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Key Social Media Platforms• Facebook – 33m UK members – 50% of population• Twitter – approx. 10m UK members• LinkedIn – over 5m UK members Who is using them already?
What is Twitter? Social Messaging Network – Engage & Promote Follow & BeFollowed By Other Twitter Profiles
Twitter Stats– Over 200 million Twitter users • 50 Million Users Log In To Twitter Every Day– One billion tweets posted every week– 80% of Twitter usage is outside of Twitter…people update anywhere, anytime… • imagine what that means for bad customer experiences? This is why BT, Vodafone, Dell etc are on it. • 1 m people view tweets about customer service each week– Majority of Twitter users are aged between 30 and 49– 54% female, 46% male
How did #Exeter #Indiexmas come about?• Nationwide campaign• Launched by Clare Ryan who founded The Independent Retail Campaign (@indieretailuk)• 50 cities signed up – Exeter were one of the prominent cities involved• Sue (@cafeat36) saw a tweet from @indieretailuk about #indiexmas & contacted them
#Exeter #Indiexmas – How did it work?• 28 independent Exeter based shops/cafes involved• Each using their Twitter account to promote #Exeter #Indiexmas• Followers of these profiles picked up on this and it spread virally online
#IndieXmas #Exeter – at least 6 mentions a day
Free Media Coverage • All picked up from Twitter • Led to being featured in Exeter Christmas Shopping brochure • 4 weeks exposure in E&E • Richard West from ITV picked up the story from following InsideOut – wrote feature article early Dec
New Feature Opportunities• @Fancyacuppa review cafés and coffee houses across UK• They picked up on @cafeat36 via Sue tweeting to them about #indiexmas• They then visited Exeter – blogged & videoed their time here
Benefits• New customers – never previously heard of them, likely to come back• Created a buzz around independent local retailers, not just about John Lewis now being in Exeter• Free media exposure• More followers on Twitter • Addressed queries from public via Twitter and pointed them to website • Helping to create long term customer loyalty
Ways to Improve (suggestions only)• Twitter Training available to those involved – Retweeting, Scheduling Tweets, #Tags (more use of #Exeter #IndieXmas), List Management, Keyword Searches• Photos of people with the map (/loyalty card)• Facebook Page & Ad campaign to Exeter – 80,000 people – budget?• YouTube Channel – featuring retailers involved• More exposure post Xmas – Media, Photos of people spending their vouchers• Seasonal campaigns – making more use of website – “exeter shops” searched 22,000 times/month – website is on pg 2 halfway down Q&A
We Can Help Setup / Training / Strategy / OutsourceContact Details: • Chris@qsocialmedia.co.uk • @qchriswood • www.linkedin/in/qchriswood