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Friday factory #7: Shared experiences on social media, mobile brands and the impact on churn & influence
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Friday factory #7: Shared experiences on social media, mobile brands and the impact on churn & influence

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Friday factory #7: Shared experiences on social media, mobile brands and the impact on churn & influence. Social media provides tools for people to create shared experiences. These shared experiences ...

Friday factory #7: Shared experiences on social media, mobile brands and the impact on churn & influence. Social media provides tools for people to create shared experiences. These shared experiences can be positive or negative. Mobile brands can work to prevent the negative ones but cannot force positive ones to happen with big budget ad campaigns.

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Friday factory #7: Shared experiences on social media, mobile brands and the impact on churn & influence Presentation Transcript

  • 1. mobileYouth idea factory
    episode #7
    shared experiences
    hosted by Freddie Benjamin
    FLICKR: ASLEEPONASUNBEAM
  • 2. Check out last week’s episode
    we are storytellers!
    http://bit.ly/ideafactory6
    FLICKR: FILTRAN
  • 3. Josh Dhaliwal
    FLICKR: JEFF TURNER
  • 4. while the show was on TV…
  • 5. people talked about it on Twitter…
  • 6. & created a Facebook page to discuss it
  • 7. Josh Dhaliwal
    FLICKR: JEFF TURNER
  • 8. social media is about people
    using social tools
    FLICKR: ILQUOQUO
  • 9. social media is about people
    using social tools
    to create shared experiences
    FLICKR: ILQUOQUO
  • 10. viral videos?
    trending topics?
    user generated content?
    FLICKR: ILQUOQUO
  • 11. shared experiences explain
    behavioral drivers behind
    social media trends
    viral videos?
    trending topics?
    user generated content?
    FLICKR: ILQUOQUO
  • 12. SHARED EXPERIENCES
    Graham Brown
    POSITIVE
    NEGATIVE
  • 13. SHARED EXPERIENCES
    Graham Brown
    POSITIVE
    NEGATIVE
    Brands are defined by the net of shared experiences
  • 14. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
    Enable these
  • 15. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
    Enable these
    HOW?
  • 16. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
    FIRST
    Prevent these
  • 17. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
    ?
  • 18. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
  • 19. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
    Cover your bases
  • 20. when Vodafone Australia failed to address pain points
    FLICKR: AIDAN
  • 21. customer generated discontent
    VODAFAIL
  • 22. customer generated discontent
  • 23. negative shared experiences lead to churn
    FLICKR: ARBANDITO
  • 24. negative shared experiences lead to churn
    it unites people who are outraged
    FLICKR: ARBANDITO
  • 25. outraged customers are vocal detractors
    FLICKR: CHICAGOLAU
  • 26. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
    Unreliable networks lead to
  • 27. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
    Use social media to monitor and address pain points
  • 28. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
    ?
  • 29. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
  • 30. big budget advertising do not create
    positive shared experiences
    FLICKR: DEBAIRD
  • 31.
  • 32. glee tweets during the show
    increase by a factor of 30!
  • 33. shared experience creates
    either influence
    or churn
    FLICKR: SAHRIZVI
  • 34. SHARED EXPERIENCES
    POSITIVE
    NEGATIVE
    Leads to influence
    Leads to churn
  • 35. sign up to access more
    case studies, concepts, strategy, data
    http://www.mobileyouthreport.com