Nguyen Hai Trieu / CEO trieunh@younetmedia.com 0913-674-095

1. Manage online reputation & market watch with:
SOCIAL LISTENING & MARKET INTELLIGENCE
Nguyen Hai Trieu / CEO
trieunh@younetmedia.com
0913-674-095

2. YouNet Group
2
Social
Media
Analytics
Enterpris
e Social
Intranet
Niche
Social
Network
Total social brand building & solution

3. YouNet Group: build social-enabled businesses
3
Build your
own social
network
2010
 Founded since 2010 with US & VN offices
 We help global communities & companies
build niche social network for branded
communities of target customers
 Had been #1 most perferred niche social
network solution in North America

4. YouNet Media
4
Listen – Understand – Engage & Convert
Social Customer
 Founded in 2013
 Listen – monitor and analyze all Vietnam social
media & news
 Help companies & organizations in managing
online reputation, understand target customers
feedbacks, engage and build brand love with
Social Customer Care & Social CRM

5. YouNet Social Intranet
5
2014
 Founded in 2014
 Gold partner of Bitrix24 solution
 Help companies & organizations in building
Internal communication & collaboration solution
(SOCIAL INTRANET) which increase sifgnificantly
effectiveness of Organization Team Collaboration,
Workflow processes…

6. YouNet Media
6
With SocialHeat, the only true real-time and comprehensive SOCIAL MEDIA LISTENING platform specialized in
Vietnamese analytics, YouNet Media helps Brands, Agencies and Organizations to get instant Brand health, Marketing
effectiveness, Target Consumer insight & Trend to win brand love and boost sales. Moreover, Social Customer Care
allows brands find and engage with target customer to solve crisis, complaints and build social CRM.
Reputation
Monitoring
Social Media
Research
Marketing
Measuremen
t
Social
Customer
Care & CRM
Social Media Research: Category
competitive analysis & consumers insights.
Best fit for:
1) New business launch
2) Marketing strategic planning
Always-on Brand Tracking
1) Crisis prevention
2) Periodical Brand audit report
Engage, Manage & convert
customers from social media
Analyse category trends
Track and measure campaign
effectiveness & brand
resonance.
Recommend Contents &
Channels.
1
2
3
4

7. YouNet Media key people
7
We service our clients by Technology & Marketing veterans and highly qualified research experts.
Nguyen Hai Trieu
CEO / co-founder
17 years in Internet & marketing business
MBA (Hawaii, USA)
MS of Computer Science (HUT)
Former co-founder, CEO/COO of Internet
marketing, search engine, social
networks.
Quan Thanh Tho
R&D Director
PhD. Computer Science
(Nanyang Technological University, Singapore)
Head of Computer Engineering Department,
University of Technology, HCMC
Expert in Natural Language Processing
research & development
Bachelor of Business (Finland)
4-year Research expert
(Acorn, OgilvyOne)
Thai Thuy Nga
Research Team Leader
FTU Bachelor
4-year Social Media
Marketing & Analysis
Mai Cam Linh
Social Media Team Leader

8. 8
From INSIGHT to ACTION
Listening Understand Engaging Converting
Social Monitoring + Command Center
 Reputation Monitoring & Alert
 Customers Trends detection & report (products,
categories)
 Competitors monitoring (marketing, customers feedback)
SocialHeat helps BRANDS not just understand brand & customer insight from Social Media, but also
engage/store/analyze the customers leads base, identify potential customers for long-term conversion to sales & loyalty.
Social Customer Care & Social CRM:
 Listen & solve complaints or questions
 Forums & social seeding/spreading
 Track & analyze customers in Social CRM, Categories
(KOLs, Fans, Anti-fans, Neutral users)

9. 9
With SocialHeat, the only true real-time and comprehensive Social Media Listening platform
specialized in Vietnamese language analysis which collects & evaluates online news & customers
discussions to measure brand health, marketing effectiveness, marketing insights and consumer trend
as well as directly create conversations & managing potential customers to build brand image & brand
loyalty.
Sentiment
Rating
Data
Minin
g
 1,050,000 Facebook pages & groups (Vietnam)
 9.7 milliion Facebook pages (Global)
 200K Youtube channels
 1,000 news, forums, blogs, reviews, e-commerce sites
 Brands Insight
 Consumers Insight
 Product Innovation
 Marketing Measurement
 Social Trends
Largest
Data
Sources

10. 10
Automatic
Automatic
Search for new sources,
categorize feedbacks,
measure enagement…
Largest data pool
1.05M fanpage & groups
Facebook
250K Youtube channels
1,000 forums, news…
Automatic Sentiment
Rating
(customer feedback &
emotional connection
to brands)
Real-time update
Within 5mins –
maximum 1 hour
(all sources)
Our best-in-class Social Monitoring platform are fully automatic in searching, collecting and analyzing customer
feedback, perception & emotional connection to your brands at the maximum delay of 30-60 minutes which allow
brands to have INSTANT WATCH of brand health and competitors’ marketing moves.

11. 11
SOCIAL MEDIA RESEARCH
 Category Research:
 Brands & Consumers U&A
 Target Audience (TA) Trends Research
 Social Trends Research

12. 12
SocialHeat is the most comprehensive real-time collection & analytic platform for “Consumers conversations” on all
Social Media Channels in Vietnamese.
By defining keywords relevant to the category, Our Researchers will extract and build a relevent set of data (based
on time period, audience demographics and geographics), categorize, score and do analysis for brands evaluation,
U&A, marketing measurements and sociatrend report.
Sentiment
Rating
Data
Categoriz
ation
 Brands Insight
 Consumers Insight
 Product Innovation
 Marketing Measurement
 Social Trends
Research Methodology: Social Listening
Largest Social
Data Sources
Of VIETNAM
Vietnam Social Media:
1,050,000 Facebook fanpages & groups
23M Facebook profiles
250,000 Youtube channels
1000 Online news, forums, review, Q&A, Retail sites
10,000 personal blogs

13. Process of Social Media Research
13
Data Pool
Verifying
Data &
Sources
Classifying
data
Quality
Control
Reporting
• Create Data Pool
with KEYWORDS:
related to Power
Milk, Moms usage &
behaviors, Milk
brands
Verify Audience Profiles (exclude
irrelevant audiences: Seeders,
Male….)
Review & classify all mentions
Mark appropriate tag & attribute to the
crawled data according to our
objectives:
• Brand perference
• U&A
• Purchase Drivers & Barriers
• Loyalty/Adocacy drivers
Statistics data analyzed by
qualified Social Media
Researchers to provide
insightful report about
defined objectives:
• Valid data is
double-checked
by QC team to
ensure the quality
of data
Steps to create data – verify – scoring and reporting based on Social Data.

14. Customer Decision Journey Research
14
Social Listening gives TIMELY & INSIGHTFUL assessment of key drivers of Brand Choice, Loyalty or Dissatisfaction
PURCHASE DRIVERS
brand preference,
product quality,
customer service, Advocacy…
Dissatisfaction Drivers,
Barriers
(product quality, price, benefits,
Brand)
CHANNELS & INFLUENCERS
(Where, Who)
Key ADVOCACY
Factors?
(product quality, price, benefits,
Brand)
Dissatisfaction
DISCUSSION TOPICS
Most interested topics (parenting,
baby care, baby nutrition..)

15. 15
SocialHeat also classifies insight by audience profile groups in Facebook for more in-depth REGION-BASED insight
analysis.
Audience Profiling Analysis  unique capability of YouNet Media
By region:
Customer insight can be deep dive by locations (North,
South of Vietnam) for better understanding of regional
audience behaviors.
Brand attitude
Category behaviors, hobbies,
habits

16. Auto categorization of customer feedbacks
16
 Automatically categorize Customer Feedbacks into pre-defined BRAND PREFEENCE and PURCHASE JOURNEY .
 Data Research team will then verify the scoring & encode to ensure 100% relevancy and quality.
24.5%
23.5%
16.2%
12.3%
6.9%
5.9%
4.9%
2.5%
2.5%
1.0%
Brain development
Better digestion
Nutrient
Taste easy to drink
Enhancing…
Height…
Weight…
Not causing body…
Price
Promotion
Example category: Power Milk
25
10
120
370
230
DissatisfiedRecommend
NOT to buy
AdvocacyPurchase/Likely
To Buy
Consideration
Customer Purchase Journey (on Social)

17. Customer feedbacks & Influencers
17
 Automatic classify customer feedbacks into categories, for strength & weaknesses.
 Identify KOLs related to the conversions.
Crisis
Alert
1. Media (báo chí, truyền thông, blogger…)
2. Social influencers (người ảnh hưởng XH
chung):
3. Industry influencers:
 E-commerce/Internet
 Marketing
 Technology
 Entertainment
7%
5%
15%
10%
12%
8%
10%
30%
58%
35%
5%
50%
45%
17%
28%
15%
0% 20% 40% 60% 80% 100%
Reputation
Personal Financial…
Corporate Financial…
Customer Service
Banking fees
Internet Banking…
Staff
ATM & office…
Neutral
Negative
Positive
1. Alert when post từ Influencers
2. Categorize users: Influencers &
Users
3. See history of users’ discussions
Example category: Banking

18. Identify Social Influencers
18
By automatic ranking of “influence score” based on true Post Engagement of all users, SocialHeat show ranking of
users have the most influential to the community.
TOP USERS by MENTIONS TOP USERS by TOTAL ENGAGEMENT

19. TRENDS RESSEARCH: How to identify trends
19
A trend is confirmed when:
1) It creates high and peak volume of discussions and sharing on Social Media (from qualified sources), AND
2) Starting to create increasing voluem of SEARCH volume (from GOOGLE).
Keyword: “collagen giảm cân”
Trend Type: Health & Beauty
SEARCH TREND:
Starting to increase search
Conversation Volume:
Increasing volume in WEEKLY
period in Forums, Facebook and
news

20. How a trend is discovered & confirmed?
20
Beside the volume, Trend verfication will be done in final step by filtering trustworthy sources to avoid noise from other
channels.
Category: “beauty and health”
480,000
278,000
240,000
198,000
145,000135,000
112,000
85,000 74,000
-
100,000
200,000
300,000
400,000
500,000
600,000
Trend candidates: VOLUME OF DISCUSSIONS
8,473
7,483
5,830
4,726
3,742
2,743
1,840
1,202
904
- 2,000 4,000 6,000 8,000 10,000
Tinhte.vn
Webtretho.com
Lamchame.com
Đẹp mỗi ngày
Vnexpress.net
Android Store VN
Functional food
Elle Fashion
Vietnam Fashionshow
Example: top ranking trust sources

21. 21
REPUTATION MONITORING
COMPETITORS REPORT
Social Monitoring + Command Center
 Reputation Monitoring & Alert
 Customers Trends detection & report (products, categories)
 Competitors monitoring (marketing, customers feedback)

22. 22
SMCC provides real-time tracking & analysis dashboard espcially designed for TV screens, with multiple
persepectives into Online Share of Voice, Brand Health, Discussions/News, Users’ Profiles and Location … best-
fit-for managing consumer discussion & crisi prevention.
Social Media Command Center

23. 23

24. 24
SocialHeat not only collect converstaions, we crawl audience profiles in Facebook to identify relevant audience
demographic & locations for better analysis.
Reputation Monitoring
Users’ Personal Phone Contact Info:
We can map “mobile phone number” to 60% FB
profiles for faster/better crisis resolution.
Our consumers analysis can be drilled down
to different Demographics & Locations
(regions)

25. Crisis management process
25
(1) detection (2) Evaluation &
Planning (3) Action (4) Report
Brand tracking in realtime
Alert by SMS & Email
(with sentiment level)
Evaluate negative threats,
category into LEVEL of crisis.
Crisis Levels:
1. Inquiry for information
(Q&A)
2. Trivial Complaints
3. Serious Complaints
4. Brand crisis
Report crisis management
result
 Brand health impact
(negative vs positive)
 Brand perception
change
 Details of conversations
trend.
Confirm RESOLUTION
and ACTION:
1. Neutralize negative
discussions.
2. Personal contact
3. Threads deletion
4. Crisis SEO
Problems are identified and solved in 4 major steps thanks to Social Listening & Alert technology.

26. Crisis resolution work flow
26
High-level resolution process from detection  resolution  reporting  continue to monitor.
Continuous Daily
Tracking
Alert to BRAND
(with details)
Find resolutions with
Client team
No
Yes
Product
Question?
Seeding Provide information
Potential
Crisis?
Neutralize negative
No
Yes
Notify Client team Continue to monitor
Delete thread /
Seeding
Monitori & report

27. Instant alert of potential crisis
27
With FASTEST listening and AUTOMATIC sentiment rating, we can inform clients with potential risk conversations
and news only within 1-hour, by SMS & EMAIL.
Crisis
Alert
Real-time crisis & issue alert to CLIENT TEAM:
 Serious Negative discussions or news
 Negative Threads which have HIGH reach of users or
engagement (comments, replies)
 Threads with HIGH % of NEGATIVE comments
(configurable by us). Eg. 30% of negative and total more
than 10 comments.
ALERT setup

28. Estimation of Users Reach
28
By our prioprietary algorithm, SocialHEAT is the only tool which can estimate number of VIEWS from all the buzz in all
and each media. This helps to measure IMPACT of crisis or virality.
BENEFITS:
1) This is very important to measure effectiveness of PR & VIRAL campaigns in both online news & social networks
2) Crisis scope estimation: How LARGE the negative discussions have SPREADING?
3) Which channels give better ROI in term of consumers reach?

29. Tracking of competitors
29
With the same tracking methodology (keyword-based), SocialHeat automatic compare BUZZ, Share of Voice, Sentiment and Channels
of MJN brands and competitors. SOV can be split by Owned & Earned + Paid media.

30. 30
CAMPAIGN TRACKING
Track and measure marketing campaign:
 Pre-campaign evaluation
 During campaign (monthy)
 Post-campaign evaluation

31. Campaign tracking
31
Digital campaigns should be monitored and measured regularly to ensure the campaign OBJECTIVES & PLAN are being executed
efficiently BEFORE, DURING and AFTER the campaign: Brand communication (brand essence, brand positioning & perception), Buzz &
Engagement volume, Brand sentiment, Media and channel performance, KOLs performance, Content effectiveness, Activities
effectiveness…
Start Complete
Channels – KOLs - contents – activities
Campaign objectives (brand essence, positioning)
Post campaign
Audit & recommendations Audit & recos Post-campaign effects
Monitor to discover NEGATIVE
issues about brand, campaign, TVC,
content… to prevent brand damage

32. Campaign audit report
32
Audit and recommend changes to the campaign execution (channels, contents, social media management process). Below are the
standard insights.
BRAND
1. Buzz volume trend: All, by platforms,
by channels, by media (owned &
earned).
a) What are major buzz drivers?
b) How much buzz contributed to
the brand buzz.
2. BRAND PLACEMENT: % and volume
of brand impression in total campaign
buzz
3. Campaign sentiment: how campaign
bring Positive buzz for the brand.
4. BRAND RESONANCE: How the
campaign resonance to the brand
essence, positioning, perception…
SOURCES
PEOPLE
& TOPICS
1. Top sources & channels (volume & engagement
rate)
2. KOLs & audience engagement score.
3. Top popular topics & posts:
a) In buzz volume (mentions)
b) In engagement rate
4. Verbatims of most popular positive & negative
discussions
Recommendations of:
1. Content: best type, angles, publish time,
channels…
2. Channels: best to take care, best for seeding
3. KOLs
4. Social media management: better seeding…
RECOS
Note: contact us for sample campaign audit report

33. 33
SOCIAL CUSTOMER CARE
SOCIAL CRM
Social Customer Care & Social CRM:
 Listen & solve complaints or questions
 Forums & social seeding/spreading
 Track & analyze customers in Social CRM, Categories
(KOLs, Fans, Anti-fans, Neutral users)

34. 34
Social Customer Care
Social Customer Care changes the way of company taking care of customers. It helps combine Traditional channels
(phones, email) with Social Channels (facebook, forums,…), integrate Social CRM into Traditional CRM.
Social Customers
Social CRM
Traditional channels

35. 35
Social Customer Care
Wit Social Customer Care, BRAND now can listen to relevant conversation, and join those discussion to: solve complaints,
answer questions, seeding and save/mark potential customers to follow up…

36. 36
Social Customer Care
 Talk directly with the customers from ALL sources/channels by one single interface.
 Assigned to multiple AGENTS (members), by SUPERVISORS.
Agent replies to users
conversation by “user” or
“brand” account.
SocialHeat collects also
consumer profile.
Add to Social CRM as Leads.
Collect relevant
conversations

37. 37
Social Customer Care: professional process
(1) Listen to
conversations
(2) Participate to
Conversations
Answer
QUESTIONS
Solve
COMPLAINTS
Persional
Messaging
With SocialHeat, listen and collect real-time discussions of
consumers on all social media channels related to our category to
identify potential conversation and customers.
Social Customer Care:
1) Allow SUPERVISORS to assign relevant conversations to CS
AGENTS for direct engagement
2) Supervisors can define:
 Rules to automatic assignment to Agents based on:
Category of discussion, sentiment, channel…
 Or tag & assign manually to each online agents.
3) Agents can:
 Particiate in the conversation to answer Question & solve
complaints (Facebook, Forums)
 Engage directly with consumers via personal messaging
(Facebook chat, Forum inbox).
“SocialHeat is the only Social CRM tool which can
response to 90% of Vietnamese forums”

38. 38
Social Care: Customer Report Dashboard
Customers Statistics – Maternity Stage, Brand Attitude, Consumer journey
20%
25%
18%
10%
27%
Maternity Stage
1-month
3-month
6-month
8-month
Other 10.0%
15.0%
35.0%
45.0%
70.0%
0.0% 20.0% 40.0% 60.0% 80.0%
Recommend NOT to buy
Recommend to Buy
Purchase Intent
Preference
Consideration & Evaluation
29%
88%
12%
40%
92%
8%
0%
20%
40%
60%
80%
100%
Positive Neutral Negative
Last Month
NOW
Brand Attitude
Consumer Journey

39. 39
OUR INDUSTRY EXPERIENCE

40. Field experience…
40
Our social media analyst & research team are experienced in Brand, Campaign monitoring, research and social
audience targeting for varied categories, with global & top local brands.
handphone Milk
Airlines Banking & finance Education
Baby Care Coffee Coffee Chain
MotobikesPharma
Beverage E-commerce And more…
Customers list will be shared in meeting

41. Typical customers
41
We are trusted by leading International and Local brands and companies in many categories.

42. Brand Tracking
42
Example & structure of reports

43. Daily brand report
43
ORM – online reputation management – is applicable for all levels of tracking: Corporate, Brand & Products . Audit report is available
by DAILY – WEEKY – MONTHLY and QUARTERLY basis.
Daily email summary from SocialHeat:
 Summary of buzz, sentiment
(estimated)
 Top sources
 Top discussions on each channel
 Most Negative discussions
 Highlights of competitors (products)
Share of Voice

44. Periodical report
44
Monthly report complete Brand, Competitors performance, trend of buzz and content, indepth analysis of brand
perception, product competitive comparison…
Monthly
Report
MONTHLY REPORT:
(1) Buzz, Share of Voice, Trend in all & each media
(owned, paid, earned media)
(2) BRAND Fanpage performance
(3) BRAND brand health
(4) Most popular & important discussions about
BRAND and BANKING INDUSTRY
(5) Campaign effectiveness evaluation
(6) Brand & product competitive comparison
(7) Recommendations (content, channels, media…)
Objective:
Summary one-week brand performance &
trend

45. Monthly & quarterly brand audit
45
Weekly, monthly and quarterly brand audit will expose more insight about brand equity, perception, sentiment and buzz drivers,…
BRAND
1. Share of Voice: All – Owned &
Earned Media
2. Buzz volume trend: All, by platforms,
by channels, by media (owned &
earned). What are major buzz drivers?
3. Brand sentiment:
a) Brand score & trend by periods
b) Sentiment rate & volume by
periods
c) Competitive comparison: to
competitors & Industry
benchmark (AVG)
4. Brand attributes & perceptions:
a) Top weighted positive drivers
b) Top weighted negative drivers
SOURCES
PEOPLE
& TOPICS
1. Top sources & channels (volume &
engagement rate)
2. Top audience demographic & locations
3. Top popular topics:
a) In buzz volume (mentions)
b) In engagement rate
4. Verbatims of most popular positive & negative
discussions
Recommendations of:
1. Brand sentiment: how to improve brand positive
discussions (which are the most interested positive
topics about the brand & category)
2. Crisis prevention: which topics, channels, sources to
take more care of.
3. Which channels are more relevant for management
(monitor, seeding…)
RECOS
Note: contact us for sample brand audit report

46. Simply the most innovative & comprehensive Social Monitoring Platform
46

47. Create new tracking yourself easily
47
Simple 1-step new tracking creation by yourself (or by our team) for any topics: brand, category, consumers behavior…
o Preview live information before
accepting
o Flexible keyword definition (no limit
of keywords)

48. Real-time comprehensive dashboard
48
Metrics are analyzed automatically in real-time basis and possible to drill down to discussions/mentions level.
Intuitive & real-time update dashboard Metrics navigation
1. Dashboard:
 Buzz volume & trend
 Buzz by platforms
 Reach (views)
 Sentiment & trend
 Sentiment by platform
 Brand & product attributes
 Top source with sentiment
2. Media & tags:
 Owned, Earned & Paid
 Buzz by tags (activities, topics)
3. Audience
 Audience volume & trend
 Top users (volume & engagement)
 Demographics, geographics
4. Sources & threads:
 Top sources, top threads
 Influential sources
5. Mentions list

49. Real-time metrics dashboard
49
Metrics are analyzed automatically in real-time basis and possible to drill down to discussions/mentions level.
Buzz by channels, share of voice Automatic brand sentiment score/trend & by channels

50. Real-time metrics dashboard
50
Metrics are analyzed automatically in real-time basis and possible to drill down to discussions/mentions level.
Automatic sentiment to specific sources Top influencing sources & users

51. Auto analysis of Owned – Earned – Paid Media
51
By setting owned and paid media into the tracking, all buzz and contribution (%) by media are automatically calculated by selected period.
TAGS are used to identify Consumers Purchase Decision Journey and Buzz contribution to the total brand buzz.

52. Explore all discussions in details
52
Drill down, search and filter any type of topics, by any platforms and see SENTIMENT score of each threads.

53. Reply directly from SocialHeat
53
Use single dashboard and reply to users in FORUMS, Facebook and other social networks directly.

54. trieunh@younetmedia.com
0913-674-095
www.younetmedia.com
Follow what’s hot & trendy on Facebook: www.toponsocial.com
Nguyen Hai Trieu / CEO
Facebook.com/younetmedia