Delfin Vassalo describes how Nokia has created a global social customer service strategy that pieces together 72 Facebook accounts, 27 Twitter accounts and 42 languages, with over 10,000 customer queries per month on Facebook and Twitter alone.
Social Customer Service & Experience (SCSX): A Case StudyOur Social Times
Miguel Henales, e-business Director and Sara Losa, International Marketing Manager from Iberia Airlines/IAG Group share their social customer service case study.
Find out more at: http://www.brand24.net
Social media monitoring makes it possible to see what is being said about your brand or a product.
Top 30 Most Interactive Tech Blogs Report.
More about the report: http://brand24.net/reports/top-most-interactive-tech-blogs
We analysed 2 476 124 interactions related to Top 30 Tech Blogs (according to Technorati.com list / 20th of October 2013). The primary goal of the analysis was to determine which tech blogs are most interactive both internally and on social media.
We created 14 categories to measure interactivity: average onsite comments per post, total onsite comments, total Facebook likes, total Facebook shares, total Facebook comments, average Facebook likes per post, average Facebook shares per post, average Facebook comments per post, average Facebook interactions (total) per post, total Twitter shares, average Twitter shares per post, total Twitter + Facebook interactions , average Twitter + FB interactions per post.
The blogs that appear most frequently in the top 5 for the mentioned categories are: Theverge.com (13 times), Gizmodo.com (12), Mashable.com (12) and Businessinsider.com (11). Mashable.com always takes either first or second place, whenever it shows up in one of categories.
In the analyzed period Mashable.com generated the highest number of interactions (more than blogs number 2 and 3 combined). Businessinsider.com was the most engaging blog on Facebook, where it generated nearly 120k FB comments. It would be more than all other chosen blogs altogether, if it wasn’t for Mashable.com, which generated more than 95k comments.
The Verge and Gizmodo lead the way in terms of number of regular/onsite comments with well over 20 000 total comments each.
BusinessInsider.com was the most active blog, generating almost as many posts as blogs number 2-5 combined.
Macrumors.com was the most onsite-engaging blog with an average of 149 comments per article .
Mashable and BusinessInsider generated the majority of Facebook Likes during our analysis. Both generated about 250k fb likes. It is especially impressive for Mashable which generated more Facebok likes than BusinessInsider while generating 3 times fewer posts.
When it comes to Facebook shares, Mashable.com is the victorious blog with nearly 150k shares. Mashable.com owes its victory in this category to its high number of average Facebook Shares per article (407 comments per post).
Twitter users mostly shared articles from Mashable.com and Gizmodo.com, which generated altogether over 450k shares. In comparison, all other blogs combined generated around 440k shares.
This report is based on the data from the Internet monitoring and includes 14711 mentions connected with releasing new Nokia Lumia 1020. Results come from 660 web sites and have been gathered between 12th and 18th July 2013. The analysis examines contents of discussion and measures how the social media users reacted to this news.
With 2015 earmarking a great year for Social Media Platforms, the need for this medium increases imminently.
2016 will be the year where more channels with better ad solutions will thrive to give brands varied tools to experiment, test and evaluate content.
Social Customer Service & Experience (SCSX): A Case StudyOur Social Times
Miguel Henales, e-business Director and Sara Losa, International Marketing Manager from Iberia Airlines/IAG Group share their social customer service case study.
Find out more at: http://www.brand24.net
Social media monitoring makes it possible to see what is being said about your brand or a product.
Top 30 Most Interactive Tech Blogs Report.
More about the report: http://brand24.net/reports/top-most-interactive-tech-blogs
We analysed 2 476 124 interactions related to Top 30 Tech Blogs (according to Technorati.com list / 20th of October 2013). The primary goal of the analysis was to determine which tech blogs are most interactive both internally and on social media.
We created 14 categories to measure interactivity: average onsite comments per post, total onsite comments, total Facebook likes, total Facebook shares, total Facebook comments, average Facebook likes per post, average Facebook shares per post, average Facebook comments per post, average Facebook interactions (total) per post, total Twitter shares, average Twitter shares per post, total Twitter + Facebook interactions , average Twitter + FB interactions per post.
The blogs that appear most frequently in the top 5 for the mentioned categories are: Theverge.com (13 times), Gizmodo.com (12), Mashable.com (12) and Businessinsider.com (11). Mashable.com always takes either first or second place, whenever it shows up in one of categories.
In the analyzed period Mashable.com generated the highest number of interactions (more than blogs number 2 and 3 combined). Businessinsider.com was the most engaging blog on Facebook, where it generated nearly 120k FB comments. It would be more than all other chosen blogs altogether, if it wasn’t for Mashable.com, which generated more than 95k comments.
The Verge and Gizmodo lead the way in terms of number of regular/onsite comments with well over 20 000 total comments each.
BusinessInsider.com was the most active blog, generating almost as many posts as blogs number 2-5 combined.
Macrumors.com was the most onsite-engaging blog with an average of 149 comments per article .
Mashable and BusinessInsider generated the majority of Facebook Likes during our analysis. Both generated about 250k fb likes. It is especially impressive for Mashable which generated more Facebok likes than BusinessInsider while generating 3 times fewer posts.
When it comes to Facebook shares, Mashable.com is the victorious blog with nearly 150k shares. Mashable.com owes its victory in this category to its high number of average Facebook Shares per article (407 comments per post).
Twitter users mostly shared articles from Mashable.com and Gizmodo.com, which generated altogether over 450k shares. In comparison, all other blogs combined generated around 440k shares.
This report is based on the data from the Internet monitoring and includes 14711 mentions connected with releasing new Nokia Lumia 1020. Results come from 660 web sites and have been gathered between 12th and 18th July 2013. The analysis examines contents of discussion and measures how the social media users reacted to this news.
With 2015 earmarking a great year for Social Media Platforms, the need for this medium increases imminently.
2016 will be the year where more channels with better ad solutions will thrive to give brands varied tools to experiment, test and evaluate content.
How enterprises in the travel business are successfully navigating their digital transformation strategy and interacting with their customers across every touch-point.
Gabriele Fuchs, CEO and Founder, WebportalisKGS Global
PITCH SMARTER! STRATEGIC ASPECTS OF DIGITAL PR
Communication as the key to success and the importance of Public Relations
The media landscape in turbulence and your options to regain maximum efficiency of your PR activities
Classic PR or Digital PR? How to improve your media outreach
A strategic PR decision: inhouse or outsourcing?
Advantages of a PR network to enhance results
Mobile Presence of Governance and ManagementJohn Macasio
Executive briefing on the value of mobile Internet devices and application to leading, directing and controlling of strategic and operational outcomes of the enterprise.
MobiU2011 Lecture: STRAT121 Mobile Web - Microsoft Office & AnsibleKimberly-Clark
Learn how to effectively use the mobile internet and build a brand presence that will inform your consumer with critical information at the time and location that they need it. Microsoft and Ansible will lay a solid groundwork for mobile web, then discuss the Microsoft Office launch case study. You will learn:
> Fundamentals of the mobile web
> How marketing can support a mobile web initiative
> Tips/guideline from Microsoft Office’s launch experience
> View of the future from both Microsoft and Ansible
Reaching an Engaged Audience in a Multiplatform World with NewsyMediaPost
Newsy is the next-generation national news network that provides “news with the why,” built to inform and engage with the top stories across every platform. A leader in the OTT space and upcoming launches planned on new platforms, Newsy continues to attract a highly engaged (and growing) audience making it a strong option for advertisers looking to reach an 18-54 cross platform audience.
1990'lar itibariyle mobil iletişim hayatımızda önemli bir rol oynuyor.
Bugün mobil iletişim sadece konuşmanın değil, görüntülü konuşmadan da öte internet erişiminin de ana cihazı demek. Bu bağlamda akıllı telefonların önemi çok açık.
Game Kudra olarak, sitemize eklediğimiz mobilitede ve akıllı telefonlardaki trendleri ele alan araştırmayı keyifle okumanızı dileriz.
MEF Global Consumer Trust Report.
The study explores the key areas of trust, privacy, transparency and security to identify their impact on mobile consumers globally from purchasing a new device to downloading apps or paying for goods and services.
The Rise of SoLoMo in Local Advertising BudgetsCharlie Ray
SoLoMo, Social Local Mobile Advertising has altered the marketing landscape for local advertisers. See how the trends impact budgets and strategies on a local level.
Digital Marketing Program Evaluation, Maturation and Evolution - A Digital Ma...Mike Corak
Is Your Marketing Mature Enough? Ways to Evolve Your Digital Marketing
Today’s digital marketing world is evolving quickly. Keeping up to date with the latest developments in social media, mobile marketing and search is crucial to staying ahead of your competitors.
Join Jeffrey Rohrs, author of the book “Audience: Marketing in the Age of Subscribers, Fans and Followers,” with panelist: Mike Corak a digital agency veteran as they share their experience in the rapidly evolving world of digital marketing. They’ll expose common digital marketing weaknesses and demonstrate how to turn those into game-changing opportunities.
Attendees will learn:
How to identify common mistakes in digital marketing
How to pinpoint opportunities where none seem to exist
What tactics will help your team successfully plan and execute winning digital campaigns
Where to uncover unique opportunities to jump ahead of competitors.
Jeffrey Rohrs is VP of Marketing for Exact Target and author of the book Audience: Marketing in the Age of Subscribers, Fans and Followers. Mike Corak has developed and implemented winning digital and integrated strategies for hundreds of companies over his 17-year career, including Bank of America, Coca-Cola, ConAgra Foods, FedEx, Farmers Insurance, Nike, Office Depot, and Walt Disney.
ethology, a full service digital agency audits over 100 brands' digital marketing programs annually. Their team stays at the forefront of industry trends, conducts website analyses and audits, and reviews site architecture. It's been noted through these audits that Challenger brands - those competing with industry leaders - have a great opportunity to achieve competitive advantage through thoughtful digital expansion.
How enterprises in the travel business are successfully navigating their digital transformation strategy and interacting with their customers across every touch-point.
Gabriele Fuchs, CEO and Founder, WebportalisKGS Global
PITCH SMARTER! STRATEGIC ASPECTS OF DIGITAL PR
Communication as the key to success and the importance of Public Relations
The media landscape in turbulence and your options to regain maximum efficiency of your PR activities
Classic PR or Digital PR? How to improve your media outreach
A strategic PR decision: inhouse or outsourcing?
Advantages of a PR network to enhance results
Mobile Presence of Governance and ManagementJohn Macasio
Executive briefing on the value of mobile Internet devices and application to leading, directing and controlling of strategic and operational outcomes of the enterprise.
MobiU2011 Lecture: STRAT121 Mobile Web - Microsoft Office & AnsibleKimberly-Clark
Learn how to effectively use the mobile internet and build a brand presence that will inform your consumer with critical information at the time and location that they need it. Microsoft and Ansible will lay a solid groundwork for mobile web, then discuss the Microsoft Office launch case study. You will learn:
> Fundamentals of the mobile web
> How marketing can support a mobile web initiative
> Tips/guideline from Microsoft Office’s launch experience
> View of the future from both Microsoft and Ansible
Reaching an Engaged Audience in a Multiplatform World with NewsyMediaPost
Newsy is the next-generation national news network that provides “news with the why,” built to inform and engage with the top stories across every platform. A leader in the OTT space and upcoming launches planned on new platforms, Newsy continues to attract a highly engaged (and growing) audience making it a strong option for advertisers looking to reach an 18-54 cross platform audience.
1990'lar itibariyle mobil iletişim hayatımızda önemli bir rol oynuyor.
Bugün mobil iletişim sadece konuşmanın değil, görüntülü konuşmadan da öte internet erişiminin de ana cihazı demek. Bu bağlamda akıllı telefonların önemi çok açık.
Game Kudra olarak, sitemize eklediğimiz mobilitede ve akıllı telefonlardaki trendleri ele alan araştırmayı keyifle okumanızı dileriz.
MEF Global Consumer Trust Report.
The study explores the key areas of trust, privacy, transparency and security to identify their impact on mobile consumers globally from purchasing a new device to downloading apps or paying for goods and services.
The Rise of SoLoMo in Local Advertising BudgetsCharlie Ray
SoLoMo, Social Local Mobile Advertising has altered the marketing landscape for local advertisers. See how the trends impact budgets and strategies on a local level.
Digital Marketing Program Evaluation, Maturation and Evolution - A Digital Ma...Mike Corak
Is Your Marketing Mature Enough? Ways to Evolve Your Digital Marketing
Today’s digital marketing world is evolving quickly. Keeping up to date with the latest developments in social media, mobile marketing and search is crucial to staying ahead of your competitors.
Join Jeffrey Rohrs, author of the book “Audience: Marketing in the Age of Subscribers, Fans and Followers,” with panelist: Mike Corak a digital agency veteran as they share their experience in the rapidly evolving world of digital marketing. They’ll expose common digital marketing weaknesses and demonstrate how to turn those into game-changing opportunities.
Attendees will learn:
How to identify common mistakes in digital marketing
How to pinpoint opportunities where none seem to exist
What tactics will help your team successfully plan and execute winning digital campaigns
Where to uncover unique opportunities to jump ahead of competitors.
Jeffrey Rohrs is VP of Marketing for Exact Target and author of the book Audience: Marketing in the Age of Subscribers, Fans and Followers. Mike Corak has developed and implemented winning digital and integrated strategies for hundreds of companies over his 17-year career, including Bank of America, Coca-Cola, ConAgra Foods, FedEx, Farmers Insurance, Nike, Office Depot, and Walt Disney.
ethology, a full service digital agency audits over 100 brands' digital marketing programs annually. Their team stays at the forefront of industry trends, conducts website analyses and audits, and reviews site architecture. It's been noted through these audits that Challenger brands - those competing with industry leaders - have a great opportunity to achieve competitive advantage through thoughtful digital expansion.
3 reasons digital marketing executives should revisit thier social strategyBryan Rusche
A few months ago, I was Director of Marketing at a SaaS startup. Social wasn't a big part of my overall go to market strategy. Since joining Hootsuite, I dug into the latest trends and these are the three that really stuck out for me as things I didn't understand, but wish I had.
Let me know if you have questions or thoughts about anything here. I've kept it short and tight and hopefully scannable so you get value in just a few minutes. The sort of value that's a seed planted that gets you thinking about the right things.
B2B digital marketing‘s influence on organisational buying behaviour and its key success drivers for promotion of cloud computing services - An empirical study as part of a Master's thesis
Digital marketing for cloud services_Master's thesis resultsStephanie Schulze
B2B digital marketing‘s influence on organisational buying behaviour and its key success drivers for promotion of cloud computing services - An empirical study as part of a Master's thesis
Social media is an effective channel for law firms during client discovery and procurement.
Download the full guidebook: http://bit.ly/1nniOHC
A company blog, Twitter, and LinkedIn to share your industry expertise and relevant news to target business executives will draw web traffic, increase SEO and build awareness of your capabilities.
To engage decision makers, law firm marketers need to plan for social to become a peer-to-peer discussion. Sharing industry expertise and relevant news will draw more attention and engagement than an immediate pitch.
We organized this guide we share ways you can drive decision makers to take action and engage your firm.
The 15 slides include step buy step tools for Social Media Listening, Content Strategy, Distribution Funnels and Social Media Management.
Social Strategy1
We help law firms grow with our proprietary social listening technology, content marketing and managed services.
Using our proprietary technology, Social Strategy1 scrapes the entire web to collect, categorize, and analyze verbatim, online comments, conversations, and themes and measure their impact on consumer, constituent or target audience opinions.
Web managers' challenges - social media, content and mobileComprend
A summary of the the challenges that web managers of corporate websites stand before. The major challenges are matched with what the stakeholders find important, to see if the challenges are to be taken seriously. Each challenge is followed by a checklist and some good advice.
Presentation from the Italian KWD Webranking Awards in Milan 13 December 2013.
Webinar: Microsoft Case Study, with Olivier Choron from purechannelapps, Stev...rgrogersPCA
Slides from the recent webinar held by Olivier Choron of purechannelapps. These slides include a case study of purechannelapps' socialondemand platform, using information and data from their customer, Microsoft. Also included within this case study is the perspective of Microsoft's partner, Cloudamour.
How Digital Marketers Engage on Social MediaLeadtail
Digital marketers come in many flavors – from digital media to social media to loyalty marketing. The one thing they have in common? They are leaders and innovators in embracing social media to engage in conversations, share what interests them, and to do their jobs. These influential marketers also shape the daily perceptions of millions of consumers and businesses regarding what an online experience really means.
With that in mind, we developed this report: “How Digital Marketers Engage on Twitter”, using Leadtail’s Social Media Insights technology to analyze data from Twitter. This report is a follow up to our 2013 benchmark report about digital marketers.
The goal of this special report is to help you answer questions such as:
How do digital marketers describe themselves on the Social Web?
What topics are they talking about?
Which content sources are these media savvy marketers consuming and sharing?
Who are the most influential publications and people with digital marketers?
Armed with these social media insights, you can now take a more informed look at your strategy for reaching, engaging, and influencing digital marketing professionals, and getting them to take the actions you care about most.
From Social Media to Social Business - Marketing in the 'Social Age'Stefan Pfeiffer
Presentation on how Marketing needs to change in the 'Social Age' from Mass Marketing to 1:1 Marketing taking in particular Social Channels and behaviors into consideration. A bit of a focus on Healthcare due to the fact, that this was presented for one of our Healthcare customers.
Similar to Going Global: How To Create an International Social Customer Service Strategy (20)
Luke Brynley-Jones, founder of Our Social Times explains how B2B organisations can overcome the challenges of B2B content marketing - and, crucially, avoid being boring.
The convergence of social and digital customer serviceOur Social Times
Martin Hill-Wilson explores the convergence of social and digital customer service – analysing how brands are developing omni-channel social/digital strategies and what this means for customers.
The Convergence of Social and Digital Customer ServiceOur Social Times
Martin Hill-Wilson explains how social and digital customer service are converging with new technologies and opportunities for improving customer experience (CX). Keynote presentation from Social Customer Service Summit 2015 (London).
Social Media Masterclass for BPMA Conference 2014Our Social Times
A no-nonsense top tips guide to using social media for business for the British Promotional Merchandise Association (BPMA) 2014 conference. Focusing on content marketing, blogging for business, social media optimisation, Twitter and LinkedIn best practices.
B2B content marketing: How to engage generate leads and maximise ROIOur Social Times
Paul Smith, Group Head of Marketing at Elektron Technology shares his insight on the successful launch of CheckIt, a wireless food safety monitoring system, through a content marketing campaign
Next Generation Customer Communities: From Support to sCRM & Advocacy Our Social Times
How have communities evolved from simple peer-support forums to powerful hubs of social customer service, comprising monitoring, engagement, social CRM and advocacy management tools? Our expert speaker explains the dynamics behind some of the world's most successful communities.
Using Social Data & Gaming Mechanics to Improve Customer Service Our Social Times
In this fascinating and candid session, Maria McCann, one of the UK's first social CS practitioners, explains how the mechanics that sit behind social engagement should be used to better serve customers, how contact centres should run as mobile communities, how social data could speed up service and how playing World of Warcraft can improve your web chat experience.
Marketing has claimed ownership of social media within many brands, yet customers are demanding service. In this short presentation, Luke Brynley-Jones explains how this is creating friction between internal Departments - and how budget plays a major role.
Best Practices in Social Customer Service ExcellenceOur Social Times
In this fascinating exploration of the latest techniques in social customer service, Martin Hill-Wilson, author of Delivering Effective Social Customer Service (Wiley 2013), sets out exactly how major brands are succeeding, or failing in managing customer queries on social media channels.
Ayman Itani from Think Media Labs explores how to plan for social customer service. As part of Our Social Times #socialCS series of events, Ayman spoke to an audience of major brands in Dubai in March 2014.
How to Create and Manage Customer Communities, Dimelo at Social CRM 2013 in B...Our Social Times
How to Create and Manager Customer Communities.
A talk by Eric Dos Santos and Francois-Charles Fachon at Social CRM 2013 in Brussels, hosted by Our Social Times
Customer Experience in Belgium, Lessons to be Learned - Alexandre Gangji, Wea...Our Social Times
Customer Experience in Belgium, Lessons to be Learned - Alexandre Gangji, Weave from SCRM13 Brussels.
A talk by Alexandre Gangji, at Social CRM 2013 in Brussels, hosted by Our Social Times
Grow Your Reddit Community Fast.........SocioCosmos
Sociocosmos helps you gain Reddit followers quickly and easily. Build your community and expand your influence.
https://www.sociocosmos.com/product-category/reddit/
Improving Workplace Safety Performance in Malaysian SMEs: The Role of Safety ...AJHSSR Journal
ABSTRACT: In the Malaysian context, small and medium enterprises (SMEs) experience a significant
burden of workplace accidents. A consensus among scholars attributes a substantial portion of these incidents to
human factors, particularly unsafe behaviors. This study, conducted in Malaysia's northern region, specifically
targeted Safety and Health/Human Resource professionals within the manufacturing sector of SMEs. We
gathered a robust dataset comprising 107 responses through a meticulously designed self-administered
questionnaire. Employing advanced partial least squares-structural equation modeling (PLS-SEM) techniques
with SmartPLS 3.2.9, we rigorously analyzed the data to scrutinize the intricate relationship between safety
behavior and safety performance. The research findings unequivocally underscore the palpable and
consequential impact of safety behavior variables, namely safety compliance and safety participation, on
improving safety performance indicators such as accidents, injuries, and property damages. These results
strongly validate research hypotheses. Consequently, this study highlights the pivotal significance of cultivating
safety behavior among employees, particularly in resource-constrained SME settings, as an essential step toward
enhancing workplace safety performance.
KEYWORDS :Safety compliance, safety participation, safety performance, SME
Surat Digital Marketing School is created to offer a complete course that is specifically designed as per the current industry trends. Years of experience has helped us identify and understand the graduate-employee skills gap in the industry. At our school, we keep up with the pace of the industry and impart a holistic education that encompasses all the latest concepts of the Digital world so that our graduates can effortlessly integrate into the assigned roles.
This is the place where you become a Digital Marketing Expert.
Unlock TikTok Success with Sociocosmos..SocioCosmos
Discover how Sociocosmos can boost your TikTok presence with real followers and engagement. Achieve your social media goals today!
https://www.sociocosmos.com/product-category/tiktok/
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ABSTRACT: Although a significant amount of literature exists on Morocco's migration policies and their
successes and failures since their implementation in 2014, there is limited research on the integration of subSaharan African children into schools. This paperis part of a Ph.D. research project that aims to fill this gap. It
reports the main findings of a study conducted with migrant children enrolled in two public schools in Rabat,
Morocco, exploring how integration is defined by the children themselves and identifying the obstacles that they
have encountered thus far. The following paper uses an inductive approach and primarily focuses on the
relationships of children with their teachers and peers as a key aspect of integration for students with a migration
background. The study has led to several crucial findings. It emphasizes the significance of speaking Colloquial
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use of Modern Standard Arabic as the language of instruction in schools is a source of frustration for students,
indicating the need for language policy reform. The study underlines the importanceof considering the
children‟s agency when being integrated into mainstream public schools.
.
KEYWORDS: migration, education, integration, sub-Saharan African children, public school
Buy Pinterest Followers, Reactions & Repins Go Viral on Pinterest with Socio...SocioCosmos
Get more Pinterest followers, reactions, and repins with Sociocosmos, the leading platform to buy all kinds of Pinterest presence. Boost your profile and reach a wider audience.
https://www.sociocosmos.com/product-category/pinterest/
Multilingual SEO Services | Multilingual Keyword Research | Filosemadisonsmith478075
Multilingual SEO services are essential for businesses aiming to expand their global presence. They involve optimizing a website for search engines in multiple languages, enhancing visibility, and reaching diverse audiences. Filose offers comprehensive multilingual SEO services designed to help businesses optimize their websites for search engines in various languages, enhancing their global reach and market presence. These services ensure that your content is not only translated but also culturally and contextually adapted to resonate with local audiences.
Visit us at -https://www.filose.com/
Enhance your social media strategy with the best digital marketing agency in Kolkata. This PPT covers 7 essential tips for effective social media marketing, offering practical advice and actionable insights to help you boost engagement, reach your target audience, and grow your online presence.
Your Path to YouTube Stardom Starts HereSocioCosmos
Skyrocket your YouTube presence with Sociocosmos' proven methods. Gain real engagement and build a loyal audience. Join us now.
https://www.sociocosmos.com/product-category/youtube/
Going Global: How To Create an International Social Customer Service Strategy
1. Delfin Vassallo - @DJVassallo
Social Media Operations Manager
Microsoft Devices Group
Going Global: Creating an
International Social Customer
Service
9. Social Media Tools
Technical limitations of social platforms (APIs, post limits)
Think Needs First
Engagement vs Monitoring
Knowledge Management Tools
Central Knowledge & Intelligence Management
The perfect tool does not exist
You end up with 2, 3 or 4: engagement, tracking, CRM, ERP
12. Source: Simply Measured, March 2013. Analysing
Interbrand’s Top 100 Brands and showing how companies
with dedicated customer service Twitter accounts are
getting the best results when engaging and solving
customers queries.
Social Bakers Global Ranking
“Socially Devoted”:
• Top 5 on most responsive
brands in Q3, Q4 2013 and Q1
2014, Electronics category
• Twitter handles in English,
French, German, Russian,
Spanish, Portuguese & Polish
Source: Social Bakers Socially
Devoted Rankings 2013-2014
@NokiaHelps
3rd place globally
for Response Rate
(72%) - just behind
Ford and Nike
Interbrand Top 100
March 2013
@NokiaCareFR
“Impeccable
service from every
angle. A model of
speed and
efficiency”
French Magazine
01Net
April 2013
@NokiaSoporte
Socially Devoted
82% Response Rate
45 mins Average
Response Time
Social Bakers
Q3, Q4-13, Q1-14
@NokiaPomoc
Socially Devoted
89% Response Rate
Social Bakers
Q3, Q4-2013
@NokiaHelps
2nd Most
Responsive Brand
across all industries
(70%)
Simply Measured
April 2014
13. I’m impressed with the efficiency of the replies, congrats! We
needed this service since long time ago! Great!
Super! Our friends @NokiaSoporte are on Twitter. Welcome!
#Nokia users you know where to send your questions!
Really happy for your answer! This proves you’re serious with
this page Congrats! Ah and thank you very much!
Now I’m happy Thanks
and I’ve to say: Lumia 920
is a great work tool.
Android get ready to
(finally) lose a big market
slice!!
Yes, super, thank you very very much for the fast reply. Best
support for emergency cases :)
Editor's Notes
This implies being where they are, talking their same language, be ready to engage when they decide
Social Media Agents have a fundamentally different skill-set than other CC agentsInternal team has to have key expertise: strategy, social analytics, content creation for social mediaContinuity: beating typical CC employee turnover