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.
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.
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.
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.