April 21, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
March 31, 2015March 31st, 2015 12pm ET/ 9am PT The more progressive employers no longer block social media sites on their employees’ work computers. Organiza...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Mar 15 Posted 3 years ago
Taking your comment about MS Access/Excel on setup further and it might be obvious. Use macro's and/or queries to manipulate data sets and into actional reports that you can provide clients directly. Downloads of csv's and then databases that churn high qualities of data against KPI can be really really revealing. In many cases unless were looking at data at a granual level we will "miss" it in dashboard reports. For example a 60 point increase and a 50 point decrease only equate to a 10 point moment at the top line, but can be very very very important to see somewhere. Thanks for the write-up Barry! @dock29
Mar 11 Posted 3 years ago
Thanks for the input Evelyn.
I'm going to answer from an enterprise perspective: I believe the biggest criteria for my own dashboard projects are my 'secret sauce' business indicators. Most existing social dashboards focus on increasing followers, a bit of engagement, or a sales/e-commerce conversion.
These are all nice for different reasons... but the biggest ROI for most businesses hides in some high level partnership such as enterprise sales or within a cost efficiency to something they are doing. These larger business drivers are usually closely held strategies and most mid-management personnel don't have a real idea around where the next million or billion dollar strategic goal is.
If you look at 99% of the current social media dashboard market, you can quickly see that they are designed to address fairly simple marketing/PR scenarios and have almost no value add to convincing exeutive leadership to focus on the initiatives that really matter.
If you haven't integrated your social media dashbaords with elements you mentioned (market trends, demographics, economic conditions, etc), then you are probably looking at an entirely faulty set of measurements.
Mar 10 Posted 3 years ago
Barry, your post made me miss Excel pivot table.
It is a matter of micro vs. macro, and I still think the data social media monitoring tools capture is somewhat micro.
It is important to know how customer talk about your brand, but social media doesn't have a way to predict what is going to happen based on millions of things, i.e market trneds, economy...etc. I want to know if you were to create your own dashboard, what criteria will you be looking at to make your social data more practical.
Great post by the way, enjoy reading it.
Mar 10 Posted 3 years ago
Thanks for sharing your thoughts and tools. I think we all like to hear what the other person is using. Wish there was an all in one mega version for social media. Always too many windows open. Good article.