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The Power of Loyalty in
Social Media
DAVE FLEET
SENIOR VICE PRESIDENT
EDELMAN DIGITAL
200 M
5.6 M
2.8 M
2.1 M
1.7 M
275 K
Emails
Texts
YouTube views
Google searches
Facebook posts
Tweets
Everyminute:
PROMOTE
(BUILD THE
BRAND)
PROTECT
(PRESERVE THE
BRAND)
Opportunity: Drive loyalty through
social media communities
“The annual revenue gains from a
modest difference in customer
experience can total $311 million for a
large hotel.” - Forrester
53% 52%
43%
38% 38%
27%
1%
32%
23%
18%
13%
8%
4% 3%
So what next?
PROMOTE
(BUILD THE
BRAND)
PROTECT
(PRESERVE THE
BRAND)
The Power of Loyalty in Social Media

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The Power of Loyalty in Social Media