INGREDIENTS TO SUCCESS ● 1 pcs. strategy ● A handful of enthusiastic activists ● 1 tool for benchmarking and analysis ● 1 team aka Altibox CS247 ● A handful of product development Communities ● 100 % top management commitment ● Channel selection, volume as desired ● Content, amount as desired

1. THE SECRET
BEHIND ALTIBOX
SOCIAL MEDIA
SUCCESS
Kjell Arild Nielsen
Senior Digital Manager
@kjellan
@kjellan80
kan@altibox.no
+ 47 47 50 91 58 1

2. About Altibox
With 400.000
customers, Altibox is
Norway’s leading
provider of Fiber

3. 3
2011

4. INGREDIENTS TO SUCCESS
● 1 pcs. strategy
● A handful of enthusiastic activists
● 1 tool for benchmarking and analysis
● 1 team aka Altibox CS247
● A handful of product development Communities
● 100 % top management commitment
● Channel selection, volume as desired
● Content, amount as desired
4
@kjellan

5. METHOD:
…
5
@kjellan

6. #STRATEGY
6
@kjellan

7. ● Listening
● Responding
● Engaging
● Involving
● Acting
ALTIBOX WINS SATISFIED CUSTOMERS ON
SOCIAL MEDIA BY
7
Strategy
@kjellan

8. WHY IS SOCIAL MEDIA IMPORTANT FOR ALTIBOX?
● Increased customer satisfaction through dialogue
● Increased availability
● Increase awareness and knowledge of our products and brand
● Strengthen the brand and reputation
● Easy to share and disseminate information
● Learning from our customers through dialogue
«It's no longer a question of whether we should participate in social
media, just how good we'll do that.» Erik Qualman
www.socialnomics.net
8
Strategy
’’
@kjellan

9. Comparison
Recommandation
WHILE CONTENT IS THE STRONGEST DRIVER OF OVERALL LEVEL
(ACROSS FIRMS), IT IS RESPONSE THAT IS THE STRONGEST DRIVER
FOR RELATIONAL STRENGTH TO ALTIBOX ON FACEBOOK!
TRI*M
Relationship
Strength
Interaction
Response
Content
Interaction
Content
Response1)
2)
3)
Of the three factors that Altibox may affect directly the response that has the
greatest impact on relationship strength. Then comes the interaction, so
content.
TNS Community Insight 2014
Strategy
@kjellan

10. What would you say is most important reasons why you like / follow Altibox on Facebook ?
Get information about Altibox products / services
Because I am a customer
Receive offers
To get updates from Altibox
Participate in competitions
Get help and answers about Altibox products
Information about movies and series
Access to exclusive information
Show others that I am Altibox customer
Friends / family likes / follows Altibox
Other
0 % 25 % 50 % 75 % 100 %
2 %
1 %
2 %
7 %
15 %
37 %
7 %
38 %
19 %
50 %
38 %
WHY DO CUSTOMER FOLLOW US ON FACEBOOK?

11. OPENNESS CREATES TRUST
In the myriad of brands you need
one you can trust, who knows
you and listening to you when
you need it.
-Karianne Nelly Skuseth,
Content Manager Altibox
11
2015
’’

12. #ENTHUSIASTIC ACTIVISTS
12
@kjellan

13. MØTE FACEBOOK NORGE
Enthusiastic Activists - we allow our employees to be our ambassadors
Altibox 'employees are our best
ambassadors in social media.
02.03.16
13
@j0lliyo @KarianneNelly
@oysteinaase
@AndreTee
@sivebakk
@TorilNag @kristinstvg
@kennethst @Solsem

14. #ANALYSIS
14
@kjellan

15. THE NEWEST DATA ON
SOCIAL CUSTOMER CARE
Socially Devoted brands understand the
shifting paradigm of customer care. They
know that the most responsive and dynamic
audiences are on social and those people
want responses to their questions and
issues.

16. MONITOR YOUR COMPETITORS
16
Analysis
@kjellan

17. USER ACTIONS ON FACEBOOK WALL 2011
17
@kjellan
Analysis

18. 18
USER ACTIONS ON FACEBOOK WALL 2012
@kjellan
Analysis

19. 19
USER ACTIONS ON FACEBOOK WALL 2013
@kjellan
Analysis

20. 20
USER ACTIONS ON FACEBOOK WALL 2014
@kjellan
Analysis

21. 21
USER ACTIONS ON FACEBOOK WALL 2015
@kjellan
Analysis

22. 22
USER ACTIONS ON FACEBOOK WALL 2016 (Q1+Q2)
@kjellan
Analysis

23. FOLLOWERS AND CUSTOMER SATISFACTION
INDEX (CSI) ON SOSIAL MEDIA
EPSI RATING
23
Do you follow your provider on Social Media?
By industry, Norway 2015
0 %
13 %
25 %
38 %
50 %
50
58
65
73
80
TV Internet Mobile Energy Supply Streaming Services Banking
Cust. Sat: Yes Cust. Sat: No %of customers on SoMe
18 %17 %
16 %
15 %14 %
9 %
70
64
71
70
64
66
77
72
80
75
69
73
9 %
14 % 15 %
16 %
17 % 18 %
Analysis

24. EPSI RATING
EXAMPLES OF SELECTED COMPANIES
2016-02-25
24
Customer Satisfaction Index (CSI) & Social media
0 %
10 %
20 %
30 %
40 %
40
53
65
78
90
Altibox Tv Altibox Broadband Talkmore Sparebank 1 Group Gudbrandsdal Energy Canal Digital Cabel
CSI followers CSI not followers % followers
6 %
21 %
19 %
11 %
19 %18 % 63
77
70
75
71
68
65
83
79
80
77
79
18 % 19 %
11 %
19 %
21 %
6 %
Analysis

25. #KPI
25
@kjellan

26. SOCIALLY DEVOTED
THE STANDARD OF CUSTOMER CARE IN SOCIAL MEDIA
26
For more information, visit www.socially-devoted.com
Socialbakers CEO
Jan Rezab
NewStanda
rd of Customer Care in
SocialMedia
NewStanda
rd of Customer Care in
SocialMedia
SOCIALLY DEVOTED
Socially Devoted
from to makes
a Total Response
Rate on
verifies that
Official Confirmation for
KPI
@kjellan

27. #ALTIBOX CS247
27
@kjellan

28. 28
Altibox CS247

29. 29
Altibox CS247
@kjellan

30. WINS SATISFIED CUSTOMERS ON SOCIAL MEDIA
30
Altibox CS247
@kjellan

31. 31
Altibox
CS247
1. Altibox replies when it is convenient for the customer.
2. Altibox is available where the customer wishes to contact.
3. An informal tone of voice.
4. Entire Altibox aware of customer service.
5. Applauds everyday heroes.
FIVE REASONS WHY ALTIBOX ARE GOOD AT
CUSTOMER SERVICE IN SOCIAL MEDIA
@kjellan

32. 32
#EVERYDAY
HEROES

33. 33
ALTIBOX = SOCIALLY DEVOTED
IN CUSTOMER CARE, TIMING IS EVERYTHING
Altibox CS247

34. #COMMUNITIES
34
@kjellan

35. USER-DRIVEN PRODUCT DEVELOPMENT
• Altibox Pilot - new TV platform
• Altibox Beta – TV Everywhere
• Altibox Partner Pilot
• Altibox Beta
35
Communities
@kjellan

36. HELP - CONSTANTLY
●Ongoing focus groups across Norway
●Facebook groups for all new products
●Ongoing Quest defender and polls in groups
●Continuous bug fixes and updating functionality
●We reveal critical errors - before launch
36
Communities
@kjellan

37. #TOP MANAGEMENT
COMMITMENT
37
@kjellan

38. 38
Commitment
Nils Arne Bakke,
CEO Altibox@kjellan
AND IT PRODUCES RESULTS!
We are constantly
challenged to improve
ourselves.
In June 2015, we held our
first online netmeeting face
to face with our customers
via social media :)

39. 39Toril Nag, Executive
Vice PresidentTelecom Lyse
Commitment
3 REASONS WHY OUR VP LOVES #SOME
1. #SoMe is the top managers finger on the
pulse of the customers
2. Customer service is ROI!
3. #SoMe is influencing!

40. #CHANNEL SELECTION
40
@kjellan

41. WE ARE PRESENT IN SEVERAL CHANNELS
● Facebook: Customer service, information, news sharing, sales and
product information.
● Twitter: Customer service, information, news sharing, sales and
product information.
● LinkedIn: Information and news sharing, recruitment, product
information, networking and partner-building and job advertising.
● Youtube: Training, information and product launch.
● Google+: Optimisation of search, information, news sharing, sales
and product information.
● Instagram: Sharing experiences.
41
Channel selection
@kjellan

42. #CONTENT
42
@kjellan

43. 43
Content

44. 44
De boards'ene dere kjører med superhelter -
de er heeeelt råe (!) er det noen som helst
mulighet for å få kjøpt de?
Har en superhelt-elskende sønn på 7 år,
hadde vært rått å henge opp på
gutterommet!! ;)
Jag har kanske en liten speciell fråga; när jag
var nere i oslo sentrum tidigare i veckan såg
jag de stora reklam plakaten ni har med
norge och div super hjältar. Är en fantastisk
reklam och eftersom jag både gillar norge och
super hjältar undrar jag om det finns möjlighet
att få några olika sådana plakat när eran
kampanj är över? …
Hoppas på positivt svar.
Ha en flott dag.
Mvh Emma
BATMAN
@kjellan
Content

45. 45
MOVIE EVERYWHERE
@kjellan
Content

46. 46
Over 500,000 in reach for all
posts related to outdoor
cinema at The Vigeland
Museum.
Over 3000 participants in the
competition for tickets :)
OUTDOOR CINEMA
@kjellan
Content

47. 47
Innhold
UTEKINO
kjellan

48. WALL OF FAME
48

49. Norway's most satisfied TV and
broadband customers – 6th year running

50. INGREDIENTS TO SUCCESS
● 1 pcs. strategy
● A handful enthusiastic activists
● 1 tool for benchmarking and analysis
● 1 team ala Altibox CS247
● A handful of product development Communities
● 100 % grounding in top management
● Channel selection, volume as desired
● Content, amount as desired
50
@kjellan

51. THANK YOU FOR YOUR
ATTENTION
Kjell Arild Nielsen
Senior Digital Manager
@kjellan
@kjellan80
kan@altibox.no
+47 47 50 91 58
51