun

34. #redhackezberbozacak

35. #luansantana

36. #quran

37. #music

38. #whiff

39. #free

40. #followbackseguro

41. #unfalert

42. #tgif

43. #pollo

44. #500aday

45. #oomf

46. #win

47. #maratontelehit

48. #neonlights

49. #soundcloud

50. #news

51. #iran

52. #tuitutil

53. #addseguidores

54. #qna

55. #tcot

56. #teamfairyrose

57. #vtep

58. #obamacare

59. #marinaruybarbosa

60. #caiocastro

61. #justinbieber

62. #siguemeytesigo

63. #followngain

64. #jobs

65. #instantfollowback

66. #scd

67. #follow2befollowed

68. #app

69. #hadith

70. #libra

71. #bahrain

72. #me

73. #aries

74. #giveaway

75. #believetour

76. #beliebersaval

77. #aquarius

78. #job

79. #fifa14

80. #sitevas

81. #letengomiedoa

82. #tuncelkurtiz

83. #amazon

84. #love_lab_tv

85. #followmejp

86. #sergrasaes

87. #itcrowd

88. #fashion

89. #followfriday

90. #fb

91. #porn

92. #makeachange

93. #lolly

94. #twitterowaimpreza

95. #sex

96. #webcamtoy

97. #getglue

98. #heyyouapp

99. #openfollow

100. #pjt

Source of the Top Twitter hashtags

http://www.hashtags.org/trending-on-twitter/

Do check out: : Top 100 Instagram hashtags for September 2013.

That does it for this month’s top Twitter hashtags. Stay tuned and bookmark http://PeterTrapasso.com for monthly updates.

Which hashtags work best for you?

Peter Trapasso

Thursday, January 16, 2014

Social customer care and engagement [INFOGRAPHIC]