SPEAKER: ASHOK PATRO Co-Founder & COO of ThoughtBuzz Pte Ltd As Co-Founder and COO of ThoughtBuzz, a Singapore-based Social Media Monitoring & Analytics Company, Ashok has been involved in cloud-based product development in the social media space, specifically social media monitoring and turning BIG DATA into sensible insights for businesses. His expertise in Social Media Monitoring & Analytics has allowed him to help many brands and businesses craft their Digital Strategies and derive actionable insights through Social Media Listening. TOPIC BRIEF : What is BIG DATA? Is it just another buzz word or a defining moment in digital history? Mr. Ashok Patro shared how BIG DATA can enable new tactics, strategies and business models. The past session explored how businesses can establish and exploit real time data analysis and intelligence. Want to understand the power of social media data and insights, and how you can make these data relevant to your industry and brand? Talk to us: http://www.thoughtbuzz.net/contact.php

1. 27 Feb 2014
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Opening Note

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PAGE 327 Feb 2014

4. Objectives
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5. Making Social BIG Data
Relevant for YOU!
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6. PAGE 6
Speaker: ASHOK PATRO
27 Feb 2014

7. PAGE 7
SOCIAL BIG DATA
ANALYTICS
27 Feb 2014

8. Interesting Facts
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9. PAGE 9
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

10. PAGE 10
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

11. PAGE 11
Social Media Data: How big it is?
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12. PAGE 12
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

13. PAGE 13
Market research can no longer predict what consumers will like, but SOCIAL MEDIA
DATA does!!!
EMPOWER ACTION
with Social Media Data
Consumers are in
CONTROL
Social 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
campaigns
Strategize Brand Buzz
Identify buying patters
Social Media Content
Acquire customers
Online Reputation
Management
What can
you finally
do?
We know what “we” want
Social Media Data: the Enabler
27 Feb 2014

14. Social Media
for Industries
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15. PAGE 15
One size fits all?
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16. PAGE 16
How is Social Media different for each
Industry
Customer Industry
27 Feb 2014

17. Examples - Banking
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18. PAGE 18
BFSI - Key Age Groups (India)
Less than 30 Years
30-40 Years
Greater 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 observed
24% of the observed
27 Feb 2014

19. BFSI – Gender Analysis (India)
Males were almost 2 times more active than females in
posting BFSI related queries & suggestions
67% 33%
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20. Examples - Food
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21. PAGE 21
Why do we talk about food?
27 Feb 2014

22. PAGE 22
What type of food we talk about?
27 Feb 2014

23. PAGE 23
Where & when do we talk food?
27 Feb 2014

24. How to Make Social Media
Data Relevant for YOU?
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25. PAGE 25
Approach for Industry specific Analysis
Brand
30%
Consumer
30%
Product &
Marketing
30%
INNOVATION 10%
27 Feb 2014

26. 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

27. Example – Banking
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28. PAGE 28
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.CATEGORY
a. SUBCATEGORY
+ve
-ve
Neutral
KEY INSIGHTS
INDUSTRY - BFSI
GEO - INDIA
DURATION - 1st-31st Jan,2014
SOURCES – Twitter, Blogs,
Forums, News & other Social
Media Channels
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29. PAGE 29
Social Insights for Financial Sector
31%
28%
22%
12%
7%
Stocks Mutual Funds Insurance Banking Others
28%
tual Funds Insurance Banking Others
22%
Stocks Mutual Funds
28%
ds Insurance Banking Others
3
28%
22%
12%
7%
Stocks Mutual Funds Insurance
31%
28%
22%
12%
7%
Mutual Funds Insurance Banking Others
Insurance 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

30. PAGE 30
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
10%
15%
9%
12%
13%
< 30 > 30 & < 40 > 40
Insurance Banking MF Stocks Others
27 Feb 2014

31. 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
Others
105
Stocks
465
Mutual
Funds
420
Banking
180
Insurance
330
27 Feb 2014

32. 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
Investment
24%
Money
17%
Tax
16%
General
16%
Policy/Claims
10%
Life
10%
Health
7%

33. 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%
Stocks
31%
Mutual
Funds
28%
Insurance
22%
Banking
12%
Others
7%
 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%
Stocks Mutual Funds Insurance Banking Others
Positive Negative Neutral

34. 27 February 2013 PAGE 34
Social Insights for Financial Sector
26%
19%
36%
15%
4%
CICI Bank HDFC Bank SBI Bank AxisBank BOB
19%
36%
ICICI Bank HDFC Bank SBI Bank AxisBank BOB
26%
19%
36%
15%
4%
ICICI Bank HDFC Bank SBI Bank AxisBank BOB
26%
19%
4%
ank SBI Bank AxisBank BOB
19%
nk AxisBank BOB
Key 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)

35. 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

36. Closing Tips
PAGE 3627 Feb 2014

37. PAGE 37
Social Media
data is really
BIG and it is
growing every
second
#1
27 Feb 2014

38. PAGE 38
One size does
not fit all
industries
#2
27 Feb 2014

39. PAGE 39
Listen to the
consumer and
not only to the
brand mentions
#3
27 Feb 2014

40. PAGE 40
Integrate
social insights
with your
business use
cases
#4
27 Feb 2014

41. QUESTIONS?
Ashok Patro
[E] ashok.patro@thoughtbuzz.net
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42. Lucky Draw
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43. Thank You Ashok!
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