With customer or citizen data sitting in silos across any organisation, one of the biggest challenges businesses face today is bringing data from sources like CRM, historical transactions and web browsing together, to achieve a 360-degree view of a customer when they are engaging on owned channels like social media sites, websites, community sites, support sites or forums.
Customer experience today is different because you engage across so many touch points - both online and offline. The proliferation of channels – Google, Facebook, Twitter, YouTube, Instagram, Pinterest, SnapChat, WeChat … and services – Website, Mobile Apps, Email, Ecommerce, Retail POS.
One of the two* most common questions we encounter with clients and prospective clients is about Facebook, specifically what data is actually available for searching and monitoring, and from whom? That's because all social media monitoring platforms have revealed, perhaps reluctantly, that useful specific data which was previously available has gone. Users are in a state of slight confusion, but in fact what has gone is quite small and what is "left" now is quite useful.
Ideas have their moment in time, before which they fall to the floor unheard, but when the moment comes they resonate and engulf the unwary. Privacy has found its moment on the eve of the Australian Census 2016. It's a firestorm and the use of a Twitter bot has helped fuel the flames of discontent.
Social media is a strong channel for marketers to understand customer intent. Brands, on average, receive 27,554 messages on social each day from customers. These customers may say they love your products, are in your store right now, or are looking for a specific piece of information from you.
Two leading analysts of social media monitoring tools updated…
KINSHIP digital has been appointed to Digital Service Professionals Panel managed by Commonwealth of Australia as represented by the Digital Transformation Office. The Digital Marketplace is an initiative under the National Innovation and Science Agenda and is being delivered by the Digital Transformation Office (DTO).
Creating a connective and humanised brand is a cultural evolution that begins with Marketing and eventually creates engagement and connection across an organisation, from within the organisation, and radiating outward to customers and external stakeholders. KINSHIP digital’s top priority is to develop a cohesive content and brand storytelling strategies for our clients that address their needs across of all levels of stakeholders.
The most fundamental requirement in moving towards customer-centricity in digital is to be able to collate and compare data in order to improve decision-making and investments. There are a large number of moving parts and marketing groups are becoming overwhelmed with the tasks of integrating and matching the multiple sources and drawing optimal conclusions for further action.
It's always exciting to see a smart new social media monitoring product with jazzy new visuals and clever ideas like WYSIWYG geofencing. But just like many data visualisations the buzz might be a lot greater than the substance. The purpose for which you intend to use these features, and the details, will determine their true business value. In the case of Twitter geo-filtering the value is often misunderstood. One of the most common 2 questions* we get asked is about Twitter geofiltering and geofencing.