Whether customer care is looking to deliver timely responses to ensure the highest customer satisfaction or marketing is looking to amplify the message of a brand advocate to increase brand equity, accurately pinpointing the conversations that matter most to your brand can reduce customer care costs and maximize your reach. Watch now to hear the top 3 benefits of deploying best of breed analytics and engagement platforms, NetBase and Spredfast, and how they allow brands an unprecedented way to find customer stories and join the conversation. You will also learn to: Segment and prioritize conversations for customer care Recognize crisis situations faster Amplify the message of brand advocates Drive opportunities down the purchase funnel

1. Discovering Unprecedented Ways to Join the Conversation
September 15, 2016

2. 1
THREE DAYS OF UNFORGETTABLE SOCIAL MEDIA INSIGHTS THAT WILL HAVE A
DIRECT IMPACT ON YOUR SUCCESS
33 game changing sessions that will inspire you – Coca-
Cola, Visa, Yum! and others
http://www.netbase.com/nblive2016/
OCT 25th-27th IN SAN FRANCISCO
NETBASE LIVE : OCT 25-27

3. All-Star Keynotes:
Trevor Noah, The Daily Show
Nathalie Nahai, web psychologist
Cubby Graham, charity: water
Eric Toda, Airbnb
Rob King, ESPN Sportscenter
30 Sessions:
roundtables and breakouts with
social leaders at Facebook,
Google, RocNation, Twitch,
Charles Schwab, Brooks Brothers,
Coca-Cola, The NFL, and more!
700 Social Leaders
200 Global Brands,
Media Companies, &
Agencies
20+ Keynote & Breakout
Sessions

4. © 2016 NetBase Solutions.
3
Ryan Taketa
Product Marketing Manger
NetBase
@artee46
Today’s Speakers
Sofie Leon Pompa
Integrations Product Manager
Spredfast
@sofieleon
#netbasewebinar

5. © 2016 NetBase Solutions.
4Overview
Agenda
1. NetBase + Spredfast Overview
2. Best-of-Breed Approach
3. Integration Benefits
4. Customer Care Demo
5. Q&A
#netbasewebinar

6. NetBase Overview

7. © 2016 NetBase Solutions.
6
A Company’s Goal is to Use Data to Drive the Best Customer
Experience and Fuel Every Aspect of the Business
• Awareness
• Brand Health
• Crises
• Demand Gen.
• Purchase
• Service
• Satisfaction
• Support
• Retention
• Loyalty
• Use
• Research
• Sell
• Upsell
• Testimonials
Marketing Operations Product Dev SalesCustomer Care
#netbasewebinar

8. © 2016 NetBase Solutions.
7Customer Experience Data Comes From All Sources
Marketing Operations Product Dev SalesCustomer Care
• Awareness
• Brand Health
• Crises
• Demand Gen.
• Purchase
• Service
• Satisfaction
• Support
• Retention
• Loyalty
• Use
• Research
• Sell
• Upsell
• Testimonials
#netbasewebinar

9. © 2016 NetBase Solutions.
8
But, Most Companies Lack a Single Aggregated View of the
Customer
Marketing Operations Product Dev SalesCustomer Care
• Awareness
• Brand Health
• Crises
• Demand Gen.
• Purchase
• Service
• Satisfaction
• Support
• Retention
• Loyalty
• Use
• Research
• Sell
• Upsell
• Testimonials
#netbasewebinar

10. 9Transform Customer Data from Any Source
Fuel Every Aspect of Your Business
Social Media
Customer CareDigital Channels
Survey Systems
CRM
#netbasewebinar

11. 10Why Customers Choose NetBase
Technology Company
• 99.5% satisfaction & 90% rapid
innovation is customer driven
• Recognized as leader by
G2Crowd, Forrester, Trust Radius
• Serves over 300 global brands &
top agencies
Reputation
• SAAS solution designed for rapid
deployment across the enterprise
• Complete customer insights from
social, digital, and internal data
• Accurate understanding with
patented Natural Language
Processing across 199 languages
• Headquartered in the Silicon
Valley with 8 global offices
• Partnerships with Spredfast,
Domo, Twitter, Tumblr, and
more
• Global support organization
across NA, EMEA, APAC
#netbasewebinar

12. Spredfast Overview

13. CONFIDENTIAL
About Spredfast
500+
EMPLOYEES
650+
CUSTOMERS
5
OFFICES
GLOBALLY
PARTNERSHIPS WITH THE WORLD’S LARGEST
SOCIAL NETWORKS
$114.1M in funding from 5 investors
• Austin Ventures
• InterWest Partners
• Lead Edge Capital
• OpenView
• Silver Lake Waterman

14. CONFIDENTIAL
AWARENESS
ENGAGEMENT
SOCIAL CARE
LEAD GENERATION
DIRECT REVENUE
RESEARCH | INFO.
OPERATIONAL
EFFICIENCY
DRIVE TUNE-IN
Align Priorities Best of Breed: connect your social
efforts & priorities to the rest of
your business’s technologies

15. CONFIDENTIAL
Spredfast Platform Stack
SEARCH | DISCOVERY
PLANNING | CONTENT
ENGAGEMENT | CARE
ANALYTICS | REPORTING | PROFILE
PUBLISH:
SOCIAL
PUBLISH:
PROMOTIONS
PUBLISH:
DIGITAL

16. Best-of-Breed Approach

17. 16
© 2016 NetBase Solutions.
Best-of-Breed
*Sources: Forrester
92%
Of marketers using a
non-suite solution
believe the platform
DID match what was
promised
#netbasewebinar

18. 17
© 2016 NetBase Solutions.
Best-of-Breed
64%
Of marketers using a
social suite believed the
platform matched what
was promised
*Sources: Forrester #netbasewebinar

19. 18NetBase Best-of-Breed Platform
Open API
#netbasewebinar

20. NetBase + Spredfast Integration Benefits

21. 20
© 2016 NetBase Solutions.
Off Channel Conversations Growing
97%
Of Customers do not directly
@ mention brands on Twitter,
instead, referring to the
brand “company” instead of
“@company”
*Sources: Social Media Today #netbasewebinar

22. 21
© 2016 NetBase Solutions.
Best of Breed Leaders Team Up
Best of breed listening and engagement platforms integrate to allow brands an unprecedented
way to find consumer stories & join the conversation
Leverage NetBase + Spredfast Integration to:
1. Improve Response Times
2. Reduce Customer Care Costs
3. Extend Your Reach
4. Improve Cross-Functional Productivity
See critical operational streams for smart
customer and prospect engagement
#netbasewebinar

23. 22Use Case: Social Customer Care
*Sources: Harvard Business Review, Aberdeen Group, McKinsey & Company
6.5%
Increase in Agent
Productivity
Average Cost per
Incident:
Phone - $6
E-mail - $3-5
Social - $1
30%
Of Customers Prefer
Social Care to
Traditional Phone
Care
6.7%
Increase in Average
Revenue per
Customer Contact
7.1%
Increase in
Customer Retention
Rates After
Implementing Social
Care
#netbasewebinar

24. © 2016 NetBase Solutions.
23Customer Care: Telecom Company
Problem Solution
1. Reduce Customer Churn
2. Improve Customer
Experience
3. Prove Effectiveness of
Customer Care Team
Using NetBase, the company
created multiple solutions:
1. Churn analysis and reasons for
switching carriers
2. Social Net Promoter Score to
predict customer churn
3. Social Care ROI Calculator to
measure improving the care
experience
1. Identified policy, pricing &
packaging updates, and
necessary network
investments
2. Created a leading indicator
for customer churn
3. Segmented audiences by
advocates, detractors, and
neutrals – for brand &
competitors
4. Proved value of social care
Results
#netbasewebinar

25. © 2016 NetBase Solutions.
24Customer Care: Telecom Company
Find Conversations Predict Customer Churn
Measure churn conversations
when mentioning 2 brands.
Segmented audiences by
advocates, detractors, and
neutrals – for brand &
competitors
Segment NPS Audiences
#netbasewebinar

26. © 2016 NetBase Solutions.
25Customer Care: Telecom Company
Surface Conversations & Engage Measure the Impact
Find conversations on and off
channel to engage on.
Brand sentiment before, during,
and after engagement with
Customer Care.
Benchmark against the
competition
Show Competitive Difference
#netbasewebinar

27. 26
© 2016 NetBase Solutions.
Use Case: Crisis Management
26%
Of Brands saw their Brands
and reputations tarnished as a
result of NEGATIVE comments
on social
*Sources: SMMU, Bain & Company, Freshfields Bruckhaus Deringer
28%
Of crises spread
internationally within 1
hour
#netbasewebinar

28. 27
© 2016 NetBase Solutions.
Crisis Management: James Madison University
JMU manages risk by keeping tabs on hot-button
education topics and identifying reputational and physical
threats to the university.
1. Decrease research time down from 2 days to 2 hours
2. Improved response time to crises
3. Increased collaboration with public safety departments
#netbasewebinar

29. 28
© 2016 NetBase Solutions.
Use Case: Influencer Marketing
*Sources: Harvard Business Review, Aberdeen Group
Word of Mouth
Marketing Drives
$2 Trillion
in US Sales Alone
Customers Engaged
in Social Tend to
Rate a Company
3 Points Higher
in Net Promoter
Score
Customers Engaged
in Social Spend
20-40%
More
#netbasewebinar

30. CONFIDENTIAL
Brooks Brothers’ social team used Spredfast to engage in
real-time monitoring and response, scoring big with customers
by capitalizing on a surprise and delight moment with ESPN
analyst and retired soccer player Taylor Twellman.
2 Million +
Social
Impressions
190%
Increase in
Favorites
Compared to
Average
76%
Increase in
Retweets
Compared to
Average
Customer Stories | Brooks Brothers
Influencer ID & Engagement

31. 30
© 2016 NetBase Solutions.
Use Case: Influencing Path to Purchase
Customers
Engaged in
Social Spend
20-40%
More
20%
YOY Increase in
Conversation
Rate for Social
Traffic
31%
of Site Traffic is
Driven by Social
*Sources: Forbes, Forbes, Monetate E-Commerce Quarterly #netbasewebinar

32. CONFIDENTIAL
21%
Increase in
Average Time
on Site
57%
Higher
Transaction
Rate in Online
Sales
156%
Increase in
Page Views
2 Million
Potential Social
Impressions
The PGA TOUR Superstore worked with Spredfast to
engage golfers on a socially-powered Gift Guide that drove
conversions through social.
Customer Stories | PGA Superstore
Influence Path to Purchase

33. Delta Customer Care Demo

34. 33Customer Care Workflow
Define Topic, Theme,
Tag combination within
NetBase social analytics
Topics
Themes Social
Inbox
Engage directly with
customers in
Spredfast Streams
Tags
Customers can
segment and stream
posts from NetBase
into Spredfast Social
inbox
#netbasewebinar

35. 34Capturing Conversations in NetBase
Capture
conversations beyond
owned channels.
Identify common
trends and issues as
they arise
#netbasewebinar

36. © 2016 NetBase Solutions.
35Segmenting and Prioritizing Conversations w/ Themes
By Issue/Sentiment By Geo
Identify conversations with key
trigger words by issue with
accurately classified sentiment:
1. Cancellation/Delay
2. Ticketing
3. Lost Baggage
User defined geo-fences to filter
conversations down to the
street level:
Prioritize conversations by
influence level:
1. Follower Count
2. Klout
3. Existing List of Influencers
(Loyalty Members)
4. Titles in Bio Terms
By Influence
#netbasewebinar

37. © 2016 NetBase Solutions.
36Segmenting and Prioritizing Conversations w/ Themes
By Issue By Geo By Influence
#netbasewebinar

63. 62In Summary
Improve Response Time – Manage risk with improved response time during crisis
situations and improve customer satisfaction with improved response times.
Reduce Customer Care Costs – Reduce Customer care costs by accurately pinpointing
the conversations that matter.
Expand Your Reach – Identify, engage, and amplify conversations outside of your
owned channels.
Improve Cross-Functional Productivity – Leverage tagging and routing capabilities to
ensure customer care and community managers work off the highest priority streams.
#netbasewebinar

64. Thank you