Social Intelligence Case Studies: A sampling of our work

1. Social Intelligence Case Studies:A sampling of our work

2. Social Intelligence Division • Supporting brands via social data • Providing listening and analytics tools • Delivering insight reports • Supporting social media innovation

3. SDL believes it shouldn’t be a risk to chose a social tool vendor • Working with data for 20 years • Use our own tools to deliver social insight reports • Understand the value of social data across a whole brand • Recognise the support required to achieve effective monitoring

4. How we leverage social data for our clients – a case study analyzing social media best practices Give fans a peek behind the scenes Leverage Nostalgia The Need “How do we take a 90s band and make them relevant in the social media era?” • Create messaging and social media engagement strategies that play on the key themes associated with Soundgarden • Understand how 4 competitive bands use social media and determine the “best in class” social media practices for comeback bands. VS. Our Approach • Leverage social media and messaging to understand: • The social volumes and sentiment surrounding each band • Best in class social media analysis • Soundgarden theme analysis The Outcomes √ • Nostalgia is a major factor in “comeback” band adoption. Bands that played on this nostalgia in their music and their online messaging, were successful • Fans look to social media to get a “behind the scenes” peek at the band. Soundgarden should post exclusive videos/photos, conduct live Q&A sessions, and consider doing a comeback documentary √ √ Constant fan page interaction

5. How we leverage social data for our clients – a case study on defining best practices for cloud service outages The Need “It would be nice to be able to analyze the social media on recent issues that plague cloud service providers… …and come up with a best-practice on what to do – or what not to do”. Definea best-practices approach to mitigate impacts from a cloud outage… Before it happens. Our Approach Identify and analyze a spate of recent cloud outages and their associated responses to their customers – and their relative success rates. The Outcomes “Office 365 outage: This cloud has a silver lining” “Is it possible that Microsoft's doing something right?” - • Owning up to the problem with an upfront communication and keeping updates coming through multiple channels ensures a quick recovery. • An action plan was put into place and when the issue happened to our client, the damage was minimal – and even surprising.

6. How we leverage social data for our clients – a case study on understanding customer journeys and optimizing messaging The Need 3 “Can we maximize continued formula usage and also support new market expansion efforts?” Understand customer journeys, attitudes, and obstacles as it relates to feeding formula to pre-term infants in order to maximize market share and support expansion into new markets. VS. Our Approach • Leverage social media and messaging to understand: • The online ecosystem • The journey taken and The Outcomes • Across markets, maternalGUILT is the #1 emotional obstacle formula sellers need to overcome through messaging. • Identified key influencers and influencer channels along the way • Develop personas to target with messaging in existing and new markets

7. Contact Us: Tweet: @SDLsocial Phone: +44 1179 703200 Email: Social.Info@SDL.com