iab blog: Was #StormSWT the making of rail operator’s social customer care?

South West Trains used Twitter to keep its community well informed and even better engaged during the recent storm that hit the UK.

My post about how it all went down has gone live on the IAB blog.

SWT Signal Down #StormSWT

Image source: @SW_Trains

Customers in the driver’s seat: automotive and social media

It’s been a good week for anyone wanting to catch up on the latest in automotive digital marketing. The IAB hosted a seminar on Tuesday that was full of insights into customer behaviour and new technologies.

Yesterday, I spoke about social media strategies at the Automotive Management’s Digital Dealer Conference. It was a packed event and encouraging (or a relief?!) to note that all of the speakers seemed to be in agreement about a few key principles that transcend any industry:

  • Brands must adjust their schedules to today’s ‘always on’ consumer.
  • Success in social media requires commitment, consistency, and appropriate behaviour.
  • The social web provides endless opportunities for brands to listen, learn and engage.

Continue reading

Buying engagement: fake likes and dodgy endorsements

Channel 4’s Dispatches has uncovered a number of brands and agencies crossing a line, generating fake likes, followers and views, and using celebrities to endorse products, sometimes for cash and sometimes in exchange for a nice present or two. The programme is currently available to watch on 4OD and well worth it. Continue reading

Social Brands 100 case study: Kiss FM

What is it about cats? According to Kiss FM Web Editor Karen Campbell, pictures of cats along with other funny pictures, competitions and funny games and tasks requiring listener response are the most engaging forms of content for its social media community. Continue reading

News: Electronic Arts’ game title No. 1 in Social Brands 100 2013

Video game Battlefield has taken the number one spot in Social Brands 100 – the annual report of brands leading the way in social. The ranking is dominated by the Retail industry this year, making up 25% of the list overall, however Travel brands have made their mark, with four featuring in the top ten.

The research has found that brands are starting to make the most of social for their customer care with scores slightly higher for those metrics. Scores were on average lower for engagement metrics, suggesting more could be done to better connect with people and create long-term loyalty. Continue reading

Social Brands 100 2013 – watch the livestream and follow #sb100

We’ve been busy these last few weeks getting the Social Brands 100 report to print and organising the launch, which takes place this Thursday (23 May) at the RSA in London.

Space is limited, so unfortunately we can’t fit everyone in. The good news is, we’ll be livestreaming the event at www.socialbrands100.com - which is also where the report will also be available to download.

The launch will feature presentations from Travel, FMCG, Retail, and Charity brands, and the No.1 social brand of 2013. Sorry, we can’t give you names without giving away the results.

Viewers of the livestream can follow and interact during the event via Twitter using hashtag #sb100.

Social Brands 100 launch schedule

9.15 – Introduction – Tom Chapman, Headstream
9.25 – SB100: The findings – Maeve O’Sullivan, Headstream
9.55 – SB100: The analytics – Jan Rezab, Socialbakers
10.10 – Q&A

10.20 – Approaches in social content. Hosted by Russell Loarridge, Managing Director Europe, Janrain

  • Presentations from Charity and FMCG brands
  • Q&A

10.50 – Break

11.20 – Integrating social into customer service. Hosted by Gordon MacMillan, Editor, Brand Republic

  • Presentations from Retail and Travel brands
  • Q&A

11.50 – No. 1 Brand Case Study Presentation

12.20 – Closing remarks – Tom Chapman, Headstream

12.30 – Ends

From ASOS to Waitrose: Retail brands dominate Social Brands 100 shortlist

Retail brands make up a quarter of this year’s Social Brands 100 shortlist. Brands from sixteen industries appear on the list with Charity, Travel, FMCG and Publishing & Media the most represented after Retail – the same five industries that led the shortlist last year. Over 700 brands from 23 industries were included in Social Brands 100 this year, more than twice that of 2012. Continue reading

Social Brands 100 Q&A: Simplyhealth (part two)

Here’s part two of our conversation with Simplyhealth Social Media Manager Natalie Kitcher. Today we talk about the insurance provider’s partnership with Heart Research UK, trying out social TV, and engaging in social media in a regulated environment. Continue reading