The US telecom industry has been the pioneers in terms of identifying the utility of social media in its business operations.
Telecom Brand Front Page - CopyThis is the reason why almost all companies have gone all out to make their presence felt on the digital platform.
Telecoms now look to the social customer experience for competitive advantage.
This is a mixture of qualitative and quantitative research on how major US Telecom service providers are interacting with their existing and potential customers on digital media.
This was done as part of a coursework for the Business Model class at Heriot-Watt University.
It was used only in educational services.
I hope you enjoy it and learn something form it, because we certainly learned a lot.
Analyzed Amazon.com Business Structure. EFE Matrix, IFE Matrix, IE Matrix, SWOT Analysis, Quantitative Strategic Planning Matrix, Recommended Strategy, Organizational Structure, Organizational Culture, Product Positioning Map, Target Marget, Strategy Evaluation Report.
I gained knowledge and experience to consult for Strategic Business Management. I am very interested in mergers and acquisitions.
This was done as part of a coursework for the Business Model class at Heriot-Watt University.
It was used only in educational services.
I hope you enjoy it and learn something form it, because we certainly learned a lot.
Analyzed Amazon.com Business Structure. EFE Matrix, IFE Matrix, IE Matrix, SWOT Analysis, Quantitative Strategic Planning Matrix, Recommended Strategy, Organizational Structure, Organizational Culture, Product Positioning Map, Target Marget, Strategy Evaluation Report.
I gained knowledge and experience to consult for Strategic Business Management. I am very interested in mergers and acquisitions.
Social Insights on the Telecommunications Industry Brandwatch
In our latest report, Social Insights on the Telecommunication Industry, we outline the industry’s leaders in social media, examine key customer service issues, and briefly discuss some of the many other ways that telecommunication businesses can use social intelligence to support their business.
O'Reilly eBook: Creating a Data-Driven Enterprise in Media | eubolrVasu S
An O'Reilly eBook about Creating a Data-Driven Enterprise in Media DataOps Insights from Comcast, Sling TV, and Turner Broadcasting.
https://www.qubole.com/resources/ebooks/ebook-creating-a-data-driven-enterprise-in-media
Mobile in the media mix whitepaper oya ones yasayan 2011Oya Yaşayan
. The role of mobile technology of a brand's media mix.
. Reasons Why Brands Must Adopt Mobile Marketing.
. Changing Consumption of Mobile Media
. Including and Optimizing Mobile in Media Plans
....On-phone advertising
...Mobile Search
...Location Based Services
...Mobile Enabled Outdoor
. Creating a Successful Cross-Media Mobile Campaign
...Multi-Channel Shopping Experience
...Key facts at-a-glance: How to optimize mobile in media plans
Digital Australia Monthly Update - March 2014Damus Chu
This is the 2nd edition of DAMUS. Pug Life has summarised a very busy month of training & research for marketers in Australia in under 20 slides.
This includes key-points from over 8 hours of research and training across: 1) Google Partners Master Class Workshop, 2) Sales Force 1 World Tour, 3) Roy Morgan State of The Nation, 4) Nielsen Digital Landscape and finally 5) Sizmek's Global Digital Benchmarks for 2013.
If you require a digital expert to help you run your digital campaigns, please contact me on damus@puglifeadsolutions.com.au or follow me on Facebook, LinkedIn, Twitter or Google+.
Thanks for visiting.
89% of consumers switch to a competitor after a poor CX Abhishek Sood
89% of consumers switch to a competitor following a poor customer experience, according to an Oracle study. But how can you use digital technology to improve your customers' experience?
Uncover how several prominent businesses embraced digital technologies to retain customers and increase profits. For example, Domino's Pizza had a 23% growth in profit after it allowed customers to track their deliveries online.
Discover the 4 factors that can make a digital transformation project profitable and worthwhile.
In this presentation, Saksham introduces the topic of SMAC, trends and real life examples of deployment of the SMAC stack. His interest area is predictive analytics.
The Advertising Research Foundation announces the launch of the Social Media Council at Advertising Week 2009.
Social media has provided brand advertisers and marketers, media and agencies with new ways of listening to consumers. Listening leads the way to engaging in conversations and uncovering new actionable insights.
Our team of MBA consultants, "Dragon Consulting Partners", developed this key learnings report after completing fieldwork, interviews and desktop research on trends in digital media in China.
Together with our MBA cohort, we flew to China for a study tour where we experienced first hand the cultural differences in China.
This report condenses the key learnings and take aways that we had from the experience. Drawing upon a number of case studies, we analyse managerial implications for businesses looking to succeed with digital media in China
"Dragon Consulting Partners" are: Georges Shayeb, Izam Ryan, Lisa Amin, Mike Yu Tian, Ram Chandramohan (who wasn't able to join us in China for the fieldwork, sadly) and Rizwan Habib.
Submitted in partial fulfilment of the requirements of the Imperial MBA degree and the Diploma of Imperial College London, our team was awarded a Distinction for the quality of our work.
Similar to Top US Telecom brands on Social Media (20)
Take a look at all things important around Social CRM. We curated a list of multiple segments from the CRM industry to provide you a bigger picture about the need and effect of CRM. We have also provided a list of do’s and don’ts to enhance your CRM practices. Take a look!
Why Food Tech Brands Love Social Media?Simplify360
Over the past few years food brands have taken to the digital world quite aggressively. With aggregator companies coming in, the social media presence of food tech brands such as Foodpanda, Zomato, Tinyown and more have increased immensely.
We did a comparative study of these brands and their behavior on social media to find out the various ways they use to promote themselves. Take a look for yourself and be amazed by the effort these companies make!
Uber and Ola are the Biggest Rivals on Social MediaSimplify360
If opinions expressed on social media based on user experience is to be believed, Cab aggregators might have to really work on the trust factor. According to our study, among the top 4 players in the industry, Meru cab is the least trusted operator with user opinions analyzed that the aggregator is unsafe. On the other hand the top performer in the industry, Ola cabs has a fifty-fifty split between those who feels safe and unsafe.
Ola and Uber cab services are in a neck to neck competition in most measurement parameters. Here's a report about the complete story.
Social Media Creates Greater Hype on Maggi CrisisSimplify360
After being found guilty of using high amounts of lead and MSG in their noodles, Nestle's Maggi is now off every shops shelves in India. This crisis has led to over 4 lakh conversations on various social media channels, over a period of few days.
Simplify360 took a deeper look into the situation and found few interesting facts about the reaction Maggi generated on social media over the past few days. While it is sad that the kid's as well as mom's favorite noodles will no longer be available, is this really being accepted by the masses? Let's find out
Guide to Using Social Media for BrandingSimplify360
Social Media has become one inevitable space in today's date. Being present and using it efficiently can help reduce your branding costs and also reach you to a larger audience.
This is not just true in the case of personalities, but nowadays, even companies are using it actively to promote their brand name. Here's are a few examples explaining how to do branding the right way.
6 Ways to Get the Best Out of Content MarketingSimplify360
Content Marketing is one of the most important and convenient way of marketing about your brand in today's date. Your audience wants to stay informed and what better way than sharing valuable content.
Social Media, being the center of most conversations, it has turned out to be a way of disseminating information as well. Take a look at the deck above to understand the various ways of doing content marketing the right way.
8 Ways to Design the Best Social Media Policies by the GovernmentSimplify360
Social Media is almost an inevitable platform for all forms of organisations. Whether it is a private ltd. company or a government organisation, there is no better way to reach the target audience, than taking the social media way.
We have taken a look at various social media policies adopted by governments from across the world and come up with solutions for the same.
How Simplify360 helps in Providing Banking Solutions Simplify360
Banking is one industry which needs to maintain a constant contact with their customers. Social Media in such a case is extremely useful. It provides access to a huge customer base aggregated in a single place.
Simplify360, helps banks listen to what the customers are talking and where, to make sure the company keeps their communication on a constant check. Here's how it is done.
Access to Social Media Should be Banned in OfficesSimplify360
While most organisations today believe in going all live on various social media channels, there are still a few offices which do not allow the use of Facebook, Twitter, Instagram, for that matter even Google!
Is this actually helping the organisation increase their productivity or affecting it adversely. Here's why Social Media usage should be allowed in offices.
Top 5 Social Entrepreneurs and How They Nailed ItSimplify360
Entrepreneurship is one of the most prominent things in today's date. However, social entrepreneurs are still a few. Not many have been able to reach great heights with their ideas.
We have listed 5 ways which successful entrepreneurs adopted to make it big. Here's how they nailed it.
Nepal Earthquake Leaves Social Media ShakenSimplify360
As hard the intensity of the earthquake was, Nepal's recent disaster, the huge earthquake also affected social media in high intensity. People were stunned by the damage this natural disaster had caused and the same reflected on platforms like Twitter and Facebook as well.
Here's a look at how social media was flooded with information about the earthquake as soon as people got to know about it.
Vodafone Zoozoo Has the Highest Fans on FacebookSimplify360
Social Media has taken almost all forms to business to greater heights. Most companies today believe in using the social media platforms like Facebook and Twitter to popularize their brands.
Here's a look at which telecom brands are performing better on social media.
Choosing one among an array of amazing people we look up to on a regular basis is a difficult task. Especially considering the fact about leadership. Leading is a quality and the parameters to measure it are many.
Therefore we have taken into consideration a few characteristics such as charisma, success, work life and their worth in terms of money to select 5 business people who we thing are the best.
E-Commerce In US-Social Media CampaignsSimplify360
E commerce is one industry which has grown immensely over the past few years. Therefore, their social media campaigns cause almost an outrage among their fans. We have selected a few top E-commerce companies from US who have amazing social media presence.
Take a look at the presentation below to get a better understanding of the campaigns.
The world has developed faster than humans even imagined it to. It is coming to a stage where almost everything is beginning to depend on internet. So, what exactly is Internet of Things? Anything and everything which can be assigned an IP address and provided the ability to transfer data can be branched under internet of things.
While it is still a human who operates a computer, when it comes to storing and remembering data, a computer might perform better. This being said, humans have become completely dependent on a system in every walk of their life. Some companies have utilized this opportunity and also leveraged it to derive profits. This has also helped people keep track of latest happenings, of things that they like and more.
Most companies today have separate programs which helps in bringing the employees of the organisation together and teaches them to work in a team environment. It is also one of the typical questions asked during interviewing a candidate, whether team work is one of their strength or not.
Although giving a definite answer to what really drives team work is difficult, as it may vary from good leadership to understanding among the team members, here's a list of few ways which can be used to enhance team values and work towards a successful company.
Delhi Airport Never Fails To Wish Their PassengersSimplify360
Airports today have gotten a completely changed look. gone are those days when passengers had to look at each other's faces until their flights were ready to board. Today, the airports look more like a shopping mall.
This change has been brought about to make the passengers more comfortable, welcome and to keep them engaged. After all a pleasant journey begins at the airport!
#WhoMadeMyClothes Garners 16K likes on FacebookSimplify360
Two years ago one of the harshest industrial incident occurred in Dhaka. Rana Plaza, one of the most popular fashion cloth production destinations collapsed, killing close to 1000 people and injuring another 2,500. This was considered a result of not worry about the conditions the real producers work in and blindly participating in the race to produce the best fashion collections.
As a tribute to this tragedy, Fashion revolution, an online revolt was started which gained much popularity. It invited people to wear their clothes inside out and show the brand tag on them, with a question ‘who made my clothes?’ This was to increase transparency between the buyers and sellers of the clothes.
IPL's Opening Week Receives Over 186K MentionsSimplify360
This year IPL almost seems to be a hush hush game. Compared to years in the past. Lesser publicity, lesser number of ads and an uninterested audience. However, for cricket lovers, it sure does not make any difference.
That is exactly the reason why Twitter is flooded with tweets about the IPL. With 88.5% buzz on twitter alone, it sure is not a lost game!
Non-Financial Information and Firm Risk Non-Financial Information and Firm RiskAJHSSR Journal
ABSTRACT: This research aims to examine how ESG disclosure and risk disclosure affect the total risk of
companies. Using cross section data from 355 companies listed in Indonesia Stock Exchange, data regarding
ESG disclosure and risk was collected. In this research, ESG and risk disclosures are measured based on content
analysis using GRI 4 guidelines for ESG disclosures and COSO ERM for risk disclosures. Using multiple
regression, it is concluded that only risk disclosure can reduce the company's total risk, while ESG disclosure
cannot affect the company's total risk. This shows that only risk disclosure is relevant in determining a
company's total risk.
KEYWORDS: ESG disclosure, risk disclosure, firm risk
“To be integrated is to feel secure, to feel connected.” The views and experi...AJHSSR Journal
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
Moroccan Arabic (Darija) and being part of a community for effective integration. Moreover, it reveals that the
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
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!
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How social media marketing helps businesses in 2024.pdfpramodkumar2310
Social media marketing refers to the process of utilizing social media platforms to promote products, services, or brands. It involves creating and sharing valuable content, engaging with followers, analyzing data, and running targeted advertising campaigns.
www.nidmindia.com
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/
Exploring Factors Affecting the Success of TVET-Industry Partnership: A Case ...AJHSSR Journal
ABSTRACT: The purpose of this study was to explore factors affecting the success of TVET-industry
partnerships. A case study design of the qualitative research method was used to achieve this objective. For the
study, one polytechnic college of Oromia regional state, and two industries were purposively selected. From the
sample polytechnic college and industries, a total of 17 sample respondents were selected. Out of 17
respondents, 10 respondents were selected using the snowball sampling method, and the rest 7 respondents were
selected using the purposive sampling technique. The qualitative data were collected through an in-depth
interview and document analysis. The data were analyzed using thematic approaches. The findings revealed that
TVET-industry partnerships were found weak. Lack of key stakeholder‟s awareness shortage of improved
training equipment and machines in polytechnic colleges, absence of trainee health insurance policy, lack of
incentive mechanisms for private industries, lack of employer industries involvement in designing and
developing occupational standards, and preparation of curriculum were some of the impediments of TVETindustry partnership. Based on the findings it was recommended that the Oromia TVET bureau in collaboration
with other relevant concerned regional authorities and TVET colleges, set new strategies for creating strong
awareness for industries, companies, and other relevant stakeholders on the purpose and advantages of
implementing successful TVET-industry partnership. Finally, the Oromia regional government in collaboration
with the TVET bureau needs to create policy-supported incentive strategies such as giving occasional privileges
of duty-free import, tax reduction, and regional government recognition awards based on the level of partnership
contribution to TVET institutions in promoting TVET-industry partnership.
KEY WORDS: employability skills, industries, and partnership
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.
Grow Your Reddit Community Fast.........SocioCosmos
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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.
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Social media refers to online platforms and tools that enable users to create, share, and exchange information, ideas, and content in virtual communities and networks. These platforms have revolutionized the way people communicate, interact, and consume information. Here are some key aspects and descriptions of social media:
The Challenges of Good Governance and Project Implementation in Nigeria: A Re...AJHSSR Journal
ABSTRACT : This study reveals that systemic corruption and other factors including poor leadership,
leadership recruitment processes, ethnic and regional politics, tribalism and mediocrity, poor planning, and
variation of project design have been the causative factors that undermine projects implementation in postindependence African states, particularly in Nigeria. The study, thus, argued that successive governments of
African states, using Nigeria as a case study, have been deeply engrossed in this obnoxious practice that has
undermined infrastructure sector development as well as enthroned impoverishment and mass poverty in these
African countries. This study, therefore, is posed to examine the similarities in causative factors, effects and
consequences of corruption and how it affects governance, projects implementation and national growth. To
achieve this, the study adopted historical research design which is qualitative and explorative in nature. The
study among others suggests that the governments of developing countries should shun corruption and other
forms of obnoxious practices in order to operate effective and efficient systems that promote good governance
and ensure there is adequate projects implementation which are the attributes of a responsible government and
good leadership. Policy makers should also prioritize policy objectives and competence to ensure that policies
are fully implemented within stipulated time frame.
KEYWORDS: Developing Countries, Nigeria, Government, Project Implementation, Project Failure
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Prepared By:
Ambuj Gupta
IIFT Delhi Intern at Simplify360
Edited By:
Rajashree Das
Social Media Analyst at Simplify360
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Table of Contents
US Telecom Industry …….…………………………………………..………………………..5
The role of social media in telecom industry……………….……………………...…………………………………………………..7
Research Approach and Methodology…………………………………………………………..……………………….8
Verizon Wireless…………………………………………………………………………………9
US Cellular………………………………………………………………………………………14
Sprint Nextel…………………………………………………………………………………….19
AT&T……………………………………………………………………………………………. 23
T-Mobile……………………………………………………………………………………….. 27
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US TELECOM INDUSTRY:
Being more than a century old, the US telecommunications industry today is identified as a major driver of global economic recovery. Unprecedented growth in high-speed mobile, internet traffic, in particular for wireless data and video, coupled with the advent of Smart Phones into every household has transformed the industry into the most evolving, inventive and keenly contested space. The US telecom market is expected to grow to a total of $721bn by 2015, achieving a 3.27% CAGR.
A research report published on Verizon website cites the following points:
The number of American wireless customers now exceeds 290 million, a penetration rate of approximately 95%. 27% of U.S. homes rely on cell phones only for voice services.
With the wireless voice market at near saturation, the new major growth area for service providers is data as more and more customers upgrade to smartphones with data service plans. In addition, a new market is emerging for machine-to-machine wireless data communications.
Two-thirds of all Americans now have wireline-based broadband service at home. That figure is an increase from 2009 when 63 percent of Americans had a home wireline broadband connection.
According to the FCC, high-speed wireline Internet connections have flattened. Growth in the first half of 2010 was 1 percent, totaling 82 million connections. Meanwhile, mobile broadband connections in the same period grew by more than 27 percent to more than 71 million connections
While the industry was hurt by the recession in 2008 and 2009, key players maintained focus on pursuing new growth opportunities to transform their businesses. A few growth drivers for this industry have been identified as: increased customer demand, successful industry consolidation and continued improved regulation.
While voice still dominates the revenues, it has begun to decline over the past four years during which text and data revenues have nearly doubled. Source: CTIA
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In recent quarters, smartphones have made up for at least 40 percent of all new handset sales. Approximately 55 percent of all wireless customers now have smartphones, and that number is projected to grow to 67 percent by 2015.
The average local monthly bill (ARPU) has declined over the last 18 years from more than $61 in 1993 to $47 in 2011. This could be attributed to an increase in competition by the advent of new companies in the industry.
55% of wireless customers have smartphones in US. Source: The Nielsen Company
The figure shows the breakdown of revenues earned from various components of the telecom industry. The revenue from wireline and mobile voice data is expected to fall while online mobile ads and mobile data revenues will soar due to improve in technology and lighting fast internet speeds
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The role of social media in telecom industry:
The US telecom industry has been the pioneers in terms of identifying the utility of social media in its business operations. This is the reason why almost all companies have gone all out to make their presence felt on the digital platform. Given the pace of innovation and the rate of adaption of those innovations in this industry, providers are forced to focus on other characteristics to make their point of differentiation. Some have identified customer experience as their POD and since most of the customers are active on the social media, companies are looking at that medium to deliver the type of differentiated experiences that translate to long-term customer loyalty. As telecoms look to the social customer experience for competitive advantage, it’s critical that they develop a better understanding of exactly how investments in social media can bring them closer to their customer experience goals—and impact the bottom line.
Broadly classified, there are four motivations for engaging with customers:
Loyalty: Companies are now identifying their loyal customers using social media. They are dubbed as the “influencers” and act as the messengers for the company.
Innovation: Social media allows for a multi-way communication as compared to single-way communication in case of television/print advertisement where only the company is conveying information. On social media, the companies can listen to the demands of the consumer and adapt accordingly in this dynamic business environment.
Operational: This is where Customer Relationship Management comes into play. A single tweet holds the power of making/breaking the reputation of the company and with more than a billion people connected through the net, it is important for the companies to listen to their grievances over the medium and react accordingly.
Commercial: Want to let the customers know about a new product launch? Or a new service that can differentiate you from other players in the market? Well, with its extensive reach and potential to influence purchasing decision, social media has become a channel of advertising and promotion for many.
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RESEARCH APPROACH AND METHODOLOGY
The following is a mixture of qualitative and quantitative research on how major US Telecom service providers are interacting with their existing and potential customers on digital media. The five companies that are being considered for this purpose have been selected keeping in view their number of subscribers, the coverage provided and their activity on social media. The list includes:
Verizon Wireless
US Cellular
Sprint Nextel
AT&T
T-Mobile USA
Nine social media platforms viz. Facebook, Twitter, YouTube, Instagram, Pinterest, Vine, Google+, LinkedIn and FourSquare have been shortlisted and the activity of aforementioned companies have been tracked on these platforms for a period of thirty days using the Simplify360 tool along with basic Microsoft Office applications.
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Verizon Wireless:
Community Building:
Verizon Wireless is amongst the biggest telecom service providers in the US with more than 100m subscribers. The company is also quite active on the social media and has made its presence felt on almost all major platforms.
Own Posts: 22
Fan Change: 76,948
Avg PTAT: 41,784
Interaction Rate: 0.07%
Response Rate: 69.3%
Total Interaction: 70,580
Content Strategy:
As is evident from the above data, Verizon social media team is leaving no stones unturned to make the organization visible on the net. The content shared includes a mix of everything which includes external links, photos, videos etc. promoting Verizon Wireless.
Verizon Wireless
(7,215,508)
(1.46 M)
(33,713)
(11,435)
(12,554)
(38.7K)
(1,824,955)
(261,275)
(24,215)
A well-documented timeline on Facebook allows customers to have a peek at Verizon’s history
Sentiment Analysis:
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The recent launch of Samsung Galaxy S5, Samsung Tab and HTC One provided the company with a chance to generate buzz around the models. They also share random tech-updates and happenings in this domain along with posting birthday greetings for people who have had a hand in revolutionizing science like Albert Einstein, Thomas Edison etc.
They also try and keep the customers engaged by posting random messages that are sure to get replies and provide certain amount of customer insight. They also have a well- documented timeline which covers the story of Verizon from its inception to present. Also, the company is yet to adopt the “Global Page” feature of Facebook. On YouTube, the company uploads tutorial videos of how an individual can make the most of his/her smartphone along with its TV commercials.
They also regularly come up with videos pertaining to a particular hashtag which could later be trended on other social media websites. The #FOMOH, #PotentialOfUs and #TechKNOWledgy are prime examples of few campaigns that went viral on the internet.
Response Time Distribution on Facebook: Most queries are replied within 0-2 hrs
On Facebook, photos are most frequently shared followed by Videos and normal Status Updates
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Majority of the company’s buzz is generated by Twitter followed by Facebook and other mediums
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Customer Relationship: When it comes to CRM, Verizon social representatives leave no stones unturned on any of the platforms to answer the queries of the customers. One outstanding feature is that the customer representatives try to reply promptly to every query even if it is posted as a comment to one of the original post by the company, and that too within a couple of hours. Individual posting is allowed on Verizon wall but the data is hidden from its fans.
On Twitter, they have a few more accounts in addition to the parent account for different uses viz @VZWnews (269K followers) which provides latest news on products and perspectives, @VZWSupport (122K followers), which deals with customer complaints and @VZWDeals (645K followers) which gives details of offers and sales on Verizon phones, tablets and accessories. Thus, any complaint regarding the company’s offerings is addressed by @VZWSupport even if it is made to some other account.
Community Engagement:
The company recently organized a “#WhosGonnaWin” competition to get the most out of the buzz surrounding Super Bowl. Verizon began posting daily game-related questions to fans on Twitter using the hashtag #WhosGonnaWin. Every day, Verizon then scored each team from 0-100 based on the number of tweets from fans; the team closest to 100% of positive mentions that day lighted up the Empire State Building in their team colors between 6-7pm. The way it worked was each day until 6 p.m., the fans tweeted their answers with #whosgonnawin, Verizon tallied the votes then the winning team was
A sample from Facebook page where the conversation went till 43 comments to ensure customer satisfaction
Lighting up the Empire State Building!
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revealed on the iconic New York City building in a light show by Marc Brickman.
While LinkedIn is used by Verizon to give an insight of what happens at Verizon offices and stores worldwide along with posting job opportunities for suitors, on FourSquare it promises to offer lucrative deals to customers who check in upon their visits to the Verizon stores.
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US Cellular:
Community Building:
Amongst the pioneers in US Telecom industry to adopt social media, US Cellular has grown from strength to strength to ensure that they stay away from any bad publicity on the net. The company aims at setting up social customer care and it was evident in the year 2012 when they got 29,000 service inquiries, a 205% increase from the figures in the year 2011. The company claims to have 11 associates working 7 days a week to provide best customer support.
Own Posts: 45
Fan Change: 2,299
Avg PTAT: 1,921
Interaction Rate: 0.03%
Response Rate: 93.6%
Total Interaction: 7,194
Content Strategy:
The company is quite active in terms of sharing content and tries to make the most of the buzz surrounding important events like Oscars, Earth Day etc. to generate leads for itself.
US Cellular
(444,071)
(60.7K)
(2259)
(482)
(1194)
(390)
(866)
A couple of examples of sharing photos with status/external link
Sentiment Analysis:
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In addition to that, it posts information regarding product launches, offers etc. As is evident from the pie chart, most of the content shared is in form of photos since they have the power to create a long lasting impression on the viewer. Despite all its readiness and willingness to share information on Facebook, the company has not utilized the timeline feature of Facebook Pages. On Twitter, the company has a couple of accounts for sharing content. While @USCellular (60.7K followers) informs the masses about various offers, product launches and general competitions, the @USCellularJobs (390 followers) posts tweets about the job openings in the company. On Google Plus, same content as on Facebook and Twitter is shared even though the follower count is pretty less. The YouTube playlist comprises of tutorial videos of various handset models along with general advertisement videos.
On Facebook, US Cellular mostly shares photos accompanied by a message or external link
On Facebook, 52% of customer posts are replied within the first couple of hours
Majority of the company’s buzz is generated by Twitter followed by Videos and other mediums
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Customer Relationship:
Customer queries on either of the social platforms are dealt with seriously which is evident from the fact that 52% user posts on Facebook are replied within first couple of hours. The social media team also goes through comments on each and every post they make to look for any more queries that need to be addressed and do the needful. The company has also provided a “Ratings and Reviews” tab on its Facebook landing page that allows perspective customers to go through the reviews of a particular phone model. On Twitter, the company has a separate account @USCellularCares which deals with all customer queries and grievances. Any tweet of that nature addressed to any of the three accounts is replied back by @USCellularCares.
Tweets made by the @USCellularCares account are not visible on their account page but as we can see, the account is up and running, helping the company retain its customers
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Community Engagement:
The company recently held the #DigitADay campaign and awarded a Galaxy S5 to the first 25 respondents. The social media team also tried to benefit from the popularity of Oscars and posted a photo of them preparing for the big night. On the D-Day, US Cellular released a string of photos that gained popularity on the network.
US Cellular also organizes on-the-spot competitions on Instagram. In one such competition, followers were given a chance to win two pairs of tickets to the Oklahoma City Thunder game. A photo of one of company’s associates was posted with a certain background. All the followers had to do was identifying the location and reach out to the associate and say “Hello Better” to him. Clues for the competition were also posted on Twitter.
These Oscar specific photos generated a lot of conversation for the company
Organizing an on the spot competition on Instagram
The team at US Cellular posted a photo of themselves working hard to get the best publicity around Oscars
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The company is still however absent on Pinterest and FourSquare while it is fairly inactive on Google Plus. On other platforms like YouTube, Instagram and Vine, US Cellular engages with the customers by organizing contests and posting videos to get the best out of the mobile phone. The job openings in the company are posted on its LinkedIn group which has a considerable following.
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Sprint Nextel:
Community Building:
To begin with, the company has a well maintained discussion platform on its parent website where the users can post threads that are promptly replied by the executives.
Own Posts: 16
Fans Change: 33,290
Response Rate: 81.80%
Interaction Rate: 0.5529%
Avg PTAT: 44,963
Total Interaction: 57,521
Content Strategy:
Sprint regularly posts videos about product launches, TVCs and also their community leadership programs. They also post videos of apps and services they provide along with sharing what happens behind the scenes at the company’s offices to connect with the customers at a personal level.
Sprint Nextel
(1,849,340)
(241K)
(1404)
(7226)
(22500)
(116,006)
(2,279)
Sentiment Analysis:
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Sprint does not interact with its customers on YouTube. The company has three twitter handles, @sprint, @sprintcare and @sprintnews which cater to different purposes which is evident from their names. The @sprint account is synced with the Facebook page and posts exactly the same content. The company started off with quite active content sharing on Instagram but has become silent in the last months. Sprint also has a Pinterest account with few followers but the company is yet to post anything on this particular network. Vine, being a fun platform allows Sprint to share #PhoneTricks (like making an armband for your phone from an old sock etc.) to keep the customers engaged. However, the frequency of posting is very less. While LinkedIn is utilized to share a little bit of everything, from new product launches to offers to TVCs and lest we forget, job openings, FourSquare allows the company to provide information not only about the service centers in the vicinity but also of Sprint charging stations located nearby.
Customer Relationship:
The best thing about their Facebook page is that they allow users to post and view queries on their wall. They also have a separate customer care tab which leads you to contact one of the company’s social care team members. There are various predefined topics which are frequently enquired and upon clicking one of them, you are redirected to the company’s website blog where you can find the most relevant thread for your query.
Much of data shared is either in form of link or photos
22% of user posts go without any response
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The company also has a separate twitter handle @sprintcare, which promptly replies to queries and grievances of the customers even if they are addressed to any other account of the company.
Sprint runs its own discussion forum on the official website where customers can post their queries. This service is quite popular!
Getting rave reviews!
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Community Engagement: Sprint Mobile has a team of Social Media Ninjas, comprising of Sprint employees, working to improve Sprint's reputation by acting as ambassadors, promoting products and services, and assisting customers through social media. The idea is to bring together like- minded employees who are passionate about the company, want to help customers and are active in social media. On these sites, Ninjas post content and interact with others who are asking questions or discussing Sprint products and services. LinkedIn, Facebook, YouTube, Twitter, Flickr and Digg are examples of some social media sites our Ninjas are active on. The program is open to all employees. To kick-start its family discount plan “Framily”, Sprint used social media to popularize a hypothetical family, “The Frobinsons”. All six members of the family are unique with different expectations from their service provider and have been well chalked out.
83% of the company’s buzz is generated by Twitter followed by Videos and other mediums
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AT&T:
Community Building:
Another one of the US Telecom giants, AT&T has come a long way in terms of its social media management strategy in the past few years. In an interview, the company’s Chief Information Officer accepted that social media has allowed them to identify the needs of current as well as potential customers and is helping the company build a strong relationship with them.
Own Posts: 12
Fans Change: 42,379
Response Rate: 64%
Interaction Rate: 0.1873%
Avg PTAT: 43,269
Total Interaction: 61,541
Content Strategy:
The company has joined hands with a group named WolfPack that comprises of its loyal supporters on the net and has identified them as the “influencers”. Like other service providers, AT&T also posts information on the digital media accompanied with an image which is believed to provide “a visual experience” to the viewer.
AT&T
(5,860,834)
(597K)
(18,387)
(38,779)
(405,847)
(146,178)
Sentiment Analysis:
89% of content shared on Facebook is in the form of photos
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The company’s YouTube channel is a one-stop for viewing all the recent commercials and videos suggesting how AT&T can improve the daily lifestyle of an individual. In addition, the company has a campaign against Texting while Driving in which it comes up with pledges and Twitition against texting while driving. AT&T is also quite active on Instagram and Vine where it posts relevant content to engage its customers.
AT&T keeps on coming up with innovative ways to engage with its customers through various social media channels. It recently launched AT&T Alerts on FourSquare, a service aimed at helping shoppers aware of nearby deals via opt-in discounts delivered directly to their phones by SMS based on geo-location data. For this, the company has tied up with retailers like GAP, Staples, Duracell and Motorola etc.
In addition, AT&T also interacts on a regular basis with the developer community on its Facebook page AT&T Developer Program and its own platform developer.att.com.
36% of posts on Facebook are replied within first couple of hours
Majority of the company’s buzz is generated by Twitter followed by Videos and Facebook
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Customer Relationship:
On the CRM front, the company claims to solve an average 21,000 issues each year. The @ATTCustomerCare twitter handle solves the complaints on Twitter however the replies it
sends out is not available on the account’s timeline unless you choose to display all tweets.
Community Engagement:
The company recently held a digital campaign #ItsOurBoston around the Boston marathon of which it is a proud sponsor. Fans nationally were encouraged to upload photos through the website, Twitter or Instagram using the hashtag #ItsOurBoston to have their images weaved into the digital billboard. It also provided free Wi-fi at the venue on the day of the event by bringing a couple of Cell on Wheel (COWs) at the venue.
The Facebook page has a “Customer Care” tab upon clicking on which, you can select your handset and view the FAQs for that particular model
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The crowd-sourced digital billboard was a big hit on the internet
A post on Google Plus informing the presence of COW at the Boston Marathon Venue
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T-Mobile:
Community Building:
The German wireless network provider boasts of covering 96% of America
and the company has left no stones unturned to make it known on the
social media. A video on YouTube, asking Verizon to “fold up” its map has
garnered around 3million views. A few other ads have also garnered
views ranging from several hundred thousand to a few millions.
Own Posts: 23
Fans Change: 56,556
Response Rate: 95.80%
Interaction Rate:
0.1645%
Avg PTAT: 54,866
Total Interaction:
140,178
Content Strategy:
T-Mobile is known to use the social media to aggressively market itself. The
company’s SVP of brand and advertising provides an insight into the
company’s digital strategy where he says:
“It’s a two-pronged approach. There’s the Facebook we use to buy and
amplify our message in a paid model. But it’s equally important to talk
about the 4.7 million fans that we cultivate and engage. It’s a really
important channel from that aspect, and it’s putting those two pieces
together where we reap far more benefits. If you first engage and create
a great social relationship, when you serve up things that are relevant,
[fans] actually help share them with their friends. That’s really how the two
mix together.”
“We’ve been engaging with people along the way and having these
great dialogues with fans, such that when we put specific offers out there,
T-Mobile
(5,246,225)
(421K)
(41,093)
(34,365)
(13.1K)
(239,715)
(128,774)
(9401)
Sentiment Analysis:
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we are seeing a tremendous take all the way down to them taking the offer and converting over to T-Mobile.”
T-Mobile also has identified certain influencers (like DJ Prostyle, Becky G, Andrew McCutchen, Olivia Munn, Tony Hawk and Nick Cannon) to reinforce the promotion of new product launches.
80% of content shared on Facebook is in the form of photos
52% of posts on Facebook are replied within first couple of hours
Majority of the company’s buzz is generated by Twitter followed by Videos and Facebook
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Community Engagement and Customer Relationship:
The company has managed to get returns on its investment and when T-Mobile ran a Facebook offer for the iPhone 5, 214,000 claimed the opportunity and 9% converted. T- Mobile got 29% ROI from the offer.
On Twitter, they have two accounts, @TMobile and @TMobileHelp which serve different purposes. While @TMobile is used for customer engagement and promotional offers and product launches, @TMobileHelp serves the purpose of CRM. T-Mobile allows fans to post on its Facebook page but those posts are not visible to anyone.
The company created a little furor on the digital space when it tried to hijack customers of other service providers by responding to negative tweets addressed to those companies.
T-Mobile allows fans to post on its Facebook page but those posts are not visible to anyone.
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Found guilty of aggressively trying to poach customers of other companies
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