SMS2014 - socialbakers - Using social intelligence to optimize consumer relationships

Using social intelligence to optimize consumer relationshipsSocial Media Summit Brussels

What We do

Socialbakers sets the standard in Social Care

SOCIALLY DEVOTED

Smart Storytellers Global Brands

Number of Page Posts

Nu

mb

er

of

Po

sts

In

tera

cti

on

s

0

Coca-Cola

Ford Motor Company

WranglerPuma Heineken

Harley-Davidson

Sony Mobile

Jack Daniel’s Tennessee Whiskey

SMART STORYTELLERS

Brands with Great

Quality & Quantity Ratio

Top Social Care Industries

Facebook Belgium

00% 25% 50% 75% 100%

Beauty

Retail

FMCG Food

Fashion

E-commerce

Airlines

Services

Finance

Telecom

All Brands

91.2 %

83.1 %

78.5 %

78.5 %

77.9 %

76.8 %

75.5 %

73.1 %

71.7 %

79.8 %

Facebook Global

Beauty

Retail

FMCG Food

Fashion

E-commerce

Airlines

Services

Finance

Telecom

All Brands

00% 25% 50% 75% 100%

86.2 %

81.2 %

63.2 %

86.0 %

62.3 %

55.3 %

62.2 %

73.2 %

61.6 %

69.7 %

Response Rate Q3 2014

SOCIALLY DEVOTED

Belgian Socially Devoted Brands

SOCIALLY DEVOTED

Source: Socialbakers – Social Marketing Report Nov 2014

Socially Devoted brands

receive 3.5 times more

interactions on average than

Non-Socially Devoted brands.

Source: Socialbakers, data range: 1.4.13 – 1.7.13

Some think ignoring crises on social is OK

10 Languages

More than 100 Employees1 Hour Response Time, 24/7

While others know, that handling it right...

KLM

AZUL

Emirates

AirAsia

Turkish Airlines

GOL

Nasair

Air France

Qatar Airways

Southwest Airlines

% of Engaged

Users % of Engagement

AIRLINES… pays off

Source: Socialbakers, data range: Q4 2013

So, how do analytics-driven

marketers perform better?

Fans / Fan

Growth

Activity of

Your PageEngagement

Rate / Reach

Response

Rate

Response

Time

Social is not about one metric, it’s

about all of them

$Paid media

Marketers fly blind

33%

Only 1/3 of marketers

Are using tools

for deep social performance

analytics

Source: Socialbakers Marketing Survey, Jan 2014, 525 respondents

Analytics users have up to 2x

times better results

0

2000

4000

6000

8000

10000

12000

14000

16000

18000

20000Average

Interactions in 2013

Source: Socialbakers, data range: 1.1.13 – 31.12.13

Socialbakers

Smarter Decisions:

Know Your Customers & Engage

Them with Compelling Content

100+ Actionable Metrics & KPIs

to track any objective

Benchmarks & Cross platform

reports

See what content is working

with deep, platform-

independent insights about

audience & user behavior

95 % of companies don‘t

have a dialogue

with their users

Command

Take Command

of the Conversation

Publish

Publish Anytime,

Anywhere

Monitor

Monitor Your Performance

& the Competition

Socialbakers

Smarter Publishing

Better Community Management

Engagement Platform for Business Optimisation

Increased Productivity2x

Ave.29K /mos Ave. 48K /mos

Increased Productivity = Better Efficiency Social Media Careline

Nearly

Only by adding from 6 to 8 carelines, we managed to increase from handling 2 FB accounts to 3 FB accounts and 2 Twitter accounts.

Uplift Responded Questions

Collaborative Effort for Customer benefit

More responded questions

↑4%Stretching for more responded questions is not an impossible benchmark even when volume of interactions are increasing...

93%Responded

97%Responded

Social Marketers Job Changed –Before

CREATE

CONTENT

PUBLISH IT

Social Media Managers have an increasingly hard job

Optimizethe promoting

Promote it

ReactGet involved in the discussion

Respondto user interactions

Create Content

Publish it

Optimize it

ANALYZE

=The right

content to

maintain high

organic & paid

reach

+The right

social

customer &

community

care

The right ad

metrics &

tools to drive

social ad

performance

Optimized

and

amplified

social

campaigns!

+

The Social Equation for Brand Success

Social

Media

Marketing

& PRHR SalesLeadership

Cust.

Care

Social Media goes beyond Marketing

Our Vision is that brands will

connect with their

consumers in the most

social way possible…

Our Mission is to become

the global standard

for the way social media

is measured & optimized

Thank you