Tag Archives: mouth

How Social Media Monitoring Can Improve Your Sales

By now, most marketers understand that it’s a good idea to monitor what’s being said about you in social media, for self-protection at least. How can you know if your brand or company is being trashed online, so that you can take appropriate remedial action, if you’re not listening?

Now an article from Contently highlights some of the other ways in which Social Media Monitoring can directly help your business:

What happens when a minor TV character get major social attention? In the digital age, how do you take advantage of it and adjust? That was the challenge faced by BET [Television] Network’s Being Mary Jane.

The show’s Twitter analysis showed that an unexpected character was emerging as a fan favourite: Avery, the wife scorned by the affair between Mary Jane and her husband. It was too late to reshoot the series, but the fans’ love forced BET to rethink its social media strategy and the way it was promoting the show.

It all began around the time the series premiered in January 2013. JP Lespinasse, BET’s senior director of social media, got a shiny new toy: Adobe Social, a social media management and analytics tool that he began using to monitor the chatter around Being Mary Jane.

Two shows into the eight-episode series, an intriguing insight emerged. While of course the romantically challenged Mary Jane herself got the most attention, the Twitter analysis showed that Avery garnered the next highest number of mentions.

“The next step was, let’s see where we can begin to amp up our coverage of Avery from a content perspective,” Lespinasse recalls. BET recut some of its broadcast commercials to feature Avery more. They also gave her more visibility on the show’s website and digital promotions, and recruited the actress who plays Mary Jane, Robinne Lee, to live tweet the episodes that featured her character.

When the social media staff used their human brains to parse the social media chatter, they gleaned another useful insight into just why Avery appealed so much to the audience. “There were a lot of people quoting her,” Lespinasse says. “The stuff that made Avery resonate was the stuff that came out of her mouth. So, not only do we want to feature her generally, we want to feature what she’s saying.”

So how did the BET social media team glean these insights? They began their social listening program two weeks before the premiere. Then, every morning after the show aired, they’d peruse the analytics. They also produced weekly reports charting the total audience against social media mentions.

Most of us don’t have TV shows in our product portfolio, but any brand promoting its wares to a public audience (whether B2C or B2B) should have a social media monitoring strategy that reports on what’s being said about the brand online.

By actively listening, you can identify any problems and concerns, of course, but the monitoring process can also highlight:

  • product features that particularly appeal to your customers
  • unexpected uses for your product that might create future opportunities
  • category problems that consumers have but that your product could solve

In the latter case, social media monitoring provider Infoglutton gives an example of how monitoring can improve product design:

We ran InfoGlutton to monitor problems people are expressing about espresso machines. Here’s two mentions we found out today on Twitter:

espresso

Joe Hall, writing at SearchEngineLand, provides a useful protocol for turning social media monitoring into effective new product design:

funnel

Recommended Monitoring Tools

So how can you listen effectively without the process taking up too much time? At a minimum, you should:

  • Sign yourself up to Google Alerts for your company name, products, executives or brand terms so that you’re alerted by email whenever your name pops up online. To do so, enter your search terms and select to receive updates as they happen.

    alerts
    Choose “As-it-happens” and “All results”

  • Check Twitter for chatter about your company or brand. Use tools like TweetBeep or Twitter Search to monitor conversations about your company in real-time.
  • Get email notifications for specific search phrases on Facebook through Hyperalerts.
  • (B2B) Join a few LinkedIn groups to which your key customers and prospects belong. Search for questions or comments that you or members of your company can address.
  • Get yourself up to speed with RSS readers and use Feedly to check Flickr, Delicious, Digg and others

The Hobbit, The Facebook and The Wisdom Of The Crowd

New Zealand has been a little obsessed with The Hobbit in the lead-up to the world premiere — well, the NZ media have, anyway, with more television coverage devoted to the meanderings of Middle Earthers than with anything since the Rugby World Cup.

But, we wondered, has all this media attention translated into word of mouth amongst the people? What do us ordinary folks think about all this palaver? Are we mere mortals talking about The Hobbit as much as we might?

We delved into our ongoing monitor of some 8000 NZ and NZ-related Facebook pages to find out.

The Hobbit

If we look back to the beginning of 2012, we find that The Hobbit‘s Facebook page had 385,739 likes and 8,202 People Talking About the page on the 29th of January.

Fast-forward ten months to today, 1 December 2012 (with the movie’s release just under two weeks away), and those numbers read 830,164 likes and 120,395 People Talking. Massive gains, especially when it comes to the buzz.

There’s a bit more to Middle Earth than just The Hobbit, of course. There’s Air New Zealand and its Hobbit-themed marketing, another 68,633 chatting about the inhabitants of the Shire:

The Hobbit

Add in another 30,167 supporting 100% Pure New Zealand as our tourism marketing kicks into full swing behind the movie:

The Hobbit

And, of course, let’s not forget our very own Sir Peter Jackson, whose own Facebook page has been attracting the attention of another 92,935 wanting to be heard.

The Hobbit

And last, but by no means least, there’s the mothership itself, the Facebook page patrolled by nearly eleven million followers of The Lord Of The Rings Trilogy. 236,547 are Talking About that page — and you can be assured that a healthy number of those are focussed on The Hobbit round about now.

The Hobbit

Add up all the chitchat (just on these official pages) and that translates to more than half a million Facebook mentions of The Precious, just by one simple measure alone. Not all Kiwis, of course, but clearly the Crowd is indeed Wise when it comes to the Third Age.

The Hobbit Likes: Trending Upwards

We took a look at the three primary Hobbit-related Facebook pages (The Hobbit, Peter Jackson and The Lord of The Rings Trilogy) over the last three months. Once we indexed the pages against their starting positions (i.e. the number of Likes for the first week shown), we saw steady growth, with people Liking The Hobbit up nearly a quarter in that time period:

The Hobbit

Our conclusion from all this number-crunching: The Hobbit has indeed attracted solid word of mouth thus far, both locally and internationally, not just media hype. With two more movies still to go, we can expect the buzzing to continue for the next eighteen months, at least.

Timeless Social Media Insights

One of the more interesting stories of the week comes courtesy of the Harvard Business Review, which reveals that many of today’s oh-so-awesome social media insights actually track their provenance back to a 1966 study on word of mouth by Ernest Dichter, who HBR describes as “the father of motivation research”.

Some key insights gleaned by HBR from that nearly fifty-year-old study:

A major Dichter finding, very relevant today, was the identification of four motivations for a person to communicate about brands:

The first (about 33% of the cases) is because of product-involvement. The experience is so novel and pleasurable that it must be shared.

The second (about 24%) is self-involvement. Sharing knowledge or opinions is a way to gain attention, show connoisseurship, feel like a pioneer, have inside information, seek confirmation of a person’s own judgment, or assert superiority.

The third (around 20%) is other-involvement. The speaker wants to reach out and help to express neighborliness, caring, and friendship.

The fourth (around 20%) is message-involvement. The message is so humorous or informative that it deserves sharing.

We can’t say we’re surprised that these insights were coined so long ago — human nature doesn’t change all that much. If we made the effort, we daresay we’d find similar threads woven through essays by classical Greek and Roman philosophers as well.

Plus ça change …

Social Media Influences Most British Holidaymakers

It’s been evident for some time that social media plays a significant role when it comes to travel –and no surprises there. When you’re planning to visit somewhere you’ve never been before, who else would you ask first but friends who have already been there? Social Media simply extends the already-elastic definition of friends to include friends-of-friends-of-friends.

Now a new British study by online travel agency sunshine.co.uk reveals that more than half (54%) of U.K. holidaymakers use social media to plan their holidays.

They review hotels, resorts and destinations online, requesting personal recommendations from other online users, using social media platforms such as Facebook and Twitter to gather information and reviews about a particular place before they book.

According to the survey (reported by Go Timeshare):

Almost every single person polled out of Sunshine’s 1,102 British holidaymakers said that yes, they do use social media and the internet to look up resorts before choosing exactly where they want to holiday.

They were then asked to select all that applied from a list of possible answers about how they went about researching their future destination/accommodation and the results were

  • Review websites – 62%
  • Social media platforms – 49%
  • Information from travel agent – 33%
  • Word of mouth – 26%
  • Travel guides – 19%
  • Other – 13%

61% said they used Facebook to share and post comments and photos, whilst 17% said they used Twitter to do so.