![Top industries by Response Rate
Response Rate by Industry
70
60
50
40
Average 32 %
30
RR [%]
20
10
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'Increasing Customer Engagement in Social Media' Джири Вовез, вице-президент SocialBakers
- 1. Increasing Customer Engagement in Social Media Jiri Voves, Socialbakers Co-Founder & Head of Product @jirivoves
- 2. About Socialbakers › Offices in London, Prague, “We are a ‘customer developed’ company,” Munich, San Francisco, Paris said Jan Rezab, who is the CEO and co- founder of Socialbakers. “Our customers kept telling us the metrics they wanted to see.” › 400,000 marketers across 75+ countries, every continent October 31, 2011 › Launched platform in 2010, currently 110+ employees Used by Leaders › Facebook Preferred Marketing Developer, one of 7 in the world that have 3 competence badges
- 4. Socialbakers Platform View in Build Get Data Context Engagement The #1 go to place The #1 platform of Build meaningful for marketers to find choice by hundreds of social media social statistics. marketers to monitor campaigns that help and compare their drive your social social media media success performance
- 5. Facebook In Numbers: Steady Growth Facebook User Growth
- 6. Facebook in numbers: Russia 61 % FB population in 18-34 yrs of age
- 7. Facebook in numbers: Facts More than 900 million users Over half of the users login every day #1 website worldwide in terms of average time spent on site 90 % of all interactions happen in the Newsfeed “ Facebook: Not just clicking, but really making “ connections between users and brands
- 8. Latest Trends In Social Media Content Customer Care Analytics Most of your fans don’t Almost no barrier Monitoring matters. come back to your between brands and Only fully informed Page. Most of the users. Proper brand is able to do interactions happen in communication is a proper marketing the Newsfeed key to success decisions.
- 9. Content is King – Newsfeed Content
- 10. Content is King – Newsfeed Content
- 12. Application Content PUMA 400 000 users 3 weeks
- 13. Timeline content – „Social by design“ Approx. 90 % of interactions happen in the Newsfeed
- 16. Microformat Content – Reaching more fans
- 17. Metrics that matter Fans Engagement Size, reach, and growth User interactions and evolution engagement to content, People talking about Community Competition Compare all of that with Community management, competitors and know response rate, key what’s happening in the influencers, Core Fans industry
- 18. Why Engagement Matters An indicator that your message is resonating with your fans which leads to higher brand loyalty and ultimately sales. The more engaged your fans are the more they act as ambassadors for your brand.
- 20. Engagement – Cross Platforms
- 22. Customer Care – Power to the User 1. Facebook Page: Your mission control on Facebook 2. No barriers between users and brands 3. Quick and immediate reach 4. Popular in services industry
- 23. Customer Care
- 24. Customer Care - Claro
- 25. Top industries by Response Rate Response Rate by Industry 70 60 50 40 Average 32 % 30 RR [%] 20 10 0
- 26. Recent Case Study Jan 2, 2012 Socialbakers publishes Infographic for US Elections Jan 3, 2012 AdAge reports President Obama’s family picture is most viral on Facebook Feb 21, 2012 Washington Post reports President Obama selects family photo for re-election ad
- 27. Summary 1. Choose the right metrics to monitor = Helps understand success in social media 2. Build great content for your social presence = Helps engaging your fans 3. Make sure you do both proactive and reactive engagement in social media = Helps build community 4. Use the right tools and partners = Helps to do it faster and easier
- 28. [email protected] M: +420 603 101 475 Link me: Friend me: Follow me Jiri Voves facebook.com/jirivoves @jirivoves (anytime) (meet me first) (when you want)