1. Twitter and the evolution of #social to
the centre of the digital eco-system
Aliza Knox, Managing Director of Online Sales, APAC Twitter, Inc.
@alizaknox
Alice Smith, Social Media Campaign Manager, Vodafone Australia.
@alicesinwonders
11. Quin
@QuinMurray
Helicopter just hit a crane and crashed
a few metres in front of me in vauxhall.
Completely shaken.
pic.twitter.com/2YJvzsp3
2,379
RETWEETS
100
FAVORITES
8:05
AM
12. BBC Radio 5 live
@bbc5live
BREAKING: Reports a helicopter
has crashed at South Bank in
London. Live:
ow.ly/gQUoy
8:13
AM
129
RETWEETS
2
FAVORITES
18. Now: Every 2.5 days
Then: 3 years, 2 months, 1 day
1 Billion Tweets
19.
20. Issues with products or
service
Requests about the
company
Customer service
interactions
Sales leads
70%
66%
60%
42%
When you listen, you find
21. Rupak Saluja
@roopaksaluja
Breakfast Pre-PPM at @fsmumbai.
Featuring croissants & Bircher Muesli.
twitpic.com/8d19zk
Four Seasons Mumbai
@FSMumbai
@roopaksaluja Enjoy your breakfast. Happy Sunday! : )
22. Rupak Saluja
@roopaksaluja
@FSMumbai thx. Must complain about the service though. As a regular, I find breakfast
service to be below par & below global FS standards.
Four Seasons Mumbai
@FSMumbai
@roopaksaluja Thanks for the feedback. We will address it with our
team.
Rupak Saluja
@roopaksaluja
@FSMumbai Thx for the prompt action. Rashmi came to my table
to get feedback. Stuff gets easily forgiven when attended to like
that.
27. 10xnumber of downloads compared
to other mobile advertising
channels
5.6
Peak engagement rate
300%increase in followers
28. Drive in-tweet interaction with cards
Preview content, integrate media and deep-link to sites and downloads within a Tweet
Media
Image: photos
Player: audio/video/livestream
Product
Product summary with link to website
App
Mobile app card with the app download feature
Summary
In-Tweet article summary with link to website
31. Samsung #GalaxyVine
Samsung Mobile US @SamsungMobileUS
There’s a first Vine on every phone. Galaxy owners, start
your index fingers. #GalaxyVine vine.co/b3v1m5p6ljn
Promoted by Samsung Mobile US
32.
33. Twitter, Inc. | Confidential
Source: Compete US 2012; Source: BlueFin Study 2012
THE
SOURCE
TWITTER DRIVES THE ONLINE TV CONVERSATION
50%
Of Twitter users access
Twitter while watching
TV
95% Of the public conversation
around TV is taking place on
Twitter
33
38. How does Twitter help us to
be heroes?
AvailabilityWe are where our customers
want us to and expect us to be
EngagementTwo-way conversations and a
listening tool to form business
decisions
BrandThe voice of our human
network
39. Using Twitter for Care
AccessibilityQuick fire responses from
@VodafoneAU_Help
Risk managementBeing resolution focused, timely and honest
ResolutionsFast and in the channel chosen by the customer
(Twitter)
40. Using Twitter for Brand
Products & Services
Brand Voice
Marketing Campaigns
•
•
•
41. Gaga = social royalty
All Time Vodafone prepaid to leverage
the Gaga mania in the social space
Content long-tail
•
•
•
#AllTimeGagaLive
57. Where to now?
Restore trust and confidence
Amplify the voice of our advocates
We’re still on our way to being a hero -
Twitter is a key part of our brand
recovery arsenal
•
•
•