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27 Feb 2014
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SoLoMo ThursdayNatesh Raj
Business Development Consultant
Techsailor Group
Biz Card @ Fishbowl
@SoLoMoThursdayHAPPY HOUR!Half Pint @ $5
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Opening Note
DONATIONS are welcomed.
Help keep going.
DONATIONS are welcomed to help for:
Logistics
Food & Drinks
Publicity
and many more…
PAGE 327 Feb 2014
Objectives
PAGE 427 Feb 2014
Making Social BIG Data
Relevant for YOU!
PAGE 527 Feb 2014
PAGE 6
Speaker: ASHOK PATRO
27 Feb 2014
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SOCIAL BIG DATA ANALYTICS
27 Feb 2014
Interesting Facts
PAGE 827 Feb 2014
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Social Media : Interesting Facts
It is the #1 of all online activities, surpassing email, gaming, porn
74% of consumers rely on social networks to guide purchasing decisions
About 57% of companies have acquired a customer via blog, 62% via LinkedIn, 52% via Facebook and 44% via Twitter
The average budget spent on company blog and social media has tripled in last 3 years
1 million web pages are accessed using “Login with Facebook”
27 Feb 2014
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Social Media Data: How big it is?
There are over 1.15 billion Facebook users
There are now over 1 Billion Google+ enabled accounts
There are over 550 million registered Twitter users and 34% marketers are using to generate leads successfully
Pinterest has 20 million active monthly users
Instagram has 150 million monthly users
238 million+ total users
27 Feb 2014
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Social Media Data: How big it is?
27 Feb 2014
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Social Media Data: the Enabler
Treat Social Media as a Gold Mine
Don’t Assume what your consumer wants/needs.
Capture everything to avoid blind spots
Focus on quality and not only quantity
Work with real time data
27 Feb 2014
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Market research can no longer predict what consumers will like, but SOCIAL MEDIA
DATA does!!!
EMPOWER ACTION
with Social Media Data
Consumers are in
CONTROLSocial Media Data deals with more
radical, unfamiliar changes as
compared to Traditional research.
Monitor
Listen
Gain consumer Insights
Build competitive Intelligence
Act fast
With “Social Media data” play along to
make the best of a digital world that
no one can control
Design accurate marketing campaignsStrategize Brand BuzzIdentify buying pattersSocial Media ContentAcquire customersOnline Reputation Management
What can you finally
do?
We know what “we” want
Social Media Data: the Enabler
27 Feb 2014
Social Media
for Industries
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One size fits all?
27 Feb 2014
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How is Social Media different for each
IndustryCustomer Industry
27 Feb 2014
Examples - Banking
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BFSI - Key Age Groups (India)
Less than 30 Years
30-40 YearsGreater than 40 Years
Majority of them were
interested in discussions
related to mf’s, sip’s start-
ups, VC funding's & Angel
investors
Majority of them were keen
interested in stocks buzz &
discussions related to short
term investments
Majority of them initiated and
participated in all kinds of insurance,
stocks & mf’s discussions, many people of
this age group were sharing investment
tips & claims settlement issues
50% of the observed
26% of the observed24% of the observed
27 Feb 2014
BFSI – Gender Analysis (India)
Males were almost 2 times more active than females in
posting BFSI related queries & suggestions
67% 33%
PAGE 1127 Feb 2014
Examples - Food
PAGE 2027 Feb 2014
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Why do we talk about food?
27 Feb 2014
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What type of food we talk about?
27 Feb 2014
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Where & when do we talk food?
27 Feb 2014
How to Make Social Media
Data Relevant for YOU?
PAGE 2427 Feb 2014
PAGE 25
Approach for Industry specific Analysis
Brand
30%
Consumer
30%
Product &
Marketing
30%
INNOVATION 10%
27 Feb 2014
PAGE 26
Approach for Industry specific Analysis
1. Key Topic Of discussion
2. Engagement Rate /Reach
3. Facebook/Twitter Page Analysis
4. Key Influencing sites
Any New Innovation done within the industry or the brandLoyalty Switchers Advocates
Product/Service issues
Sentiment Score
Top Influencers
Persona Analysis
Buzz Analysis
Source Analysis
Competitive Analysis
Big Emerging & Neutral
Marketing &
Product
VOC
Voice of
Customer
Brand
Innovation
27 Feb 2014
Example – Banking
PAGE 2727 Feb 2014
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Social Insights Methodology
STEP 1: SELECT
CRITERIA FOR THE
STUDY
STEP 2: INDUSTRY
SEGMENTATION &
CATEGORIZATION,
DEMOGRAPHIC
BIFURCATION - AGE,
GENDER etc.
STEP 3: CATEGORY & SUB
CATEGORY WISE
SENTIMENT
Insurance
Banking
Mutual Funds
Stocks
Others
1.CATEGORYa. SUBCATEGORY
+ve-veNeutral
KEY INSIGHTS
INDUSTRY - BFSI
GEO - INDIA
DURATION - 1st-31st Jan,2014
SOURCES – Twitter, Blogs,
Forums, News & other Social Media Channels
27 Feb 2014
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Social Insights for Financial Sector
31%
28%
22%
12%
7%
Stocks Mutual Funds Insurance Banking Others
31%
28%
22%
12%
7%
Stocks Mutual Funds Insurance Banking Others
31%
28%
22%
12%
7%
Stocks Mutual Funds Insurance Banking Others
31%
28%
22%
12%
7%
Stocks Mutual Funds Insurance Banking Others
31%
28%
22%
12%
7%
Stocks Mutual Funds Insurance Banking Others
31%
28%
22%
12%
7%
Stocks Mutual Funds Insurance Banking OthersInsurance related discussions are mostly
either a promotional call complain, or an
enquiry, or a claims settlement related
discussion
Includes discussion around NSC, Post Office Savings, Bonds, VC,
Lottery, Lucky Draw, Angel Investors
Inclusive of discussions related to Indian banking
system, CASA a/c opening & promotions, IBPS,
Credit Cards & Loans
Captured various conversation around
stock quotes, exchange market
conditions, experts tips & bullish market
trends & forecasts
Buzz related to MF’s, growth rate, SIP’s
MF agents, policies & regulations, lock-in
periods & return on investments
27 Feb 2014
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Social Insights for Financial Sector
22% 21%
26%
10%
15%
9%
27%
24%26%
21%
29%
26%
20%
12%13%
< 30 > 30 & < 40 > 40
Insurance Banking MF Stocks Others
22% 21%
26%
10%
15%
9%
27%
24%26%
21%
29%
26%
20%
12%13%
< 30 > 30 & < 40 > 40
Insurance Banking MF Stocks Others
27 Feb 2014
PAGE 31
Social Insights for Financial Sector
Now, let’s look at BFSI as an overview
(all age groups) & bifurcate the
categories into sub- segments to drill
down further
Others105
Stocks465
Mutual Funds 420
Banking 180
Insurance
330
27 Feb 2014
25 July 2013 PAGE 32
Social Insights for Financial Sector
Others
105
Stocks
N 465
Mutual Funds
N 420
Banking
180
Insurance
330
Investment: Insurance as investment
options
Money : money worth options/
monetary value for insurance segment
Tax : Insurance as Tax saving option
General : Vehicle insurance chatter
Policy/Claims : Insurance chatter
around claims & policies (Life/Health
Insurance were major chatter for claims)
Life : Insurance chatter around life
insurance
Health : Insurance chatter around
health insurance
Investment24%
Money17%
Tax16%
General16%
Policy/Claims10%
Life 10%
Health7%
27 February 2013 PAGE 33
Social Insights for Financial Sector
17%32% 35%
21%14% 14% 17%
3%
9% 7%
13%15% 15% 5%
80%
59% 58%66% 71% 71%
78%
Stocks31%
Mutual Funds
28%
Insurance22%
Banking12%
Others7%
Around 20% of people discussing about insurance finds insurance as a investment instrument, Most of their
discussion were related to insurance investment & returns
14% of the total people discussing about insurance were actually investing or enquiring about insurance
investment because of tax saving benefits
General insurance related discussions were basically claims settlement related and new policy enquiry
Policy & Claims related discussions were mostly complains & settlement related issue, Almost all the comments
observed referred policies as complicated rules & regulations
7%16% 20% 18% 23%3%
17% 8% 9% 5%
90%
67% 72% 73% 72%
Stocks Mutual Funds Insurance Banking Others
Positive Negative Neutral
27 February 2013 PAGE 34
Social Insights for Financial Sector
26%
19%36%
15%
4%
ICICI Bank HDFC Bank SBI Bank Axis Bank BOB
26%
19%36%
15%
4%
ICICI Bank HDFC Bank SBI Bank Axis Bank BOB
26%
19%36%
15%
4%
ICICI Bank HDFC Bank SBI Bank Axis Bank BOB
26%
19%36%
15%
4%
ICICI Bank HDFC Bank SBI Bank Axis Bank BOB
26%
19%36%
15%
4%
ICICI Bank HDFC Bank SBI Bank Axis Bank BOBKey Findings:
Indian banking still levy stiff paper-works
right from ac opening to monetary
transactions
Many buyers complains were observed
stating no clue about loss of money in
online payment
In the era of E-commerce banking still
requires complicated formalities for
online monetary transactions
ATM withdrawal are still not free, many
people expressed their grievances as
they donate several amount of money
from their salaried ac only for drawing
money from ATM
Indian banking has to be more advance to convene the
smooth & easy flow of money across the nation (especially
small town wherein A cities can transfer funds to B Towns
families without much paper work)
27 February 2013 PAGE 35
Social Insights for Financial Sector
Discussions pertaining to various types of Insurance investment, claims
settlement related, tax saving benefits, experts suggestions & advice
Investment : Around 2 in 10 people discussing about Insurance were enquiring about various insurance policies from a secured investment standpoint
Money : Adviser & Experts were suggesting various tips to save money through different insurance plans
Tax : Tax saving policies, and various taxation conventions for insured investments on surrender before maturity were most discussed topics
General Insurance : Top buzz were around SBI General Insurance recruitment, general insurance promotions & various vehicle insurance plans
Policy/Claims : 1 out of every 10 people discussing about insurance were either enquiring, suggesting or complaining about claims settlement & maturity. Mostly vehicle/ health insurance related claims saw a major –ve chatter as people sign up insurances without reading the terms & conditions
Life Insurance : Majority of people discussing about life insurance policies, maturity & claims enquiries were above 40 age group
Health Insurance : Most of the health insurance insured were unhappy with un-settled claims & hidden policies
Closing Tips
PAGE 3627 Feb 2014
PAGE 37
Social Media
data is really
BIG and it is
growing every
second
#1
27 Feb 2014
PAGE 38
One size does
not fit all
industries
#2
27 Feb 2014
PAGE 39
Listen to the
consumer and
not only to the
brand mentions
#327 Feb 2014
PAGE 40
Integrate
social insights
with your
business use
cases
#4
27 Feb 2014
Lucky Draw
** 10% Discount Voucher**
PAGE 4227 Feb 2014
Thank You Ashok!
PAGE 43
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27 Feb 2014