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40 Inspiring Social Media Case Studies
The document discusses the evolution of digital engagement and social media in Singapore over the past year, highlighting key statistics and trends such as the significant growth in mobile and social media users. It outlines strategies for branding awareness, engagement, selling, and customer service, emphasizing the importance of creativity, personalization, and responsiveness in social media marketing. Notable case studies demonstrate how brands can effectively leverage social media to enhance their reach and customer experience.
40 Inspiring Social Media Case Studies
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- 2. YEAR-ON-YEAR-GROWTH HOW THE DIGITALWORLD HAS EVOLVED OVER THE PAST 12 MONTHS TOTAL POPULATION ACTIVE INTERNET USERS ACTIVE MEDIA USERS UNIQUE MOBILE USERS ACTIVE MOBILE SOCIAL USERS 7.357 BILLION 3.175 BILLION 2.206 BILLION 3.734 BILLION 1.925 BILLION
- 3. GLOBAL DIGITAL STATISTICS TOTAL POPULATION ACTIVE INTERNETUSERS ACTIVE MEDIA USERS UNIQUE MOBILE USERS ACTIVE MOBILE SOCIAL USERS 2.5% +177 MILLION 7.6% +225 MILLION 8.7% +176 MILLION 3.4% +124 MILLION 23.3% +365 MILLION
- 4. SOCIAL NETWORK MESSENGER /CHAT APP / VOIP BASED ON ACCOUNTS THAT LOGGED IN AT LEAST ONCE IN THE MOST RECENT 30-DAY REPORTING PERIOD, IN MILLIONS ACTIVE USERS BY SOCIAL PLATFORM
- 6. 70% 50% 45% 26% 25% 21% 20% 12% PEOPLE WHO AREON SOCIAL MEDIA 3.8 million 2.7 million 2.4 million 1.38 million 1.35 million 1.2 million 1.1 million 1.7 million
- 7. HOW HAS SOCIALMEDIA IMPACTED SINGAPOREANS?
- 8. A nation ralliestogether
- 9. A nation ralliestogether on social media #LeeKuanYew #NoYewNoUs #RememberingLKY #ThankYouLKY
- 10. Local Brands usesombre logos on social media to show respect to the late Mr Lee Kuan Yew
- 11. Global Brands soonfollow suit to pay tribute
- 12. LOCAL POLITICS –General elections, 11 sept 2015 Singapore general election reveals growing importance of social media
- 13. Social media soakedup the activities around the election 24/7
- 14. Breaking down theage-old divide between sovereignty and the community
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- 16. MOST BRANDS ARESTUCK IN THE BEATLES ERA
- 17. ITS TIME TOEVOLVE TO THE KIM KARDASHIAN ERA
- 18. 70%OF MARKETERS PLANTO INCREASE THEIR BUDGETS IN SOCIAL MEDIA MARKETING IN 2016
- 19. The Internet has democratized informationflow Consumers have the power & choice to communicate, discuss, share, transact through various social & location- aware tools Brands & companies need to innovate & offer new, relevant ways to live, work & play KEY TAKEAWAYS
- 20. KEY TAKEAWAYS 1.Mostly anyonewho is online is social 2.90% of those on social media use mobile phones to access the platforms 3.At 31%,the 25 –34 year age group is the fastest growing internet user segment 4.Singapore is a highly social,mobile-driven nation of digital citizens 5.Social Media is‘the’choice platform for news,information,peer reviews, evaluation and much more!
- 21. SOCIAL MEDIA MARKETINGFOR A W A R E N E S S
- 22. Brand awareness isthe extent to which a brand is recognized by potential customers, and is correctly associated with a particular product credits: wikipedia
- 23. Measuring brand awareness– Traditional media GROSS RATING POINTS (GRP) = REACH X FREQUENCY Reach : Number of people who see an ad/ commercial Frequency : Number of times a person sees an ad/commercial
- 24. Brand Awareness forFacebook can be tracked by Number of Fans and Reach of the page/posts Measuring brand awareness – Facebook
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- 26. LEGO’s ‘Fill TheGap’ campaign proved that design & architecture need not be left to the professionals only
- 27. Uber shows ushow to successfully capitalize on a global movie blockbuster #GameOfThrones #RideOfThrones
- 28. Red Bull –44 million fans. Increased it’s brand awareness over the years with many high powered partnerships
- 29. McDonalds – 59million fans. The largest restaurant chain with 34,480 outlets and a global footprint in 119 countries.
- 30. Starbucks– 323,342 fansin Singapore plays up its dynamic, fun appeal to target it’s younger demographics by teaming up with young influential bloggers Local Brands
- 31. Skin Inc. –A local beauty retailer started its roots here 8 years ago and is now a global brand in more than 20 cities!
- 32. Love Bonito –Starting out as a 2nd-hand home business of a student is now a global brand thanks to social media!
- 33. In summary, foreffective brand awareness, 1. DEVELOP YOUR UNIQUE BRAND VOICE 2. HAVE A STRATEGY 3. THINK OUT OF THE BOX. STAND OUT 4. BE CONSISTENT.
- 34. SOCIAL MEDIA MARKETINGFOR E N G A G E M E N T
- 35. Brand Engagement isthe process of forming an emotional or rational attachment between a person and a brand. credits: wikipedia
- 36. Measuring engagement- Traditional media Brandscan tell if consumers have been engaged when they :- • Actively participate in a direct call-to-action e.g. call in, submit a form, fill up a review, enter a lucky draw. • Call in and inquire about the product or service. • Make a purchase.
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- 38. Enhance your brandrecall & engagement through partnership with popular digital games!
- 39. Air Asia rana Facebook contest to increase awareness of its new Sydney-KL route and to introduce its new fleet of Airbus A330s
- 40. Ford Motors loanedtheir ‘New’ Fiesta models to members of the public in exchange for providing honest feedback about the cars.
- 41. TACO BELL andOLD SPICE have an online friendly banter. Guess who won?
- 42. Local brands Ben &Jerry’s‘Free Cone Day’is a perfect example that fans love it when you appreciate them.Plus who doesn’t love a free cone of ice cream!
- 43. Real time marketing–Salvation army acts quickly on trending news on the web to broadcast a clever message for their brand
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- 45. A 123-year-old companyhas allowed its customers to personalize its brand!
- 46. NUS School ofComputing ran a ‘Hacking Challenge’ which saw it’s students engage 30% more with the page as they tried to pit their skills to unlock cool prizes.
- 47. The Coffee Bean& Tea Leaf engaged with their fans with fresh new creative ways such as using emojis and even their mascot - The Ice Blended Man.
- 48. In summary, foreffective brand engagement GET CREATIVE PLAY WITH YOUR CUSTOMERS TRY SOMETHING NEW KEEP UP WITH NEW TRENDS
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- 50. Selling is theprocess of offering to exchange an item of value for a different item. credits: wikipedia
- 51. Starbucks is rollingout ‘Coffee Delivery’ via its mobile app very soon and we couldn’t be more pleased.
- 52. Facebook’s new analyticsproduct will help retailers & brands analyze the real sales impact of their ads.
- 53. Amazon has changedthe personalization game at scale through digital!
- 54. The interface ofGlimpse’s eCommerce store dynamically changes based on the “social media” profile of the visitor
- 55. Personalization can happenboth online & offline through merchandise
- 56. Domino Pizza’s ‘Tweetto Order’ Campaign on saw a 30% increase in sales in just 1 week!Cowabunga we say!
- 57. Brewerkz – Everyoneloves freebies. But Brewerkz understands that is no price tag for building brand loyalty Local Brands
- 58. In summary, foreffective Selling MAKE IT PERSONAL INVOLVE YOUR FANS IN YOUR PROMOTIONS DON’T SELL. MAKE THEM WANT TO ‘BUY’ ALWAYS MAINTAIN QUALITY
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- 60. Customer Service isthe provision of service before, during and after a purchase. credits: wikipedia
- 61. Measuring Customer Service: TraditionalMedia Brands are rated on their customer service through :- • Feedback and reviews • Return customers • Word of mouth expressions of their satisfaction on your product or service
- 62. Measuring Customer Service– Facebook
- 63. Every brand willmake a mistake. The trick is knowing how to recover from your mistake. credits: wikipedia
- 64. Domino’s Pizza, whenaccused of mishandling pizzas, took strict action to apologize to customers & launched a campaign on social media apologizing.
- 65. Dell opened upa social media command centre and trained over 25,000 employees in ‘social listening’
- 66. Best Buy has4 dedicated channels to attend to specific queries. Now that’s dedication!
- 67. Sogurt’s impressive communicationwith it’s customers is something all brands should endeavour towards
- 68. BreadTalk remedied itsmistake by acting on it quickly the very next day! Serving up cakes and buns to tired bystanders in the queue.
- 69. Customer finds thewords ‘Pink Fat Lady’ on her Pizza Hut receipt and causes an online buzz.
- 70. KOI fires employeewhen a customer posts his negative experience on social media which goes viral
- 71. In a Surveyconducted by American Express on Social Customer Service, data revealed: People are likely to tell 27 people about their bad service experiences compared to just 12 people if they encountered good service. When faced poor service, more than 60% of customers would give a company 2 chances before they took their business elsewhere Two in five people vent their frustration about a negative customer experiences on social media. Around 7 in 10 consumers avoid businesses with poor service Around 4 in 5 people in Singapore are wiling to spend an average of 14% more on service excellence
- 72. In summary, foreffective customer service Listen. Care. Connect. Respond quickly Treat your customers as your brand stewards If content was king, customer is checkmate!
- 73. Author: Rachael ShanaJacob | @RachelShana Get in touch with our social media consultants! [email protected] | @hmmarketer