This document discusses increasing customer engagement in social media. It summarizes Socialbakers, a social media analytics platform, and how they help their customers by providing key metrics and insights. It emphasizes that content, customer care, and analytics are important for engagement. Choosing the right metrics, building great content, and proactively and reactively engaging fans can help build communities and measure success in social media. The right tools from partners like Socialbakers can help companies do this more easily.

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

3. Visit Socialbakers.com

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

11. Application Content

12. Application Content
PUMA
400 000 users
3 weeks

13. Timeline content – „Social by design“
Approx. 90 % of interactions
happen in the Newsfeed

14. Microformat Content

15. Microformat Content

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.

19. Why Engagement Matters

20. Engagement – Cross Platforms

21. Analytics – Comparisons

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. jiri@socialbakers.com
M: +420 603 101 475
Link me: Friend me: Follow me
Jiri Voves facebook.com/jirivoves @jirivoves
(anytime) (meet me first) (when you want)