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Social Media MonitoringBenchmark Report

Key Findings DeckPublication Date: 12/2010

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೦ Insights and Best Practices from Top Performers– Top 3 reasons Top Performers use Social Media Monitoring– Top 3 tactics Top Performers use to outperform peers with

Social Media Monitoring initiatives– Most common challenge Top Performers face with Social

Media Monitoring– Top 6 Performance Metrics Top Performers use to measure

the success of Social Media Monitoring initiatives

What’s In This Deck?

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೦ Improve marketing effectiveness

೦ Increase customer satisfaction

೦ Generate customer insights

Reasons to Implement

*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.

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೦ Identify and proactively engage with key influencers

೦ Use consumer insights to drive new product/service development

೦ Use consumer insights to protect brand reputation

Value Drivers

*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.

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೦ Generating insights that are truly actionable

೦ Tracking and measuring results

೦ Instilling an organizational focus on the voice of the customer

Challenges

*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.

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೦ Ratio of positive to negative sentiment

೦ Volume of relevant conversation

೦ Level of consumer engagement / brand advocacy

೦ Marketing ROI೦ Customer advocacy

Scores೦ Customer satisfaction

scores

Performance Metrics

*According to Top Performers, based on 297 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.

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(with complete vendor landscape)

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೦ Gleansight: Customer Feedback Management೦ Gleansight: Online Customer Communities೦ Gleansight: Social Media Marketing

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