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4 best practices for tracking product feedback on social

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4 best practices for tracking product feedback on social

  1. 1. | Social Intelligence Guide for Marketing 4best practices for tracking product feedback on social
  2. 2. Hi there, Super excited that you found us here on SlideShare! This short chapter taken from our new eBook on social listening for marketing also accompanies the launch of Microsoft Social Listening and Social Insights, powered by InsideView. Both are now available in Dynamics CRM at no additional cost and can be used by anyone with a professional license*. This type of affordable, democratized social insights is set to change the game for our customers, and we’ve only just begun. We hope you find these tips valuable to your organization, and be sure to check out all three of our eBooks at the end of this presentation. All my best, Fred Studer GM Microsoft Dynamics CRM https://twitter.com/fredstuder DOWNLOAD THE EBOOK http://bit.ly/URBrandSux
  3. 3. Customers are talking about your products and services on social networks, blogging sites and, of course, product review listings all over the web. Social gives you immediate feedback that helps you stay agile. The challenge is tracking it: You are dealing with unfiltered data and the volume of data is rapidly growing. With 55 million Facebook status updates a day1 and 400 million tweets a day (and Facebook and Twitter are just a couple of networks) it’s easy for valuable feedback to get lost in the social noise. Here are 4 best practices for using social listening to track product feedback: 4 best practices for tracking product feedback on social
  4. 4. Filter out the noise With millions of conversations about brands—and brand categories— online, you need to filter out the noise before you can tap into relevant customer feedback. 40% of accounts and 8% of messages on social are spam. Social listening software can cut out a lot of manual work.* 1 http://thesocialskinny.com/216-social-media-and-internet-statistics-september-2012/
  5. 5. Monitor strategic keywords Once you’ve filtered out the noise, you can drill down into product feedback by monitoring keywords and phrases. Examples include: ―decided not to buy [your product name];‖ ―[your product name] needs more;‖ or ―don’t buy [your product name].‖ Do the same around your competitor’s brands and products and gain competitive intel. 2
  6. 6. Turn insight into action Most customers are posting on social about the products they use, yet 56% of customer tweets to companies are ignored.* That’s a lost opportunity, since 85% of consumers favored using online information to help a dissatisfied customer.** Many of today’s product leaders have recognized the power of listening to customers on social channels in real time, and have created processes to quickly make improvements or additions. As you listen to what your customers like and don’t like, consider the criticisms. That’s where you’ll find product innovation ideas that could grow your business. 3 * http://www.mediabistro.com/alltwitter/customer-service-twitter-top-retailers_b23362 ** http://www.businesswire.com/news/home/20120607005837/en/Maritz-Research-Poll-Finds-Online- Consumers-Companies
  7. 7. Monitor your suppliers Of course, you don’t want to go crazy with these, but the impact they have should not be ignored. For some companies that rely on global suppliers to help create their products, it’s important to actively monitor public sentiment for them as well. For example, if one of your suppliers is criticized for human rights violations, you’ll want to be the first to know. 4
  8. 8. Read our entire series on social listening DOWNLOAD THE EBOOK http://bit.ly/Social4Closers DOWNLOAD THE EBOOK http://bit.ly/WowService DOWNLOAD THE EBOOK http://bit.ly/URBrandSux
  9. 9. www.microsoft.com/dynamics Talk to a Microsoft representative (United States and Canada). Availability and hours of operation: Monday–Friday, 8:00 A.M.– 5:30 P.M. Central Time (UTC-6) in the United States and Canada. 1-888-477-7989 REACH OUT TO LEARN MORE 