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

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

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