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Increasing Customer Engagement in social media

Increasing Customer Engagement in social media. Jiri Voves , Socialbakers. @ jirivoves. About Socialbakers. “We are a ‘customer developed’ company,” said Jan Rezab , who is the CEO and co-founder of S ocialbakers. “Our customers kept telling us the metrics they wanted to see.”.

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Increasing Customer Engagement in social media

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  1. Increasing Customer Engagement in social media Jiri Voves, Socialbakers @jirivoves

  2. About Socialbakers “We are a ‘customer developed’ company,” said Jan Rezab, who is the CEO and co-founder of Socialbakers. “Our customers kept telling us the metrics they wanted to see.” • Offices in London, Prague, Munich, San Francisco, Paris • 400,000 marketers across75+ countries, every continent • Launched platform in 2010, currently 110+ employees • Facebook Preferred Marketing Developer, one of 7 in the world that have 3 competence badges October 31, 2011 Used by Leaders

  3. Visit Socialbakers.com

  4. Socialbakers Platform Build Engagement View in Context Get Data The #1 platform of choice by hundreds of marketers to monitor and compare their social media performance Build meaningful social media campaigns that help drive your social media success The #1 go to place for marketers to find social statistics.

  5. Facebook In Numbers: SteadyGrowth Facebook User Growth

  6. Facebook in numbers: Portugal 50 % FB population in 18-34 yrs of age

  7. Facebook in numbers: Facts More than 900 million users Over half of the users login every day #1 website worldwide in terms of average time spent on site 90 % of all interactions happen in the Newsfeed “ “ Facebook: Not just clicking, but really making connections between users and brands

  8. LatestTrends In Social Media Content Customer Care Analytics Almost no barrier between brands and users. Proper communication is a key to success Monitoring matters. Only fully informed brand is able to do proper marketing decisions. Most of your fans don’t come back to your Page. Most of the interactions are made in the Newsfeed

  9. Contentis King –NewsfeedContent

  10. Engaging Content - Tips • Great content mix – photos, videos, albums, statuses • Asking for engagement – asking for likes, comments • Asking questions • Posting content which is interesting to fans ! With proper content, you are able to reach beyond the actual fan !

  11. ApplicationContent

  12. ApplicationContent PUMA 400 000 users3 weeks

  13. Timelinecontent– „Social by design“ Approx. 90 % of interactions happen in the Newsfeed

  14. MicroformatContent

  15. MicroformatContent

  16. MicroformatContent–Reaching more fans

  17. Metricsthatmatter Engagement Fans Size, reach, and growth evolution User interactions and engagement to content, People talking about Competition Community Compare all of that with competitors and know what’s happening in the industry Community management, response rate, key influencers, Core Fans

  18. Metrics in social media – ENGAGEMENT RATE

  19. RANKING companiesaroundtheworld Not in this rank? Suggest it on www.socialbakers.com!

  20. Metrics in social media – ENGAGEMENT RATE

  21. Analytics–Comparisons

  22. Customer Care –Power to the user • Facebook Page: Your mission control on Facebook • No barriers between users and brands • Quick and immediate reach • Popular in services industry

  23. Analytics– Response Rates

  24. Top industries on Facebook by ER

  25. Top industriesby Response Rate

  26. by

  27. by

  28. Recent Case Study Jan 2, 2012 Socialbakers publishes Infographic for US Elections Jan 3, 2012 AdAgereports President Obama’s family picture is most viral on Facebook Feb 21, 2012 Washington Post reports President Obama selects family photo for re-election ad

  29. Summary • Choose the right metrics to monitor = Helps understand success in social media • Build great content for your social presence= Helps engaging your fans • Make sure you do both proactive and reactive engagement in social media= Helps build community • Use the right tools and partners= Helps to do it faster and easier

  30. jiri@socialbakers.comM: +420 603 101 475 Friendme: facebook.com/jirivoves (meetmefirst) Followme @jirivoves (whenyouwant) Link me: Jiri Voves (anytime)

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