January 20, 2013

Is Social Listening Overrated? Social listening, once a new amazing vector into the public psyche, has become a standard tool for brands and online marketers. But it has yet to truly become the radar, the barometer or the Rorschach test of popular sentiment. Instead it’s a tool set in search of refinement and a new mission which includes the need to leverage machine learning and automate a labor intense process to yield deep insights into consumer attitudes, behavior or sensibilities. Ardath Albee asked recently if social listening is a waste of time by wondering about “the veracity of people’s behavior and their expressed sentiment.” Arguing, “we generally have no context to interpret why a person posts what they post, “ she hints that the dynamic act of posting and tweeting itself may have developed behaviors or conventions that obscure rather than illuminate the conversation. Today’s social listening tools scrape every piece of social data they can find and score sentiment based word proximity. Crude algorithms don’t fully account for idioms and dismiss popular slang. Most tools return bell curve results; small numbers of positive and negative sentiment and huge amounts of neutral (non-score able) sentiment. This becomes the starting point for human analysts digging into the posts, tweets, comments and chats to find out what’s really being said about brands. Many tools pretend to reveal key social media influencers. Most count the volume of posts or the number of friends or followers or both to designate individuals as “influencers.. But absent a consensus on counting or weighing volume, the data is meaningless. Volume and influence are two totally different concepts. The mouth reaching the most ears or blabbing more often may not be the most persuasive and visa versa. And since none of these tools can legitimately track downstream activity nor can they penetrate closed systems (e.g. Facebook) where influence is accumulated and wielded, it’s a misnomer. In this imperfect and evolving arena, there are 4 principle challenges for Social Listening 2.0. Bot or Not. We have to develop a methodology for identifying real people and counting them differently from spam bots. Idioms. English, and every other language, is loaded with slang words and idiomatic expressions. We need to build connected look-up tables of the most common idioms and words to get a better picture of sentiment. The database technology and the etymological compilations already exist. It will be interesting to see who mashes them up with existing tool sets first. Social Conventions. A sense of what is accepted and expected and clear no-nos are emerging in the social media world. When Facebook first took off there was considerable conversation about the etiquette of friending and un-friending. There are unarticulated givens about when and how its cool to post, tweet, share, retweet, shout out and criticize. We need to identify, articulate, validate and catalogue them and then study large numbers of conversations and topical threads to gauge the role of these beliefs and conventions in skewing our understanding of what’s being said. Some of this work has begun at MIT and among behavioral economists. Once we understand what these conventions are, we can see how they affect sentiment. We suspect there are a lot of reflexive responses and frequent pile-ons that might just be momentary reflexes not real or strong feelings. Similarly the desire to jump on a bandwagon that leads to social media momentum might be real emotion or just keeping up with or impressing your friends. We just can’t pick out instances of reflex activity from genuine popular movements, if such things really do exist. Personalities, the news cycle and current events frequently drive the conversation in ways that may or may not reflect real underlying sentiment and which, in some cases is ripe for manipulation. (Did anyone really care about Kim Kardashian’s bogus wedding?) Drawing a baseline on discrete issues and then calibrating subsequent conversations feels like the first way to understanding these phenomena. Defining Influence. Marketers prize individuals who truly influence the people around them. Most of us fantasize that if we can influence the influencers all our communications needs will be met efficiently and effectively. Trouble is, nobody can agree on the definition of an influencer that can be counted or measured by our social listening tool sets. Getting a working consensus hypothesis is step one. But it will require some thinking about reach by platform, volume across platforms, assessing sentiment, intensity of content, timing, relevance and virility over a fixed time frame. Its time for all of us...
3 UX Imperatives from David Bouley David Bouley is arguably one of the greatest American chefs. He is also a god when it comes to designing a user experience. Dining at his eponymous restaurant in the Tribeca neighborhood of Manhattan is not only a sensation for the pallet, it’s a lesson in consciously designing an experience to surprise and delight customers. Here’s what I learned: Target the Takeaway. Everything begins with what you want the customer to see, feel and take away. You can’t get where you’re going unless you have a very clear picture of where you want to end up. In Bouley’s case, he wants you to walk away feeling amazing. He will fill your mouth with tastes and sensations you haven’t had before. He’ll surround you with warmth, comfort and a sense of understated luxury that leaves you with the feeling that you are welcomed and belong in his restaurant. He’ll focus on you and your guests by providing a platform to share and converse. And he’ll send you into the night happy, satisfied and with provisions for breakfast. Bouley has built a loyal customer base by starting with the business objective in mind. Focus on Senses and Cadences. Most experiences have a beginning, a middle and an end. By carefully studying these, Bouley guides what you see, hear, smell, feel and taste. Nothing is left to chance. The entry way smells of warm apples. The room is warm and lit sensuously with a roaring winter fire. The chairs are extremely comfortable and the linens are crisp but not overly starched. The menu reflects seasonal tastes and locally available fresh seasonal ingredients. The people who greet you are formal but friendly. Every element is orchestrated to give you a feeling of belonging and to heighten your enjoyment in the moment. You are taken on a very subtle guided tour that engages your ability to process multiple inputs simultaneously. The food comes out at a pace that feels natural. You never wait too little or too long for any course. The staff watches closely to see when you pause, when you’re done and when you need more water, bread or wine. He leverages and improvises on consumer expectations. You expect a waiter; you get a team of them. You expect bread; you get a bread cart and a doting baker. You expect a drink, an appetizer, an entree and a dessert; you get that plus an array of unexpected tastes and mini-courses and conversation and explanations from the maître d’. God is in the Details. Consumers are influenced by initial impressions, comfortable design and intuitive navigation. The only way to deliver these experiences is to develop a laser-like focus on the details. Bouley thinks about ambient light, the feel of the napkins, the weight of the fish forks, the shape of the water and wine glasses and the mother-of-pearl box that the bill is presented in. The staff mentions some of these things and asks occasionally about them. You need to focus on where people look, what they expect to do and how we’ve trained them to scroll, to click or to download. Where you place the CTAs, how big they are, the color, the labels all make a disproportionate difference in perception and response. You need to get feedback as you design experiences; some from pixel tracking or metrics software, other from talking to your customers and testing your work with eye-tracking and guided task testing.

Danny Flamberg

I am a veteran marketing consultant working with leading and emerging brands

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