SlideShare a Scribd company logo
1 of 15
Sophie who?
HELLO!
Let’s get in touch & tweet your questions 
Once upon a time Mobistar started a
journey on social media…
This about how
the “evil villain”
tried to become
the hero of the
story…
2010-2012: #TumbleweedTown
2012: internal team, strategy & right
place in the company
Why do brands still suck
at social?
1. it’s about your customers, not the brand.
Think from a different point of view
2. It doesn’t work like any other media.
 Understand your tools
3. Brands do not have clear objectives.
 Advertisement is not an objective
4. No business KPIs & superficial analytics
 social should not be measured on its own
Social media results 2012
POSITIVE MENTIONS
January
November
32%
66%
FB POST LIKES
January
November
837
5.206
FB FANS ENGAGEMENT
January
November
13.800
11.120
FB FOLLOWERS
January
November 39.458
2.474
+206%
+620%
+450%
+285%
2013: stability & team growth amidst
storms
Where we are today
FB community: 68K
#spent per month: 3K
Reach dropped dramatically
Engagement NL 2%, FR 2,6%
Roughly 20K mentions per month
# cases solved by webcare per month: 2400
Visits to our blog: 35-60K per month
Visits to our forum: 15k per month
Average sentiment in 2014
64% neutral
28% positive
8% negative
2014: Omni-channel interactions &
social media maturity through the
company
Social Maturity?
1. Social media present in all lines of business
2. Everyone takes part: support & thought leadership
3. Power to the community : products, sales, support
4. Business KPIs
Our next steps and ambitions:
B2B on
Digital events B2B & B2C
Corporate blog & socialisation of press conferences
Content marketing
Our social beliefs
• Not just advertising channels (sorry FB)
• Social not on its own  part of whole
digital ecosystem. It’s about business.
• Do not hide, transparency is key
• Storytelling to cut through the noise
• Power to your community
Thank you

More Related Content

What's hot

Social4 fanexpfinalppt
Social4 fanexpfinalpptSocial4 fanexpfinalppt
Social4 fanexpfinalppt
edmeejorge
 
Michael Jaindl_ReadWriteWeb 2WAY Summit Presentation
Michael Jaindl_ReadWriteWeb 2WAY Summit PresentationMichael Jaindl_ReadWriteWeb 2WAY Summit Presentation
Michael Jaindl_ReadWriteWeb 2WAY Summit Presentation
Salesforce Buddy Media
 

What's hot (20)

How to Make Brand Advocacy Really Work for Your Company
How to Make Brand Advocacy Really Work for Your CompanyHow to Make Brand Advocacy Really Work for Your Company
How to Make Brand Advocacy Really Work for Your Company
 
The Power of Digital: Bringing People & Brands Together
The Power of Digital: Bringing People & Brands TogetherThe Power of Digital: Bringing People & Brands Together
The Power of Digital: Bringing People & Brands Together
 
Presentation2 pdf
Presentation2 pdfPresentation2 pdf
Presentation2 pdf
 
[WEBINAR] How B2B Marketers Engage on Twitter | Leadtail & DNN Software
[WEBINAR] How B2B Marketers Engage on Twitter | Leadtail & DNN Software[WEBINAR] How B2B Marketers Engage on Twitter | Leadtail & DNN Software
[WEBINAR] How B2B Marketers Engage on Twitter | Leadtail & DNN Software
 
Social media revisited for charities and Non-Profits
Social media revisited  for charities and Non-ProfitsSocial media revisited  for charities and Non-Profits
Social media revisited for charities and Non-Profits
 
10 Steps to Content Marketing Success
10 Steps to Content Marketing Success10 Steps to Content Marketing Success
10 Steps to Content Marketing Success
 
Intuit: #SelfEmployed awareness campaign, presented by Geoff Morgan
Intuit: #SelfEmployed awareness campaign, presented by Geoff MorganIntuit: #SelfEmployed awareness campaign, presented by Geoff Morgan
Intuit: #SelfEmployed awareness campaign, presented by Geoff Morgan
 
Beyond Social Scoring: Reversing the Social Influence Model
Beyond Social Scoring: Reversing the Social Influence ModelBeyond Social Scoring: Reversing the Social Influence Model
Beyond Social Scoring: Reversing the Social Influence Model
 
Read Write Web 2WAY Summit
Read Write Web 2WAY SummitRead Write Web 2WAY Summit
Read Write Web 2WAY Summit
 
Social4 fanexpfinalppt
Social4 fanexpfinalpptSocial4 fanexpfinalppt
Social4 fanexpfinalppt
 
The One Ingredient Your Social Media Marketing Is Missing
The One Ingredient Your Social Media Marketing Is MissingThe One Ingredient Your Social Media Marketing Is Missing
The One Ingredient Your Social Media Marketing Is Missing
 
Project 1 starbucks
 Project 1  starbucks  Project 1  starbucks
Project 1 starbucks
 
Michael Jaindl_ReadWriteWeb 2WAY Summit Presentation
Michael Jaindl_ReadWriteWeb 2WAY Summit PresentationMichael Jaindl_ReadWriteWeb 2WAY Summit Presentation
Michael Jaindl_ReadWriteWeb 2WAY Summit Presentation
 
3 Ways Facebook can Boost Your Revenue
3 Ways Facebook can Boost Your Revenue3 Ways Facebook can Boost Your Revenue
3 Ways Facebook can Boost Your Revenue
 
Facebook: Putting Your Nonprofit Face in Front
Facebook: Putting Your Nonprofit Face in FrontFacebook: Putting Your Nonprofit Face in Front
Facebook: Putting Your Nonprofit Face in Front
 
ICAA 2014 Presentation
ICAA 2014 PresentationICAA 2014 Presentation
ICAA 2014 Presentation
 
KPI Social Media workshop day
KPI Social Media workshop dayKPI Social Media workshop day
KPI Social Media workshop day
 
Sports Loyalty: Exploring fan engagement
Sports Loyalty: Exploring fan engagementSports Loyalty: Exploring fan engagement
Sports Loyalty: Exploring fan engagement
 
Taco Bell Project 1- Kelly
Taco Bell Project 1- KellyTaco Bell Project 1- Kelly
Taco Bell Project 1- Kelly
 
NCET Biz Bite | Cinammon Davies: Social Media | Feb 2020
NCET Biz Bite | Cinammon Davies: Social Media | Feb 2020NCET Biz Bite | Cinammon Davies: Social Media | Feb 2020
NCET Biz Bite | Cinammon Davies: Social Media | Feb 2020
 

Similar to Social forum june2014

The Business of Being Social
 The Business of Being Social The Business of Being Social
The Business of Being Social
Chicago AMA
 
Bogdana Butnar sms bucuresti feb 2012
Bogdana Butnar sms bucuresti feb 2012Bogdana Butnar sms bucuresti feb 2012
Bogdana Butnar sms bucuresti feb 2012
RevistaBiz
 
Answer the following questions based on the attached article.pdf
Answer the following questions based on the attached article.pdfAnswer the following questions based on the attached article.pdf
Answer the following questions based on the attached article.pdf
bkbk37
 
Top 10 social media truths for 2014
Top 10 social media truths for 2014Top 10 social media truths for 2014
Top 10 social media truths for 2014
Nuno Fraga Coelho
 

Similar to Social forum june2014 (20)

Making Sense of Social Media Pan Experience - August 8, 2014
Making Sense of Social Media Pan Experience - August 8, 2014Making Sense of Social Media Pan Experience - August 8, 2014
Making Sense of Social Media Pan Experience - August 8, 2014
 
The CMO Guide to Rocking B2B Social Media
The CMO Guide to Rocking B2B Social MediaThe CMO Guide to Rocking B2B Social Media
The CMO Guide to Rocking B2B Social Media
 
Project 1 starbucks
 Project 1  starbucks  Project 1  starbucks
Project 1 starbucks
 
Social Networks: Stats, Challenges and Success Stories - Dannielle Kawamoto
Social Networks: Stats, Challenges and Success Stories - Dannielle KawamotoSocial Networks: Stats, Challenges and Success Stories - Dannielle Kawamoto
Social Networks: Stats, Challenges and Success Stories - Dannielle Kawamoto
 
Developing a Social Media Marketing Strategy - Liam Crowe (Head of Digital Ma...
Developing a Social Media Marketing Strategy - Liam Crowe (Head of Digital Ma...Developing a Social Media Marketing Strategy - Liam Crowe (Head of Digital Ma...
Developing a Social Media Marketing Strategy - Liam Crowe (Head of Digital Ma...
 
Bank social media
Bank social mediaBank social media
Bank social media
 
The Business of Being Social
 The Business of Being Social The Business of Being Social
The Business of Being Social
 
Principles of a Social Business Intro 7DEE
Principles of a Social Business Intro 7DEE Principles of a Social Business Intro 7DEE
Principles of a Social Business Intro 7DEE
 
Bogdana Butnar sms bucuresti feb 2012
Bogdana Butnar sms bucuresti feb 2012Bogdana Butnar sms bucuresti feb 2012
Bogdana Butnar sms bucuresti feb 2012
 
5 Must-Haves For Boosting Sales With Social Media
5 Must-Haves For Boosting Sales With Social Media 5 Must-Haves For Boosting Sales With Social Media
5 Must-Haves For Boosting Sales With Social Media
 
How to Launch a Social Media Career
How to Launch a Social Media CareerHow to Launch a Social Media Career
How to Launch a Social Media Career
 
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013 Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
 
Falcon.io | 2021 Trends Virtual Summit - SoMe PR
Falcon.io | 2021 Trends Virtual Summit - SoMe PRFalcon.io | 2021 Trends Virtual Summit - SoMe PR
Falcon.io | 2021 Trends Virtual Summit - SoMe PR
 
Social Media Strategy
Social Media StrategySocial Media Strategy
Social Media Strategy
 
Performance Insights 2013 Is Social Media Killing my Beloved SEO
Performance Insights 2013 Is Social Media Killing my Beloved SEOPerformance Insights 2013 Is Social Media Killing my Beloved SEO
Performance Insights 2013 Is Social Media Killing my Beloved SEO
 
Answer the following questions based on the attached article.pdf
Answer the following questions based on the attached article.pdfAnswer the following questions based on the attached article.pdf
Answer the following questions based on the attached article.pdf
 
Social Media Strategies.
Social Media Strategies.Social Media Strategies.
Social Media Strategies.
 
Why should I use Social media to promote my business?
Why should I use Social media to promote my business?Why should I use Social media to promote my business?
Why should I use Social media to promote my business?
 
Top 10 social media truths for 2014
Top 10 social media truths for 2014Top 10 social media truths for 2014
Top 10 social media truths for 2014
 
Social Media and Business
Social Media and BusinessSocial Media and Business
Social Media and Business
 

Social forum june2014

  • 1. Sophie who? HELLO! Let’s get in touch & tweet your questions 
  • 2. Once upon a time Mobistar started a journey on social media…
  • 3. This about how the “evil villain” tried to become the hero of the story…
  • 5. 2012: internal team, strategy & right place in the company
  • 6. Why do brands still suck at social? 1. it’s about your customers, not the brand. Think from a different point of view 2. It doesn’t work like any other media.  Understand your tools 3. Brands do not have clear objectives.  Advertisement is not an objective 4. No business KPIs & superficial analytics  social should not be measured on its own
  • 7. Social media results 2012 POSITIVE MENTIONS January November 32% 66% FB POST LIKES January November 837 5.206 FB FANS ENGAGEMENT January November 13.800 11.120 FB FOLLOWERS January November 39.458 2.474 +206% +620% +450% +285%
  • 8. 2013: stability & team growth amidst storms
  • 9. Where we are today FB community: 68K #spent per month: 3K Reach dropped dramatically Engagement NL 2%, FR 2,6% Roughly 20K mentions per month # cases solved by webcare per month: 2400 Visits to our blog: 35-60K per month Visits to our forum: 15k per month
  • 10. Average sentiment in 2014 64% neutral 28% positive 8% negative
  • 11. 2014: Omni-channel interactions & social media maturity through the company
  • 12. Social Maturity? 1. Social media present in all lines of business 2. Everyone takes part: support & thought leadership 3. Power to the community : products, sales, support 4. Business KPIs
  • 13. Our next steps and ambitions: B2B on Digital events B2B & B2C Corporate blog & socialisation of press conferences Content marketing
  • 14. Our social beliefs • Not just advertising channels (sorry FB) • Social not on its own  part of whole digital ecosystem. It’s about business. • Do not hide, transparency is key • Storytelling to cut through the noise • Power to your community

Editor's Notes

  1. Mobile operator are the new villains – everybody finds a reason to moan and see operators as bad guys
  2. 1 facebook, 1 twitter. Only negative comments, a couple of promotional posts a month, webcare Internal question: where do social belong? But webcare was born
  3. Social belongs to web Strategy, objectives & KPIs -- back to basics Editorial guidelines Team in place
  4. Who here has asked what their customers want on social? Spend time researching how people actually use social networks. Your content is both fresh and curated (30% max of auto-promotion) Kawasaki even goes as far as 1 in 20 post It goes with point 1: do not push, pull, engage and build. If you don’t understand how each social platform works do not use them Awareness? Advertisement? Traffic? These are not real business objectives The great advantage of social? Do, measure and adapt. FB likes have no real value, chose the right KPIs
  5. Big storms: iPhone launch, network problems, aggressive communication from competitors, price war, 11/09 outage Added a blog and forum + instagram
  6. Reorganisation: one team for cold content & one team for interaction on social, web and shops towards omnichannel interactions How to transmit community message to everyone? Social Maturity: B2B, HR & TMs Rethink the way we communicate
  7. marketing, sales, cust service, HR, corporate  social KPIs are business KPIs Employee involvement in creation and answsering + personal <t Peer 2 peer support & customer co-creation Social is part of the business KPIs Check out Altimer blogs and white papers on the subject
  8. Social media not an end in itself
  9. Tips & tricks for you