Our social media research expert Sourabh Sharma was invited to give a webinar by the Marketing Research Association (MRA) on how to make social media research actionable
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MRA Webinar on Social Media Research: Chocolate Covered Conversations
1. expect great answers
Chocolate Covered Conversations
Social Media Research Made Actionable
Sourabh Sharma
Social Media Research Expert
@sssourabh
@skimgroup
3. About SKIM
Cutting-edge research agency since 1979 and committed to
providing great answers in marketing
Acknowledged strategic partner in
pricing, communications, portfolio management and social media
research
Serving clients in consumer goods, including personal care, foods
and cosmetics, alongside healthcare, consumer health, telecom
and finance
New York | San Francisco | Rotterdam | Geneva | London
3
4. 90% of people trust online peer
Over 30% of the world’s
recommendations
population is under 30.
(delivered by 3 billion search 96% of them are active
queries) on a social network.
Only 14% trust advertisements
Wikipedia has over 15 million
articles…studies show it’s more accurate
than Encyclopedia Britannica
78% of these articles are non-English
4
5. 90% of people trust online peer
Over 30% of the world’s
recommendations
population is under 30.
(delivered by 3 billion search 96% of them are active
queries)
The unbiased social media context is a
Only 14% trust advertisements
on a social network.
valuable source of information.
It WILL influence brand marketing decisions.
Wikipedia has over 15 million
articles…studies show it’s more accurate
than Encyclopedia Britannica
78% of these articles are non-English
5
7. Choice modeling
Ethnography
Focus group
In depth interview
Social Media Research
Product testing
Quantitative surveys
Qualitative interviews Listen
7
8. Social Social
Classic Media Media
Research Monitoring Research
8
9. “Marketers and researchers
strive to uncover the most
current and candid thoughts
of consumers… social
media makes that possible
like never before”
… but with power comes responsibility
9
11. 90% of people trust online peer
Over 30% of the world’s
The unbiased social media context is a
recommendations
population is under 30.
(delivered by 3 billion search
96% of them are active
valuable sourcesocial network.
on a of information.
queries)
Only 14% trust advertisements
It WILL influence brand marketing decisions.
Wikipedia has over 15 million
articles…studies show it’s more accurate
You MUST capitalize on this.
than Encyclopedia Britannica
78% of these articles are non-English
11
16. “I‟m
celebrating my
18th birthday in
Times
Square!”
Publicly available IP tracking Allusion to demographics
demographic data geographic data in verbatims
16
18. 1. Design Study
Specification of products /
brands / key words and
themes
Receive: Listen:
• Brands • Author
• Categories • Date
• Themes • Location
• Ideas • Hashtags
• Objectives • Context
• etc. • Emotions
• Personality
• etc.
18
19. 2. Fieldwork
sssourabh
misty new york morning
and I had to still walk to
work. luckily I had my
snickers!! #yum #love
25 minutes ago
Getting ready for our
#socialmedia #webinar!
1 hour ago
19
20. 2. Fieldwork
• Very Positive
Consumer • Words
• Positive • Emoticons
• Location
• Neutral • Associations
• Demographics
• Negative
• Psycographics
• Very Negative
• Usage context
• Decision making
Sentiment Emotions
20
21. 3. Customized analysis and
output Campaign
effectiveness
Innovation and Competitive
ideation comparisons
Social Media
Research
Netnography
Find product
and
flaws quickly
psychographics
Supplement
traditional
research
21
22. Competitive Consumer
Landscape Persona
Actionable
Recommendations
Perceived Platform
Brand Identity Effectiveness
your chocolate your fans your strategy
22
23. Competitive Consumer
Landscape Persona Actionable
Perceived Brand Platform Recommendations
Identity Effectiveness
your chocolate your fans your strategy
Social media research goes beyond
monitoring
24. Hershey’s
packaging for
70
KitKat squirrels Valentines
% of Conversations that are Positive
Hershey’s “Have a break” special
60 Halloween commercial
special edition
50
40
30
20 Snickers Negativity towards
used as “too KitKat “chunky”
10 much sugar” Anger over Twix product
benchmark commercial
0 Time
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug
Snickers Hersheys Butterfinger KitKat Toblerone Twix
24
25. Competitive Consumer
Landscape Persona Actionable
Perceived Brand Platform Recommendations
Identity Effectiveness
your chocolate your fans your strategy
Discern your brand‟s
competitive environment
26. Is volume (of Is monitoring for positive or
conversation) an negative conversations enough?
indicator of popularity?
Who are my key competitors
based on social media alone?
26
28. Toblerone
Increasing Passion
Butterfinger
KitKat
Hershey's
Twix Snickers
Increasing Positivity of Sentiment
Size of Bubble: Volume of conversations
Sentiment: Continuum of negative to positive perceptions/sentiment
Passion: Conversations that are extreme
28
29. Competitive Consumer
Landscape Persona Actionable
Perceived Brand Platform Recommendations
Identity Effectiveness
your chocolate your fans your strategy
Understand your perceived
competitive positioning
30. I am positioning my product as
___. Is this how it is perceived?
Are consumers identifying with my brand’s positioning?
Which competitors are
positioned like my brand?
30
32. Strategy: Satisfying Buzz: A candy, and a benchmark for
snack high sugar
McDonald's Fruit & Maple Oatmeal:
Healthier than an Egg McMuffin?
Examiner.com, Health Section, January 2011
“High fructose corn “What is healthier a Snickers
“Snickers satisfies. “I‟ve eaten “Feeling like such a syr-YUM-p – while I bar or a toast with butter like
Eat one snickers Snickers before fatty eating a certainly like 5 inches? They‟re both
before your big lift.” track practice!“ snickers” chocolate, I will mostly sugar and fat.
Forum comment Facebook user Facebook user always pick sour Neither is healthy.”
April 2011 April 2011 September 2010 candy over the Forum post
Snickers bar.” December 2010
Blogger
November 2010
32
33. Marketing Listening to
Brand Management Consumers
Management
“The Snickers Halloween
commercial is creepy.”
Twitter user
November 2010
“I wonder how they cast
people to be in a Snickers
commercial, do they just
drive by the Rescue Mission
& pick up some guys?”
Facebook user
November 2010
33
34. Competitive Consumer
Landscape Persona Actionable
Perceived Brand Platform Recommendations
Identity Effectiveness
your chocolate your fans your strategy
Delve into a consumer‟s subconscious for your
perceived online brand identity
35. There is just so much being said online.
How can I get my head around it?
How can I go deeper than the
surface of conversational themes?
35
36. Conscious and
subconscious
consumer
The way the brand makes
the consumer feel.
perceptions
Emotional
Plutchik’s primary emotions benefits
The desired efficacy
of a product.
Personality Functional
elements benefits
A human characteristic
used to describe the
brand.
Dr Jennifer Aaker
36
37. Functional
benefits Hersheys Snickers Toblerone Twix Kitkat Butterfinger
Taste (Savor)
New
Increasing order of importance by buzz
Strength
Looks Good (Sight)
Not too sweet Neutral
Sound Weakness
Price No mentions
Feels Good (Sensation)
Different
Scent
Increasing Volume of Buzz
37
38. Emotional
benefits Hersheys Snickers Toblerone Twix Kitkat Butterfinger
Appreciation
Increasing order of importance by buzz
Happiness
Strength
Anticipation
Surprise Neutral
Reputation Weakness
Trust No mentions
Energetic
Caring
Pride
Increasing Volume of Buzz
38
39. Personality
elements
Hersheys Snickers Twix KitKat Butterfinger Toblerone
Funny
Generosity
Increasing order of importance by buzz
Kindness
Conscientiousness Strength
Intelligence
Neutral
Honesty
Fashionable Weakness
Creativity No mentions
Exciting
Sexy
Agreeableness
Determination
Courage
Mysterious
Increasing Volume of Buzz
39
40. Appreciation symbolizes gratefulness…
“That stack of Hershey‟s “The last time I recall
bars is calling my name! eating a Hershey‟s
Thank you Hershey‟s! “ bar, it tasted dreadful.”
Blogger Google Buzz user
November 2010 July 2011
“Thanks to “I open the wrapper and I‟m immediately
Hershey‟s, I‟m feeling greeted by a smell of vomit. I take a bit
better.“ and it TASTES like vomit.”
Facebook user Noseeker Forum post
December 2010 June 2011
“Just had three mini Hershey‟s. “Hershey‟s chocolate is gross. Milk
Thanks for the motivation!.“ chocolate bars are gritty and taste weird.”
Twitter user Yelp! Review
December 2010 March 2011
… but lack of humor and poor taste perceptions lower happiness
40
41. Trust builds a solid reputation and evokes surprise…
“To my secret admirer, if you‟d
like to give me chocolates, I‟d “Those mini snickers bars are just not big
like a box of mini Snickers enough. I‟m still hungry!”
please. Thank you!“ Product review comment
Facebook user October 2010
February 2011
“Got mini Snickers bars &
“God bless you for buying there was no information for
Snickers last night. They are eyesight issues.”
really doing the trick.“ Facebook user
Twitter user February 2011
February 2011
“One day the store was giving out
chocolate, and on another they were
“Snickers… the best decision of
giving away Twizzlers … because of that
my life! I firmly believe this!“
the store sold fewer Snickers bars.”
Facebook user
Forum Comment
March 2011
August 2011
… but low generosity and sizes are not preferred
41
42. Competitive Consumer
Landscape Persona Actionable
Perceived Brand Platform Recommendations
Identity Effectiveness
your chocolate your fans your strategy
Identify your
online consumers
42
43. Who is talking about me online?
Can I identify anything about
shopping behavior?
What is the best social media
platform for my marketing
team to focus on?
43
46. They purchase it
in grocery or Their children
They talk mass retailers eat it in school
mostly on blogs
(US) It is mainly
eaten by their
men or their
children
Young and middle
aged women talk They eat it at home
about on holidays and
They talk often on other occasions
Twitter (Brazil)
46
47. They purchase it at fast food
joints or vending machines
Guys between 18 -
35 talk about
Snickers
It is for them or
their friends
They eat it
during work
They talk mostly on
Facebook
47
48. Competitive Consumer
Landscape Persona Actionable
Perceived Brand Platform Recommendations
Identity Effectiveness
your chocolate your fans your strategy
Social media allows you to develop
actionable recommendations
48
51. A sleek, stylish and
conscientious
chocolate
triggers
bar, Hershey‟s
guarantees your true
appreciation and
drives
anticipation, especial
ly around the holiday
seasons.
51
52. A no frills honest
nutty chocolate
triggers bar, Snickers‟ is
known for
generating surprise
with new flavors and
sizes that you can
trust for a solid taste.
52
53. Rebrand Sustain
Increasing Passion
Increasing Passion
Snickers
Hershey's
Reposition Revitalize
Increasing Positivity of Sentiment Increasing Positivity of Sentiment
53
54. development
Reposition (Recommunicate)
Revitalize
Utilize promotions or larger portions
Develop indulgent and taste driven
for generous associations, in
messaging, and introduce humor to
seasonally changing artwork as a new
evoke happiness.
look.
For the long run, develop tasty
Work on lowering sugar perceptions
seasonal flavors, given success in
through product development or
promotions over holidays.
emphasis of other nutrition (e.g. nuts).
54
58. Social media: an honest and „real-time‟ view of your brand.
Use It
Stand alone /
Concept Campaign
Netnography complementary
generation effectiveness
study
Ultimately, another way to understand those who matter most:
Your Consumers
58
59. Further reading
http://www.skimgroup.com/publication-socialmediaresearch-quirks
59
60. contact us or follow us online!
Sourabh Sharma
Social Media Research Expert
s.sharma@skimgroup.com
@sssourabh
@skimgroup
linkedin.com/ facebook.com/ twitter.com/ youtube.com/
skimgroup.com
company/skim skimgroup skimgroup skimvideos
Notas del editor
Online privacyBetrayal of age via conversationsLocation statistics
The selection of entries is triggered by Key words. In this case the word was Kit Kat. The other words mentioned in this entry, along with the twitter profile of this user, will trigger the categorization of this entry. The analysis of the categorization of a vast number of entries allowed us to analyze the context in which a brand like Kit Kat is mentioned along the period of one year. The data was cleaned by humans. While the attribution of an entry to a certain category is automated, the triggers of that category were defined by language specialists.
While volume share and interaction effects show competitors from a sales perspetive, the correlations based on sentiment offer a more consumer-rich benchmark for judging your brand’s true competitor.
Should we say here that this is what usually really falls under the ‘tracking”. And that a great way to use these data is to say you can use them for understanding competitive interactions (that would be more for the delivery, to go into the notes)
While volume share and interaction effects show competitors from a sales perspetive, the correlations based on sentiment offer a more consumer-rich benchmark for judging your brand’s true competitor.
Note that this framework is based on online conversations.Positivity of sentiment simply refers to a continuum of comments that are either positive or negative (like vs. dislike, etc.)Passion refers to the intensity of these comments (e.g. love vs. like)
Note that this framework is based on online conversations.Positivity of sentiment simply refers to a continuum of comments that are either positive or negative (like vs. dislike, etc.)Passion refers to the intensity of these comments (e.g. love vs. like)
While volume share and interaction effects show competitors from a sales perspetive, the correlations based on sentiment offer a more consumer-rich benchmark for judging your brand’s true competitor.
Snickers is mostly seen as a candy, despite their latest communication efforts trying to align the brand with the idea of a snack.
Besides brand management (successful sizing and line extensions), marketing management (promotions and pricing), buzz management is critical to modern marketing
Lower buzz brands are overall neutral, while Hershey’s and Snickers succeed with sight and new appeal, respectively
Snickers cannot afford to have a weakness in the top 3 Emotional benefits. Hersheys key promotional campaign is “Hershey’s is bliss” or “Hershey’s is happiness” in 2010 and 2011. Strangely, it scores as weak in our graph. Explanation? The communication materials are “activating” customers?
Generosity and Kindness are the two personality elements left to explore for the top 3 buzz brands. For Snickers, kindness just does not fit with what they want to communicate. For Hershey’s and Twix both areas are available.
Interesting to see that brands with a typical male sector direction, like snickers, are 50 / 50 when it comes to social media fans.
Need to refer to objectives and answer them.
The key elements from the brand identity that your brand owns are your “triggers”– in the sense that it has more mentions than expected and also that it does not share this elements as strengths with other brands.
The key elements from the brand identity that your brand owns are your “triggers”– in the sense that it has more mentions than expected and also that it does not share this elements as strengths with other brands.
Local brands in Brazil are more passionately spoken ofAcross countries, Hershey’s and Twix are polarized in perceptions, while KitKat is neutralAcross countries, social media data in the US is more negative, while in Brazil it is more positive for this categoryThe less Positive / Less Passionate quadrant is not ideal. Snickers is advised to drive up the positive conversations before incentivizing more passionate mentions.
A honest, trustworthy and reputable candy whose forte is simple and raw advertising. Snickers can generate surprise with new product launches and campaigns. The recommendation is that Snickers should lead the conversation online into the generous size of the product or try bigger packs. Use the honesty , reputation and trust characteristics to lead the communication in this market.
The analysis of your brand’s social media space can allow you to align and inspire your marketing management in order to leverage the potential of your campaigns to generate positive conversations and perceptions and respective offline growth.