social forum june2014
TRANSCRIPT
Sophie who?
HELLO!Let’s get in touch & tweet your questions
Once upon a time Mobistar started a journey on social media…
This about how the “evil villain” tried to become the hero of the
story…
2010-2012: #TumbleweedTown
2012: internal team, strategy & right place in the company
Why do brands still suck at social?
1. it’s about your customers, not the brand. Think from a different point of view
2. It doesn’t work like any other media.
Understand your tools
3. Brands do not have clear objectives. Advertisement is not an objective
4. No business KPIs & superficial analytics
social should not be measured on its own
Social media results 2012
POSITIVE MENTIONSJanuary
November
32%
66%
FB POST LIKESJanuary
November
837
5.206
FB FANS ENGAGEMENTJanuary
November
13.800
11.120
FB FOLLOWERSJanuary
November 39.458
2.474
+206%
+620%
+450%
+285%
2013: stability & team growth amidst storms
Where we are todayFB community: 68K#spent per month: 3KReach dropped dramaticallyEngagement NL 2%, FR 2,6%
Roughly 20K mentions per month# cases solved by webcare per month: 2400
Visits to our blog: 35-60K per monthVisits to our forum: 15k per month
Average sentiment in 2014
64% neutral28% positive8% negative
2014: Omni-channel interactions & social media maturity through the
company
Social Maturity?1. Social media present in all lines of business2. Everyone takes part: support & thought leadership3. Power to the community : products, sales, support4. Business KPIs
Our next steps and ambitions:
B2B on Digital events B2B & B2CCorporate blog & socialisation of press conferencesContent marketing
Our social beliefs
• Not just advertising channels (sorry FB)
• Social not on its own part of whole digital ecosystem. It’s about business.
• Do not hide, transparency is key
• Storytelling to cut through the noise
• Power to your community
Thank you