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MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)
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MAPexpo 2013 - Lucie Snape (Head of Social, Vodafone Australia)

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My ticket to a career in marketing, advertising and public relations …

My ticket to a career in marketing, advertising and public relations
www.mapexpo.com.au

Published in: Education, Business, Technology
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    • 1. Social Media At Vodafone Australia Lucie Snape | Head of Social Media | Twitter: @LucieSnape
    • 2. Vodafone is global Top 10 global retail brand In more than 60 countries worldwide 403 million customers worldwide More than one third of a billion customer connections worldwide
    • 3. Vodafone June, 2010 17th year in Australia 5000 employees 7.2 million customers NPS +18
    • 4. Where to from here? RESTORE BRAND TRUST How can social media contribute? One conversation at a time. By connecting on a personal level with our customers and being: Available Relevant Responsive Reliable Authentic in our social channels.
    • 5. Social engagement is an ecosystem
    • 6. 1. Know Your Channels and Your Audience
    • 7. 2. Be Prepared, Be Agile • Have a content calendar • Be aware of the bigger picture • Have a crisis plan in place • Have clear escalation pathways
    • 8. 3. Not All Engagement is Good Social Metrics: Preference: Like, +1, Completed Purchase, Solution Action: Comment, Share, Click, RT, @Reply Reach: PTAT, Views, Page Impressions
    • 9. 4. Love Your Data Night of the Launch Night of the Launch Vodafone Vodafone conversation peaked conversation peaked at 8pm with 42 at 8pm with 42 unique mentions unique mentions Conversation the following Conversation the following day peaked at 25 unique day peaked at 25 unique mentions and was related mentions and was related to pricing comparisons to pricing comparisons between the three Telcos between the three Telcos
    • 10. 5. Access Excites 212 comments in one hour
    • 11. …So Does Remarkable 202 643 64 116 14 29
    • 12. And the Unexpected… Likes: 412 Comments: 26 Likes: 985 Comments: 30
    • 13. 6. You Must Give Your Communities a Reason to Engage
    • 14. 7. Facilitate, Don’t Dominate The Conversation • 90% trust peer recommendations • 14% trust advertising (Nielsen) • Customers who engage with companies over social media are more loyal and spend up to 40 percent more (Bain and Company 2011)
    • 15. What success looks like? 1. We’re talking to more people 2. The people we talk to are genuinely engaged with our brand 3. We have committed and vocal brand advocates 4. Our social interactions are both saving, and growing our customers base 5. We have seamless social customer journeys 6. We’re a trusted brand again 15 Insert Confidentiality level | 4 December 2013
    • 16. Questions? @LucieSnape 16 Insert Confidentiality level | 4 December 2013

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