A top line sample of a Social CRM study of Dixons - December 2011. For more info contact us: http://www.testifydigital.com/contact/

1. CONTACT:
Info@testifydigital.com
Facebook.com/testifydigital
@Testifydigital
Dixons – Topline Social CRM Study
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2. Social media mentions of Dixons
A 30-day social media search for mentions of Dixons
19/12/11 – 17/01/12
7,721 Total mentions
70% of mentions
occur on Twitter
Twitter 5,430
Forums 1,267
Blogs 508
Facebook 217
News 163
Comments 64
Videos 54
Images 18
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3. When where people talking about ?
The chart on the right
shows the frequency
of mentions of Dixons
over 30 days
• The majority of
mentions occurred on
Tuesday 17th January
• This was due to the
releasing of Dixons’
sales figures from the
Christmas season, and
the spreading of this
story on Twitter
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4. What are people talking about ?
• The Conversation cloud shows the top 50 most common associated
terms when Dixons is mentioned, the larger the word, the more
frequently it is mentioned
• This gives an overview of the main conversation topics around
Dixons; popular products, sentiment, news stories, etc.
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5. Dixons on Twitter
@DixonsOnline @DixonsDelivery
2841 Followers 406 Followers
• Main purpose is to tweet the • Main purpose is to be the
latest deals and discounts customer service point of
from Dixons contact on Twitter
• Most activity is responding • Directs people towards the
to customer queries and Dixons Get Satisfaction
complaints community
• Customer support is divided • Monitors and responds to
between this account and the general customer
specific customer support complaints on Twitter
account
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6. Tweets to Dixons
Dixons monitor Twitter for mentions of their Twitter handle and reply to
customers. However only 7% of Dixons mentions on Twitter included
their official Twitter handles
• 225 (4%) of Twitter
mentions used
@DixonsOnline
• 157 (2.9%) of Twitter
mentions used
@DixonsDelivery
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7. @DixonsOnline response rate
The chart shows how tweets to and from @DixonsOnline changed over time
• The red line indicates tweets addressed to @DixonsOnline, the
green is tweets from @DixonsOnline.
• The two lines give an indicator as to how efficient Dixons are in
replying to tweets sent to them
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8. @DixonsDelivery response rate
The chart shows tweets to and from @DixonsDelivery
• The red line indicates tweets addressed to @DixonsDelivery, the
green is tweets from @DixonsDelivery.
• As @DixonsDelivery is the main support account on Twitter for
Dixons, it shows a consistent rate of response to Tweets.
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9. Get Satisfaction
• Get Satisfaction set up to deal with main customer enquiries across
Dixons, Currys and PC World
• Connects back to Twitter and allows cross posting from both
platforms
• Links to KnowHow which allows users to get expert help across a
range of products, search a full knowledgebase and track their
parcel deliverys
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10. Facebook
• The Dixons Facebook Page was made inactive and visitors directed
towards the main Currys PC World Facebook Page
• It links to the Get Satisfaction Support forum
• Features live blogs and a community hub that redirects users
towards apps, deals, store finders, and newsletter signups
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11. About Testify
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12. We are Testify – THE Social CRM Agency
WHO ARE WE?
We are a Social CRM agency focused on
driving awareness, advocacy and
conversion through influence and
engagement. ABOUT OUR FOUNDERS:
• Mark Joseph and John Barton
• Founders of Steak Social and Steak Affilliate
departments
• Campaign Award Winners: Social Media Innovation/
Digital Strategy 2010/2011 – Media Week 30 Under 30
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Our Services…
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14. THANK YOU
Telephone: +44 (0)844 991 7719
Web: www.testifydigital.com How can we help?
Email: info@testifydigital.com
Facebook: Facebook.com/testifydigital TESTIFYDIGITAL.COM
Twitter: @testifydigital
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