Oreo was the brand with the highest increase of ‘buzz’ in 2012, with a 49% higher online chatter than in the previous year.
How did Oreo achieve this and also continue to maintain this high level of engagement?
We’ve previously discussed on the blog about how Oreo is the king of agile marketing, and it's clear that Oreo has a marketing team that not only has a finger tightly on the pulse, but who can also react with whip-smart efficiency, humour and charm.
Recently I’ve discovered some more great examples of online marketing (agile and not-so-agile) throughout Oreo’s social channels. Each one displaying a strong presence and a keen idea of what its followers expect from the brand. Let's take a look at each one in turn...
Brands no longer have an option over whether or not they provide social customer service as consumer demand dictates that complaints and queries are at least acknowledged even if they are ultimately dealt with via a different (less public) channel.
A new study by IMGroup found that fashion retailer Next currently provides the best overall social customer service among brick-and-mortar retailers, followed by Argos and Marks & Spencer.
Next was the top performer on Facebook and the second best on Twitter, which are the two channels most commonly used for social customer service.
All of the retailers in the report had a Twitter presence, with seven of them operating a dedicated customer service feed. Only Superdrug and Boots do not use Twitter for customer service or complaint handling.
As Facebook and Twitter fight to dominate conversation going on in social TV, Mass Relevance has established itself as the platform to facilitate the social battle.
I caught up with Mass Relevance CEO Sam Decker about starting up, the difference between Facebook and Twitter, and the future of social TV.
Twitter Q&As are like London buses – you wait ages for one then 100 come along at once. At least I think that’s how it goes?
In recent months brand marketers must have been busy convincing prominent members of staff to make themselves available on social media, as it seems every day someone else is answering questions via a hashtag.
The main benefit of these Q&As is PR, as the likelihood is that a huge number of trolls will try to ruin the exchange and inadvertently get it trending.
It tends to be the preserve of pointless celebrities and footballers, however every now and then someone of genuine interest agrees to get involved.
This roundup includes seven Twitter Q&As that proved to be useful for one reason or another...
Recently one of our Twitter friends (Hello @Henweb) pointed out that they were having trouble accessing Twitter analytics.
I realised that we’d written about this in the past, but many users had trouble accessing analytics data.
Here’s a very quick and easy guide to help you get access to Twitter analytics without spending any money.
As we approach the end of the penultimate month of 2013 it’s time to round up some of the most interesting and noteworthy social campaigns we’ve seen in the past 30 days or so.
This time it includes efforts from MTV, Red Bull, Manchester City, Sony and ASOS.
If you’ve spotted any other decent social campaigns in November please flag them up in the comments...
American Airlines’ approach to social has undergone a huge period of transition in the past few years.
The evolution came thanks to a new strategy that was aimed at developing social as a responsive, efficient customer service channel.
At Socialbakers’ Engage NYC event today American Airlines’ social communications analyst Katy Phillips described how and why the company’s approach to social had developed since 2011.
Up until two years ago American’s social channels were handled in partnership with a PR firm, however it was felt that in order to properly resolve customer service queries social needed to handled exclusively in-house.
"If there’s one thing you have if you run a small business, it’s time. If there’s one thing you probably don’t have, it’s money."
I have to credit the above statement to Will Critchlow, it condenses what I'm about to discuss in a simplified way.
Essentially social media costs nothing but can be a fairly time consuming practice depending on how many platforms you choose to use. Social media is also the key way for a small business to develop awareness, raise its profile, gauge its market and interact with existing and future customers.
As a small business you're in a great position to start exploiting social media for all its worth.
As the UK is celebrating its first Small Business Saturday on 7th December 2013, here I present the first in a series of posts that will take a look at each individual social media platform, and highlight how your small business can wring the best out of each one.
Let's begin with Twitter.
Snapchat, the equally popular and controversial photo-sharing site, has edged out Facebook in being the most frequently used platform to upload photos.
Out of 809m daily photo uploads in November 2013 so far, Snapchat has a 49% share (accounting for approximately 400m daily uploads), with Facebook now at 43%.
This 400m figure has grown from the reported 350m in September 2013 and a previous figure of 200m in June 2013.
Only 74 of the top 5,000 YouTube channels are from brands.
This research comes from Touchstorm’s latest study, The Touchstorm Video Index, covering Q3 2013 and concentrating on the 'YouTube 5,000', an elite group of channels with at least 43m views each.
Of those 5,000 channels, only 2% are owned by brands. That means there are 4,926 teenagers with webcams, older people with camcorders, vloggers with flipcams, bedroom animators with smartphones and various other fashionistas, musicians, close-up magicians, action figure critics and amateur film-makers who are completely dominating the platform and squeezing out the big companies.
What can brands do about this? Is there any hope for them?
Here are some key findings from the report, along with our own insight, ideas for strategy and a look at the brands who are using YouTube successfully.