Welke experience zoekt mijn connected consumer eigenlijk op social?
Welke experience zoekt mijn connected
consumer eigenlijk op social?
90% of the world’s data was created
in the past two years.
“Watching trends is not enough,
it is necessary to be a part of them.”
38% I enjoy reading and
watching content from
brands on social
I feel constantly
followed by brand
advertising online
34%
20% I enjoy reading and
watching content
from brands on social
I feel constantly
followed by brand
advertising online
35%
I actively ignore any
social posts or content
from brands
36%
1
Customer
Experience
2 The social
journey
23% Using an
ad blocker
Let’s change now!
1
Customer
Experience
2 The social
journey
The social
journey
1
Nearly 100 sessions a day
56
38 35
30
21 17
10 9 9 5 0
10
20
30
40
50
60
6
12
18
0
2
4
6
8
10
12
14
16
18
20
3 4
16
0
2
4
6
8
10
12
14
16
18
“14 “15 “16 “14 “15 “16
Customer
Experience
2
33% For many consumers, social is now seen to have a role to play throughout the customer journey
58%
36% 33%
48% Access branded content
Find out information
Express an opinion
Ask a question
45-54 16-24
26% 36%
“The brands I use have
different levels of customer
service online and offline”
Brands must coordinate channels to ensure coherent, emotionally-engaging experiences
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Expectations, expectations,
expectations, expectations, expectations
Vliegensvlug?
Shifting spheres of influence
Most of the content I watch
is produced by other users or
celebrities
Nature boost
Een (h)eerlijk drankje, goed voor jou én de natuur!
Nature boost
Een (h)eerlijk drankje, goed voor jou én de natuur!
Nature boost
Een (h)eerlijk drankje, goed voor jou én de natuur!
Judith ten Bokkel Client consultant at Kantar TNS
+31 613 053 450
@JudithBokkel
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