Thierry Thijssen 01|01|2015 – 31|10|2015
Coosto facts • Founded in 2010
• More than 600 customers
• 120+ employees
• 30.000 logins a day
• 200 countries & 150 languages
Customer Service Engage with your customers in a fast and efficient way.
PR & Communication Monitor and measure your reputation and prevent or solve crises easily.
Coosto offers business solutions for:
Digital Marketing Analyse your marketing performance and create compelling content.
Data Research Dive into our social media data and discover or analyse trends.
• Scope:
• Top-20 most influential brands in Belgium (Ipsos)
• Top-20 strongest brands in Belgium (Energized Brands, Brandasset)
• 1 January 2015 - 31 October 2015
• Focus on engagement
Research into companies’ social media engagement
• Social media engagement drives customer loyalty
• Great customer service on social media will reduce customer churn
• Social media engagement leads to better brand reputation on customers and non-customers (scientific research by Dijkmans, Kerkhof and Beukeboom)
• A better reputation leads to more profit (engaged customers spend 30% more, research by Chris Barry, Rob Markey, Eric Almquist and Chris Brahm)
Social media are not the holy grail, but it definitely works!
Why is engagement so important?
• Proactive and fast responses on social media drive customer loyalty.
• This results in a better brand reputation!
• Telenet, De Lijn and Proximus are excellent examples.
• The opposite is true as well
• Companies which ignore social, lose customer loyalty
• Not-engaged customers spend less
Social media are not the holy grail, but it definitely works!
Conclusion
Thanks!
Drop by in the network lounge for a
free one-page social media report about
your brand. Just drop your business card in
our fish bowl! ;-)
Thierry Thijssen