Create - Day 2 - 14:10 - Social 101 with Renee Fehsenfeld, iProspect

SOCIAL MEDIA10130/10/15

TODAY’S CONVERSATION

What is Social Media?

What does good

look like?

Opportunities for

Brands

TODAY’S CONVERSATION

What is Social Media?

What does good

look like?

Opportunities for

Brands

HUMANS ARE SOCIAL BY NATURE

WE CRAVECONNECTIONS.

SOCIAL MEDIA IS NOTHING BUT A SET OF TECHNOLOGIES THAT ENHANCE OUR SOCIAL NATURE.

BUT, THE WORLD HAS CHANGED…

EVERY 2 DAYS THERE IS AS MUCH DATA CREATED AS FROM THE DAWN OF CIVILISATION TO 2013

SHIFT FROM TEXT TO VISUAL STORYTELLING

@MURADOSMANN @WKASS @HUMANSOFNY

47M MONTHLY USERS

+300M MONTHLY USERS

SOCIAL COMMUNITIES ARE FRAGMENTING

NEW WAYS TO EXPRESS

OURSELVES

SOCIAL INFLUENCERS ARE THE NEW ‘CELEBS’

ORGANIC REACH ISFALLING(EVEN FOR THIS GUY)

WHICH MEANS……

QUALITY, NOT

QUANTITY MATTERS

CUSTOMERS EXPECT

MORE

CONTENT OFTEN

STARTS AS PAID

TODAY’S CONVERSATION

What is Social Media?

What does good

look like?

Opportunities for

Brands

150 SERVICE AGENTS ANSWERING 40K

QUERIES PER WEEK IN 14 LANGUAGES. AVG RESOLUTION TIME = 30 MINS.

DEDICATED LOST & FOUND TEAM

REUNITING OWNERS WITH LOST

PROPERTY WITHIN 3 DAYS.

#HAPPYTO HELP CAMPAIGN

ANSWERING ANY TRAVEL QUERIES

24/7 FOR FIVE DAYS

TODAY’S CONVERSATION

What is Social Media?

What does good

look like?

Opportunities for

Brands

SOCIAL HAS A ROLE THROUGHOUT THE CUSTOMER JOURNEY

Personalised Scale

Educate, influence & change perceptio

ns

AWARENESS PURCHASE ADVOCACY

Efficient sales

Relation-ship

manage-ment

Nurture & leverage advocacy

PAID SOCIAL HAS A ROLE IN BOTH BRANDING & DIRECT RESPONSE

Audience Data

Incremental

ReachEnhanced targeting

Lookalikes & re-

targeting

MEASURED IN CLICKS, VIEWS, IMPRESSIONS, COST PERS & TRAFFIC

FORMATS HAVE EVOLVED.

INSTAGRAM VIDEO & TARGETING

TWITTER WEBSITE CARDS

FACEBOOK CAROUSEL/ADS

MEASURING SOCIAL PERFORMANCE

Influence

How many more people considered buying it?

How good were we at

getting people to do something?

How interested

were people in what we

were saying?

Were we value for

money? Vs other

channels?

Impact Engage-ment Efficiency

THANK YOURenee.Fehsenfeld@iProspect.com@renegadefighter