Archive for the ‘Customers’ Category

3 Ways To Use Social Intelligence To Grow Your Community

Grow Your CommunityYou’ve spent a lot time and effort growing your online community to get where you’re at today. You have a great group of people who are interested in interacting and championing your brand, but it’s not quite enough.

The great thing about online communities is that they’re living organisms. They’re always changing and, maybe more importantly, always have the chance to grow.

But how do you help your community grow even more than you already have? You feel like you’ve already done your monitoring to find out where your audience was and then started to engage with them there and they responded. Well, there’s a good chance that since the last time you did your research the landscape has changed yet again and there are a ton of new opportunities out there for you to grow your community even more.

Here’s a few tips that will help you use social intelligence to further grow your community:

Find where people are talking (again)

In today’s online world there are always new places and sites where people are going to learn and have conversations about your brand or topics that relate heavily to your brand. Using a social intelligence tool, like Sysomos, can can help you to identify what networks to start looking at. Start by entering a search for your brand name or some key industry terms and then look at where these conversations are happening most. Are there a lot of blog posts that come up in your search? Maybe there’s a ton of Twitter conversations. Heck, maybe people are sharing a lot of pictures related to your brand on Instagram. Find where the action is and then you can dive in deeper to get a better look at you can fit in there with them.

Sysomos Heartbeat - Activity Chart

Determine the real hotspots of activity for your community

You’ve found some of the networks and channels that you think could have a great potential for bringing people into your community. Now it’s time to get more granular to find the best new places and people to focus your efforts on.

While everyone in your community should be treated as an equal, there may be some people and sites that deserve a little extra attention to help bring more people into your community. A social intelligence tool can help you to identify these sites and people. For example, using Sysomos’s Most Authoritative tool can help you determine the blogs or people with the highest authority score that are talking about your brand or your search terms. Are these people or places you frequently interact with? If they’re not, they should be. These are the people and sites that are generally leading conversations and have people listening to them when they do so. Interacting with these people can help them to become more aware of you and your great community. The more you interact with them the more they’re likely to want to get involved with you and likely bring others with them. It’s important to keep seeking these people out on a regular basis as this list is going to constantly change as new voices enter the picture and older ones fade out.

Sysomos MAP - Most Authoritative Twitter Accounts That Tweet About Running Clubs

But people and sites with high authority aren’t the only people that you should focus your attention on. There are plenty of people out there that may be super fans of your brand or highly interested in your space and talking about it that aren’t necessarily your typical “influencer”. That’s why our Sysomos tools also have features to help you identify the people and places that are talking most about your brand or other key terms regardless of their authority. Looking for people and places with the most mentions of your interest can be helpful because while they may not have the reach of some of those people with a higher authority score than them, they’re still talking to people who are interested in the same subjects as them. These are the people that are truly interested and can easily be brought into your community and help to champion it to their own communities.

Sysomos MAP - Top Sources That Tweet Most About Cooking

Learn what your community values and give them lots of it

As a community manager myself for the past 5 years, if there’s one thing I’ve learned it’s that communities thrive when they find value coming from within that community. Saying that you’ve created a community is very different than having an actual community. People get the feeling of actually being part of a community when they’re able to both give and take in a valuable way. So how do you learn what your community actually values (besides your brand, of course)?

Start by learning more about them and their interests. For example, below is a word cloud made up of the bio’s of Sysomos’s Twitter followers. Twitter bios are a great place to start because people volunteer information about themselves including what they do and what they like. As you can see in the word cloud we obviously have a large group of folks following us that are marketers, communicators and people that are into the digital world. But if we look closer we can also see that these people identify as being fans of sports, music and more regardless of what they do for their day job. This let us know that our current community members have interests beyond social media, so we find ways to insert these other topics into what we do around social media. That’s why on our blog you’ll occasionally see posts where we talk about how social media played a role during other pop culture related events, like The Grammys or The Super Bowl, because we know that our audience likes these things and we’re able to find a way to show them something of value that also relates back to our brand and what we do.

Sysomos MAP - Word Cloud of  @Sysomos' s Twitter Followers' bios

But people also reveal a lot about what they value through what they talk about. So, find out what they talk about most and see if your brand can fit in to some of those things as well. Start looking at what some of your most active community members are interested in and try to figure out ways that you can help them or add value to these things. One step further would be to create a media set inside of Sysomos of your most active community members and then look at text analytics around what they all talk about and see what surfaces. Seeing what a large group talks about in common will give you a great idea of what your larger community is interested in. You can then create content that fits with your brand around those topics and even interact directly with your community members around them.

Sysomos MAP - Buzzgraph of Social Media Influencers' Conversations

If you start making your community feel like they’re really getting something from you, they will also start to share those valuable pieces of content and others will be brought into the community by seeing the value they can get from it.

The ideas above are just a few ways that can get you started on using social intelligence to keep your community growing. Remember that communities are going to constantly keep growing, so keep going back and doing these things time and time again to help your community grow.

We’re also curious to know how you’re using social intelligence to grow your communities. Let us know in the comments below.

Do you need social intelligence to grow your community? Give us a shout to find out how we can help you with it.

4 Ways Your Product Team Can Benefit from Social Intelligence

How often have you heard the phrase “social media is the world’s largest focus group?”

You may have heard this phrase too many times to count, but how serious have you taken it? Maybe it’s about time that you did.

Social intelligence can help companies discover what people are saying about them and their products currently, but it can also help to shape where you should be going with your products in the future.

Social intelligence is all about making sure the right people in your company are getting the right information from your social data to make better business decisions. While the folks on your product teams may not be the most social (no offence product people) that doesn’t mean that they can’t benefit from social intelligence.

Make sure they see all of the right information

Social Intelligence For Your Product Team

Product people likely spend most of their day with their heads down trying to constantly tweak and improve your products. They may not have time to sift through your company’s social media to see what people are actually saying about the products they work on. But that doesn’t mean that they shouldn’t be seeing all of these conversations.

If your company has someone on the front lines for social media, you can have them collect all of the conversations happening around your product and send them over to your product team as they come in or in a daily or weekly report. If you’re a Sysomos Heartbeat client you can even set up email alerts based around product related keywords to be sent over to your product team automatically on one of the reporting schedules just mentioned. This way the product team can still focus on their work on the actual product, but receive consistent updates on what your customers think of the product and where they think it could benefit from an upgrade.

Discover what to work on easily

It’s one thing to start handing over all of the social conversations that are related to your product over to your product team so that they can see what people are saying. But how can they know what is most important to focus on? Determining which improvements are most important to your customers will help to know where to start your focus.

Text analytics can be a quick and easy way to surface which developments will make your customers happy and either keep them using your product or wanting to buy your next and better product. Running all of the social conversations that have been collected around your product though a word cloud or buzzgraph can help to surface the words that are being used the most when people are talking about your product.

Sysomos Buzzgraph of people talking about features on Android phones

You could even look at these text analytics through different lenses to help steer you. Looking at just the negative sentiment mentions can help determine what people are having the most issues with in your product. But if you look at the positive mentions the same way, you might also discover what people love the most about your product and you may want to put some time into making that part of the product even better.

Learn from your competitors

The great thing about the processes mentioned above is that you just don’t have to get the social intelligence you need to make better products from what people are saying about you specifically. Chances are that you have some form of competition with a similar offering to yours. Well, there’s also a great chance that their audience is talking about what they like and dislike about their products too.

You can recreate the process of collecting what people are saying about your competitors products in the social media space as well. From there, you can also use text analytics to surface what people like the best about their offering, or what they really hate about it. Again, your product team can use these learnings to find new ideas to try on your own product by taking what the competition’s fans hate about their product and making it better in your own or adding something that people love that you don’t offer yet.

Better yet, if you’re a Sysomos user you can even set up tags so that you can always keep an eye on what people are saying about your competitors in real time. For example, let’s you’re Green Mountain Coffee and your main competition is Starbucks. You might want to keep a constant eye on people who don’t like Starbucks’s coffee to find out why so you can improve yours and win new customers. All you need to do is set your tags and filters so that you can monitor for mentions of “Starbucks” and coffee with negative sentiment. You can even save the filter set so that it’s easy for you to come back to time and time again.

Sysomos Heartbeat - Monitoring for negative mentions of Starbucks coffee

Don’t be afraid to ask questions

Once the product team has decided on what they want to focus on, they can go back through all of those collected social posts and find out who was talking about what feature. You can then start asking questions to get deeper into what the customers would like to see, or how they would improve on something they don’t like.

I’ll never forget when a product I use religiously everyday made a big change and forced all their users into this new upgrade. For me, it just wasn’t the same product anymore and I took to Twitter to let the world know. To my surprise, the next day their lead developer contacted me and asked me what I didn’t like about the update. We then went back and forth on Twitter for about an hour as he asked my questions and I told him my opinions. The best part was that in their next update I could see that he had actually taken some of my suggestions and built them into (or returned some of them) to the product. This not only made me like the product again, but also kept me loyal to them as I knew they cared about what I said.

There’s a lot that your product team can learn from social intelligence to make your products better regardless of if they’re active social media participants or not. The information is all there, you just need to know how to access it all.

Want to know more about how to get the right social intelligenece to the right people in your organization? Contact us and we can help.

Our 3 Pillars of Customer Success

Totango's Customer Success Summit 2015Recently, our very own Jeff Cann, Sr. Director Client Experience, had the distinct honour of speaking at Totango‘s Customer Success Summit.

In his talk, Jeff spoke about 3 things that we focus on here at Sysomos to keep all of our customers happy. The best part is that these 3 things can be applied by almost any company, so we thought we’d share them with you today.

1. Driving Customer Success through Employee Success

Keeping your customers happy starts with keeping your employees happy. If your employees are happy, then that happiness gets passed along in every interaction they have with clients. Keeping your employees happy can in many different forms and can include things like pay, bonuses, recognition and your overall company culture. It’s also important to have regular talks with your employees to see what’s going on with them and if they’re having issues, see how you can help them get past these issues. The happier your employees are the more they’ll radiate that happiness out to their clients. We actively make sure that all of our employees are happy and enjoying their job here at Sysomos, not just those that interact with clients, and the happiness spreads around our offices.

2. High Touch Through The Customer Lifecycle (with tech)

Here at Sysomos, every customer gets their own dedicated support. This means that they can constantly talk to someone who knows them and their business rather than just the first person to pick up the phone or answer a help ticket. As the customer starts to grow, both in their business and the use of our tools, our support teams will understand your growth and be able to help and guide their clients specifically. On top of that, we use use automated communication throughout their life cycle to keep customers informed and engaged. These are things like emails or in app messaging to help customers and are customized to what we see them doing in our tools. If you can keep customers happy and engaged, you can keep more customers.

3. The Magic Number For Customer Health

Josh James, the former CEO of Omniture, introduced the world in 2008 to his “magic number” for health of a SaaS company. This magic number is a ratio of monthly reoccurring revenue to marketing and sales spend. This is an iterative process where we look at lost customers and retained customers and determine what the key indicators are in each group that can help us to identify the health of a customer. We’re always looking at these things and making sure that our entire customer facing team is aware of the health of all our clients. By constantly watching for these indicators we can always make sure that we try to improve the health of relationships that seem to be slipping.

For more details and deeper explanation on these 3 pillars, see Jeff’s full talk in the video below:

Three Intelligent Ways Agencies are Leveraging Social Data with Sysomos

As a senior member of the Sysomos sales team, I have the pleasure of interacting with many different types of organizations, from smaller, hungry start-ups to the world’s most influential brands.

I also get the chance to speak and meet often with digital agencies, and it’s truly awesome to see what many of these firms are doing with social intelligence. In this post, I wanted to share three of those things, with the hope that your own agency or organization could better leverage social data to make sounder business decisions and move the needle.

Comparative Analytics

Everyday, Twitter, Facebook, blogs and other social sources detail billions of online conversations, ranging across infinite topics and ideas. Many of these conversations cite specific brands, products and services, and smart agencies can easily filter and corral these mentions to construct real-time market analysis for a brand and their competition.

By determining and visualizing such metrics as share of overall voice, share of voice across individual sources, brand sentiment, geographic breakdown, etc., agencies can quickly educate their client base on competitive benchmarking, relevance of social sources, tonality, and much more.

Share Of Voice

Competitive Share of Voice mentions for three luxury car models.

Influencer Identification

Remember the days when star athletes or celebrities influenced our purchasing decisions? I’m thinking back to Michael Jordan and Gatorade, Mark Wahlberg and Calvin Klein underwear, and even the old Marlboro Man. We valued these celebrities for their talents, looks or style, and because of this, we often bought their products, or, at the very least, considered buying them.

Today’s influencer isn’t necessarily featured on a Wheaties box or has a million-dollar smile. Rather, today’s influencer could be anyone – you, me, your mother-in-law – and that influencer is someone who knows a lot about a specific brand or product, and is well-connected with their audience.

Knowing who the influencers are in your industry and engaging them can be VITAL in amplifying your message and selling your product or service. Agencies are among the best organizations I’ve seen at influencer reporting, and they’re detailing follower/following info, authority score, frequency of mentions, etc. to identify these people who shape conversations.

Identifying Influencers

Major Influencers on Twitter for the Audi A5.

Crisis Management

An organizational crisis can occur at any moment, and social media is often the first place to report on a pending disaster or issue. While it’s near impossible to predict when these types of events will happen, there are social measures that can be put in place to quickly identify and determine the severity of a pending crisis.

One thing agencies do to manage crises is set-up e-mail alerts for all their clients, and set keyword volume thresholds to immediately alert the team in the event their client is being talked about more than normal across social media channels. Taking this a step further, an agency may establish alerts to notify them when trigger words like “danger”, “trouble”, “accident”, etc. are used in conjunction with their client’s company name or product.

After a crisis has been identified, firms will often try to determine velocity around an issue – meaning, how quickly a topic is spreading on social media – and the validity of the source that first reported on it. Both velocity and source validity can easily be discovered if you have access to a proper social intelligence platform.

Gauging a potential crisis

Popularity spikes can be used to determine velocity and isolate information around a pending crisis.

 

Sysomos Stability and What You Need To Know

A message from our CEO, Jim Delaney:

If you’re a Sysomos customer, you’ve probably noticed we’ve had some downtime lately.

First and foremost, you need to know that we don’t find this any more acceptable than you do. We understand that you rely on Sysomos to get business done, to deliver reports and analytics, and to keep tabs on the real-time world of the social web. When it’s not working, you’re losing productivity and information.

We’re committed to making this right.

Second, we’d like to explain what we’re doing to fix the problem so we can deliver the Sysomos reliability you’ve come to expect and deserve.

These recent issues have three main root cause: some migration issues with our ongoing move to grid server architecture, a lack of redundancy for some of our social data feeds and inputs, and data input growth requiring rapid increases to our network capacity.

To address that, we are:

  • Immediately and rapidly replacing hardware we’ve outgrown with new, high-capacity servers. You’ll see a big difference in performance by early next week.
  • We’ve already installed additional and more sensitive alerting systems on our server infrastructure to ensure we fix issues before they impact you.
  • Backfilling data from sources like Twitter that were unavailable last week, which will be complete by the end of tomorrow (Thursday).
  • Continuing our move to a grid server architecture, which will provide better stability, capacity, and 99.9% uptime once finished. That migration will be complete early 2015, but we’re moving things continuously to this new structure.

We’re also hiring like crazy on our grid, systems and engineering teams (know anyone great? Check out our career opportunities) to make sure we continue to have the smartest, most capable minds building and maintaining our infrastructure and products.

We’re evangelists for the power of social intelligence. But we also know that having the information and the social data you need to drive your strategies isn’t optional, it’s essential. And it has to be reliably available when you need it.

We’ve let you down there recently, and we’re hard at work around the clock to make it better.

If you’ve got questions, concerns, or need a hand, here’s how you can reach a human, directly and quickly:

  • Tweet us at @Sysomos
  • Call our support line at 1.866.483.3338 between 8:30a ET and 8p ET
  • Email our support team directly at clientsupport@sysomos.com or email your dedicated Social Media Specialist

The exponential growth of social data is only matched by the sheer capacity for social intelligence to help our enterprises grow and thrive.

We absolutely believe in that potential. We’ve made more investments in our infrastructure in the last three months than we have in the three years before that, precisely because of the growth, opportunity, and power of social for business.

And while roadbumps like this are not a fun part of that evolution, we appreciate your support and patience as we navigate them.

We promise it will be worth it, and that it’s all in the name of delivering the world-class social intelligence platform that you need for your business.

Thanks, as always, for being part of our journey.

Sysomos Partners with Clarabridge to Bring Powerful Social Perspective to Customer Experience Management

Sysomos Partners With Clarabridge

With social media being more frequently used by your customers to connect with  — and talk about — your company, it would only make sense that you’d like to learn the most you can from those customer interactions, right? If you answered “yes,” then we have some great news for you.

Today, we’re excited to publicly announce a strategic technology partnership with Clarabridge to integrate our world-class social intelligence into their world-class Customer Experience Management (CEM) solutions.

Clarabridge is the leading provider of real-time, intelligent, customer experience analytics and management. Taking information from all of your customer feedback channels, such as surveys, emails, chats and contact centers, Clarabridge intelligently reads, analyzes, categorizes and scores the sentiment of every conversation to give you a better understanding of how to best serve your customers.

As of today, Sysomos’ social intelligence can be added to the analytics and sentiment Clarabridge delivers from a wide array of feedback channels, providing a more holistic view of the customer experience.

“Brands today live and breathe by listening to customer feedback, leveraging it to drive their messaging and content, and engaging with them in real-time,” says Sid Banerjee, CEO of Clarabridge. “Our partnership with Sysomos delivers a vast scope of social media data and intelligence that, combined with customer feedback from all channels—and teamed with deep analytics ready for action throughout the organization—gives clients an even more complete, 360-degree view of the customer experience.”

Simply put, this partnership will fill in the missing, social-media piece of your customer interaction puzzle to surface valuable insights — the kind that help you make decisions around optimizing customer experience, loyalty and satisfaction in a more focused and meaningful way.

As Marketwired CEO Jim Delaney says, “Creating the ultimate customer experience begins with listening to feedback and understanding the sentiment behind it. This partnership with Clarabridge, a recognized leader in CEM, gives enterprise-level businesses and large brands an integrated solution that provides deeper insight into the attitudes of their target audiences.”

To learn more about our new partnership between Clarabridge, read the official press release here, or contact us to learn more.

We’re Moving. Come With Us.

Today’s post comes from Kurt Heinemann, Marketwired CMO

Moving truck

The Sysomos blog is getting a big upgrade and moving to our parent company, Marketwired.  All the same great content you have grown to expect plus more will now be at The Marketwired Social Blog.  Make sure to add the new RSS feed to your reader or app so you get the latest posts, insight and information.  We will be migrating all of the historical blog content to the new location so you will always be able to reference and locate all the content you have read here.  All new blog posts from Mark Evans, Sheldon Levine, Jim Delaney and many others will be on the new Marketwired hosted blog at http://blog.marketwired.com/category/social from today going forward.

We will post a reference link and headline to the new articles here for the next few weeks to make sure you have the time to subscribe to the new RSS feed and bookmark the new blog.

Thank you your continued support of our community and we’ll see you over at The Marketwired Blog.

– Kurt Heinemann, CMO, Marketwired

Calling All Community Managers – We Need Your Help

This post originally appeared on the Marketwire Blog, but we could use all the help we can get, so we’re reposting it here for a different audience.

Community managers are becoming a big part of most brands’ communication and marketing teams. Over the years we’ve seen this role expand from just a few companies to almost any company that has an online presence. Not that online dealings are the only thing a community manager is charged with, but in today’s online economy, the online aspect does play a huge role.

But don’t let me tell you what a community manager should or shouldn’t be (even though I’ve been doing it for a few years myself). We actually want to know your thoughts on being a community manager.

Today we’re happy to tell you that we’ve teamed up with TheCommunityManager.com in preparation for Community Manager Appreciation Day (which is coming up on January 28th). On Community Manager Appreciation Day (#CMAD) we want to release an ebook on thoughts, tips and advice about being a community manager and we want your help to populate it.

Below is a link to a survey that we’re asking community managers to fill out so we can highlight you and your thoughts on being a great community manager. It’s not long, only about 7 questions, and would greatly help us, TheCommunityManager.com and your fellow community of community managers. So, if you’re a community manager, please take a few mins to fill out the survey.

Even if you’re not a community manager but you know one (maybe a friend, a colleague, a person behind a brand’s Twitter profile that you love talking to) please pass this along to them.

CLICK HERE TO FILL OUT

THE COMMUNITY MANAGEMENT SURVEY

Thank you in advance and we’re really looking forward to seeing your responses!

We’ll also be sure to alert you when we release the ebook on Community Manager Appreciation Day.

The deadline to complete the survey is by the end of Wednesday January 23rd, so if you’re planning to fill out the survey we ask that you please do it sooner than later. Thanks!

Learning Boolean with Sysomos

 Do you know how to search using boolean searches? Do you even know why you would want to? Well, the reason you’d want to is because it will help you get much better results when you search. If you don’t know how to do a boolean search though, don’t worry, you’re not alone. In order to help our subscribers (and the general public) understand how we focus your searches to only pull in relevant information, we put together this great new video to help teach you.

Boolean is the use of the words AND, OR and NOT (as well as a few other things) within a search to really help you focus in on what’s actually important to you when you search. Boolean is a key player in how our Sysomos software, both MAP and Heartbeat, helps you to weed out the bad or unintended information you get when searching. OR helps you expand your search to include more information., AND helps to focus your search and NOT tells your search to stay away from certain information.

In order to help you understand these concepts better, we’ve put together this handy tutorial video that explains what a boolean search is and how to use it effectively. We used our Sysomos software for the purpose of this tutorial, but the lesson learned can be applied other places as well.

As an added bonus lesson for today, we wanted to show you how our Sysomos software helps sort all of this relevant information you just brought in using a boolean query. The following video shows how the use of queries and tags in our Heartbeat software bring in and make sense of information. Queries go out into the social world and bring the information back into our system. Using a boolean query (as we just learned how to do) will help to bring in the best quality information. Tags then help you to sort and make sense of all that information by placing it into the “buckets” that make the most sense for your purposes. Watch the video below to get a much better explaination.

A big thank you to the team at Think 33 for helping us to make these great videos.

So, are you feeling smarter yet?

This Christmas is Powered by Social Media

Around the office we always love to hear and share stories of what our clients are doing with Sysomos. Every so often there’s a story that’s just so cool we have to share it with the world. This is one of those stories.

In Union Station, here in our home town of Toronto, stands a 30-foot Christmas Tree that relies on social media Christmas spirit to light it up. Created by Tribal DDB for Canadian Tire, a Canadian national retailer, the tree takes positive Christmas chatter in social media and uses the data to light up the 30,000 LED lights strung around it. Each colour of light represents Christmas spirit coming from a different social channel. White lights represent social networks like Twitter and public Facebook statuses, red for blog and forum posts, green for online news, and blue lights for messages sent through text message and on ChristmasSpiritTree.ca. The more social media spirit that comes in at one time the brighter the tree shines. As well, there are a few easter egg words (#santa, #snowflake, #magic) that you can send to the tree to make it do some pretty fancy light patterns.

Using Sysomos Heartbeat, we pull in a list of 50 Christmas keywords, in French and English, such as Santa, Christmas or elf from social media talk across Canada. We then analyze the sentiment of the messages pulled in. From there all the positive mentions get sent through an API to a machine designed to turn the social media Christmas data into a spectacular light show. This is the worlds first Christmas tree powered by Christmas spirit and social media and we’re really excited that we were able to be a part of it.

You can view a livestream of the Christmas tree in action at ChristmasSpiritTree.ca.

As well, take a look at this video that talks a bit more about how the Christmas Spirit Tree works:

Have a happy holidays from all of us here at Sysomos!