Archive for the ‘Events’ Category

Five Key Takeaways From San Francisco

Today’s post was written by our CEO, Jim Delaney

Social And The Customer Intimacy Imperative

The other week’s Social and the Customer Intimacy Imperative event (#SysomosCII) was a resounding success for the Sysomos team. We brought together some of the brightest minds and biggest brands, and cultivated an outstanding discussion about the next frontier of social: the intersection of data, predictive analytics and revolutionary customer experiences. I cannot thank our speakers and attendees enough for such an inspiring conversation.

The Customer Intimacy Imperative is an age-old problem, but the solution is a moving target that continues to shift as technology advances and culture evolve. The sheer amount of raw data available through social networks means that brands, large and small, MUST engage through social channels or risk devastating consequences of irrelevance and ineptness.

Whenever I’m in the company of other leaders at industry events — either as a host or a participant — I’m always amazed by how much I learn. While I could go on for days about all the kernels of wisdom that were shared last Tuesday, I’ve whittled my list down to five key takeaways from #SysomosCII:

1)     Look forward, not backward: No longer is it enough to look back to see what happened and why it happened. Customers want brands to anticipate their needs. The social web is a focus group of hundreds of millions providing insightful data that brands can use to anticipate future needs.

2)     LOTS of data: Too much data perhaps. Social is pervading the marketing team into other reaches of business. The data is driving new business models as innovative brands are leveraging social data in the decision making process. (@RMB, @chuckhemann, @znh)

3)     Analysis gap: Either in talent or technology, brands need to better understand the “social cocktail” globally in terms of differences between cultures and market segments. The skews of relevance are paramount to help determine ROI. (@RMB, @chuckhemann, @znh)

4)     Be able to take a punch: Social data is disruptive to traditional marketing. Expect questions. (@MasonNelder)

5)     Audience is a privilege: The fundamentals of marketing still apply today. We want customers to trust us and communicate with us. Respecting the customer-brand relationship will foster loyalty, and loyalty will drive revenue… ROI! (@petershankman, @jbmustin)

These takeaways barely scratch the surface of what the future of marketing might look like. But you can be sure that we’re going to see some amazing new developments in the coming months that will define that future. In the meantime, stay tuned as we continue to share insights from #SysomosCII.

The Customer Intimacy Imperative: What You Need to Know

Social And The Customer Intimacy Imperative

We’ve been counting down the days until our big San Francisco event, Social and the Customer Intimacy Imperative. Taking place tomorrow, June 17th, at The Battery, we are looking forward to hearing the industry’s game-changers and noise-makers discuss the future of social media. And we invite you all to follow the conversation! @Sysomos will live tweet the event using the hashtag #SysomosCII.

Throughout the event we will hear visionary social leaders talk about big data, predictive analytics, and customer experiences through interactive Q&A sessions, presentations, and a keynote address.

We can’t wait to kick things off with Rob Bailey, CEO of Datasift. He will be sharing his thoughts on combining social data with business data.

Also be sure to tune in for exclusive insights from Chuck Hemann, executive director of GolinHarris, Zachary Hofer-Shall, senior manager of the Twitter Ecosystem, and Mason Nelder, director of social and digital strategy for Verizon. They will be speaking about how to harness data for the insights that drive better customer experiences.

Wrapping things up is our keynote speaker, Peter Shankman, founder of The Geek Factory Inc. You may have seen our Q&A with Peter posted on our blog last week, and we are excited to hear what he has to add tomorrow on “Nailing Customer Loyalty in an Age of Social, Mobile and the ADHD Consumer.”

Social and the Customer Intimacy Imperative will shine a light on the information, thoughts and opinions shaping the world of social media by bringing together the latest thinking in the world of social. Don’t miss out on joining the conversation in this rare opportunity. Be sure to chime in with your opinions and questions throughout the event.

Have a question for one of our speakers? Tweet at them using the hashtag #SysomosCII. All of their Twitter handles can be found below:

 

Peter Shankman on Customer Intimacy

Q&A with Peter Shankman, Social Media Specialist and Keynote Speaker at Social and the Customer Intimacy Imperative

Peter ShankmanNext week, leading social minds from some of the biggest brands in the world will gather in San Francisco for Sysomos’ Social and the Customer Intimacy Imperative. We sat down with the event’s keynote speaker, social media specialist and author Peter Shankman, to discuss the role of social media to build loyalty in the age of the ADHD consumer.

Q: Thanks for letting us pick your brain today. So how do companies achieve customer loyalty through social media?

PS: The first thing to understand is that customers have an overwhelming, burning desire to be loyal. But in order to be loyal, customers need to be loved first – they need a reason to be loyal.

The fact is, consumers today expect to be treated like garbage – like a number. But if you treat me one level better than a number, I’m yours for life. Take last week for example. I needed to find a place in Miami to watch the Rangers game and a local bar replied to my tweet. Just the fact that they did that made me want to go there to watch the game.

Shankman_Tweet

Q: Can a company use an interaction like that to measure success?

PS: At the end of the day, it must translate into revenue to be a success. Revenue comes with loyalty, but it doesn’t come with clicking a “Like” button.

Q: Are companies then misguided to rely on “Likes” and “Follows” as a measure of customer loyalty?

PS: The concept of “Liking,” “Friending,” “Following,” and “Fanning” is going away. The last time you friended someone in the real world was 2nd grade when you asked, “will you be my friend?”

If you go to a restaurant a lot you don’t need to “Like” it, you already do. The key for companies is to create an exceptional customer service experience, or as is often the case, an experience that merely reaches one level above what’s expected. Do that and customers will like you; they will love you; they will come back; they will bring friends and they will drive new revenue.

Q: Can you give an example from your career of how you created a customer experience that exceeds expectations?

PS: Take HARO for example. HARO succeeded in part because every user felt invested and that if they ever had a problem they could email me directly. When we used a customer’s suggestion, we sent an email saying ‘Hey Mark, we implemented YOUR idea.’ Even if 8,000 people had suggested the same thing, we sent an email to each one. When you do that customers become invested, and they will spend more money and be motivated to tell you exactly how you are doing.

Q: Do companies engage enough in two-way communication with their customers?

PS: The biggest misconception that companies have is that they can rely on analytics and numbers without ever talking to their customers. Why not call 10 customers each morning and ask them how they’re doing? Take advantage of all the people at your disposal who have given you their information.

Q: Is that how you stay in touch?

PS: I just listen as much as I can. I look at what people are doing.  What kind of phone are they using? What kind of apps are they using? There’s a wonderful service I use called Product Hunt, which sends me an email each morning with the best products and services voted on by its members. There are about 15-20 apps and services that are built into my life that I use on a regular basis.

Q: What applications do you find most effective to connect with people?

PS: Facebook is the network where people try too hard, Twitter’s the network where people won’t shut up and LinkedIn’s the network where people seriously need to take off their tie and have a drink. That being said, if you put all three together you get positive benefit from them. For me though, nothing in my life ever precludes me from checking email. Email is first. Email is the killer app. Email will never go away.

Q: Any parting words of wisdom?

PS: At the end of the day, the goal for the people you follow and the people who follow you is best summed up by Hannibal Lecter from Silence of the Lambs: We covet what we see every day.

 

The keynote speaker at Sysomos’ Social and the Customer Intimacy Imperative event on June 17th, Peter Shankman is currently a Principal at Shankman|Honig, a consultancy designed to help corporations, businesses, and retail operations create stellar customer service that resonates in our new “conversation economy,” driving revenue, repeat business, and new customers. An entrepreneur, author, speaker, and worldwide connector who is recognized nationally and globally for radically new ways of thinking about Social Media, PR, Marketing, Advertising, creativity, and just about everything else, Peter is also founder and CEO of The Geek Factory, Inc., a boutique Marketing and PR Strategy firm located in New York City, with clients worldwide.

Insights From A Day Of Learning About Community Management

Last week we put up a post that noted that I was attending CM1, a conference for community managers to share and learn from one another. In that post I shared some resources that I thought community managers would find useful and tried to kick off a conversation that other community managers could join in on.

Community

As well, in that post I promised that I would share some of the key insights that I took away from that conference.

True to my word, today I wanted to share a Storify that I put together during that conference.

Below you will find some of the best and insightful tweets that I took from the audience at CM1 during most of the day’s presentations. The Storify is a bit long as I combined the whole day into one story, but if you’re a brand that is focused on engaging with your audience or a community manager looking for some ideas and inspiration, it will definitely be worth the read.

Read the Storify from CM1 below and leave us a comment to let us know what you think about some of the ideas presented or share with us some of your best community management tips.

As well, if you’d like to see the slides from most of the presentations for yourself, you can find them here.

See What Was Said At The Social Intelligence Summit

What happens when you put a bunch of really smart people from some of the world’s top brands in a room together to discuss the future of social media? Well, you get a ton of really great predictions, strategies and ideas.

This is exactly the kinds of things that came out of our Social Intelligence Summit from Las Vegas on Tuesday. We wouldn’t let you miss out on all of this great content, so head over to our blog’s new home to see a Storify recap of the Social Intelligence Summit.

And don’t forget that all full content can now be found on our new home, the Marketwired Social Blog. Bookmark that page to easily find it, or you can subscribe to the new RSS feed by clicking this link and have all future content delivered right to you.

Follow the Great Content From Our Social Intelligence Summit Today

Want to kick off your 2014 by hearing  insightful social strategies, trend predictions and perspectives from some of today’s social media leaders? Well, you’re in luck.

Today in Las Vegas we are hosting the Social Intelligence Summit, an invite only event that will feature talks, panels and sessions from marketing leaders from some of the world’s biggest brands. Some of these brands include Twitter, Google Cloud Platform, WCG, Unilever, Visa and more.

Don’t worry if you can’t be there in person, because you can still tune into the conversation happening today between 2-4:45pm PST (5-7:45pm EST) by following the #SocialIntel14 hashtag on Twitter. For more information on the event and the speakers see the full post over on our blog’s new home.

And don’t forget that all full content can now be found on our new home, the Marketwired Social Blog. Bookmark that page to easily find it, or you can subscribe to the new RSS feed by clicking this link and have all future content delivered right to you.

MOvember: A Month Of Moustaches and Social Media

MOvember 2013Well, MOvember is officially in the books for another year. That’s right, the magical month of moustaches is now behind us and men all over the world can go back to their regular handsome face configurations. But of course it was all for a great cause.

MOvember raises money for research in prostate cancer and other men’s health issues by creating awareness through the use of people’s faces. Men are urged to grow moustaches and collect donations for the charity throughout the month of November. Not only do people use their faces to create awareness, but social media also plays a huge role in spreading the word of MOvember.

A few years ago I had the pleasure of sitting down with Adam Garone, the founder and CEO of MOvember, who told us a bit more about how MOvember got started and what kind of a role social media plays in helping to spread the word.

Movember from Marketwired on Vimeo.

Now that MOvember is done for 2013, we decided to use MAP, our social media monitoring and analytics software, to see how much of an impact MOvember had on the social media world.

Over the month of November this year, we found that MOvember was mentioned in social channels over 1.1 million times. Mentions of MOvember came up in 13,266 blog posts, 11,076 online news articles, 11,278 forum postings and 1.161,236 tweets.

MAP, Powered by Sysomos - Activity Summary

Spreading out those mentions over time we see something very interesting. The first day of the month, when MOvember officially started, saw a gigantic spike in mentions to kick off the month long charity event. The first day of a new venture always seems to be most exciting. After that though, the mentions settle down, but remain pretty steady throughout the rest of the month as people talk about MOvember and use social to sollicite donations.

MAP, Powered by Sysomos - Popularity Chart

Since Twitter seemed to be the main driver of MOvember conversation, we focused in a little more on the network. On average, we found that MOvember was being mentioned on Twitter almost 39,000 times a day for the month. That also averages out to about 1,600 MOvember tweets per hour over the entire month.

We also found by looking deeper into the mentions on Twitter that most of the MOvember talk was coming for males. Men accounted for 70% of all the MOvember mentions we found on Twitter, which makes sense as men were the ones who sacrificed their upper lips for the cause and were likely using social media to get people to donate to their campaigns.

MAP, Powered by Sysomos - Twitter Activity Summary

We also plotted out where tweets about MOvember were originating from on our geo location heat map. It’s actually incredible to see how people all over the world were getting involved in the fundraising event and tweeting about it. While MOvember was originally started in Australia, we can see that over the years it has managed to make it’s way to all corners of our globe. People all over the world have come together to unite in a single charity event.

MAP, Powered by Sysomos - Twitter Geo Location Heat Map

And let’s not forget the pictures that people were sharing. What’s the point of growing an awesome moustache if you can’t show it off to the world? Looking specifically at Instagram, we found 914,014 pictures were tagged with #MOvember. And another 5,441 used the more specific hashatg of #MOvmeber2013.

MAP, Powered by Sysomos - Instagram Activity

Lastly, we pulled up the sentiment around MOvember for the month across all social channels. We found that MOvember had an outstanding 90% favourable rating for the month. 36% of the mentions we found were positive, while only 10% were negative. However, most of the negative mentions were women complaining about all the moustaches they weren’t enjoying, which actually helped in it’s own way to bring attention to the great cause.

MAP, Powered by Sysomos - Overall Sentiment

Did you participate in MOvember in some way this year? We want to hear about it in the comments section. Especially if you used social media in some way to do it.

Also, while MOvember is officially over, the charity is still accepting donations. So, if you feel inclined to give a last minute donation to a worthy cause feel free to sponor one of our Marketwired teams from around the globe which can all be found on our Marketwired MOvember network page.

SFBatKid Won The Internet (And Our Hearts)

SFBatKidLast Friday something trueley amazing happened in downtown San Francisco. For one full day, the Bay Area city ceased to be San Francisco and was transformed into Gotham City.

When one thinks of Gotham (the city where Batman fights crime) they usually compare it it to New York City, but this time the location was on the west coast of the United States to help make the wish of one little boy come true.

Miles Scott is a five year old boy who has dreams much like other children his age to become a real super hero. However, Miles also battles something much worse than the Joker and Bane; Miles is currently battling leukaemia. While this is quite sad to see a boy so young have to deal with something like this, for one day last week he got to forget about it for a day as the Make-A-Wish Foundation helped to make Miles’s dream come true. Miles spent a full day helping Batman fight crime around San Francisco as the caped crusaders sidekick, BatKid.

With the help of the city of San Francisco and a ton of volunteers who heard about Miles’s dream and wanted to help out, SFBatKid was born. And not only did BatKid concur the villans of this fake Gotham city, but he also concurred the hearts of thousands around the globe who were watching the days events unfold around Miles in real-time via social media.

Using MAP, our social media monitoring and analytics software, we pulled up some stats around just how popular the SFBatKid was.

On Friday alone, we found that the #SFBatKid hashtag was used in 305,603 tweets from around the world.

MAP, Powered by Sysomos - Twitter Activity Summary

However, not everyone was using the #SFBatKid hashtag. Some were also using just #BatKid or some outlets that don’t rely on hashtags were just referring to him as BatKid. When we took that into account we found that BatKid was actually mentioned 490,180 times across social channels on Friday. There was 1,144blog posts, 2,462 online news articles, 1,636 forum postings and 484,938 tweets in total about BatKid.

MAP, Powered by Sysomos - Activity Summary

But, as we all know, stories like this don’t just stop there. There was a ton of residual talk about the SFBatKid throughout the weekend. So, we expanded our search to look for mentions of him Friday through Sunday and sound that SFBatKid talk had risen to 662,703 mentions by the end of the weekend.

MAP, Powered by Sysomos - Activity Summary

While the story of SFBatKid sounds cool on it’s own, it looks even cooler. Throughout the day volunteers who helped with Miles’s big day and onlookers were documenting the little caped crusaders adventure. When we looked up tags for #SFBatKid on Instagram we found an astounding 16,059 pictures with that tag. Not to mention all the related tags about SFBatKid that followed in tandem.

MAP, Powered by Sysomos - Instagram Activity

As we mentioned earlier, Miles’s amazing day as SFBatKid managed to capture attention and hearts around the world. A heatmap of where tweets about SFBatKid were coming from show us that people from every corner of the globe were cheering on this tiny hero.

MAP, Powered by Sysomos - Twitter Geo Location Heat Map

Heck, even the President of the United States thanked Miles personally through Vine for his help in foiling the plans of some dastardly criminals and saving Gotham.

But Obama wasn’t the only one helping to cheer Miles on. A look at the most retweeted tweets around SFBatKid show that people were genuinely enthralled by this awesome deed for a child in need. Obama and the White House made tweets that were amongst the most retweeted, but the number one most retweeted tweet came from the Make-A-Wish Bay Area account as people just wanted to see SFBatKid in action (see the tweet below). Also making the list was an amazing one from Ben Affleck who has been tapped to play Batman in an upcoming Batman Vs Superman film. Many had questioned Affleck’s ability to be a good Batman, so he ran with it and openly admitted that Miles makes a much better Batman than him. MAP, Powered by Sysomos - Most Retweeted Tweets

 

All in all, the event that was designed to make a young boy happy wound making people all over the world smile. A look at the sentiment around SFBatKid shows at 91% favourable. And don’t worry about that 9% negative talk you see. Most of it was people talking about the bad guys that Miles fought, and of course bad guys get branded as negative.

MAP, Powered by Sysomos - Overall Sentiment

YouTube Music Awards Cause A Social Stir

youtubeThis past weekend the world got to witness the first ever YouTube Music Awards. Yes, internet giant Google has decided to make a move into the awards show arena now as well… except this one you watch on your computer. Some people questioned why Google would do such a thing, but it seems to make sense since music videos are rarely watched on television channels like MTV or Much Music anymore in favour of watching them on-demand online. And the main site that people choose to watch music videos on now is, of course, YouTube.

The show was hosted by two comedians slash musicians, Jason Schwartzman and Reggie Watts. According to reports, the show was a giant ball of chaos. But the internet culture that it was aimed at was more than used to it, and even seemed to love it. Like other award shows, the YouTube Music Awards did actually give away awards and featured performances from some of today’s hottest artists, which they dubbed “live music videos.”

Not sure what a live music video is? Neither was I until I watched The Arcade Fire’s performance (which was directed by Spike Jonze who has directed music videos for Weezer, Kanye West, The Beastie Boys and movies like the cult favourite Being John Malcovich). The performance was a mix of what we traditionally think of as a music video and the band’s live performance. Check out this video for yourself:

As I said earlier, this new award show really seemed to appeal to people. We took to MAP, our social media monitoring and analytics software, to see just what kind of a stir the YouTube Music Awards created in the social media realm.

Over the course of the weekend YouTube was seeding content to help promote the award show which broadcasted live on Sunday night from New York City. Looking at mentions of the show from Friday through Monday I found that it came up in over 3.7 million pieces of social content. The YouTube Music Awards was mentioned in 2,941 blog posts, 4,724 online news articles, 287 forum postings and 3,721,051 tweets.

MAP Powered By Sysomos - Activity Summary

Looking at those mentions plotted out over time, I found that Twitter, which drove the main chunk of conversations about the award show peaked as people used Twitter to follow the action and talk with one another about what was going on on Sunday night.

MAP Powered By Sysomos - Popularity Chart

On Sunday alone, the YouTube Music Awards appeared in 2.3 million tweets. That’s equal to 96,418 tweets per hour over the day about the show. Interestingly, it appeared that women were more interested in the award show than men as they contributed 61% of the conversation over the men’s 39%.

MAP Powered By Sysomos - Twitter Activity Summary

When I removed tweets from the popularity chart above, I found something very interesting. Above we saw that Twitter drove the main part of the conversation around the YouTube Music Awards and saw it’s greatest amount of tweets during the actual broadcast of the show. However, when we can see other social channels, like blogs and online news, we can see that they actually peaked yesterday, the day after the show. This seems to prove the theory that Twitter drives real-time conversations around events as they actually happen, but longer form mediums like blogs and online news seem better suited for write-ups and reviews after the actual events have taken place.

MAP Powered By Sysomos - Popularity Chart Without Twitter

While the show was based in North America and was broadcast for the Eastern Standard Time, it didn’t stop people from all over the world from watching and joining in on the conversation. The United States did lead the way in conversations about the YouTube Music awards, owning 29.1% of the mentions, but so many other countries were in on the action as well. This makes sense as YouTube is the second most used search engine in the entire world (next to it’s parent company Google). The pie chart below shows where mentions of the award show came from across all social channels, while the heat map plots out where tweets about the show were originating from (which were mainly using the show’s official hashtag, #YTMA).

MAP Powered By Sysomos - Overall Country Distribution

MAP Powered By Sysomos - Twitter Geo Location Heat Map

And just were all these music fans from around the globe talking about? A look at some of our text analytics shows that the celebrities seemed to be the big draw. In the word cloud and buzzgraph below we can see that names of the hosts, “Reggie” “Watts” and “Jason” “Schwartzman” appeared quite often. Along with them were the performers, like “Lady” “Gaga,” “Arcade” “Fire” and “Eminem” (who also won the award for Artist of the Year). And, of course, the night’s winners, such as “Macklemore,” “Pentatonix” and winners of Video of the Year, “Girls’” “Generation” (a 9 member group of Korean women who perform in the popular style of “K-Pop”).

MAP Powered By Sysomos - Buzzgraph

MAP Powered By Sysomos - Word Cloud

Despite what critics seemed to say after the show was done about the chaos that doesn’t seem to happen at traditional award shows, the audience the show was intended for seemed to love it. A look at the sentiment around the YouTube Music Awards shows a 92% favourable rating. Only 8% of all the 3.7 million conversations were classified as negative, while a whopping 32% were positive.

MAP Powered By Sysomos - Overall Sentiment

Finally, just because not everyone around the world is familiar with the K-Pop phenomenon that is starting to spread from Korea, I present to you the first ever YouTube Music Awards Video of the Year winner, Girls’ Generation’s I Got A Boy:

2013 World Series Social Media Program [Infographic]

“Put me in coach! I’m ready to play!”- John Fogarty, Centerfield

For the fourth time in the history of the St. Louis Cardinals and Boston Red Sox, the two teams will meet in the World Series. Both clubs won 97 games during the regular season and it is the first time since 1999 that Major League Baseball’s two winning teams will meet in the “Fall Classic.”

The national pastime in the United States is fast becoming a worldwide social media pastime, as well. For example, during last year’s World Series between the San Francisco Giants and Detroit Tigers, Giants’ third baseman Pablo Sandoval’s three home runs helped generate 813,000 social media comments about Game 1, according to Twitter. Only Game 6 of the 2011 World Series generated more. In fact, the hashtag#WorldSeries was used in 15 percent of all comments.

Below you can review our infographic that rounds the bases on some of the social media super fans for the Boston Red Sox and St. Louis Cardinals, the key players to follow on Twitter as well as the top reporters and bloggers. According to the statistics, Boston has already won in one category: social fans. In Beantown, fans are much more social than their counterparts in St. Louis.

Take a look at the infographic below and let us know in the comments which team you’re rooting for!

2013 World Series Social Media Program - Powered By Sysomos

2013 World Series Social Media Program – Powered By Sysomos