#Savetheoperator TECHila team - 2015 Vodafone University Contest winner

Download #Savetheoperator TECHila team - 2015 Vodafone University Contest winner

Post on 21-Jul-2015

294 views

Category:

Marketing

1 download

Embed Size (px)

TRANSCRIPT

<ul><li><p>SOCIAL ENGAGING: </p><p>Arditi Silvia | Benzi Elettra | Miglietta Pierandrea | Tornabene Luciana | Trombi Giulia | Yarkina Anastasia </p></li><li><p>1. INDUSTRY OVERVIEW2.PROBLEM IDENTIFICATION3.PRIMARY DATA4.OUR STRATEGY 5.METHODOLOGY</p><p>AGENDA</p><p>1</p></li><li><p>445,090</p><p>133,915</p><p>131,87</p><p>130,481</p><p>88,432</p><p>1537,492559,102</p><p>534,021</p><p>600,534</p><p>597,077</p><p>0 500 1000 1500 2000</p><p>Telecom</p><p>E-commerce</p><p>Retail</p><p>Electronics</p><p>Services</p><p>Migliaia</p><p>Total Questions on Twitter</p><p>Total Questions on Facebook</p><p>Right now: Customer CareDemand by Industry</p><p>2www.socialbakers.com</p></li><li><p>19%</p><p>14%11%</p><p>5% 4%</p><p>32%</p><p>18%</p><p>10%7% 7%</p><p>0%</p><p>5%</p><p>10%</p><p>15%</p><p>20%</p><p>25%</p><p>30%</p><p>35%</p><p>Telecom Airlines Finance E-commerce Retail</p><p>Industries on Twitter Industries on FB</p><p>Right now: Social Devotion by Industry</p><p>www.socialbakers.com3</p></li><li><p>SOCIALLY DEVOTEDTELECOM BRANDS ON FACEBOOK</p><p>6MINRESPONSE </p><p>TIME</p><p>94%RESPONSE </p><p>RATE</p><p>93%RESPONSE </p><p>RATE</p><p>97MINRESPONS</p><p>E TIME</p><p>32MINRESPONSE TIME</p><p>95% RESPONSE RATE</p><p>4www.socialbakers.com</p></li><li><p>www.socialbakers.com</p><p>1.393.359FOLLOWERS</p><p>820.019FOLLOWERS</p><p>85.002FOLLOWERS</p><p>827.019FOLLOWERS</p><p>1.760.137FOLLOWERS</p><p>402.743FOLLOWERS</p><p>5</p></li><li><p>6</p></li><li><p>AND THATS THE RESULT!</p><p>7</p></li><li><p>8</p></li><li><p>1.ASK YOUR </p><p>CUSTOMERS9</p></li><li><p>MARKET RESEARCH (3)WHICH REASONS BRING YOU TO LEAVE ANEGATIVE COMMENT ON A COMPANY'S PAGEON SOCIAL NETWORKS?</p><p>REPORTMALFUNCTIONS </p><p>OF A SERVICE</p><p>67%</p><p>GET MORE </p><p>LIKES</p><p>5%</p><p>SIGN OF A </p><p>DISAPPROVALCONCERNING A </p><p>CONTENT</p><p>57%</p><p>10</p><p>4%</p><p>GET INVOLVED IN A </p><p>DISCUSSION</p></li><li><p>11</p><p>WHAT BRINGS YOU TO LEAVE A POSITIVEREVIEW ON SOCIAL NETWORKS ABOUT APRODUCT/SERVICE USED?</p><p>HUMANRELATIONSHIP</p><p>CREATED</p><p>43%</p><p>EXTREMELY</p><p>POSITIVEEXPERIENCE</p><p>40%</p><p>SHARING</p><p>DESIRE</p><p>47%</p></li><li><p>2.HAVE A BRILLIANT</p><p>IDEA12</p></li><li><p>IMPROVE SOCIAL </p><p>CUSTOMER CARE</p><p>FUNNY | EASY | LIVELY13</p></li><li><p>BEFORE:BORING</p><p>Thanks to you Guido,We confirm that we received yourmessage.We will contact you as soon as possible.Gaia -Vodafone 14</p></li><li><p>AFTER:NICE&amp;EASY</p><p>Hey Guido, thank a lot for the time that you spent to write us!:)We would be really glad to help you, but in order to do it weneed some personal data. Please, send us a private messageregarding your problem as soon as possible.Thanks a lot Maria, Vodafone Team 15</p></li><li><p>CREATE A SET OF </p><p>INFOGRAPHICS TO EXPLAIN</p><p>1USEFUL ADVICES</p><p>56% of users write comments / post in order to ask for information.16</p></li><li><p>2NEW OFFERSTARIFFSDISCOUNTS</p><p>77% of users engage with social pages of telecom companies in order to keep updated </p><p>with brands offers and discount .17</p></li><li><p>3THE MOST COMMON </p><p>PROBLEMS</p><p>33% of users write comments / post in order to ask for help. 18</p></li><li><p>?WORK ON THE PERCEPTION OF THE CUSTOMER CARE</p><p>WHEN YOU ASK FOR HELP</p><p>WHATS ON THE OTHER SIDE</p><p>19</p></li><li><p>HIM?</p><p>20</p></li><li><p>21</p></li><li><p>#SaveTheOperator</p><p>22</p></li><li><p>23</p></li><li><p>51% of users get engage with content on social networks because they find it funny. 24</p></li><li><p>VIDEO TIME</p><p>#SaveTheOperator</p><p>25</p></li><li><p>#SaveTheOperatoron Facebook 26</p></li><li><p>3.TEST IT!</p><p>27</p></li><li><p>NEW TRAJ. DEVELOPMENT FUNNEL</p><p>1 2 43 5OPPORTUNITY</p><p>IDENTIFICATION</p><p> Secondary Data Primary Data </p><p>Survey &amp; In-depthinterviews</p><p> Gap Analysis Emphatic design</p><p>CONCEPTGENERATION</p><p> Save the operator campaign &amp; Infographics</p><p>CONCEPTEVALUATION</p><p> Concept test</p><p>28</p><p>LAUNCH</p><p> ATAR Rogers Model</p><p>DEVELOPMENT</p><p> Graphic design of the posts</p><p>HOW WEVE GOT IT?</p></li><li><p>VODAFONE WILL BE PERCEIVED</p><p>WARMER</p><p>+39% +30%</p><p>MORE LIKEABLE</p><p>+37%</p><p>MORE FRIENDLY</p><p>+27%</p><p>MORE APPEALING</p><p>29</p></li><li><p>KEEP CALM </p><p>AND</p><p>#SAVETHEOPERATOR30</p></li></ul>

Recommended

View more >