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Facebook and brands

 Octobre 2010
Why a study on Facebook and brands now?


- It’s a social phenomenon
- It accelerates change
- It challenges the brand’s place
- It challenges organisations
et des équilibres
= THE social network




500        members
core apps
                                      news feed &
                                      open sign up                   facebook connect

                                                                                                          places

the beginning               mobile                   open platform                      social plug-ins


2004                                 2006                              2008                           2010
= their vision




Give people the power to share and make the
world more open and connected



« Engineers by day, sociologists by night… »
= an incredible growth

         600M




         500M




         400M




         300M




         200M

                                                                500 million+users
         100M




              M
                         07




                                                 08




                                                           09




                                                                           10
                      20




                                              20




                                                        20




                                                                        20
Source: Facebook internal data, August 2010
= world’s 3rd largest country
surpasses Google in the US

As for May 2010…
27M
            18M
138M
                  16M




                        9.5M
       7M
= high engagement
                    30
                                                                                                                    Google

                                                                                                                    Yahoo!
                    25
                                                                                                                    Facebook

                                                                                                                    MSN/Bing

                    20                                                                                              YouTube

                                                                                                                    Amazon


                    15
Visits Per Person




                    10



                    5



                    0
                         0     25   50   75   100 125 150 175 200 225 250 275 300 325 350 375 400 425 450 475 500

                             Time Per Person (in minutes)

                             Source: US Nielsen NetRatings, Jan ’10; Top 20 ad supported sites home/work
= a huge active audience
= friends and advocacy
= a cultural phenomenon
=a business opportunity
> 13,7 M
fans




           > 11,8 M
           fans
= a business opportunity
=a high mobile potential
= geolocalised marketing
= social pluggings
= webstores
Digital inspires new marketing strategies
             Social Business
                                    Crowdsourcing




  Localisation
  based CRM
Digital inspires new marketing strategies
             Branded content




User generated content




                           Brand Utility
Digital ecosystem

             2001      2005      2010+




         Likeable, commentable, shareable
3 types of digital content          Owned
                              Branded destinations
                             and assets owned by the
                                      brand




          Paid
  Advertising activities
   including the use of
  paid for placements




                                      Earned
                               Further online presence
                                generated by internet
                               users talking about the
                                brand and creating or
                                   sharing content
3 types of digital shifting in favour of earned media
Brands are driving consumers from their websites to
their social platforms
 • Coke is encouraging it’s consumers to migrate from their website to their
 FB
Because they are starting to understand the
     value of earned media…




                                                          68% Ad Recall
                                                          2x Message Awareness
                                                          4x Purchase Intent
                                                          25% Action Rate




Brand Metric Source: Nielsen Understanding the Value of a Social Media Impressions,
April 2010
Action Rate Source: Facebook Internal Q1 2010
A new balance




                     Content                          Content

                                                          Media
                        Media




Lower budgets for paid media, bigger budgets for producing contents that will produce
earned media (emerge and gain a broad visibility) and will develop the bond with our
targets.
Ddb Opinionway Facebookenglishshortversion
Ddb Opinionway Facebookenglishshortversion
Methodology

     Method of data collection: Online interview using the CAWI system (Computer Assisted Web Interview).

     We questioned 1642 Facebook likers in 6 countries…




287 Facebook      277 Facebook        290 Facebook       272 Facebook        250 Facebook      266 Facebook
    likers            likers              likers             likers              likers            likers


                        …All identified from a representative sample of the local online
                                population aged between 18 and 60 years old



                        …All questioned between August 27th and September 27th 2010

    In this report, results are presented in total of 6 countries and for each country. Please note that the
     total reading can reduce the specificities of each investigated country.

    OpinionWay remind that the results of this survey must be read taking into account the confidence
     interval at most 2 points for a sample of 1642 respondents.
Ddb Opinionway Facebookenglishshortversion
Ddb Opinionway Facebookenglishshortversion
Ddb Opinionway Facebookenglishshortversion
Facebook likers profile

            GENDER                                AGE                          OCCUPATION

                                      18-24 years       25-39 years
    MALE               FEMALE
                                            32%                               Private sector
                                                        47%                       employee     23%
           45%       55%
                                              21%                                   Student 20%

                                                                                Unemployed 17%
                                         40-60 ans
                                                                                Professional 13%
                                          Average       31,4
                                                                      Self-employed, trader,
                                                                        skilled tradesperson   9%
                       ONLINE PURCHASES
                                                                      Public sector employee   8%

                                                                                Civil servant 5%
                         Never 13%
                                                                                   Manager 4%
                           Once 12%
                                                                                     Retired 2%
                         2 to 4   40%

                     5 and more   35%
Ddb Opinionway Facebookenglishshortversion
Ddb Opinionway Facebookenglishshortversion
Facebook connection frequency – All countries
Q: On average, you connect to Facebook




                               Several times a day                       43%
                                         (Hard users)

                                            Everyday                 33%


                             Several times a week            16%


                                     Once a week        5%


                                   Less frequently      3%




                       On the whole, a strong use of Facebook among the likers target.
Ddb Opinionway Facebookenglishshortversion
Facebook network – All countries
Q: Your Facebook network is mainly made up of…




                          Personal contacts                              79%



                            Family contacts            17%



                      Professional contacts       4%




               Facebook is still considered a private place reserved to «personal friends » and also
                                                       family.
Ddb Opinionway Facebookenglishshortversion
Main reasons to connect to Facebook – All countries
Q: When you connect to Facebook, it is mainly for …




                                             Fun                    49%


                                 Talking to close             32%
                              friends and family


                                    Information            16%



                                          Other       3%




                  Facebook is mainly viewed as a source of entertainment, followed closely by a
                    communication tool that enables you to stay in contact with your close ones.
Ddb Opinionway Facebookenglishshortversion
Ddb Opinionway Facebookenglishshortversion
Followed sectors
Q: How many brand names do you follow on Facebook?
Q: What business sectors do the brands you follow belong to?


                                                                           Average number
                                    55%                                      of followed
                                                                                                      8,7
                                                                               brands
                                      Media/Entertainment
                                                                                         11,5 for the 18-24 year-old
       51%                                                                               10,5 for the Facebook hard
                                                                                                    users
      Causes support                                           46%




                             1
                                               Fashion/Luxury goods
                                                                      On average, an important number of followed
                                                                      brands, significantly impact by the gage and




           2
                                                                      Facebook frequency use.
                                                                      Unsurprisingly the most followed sector is Media
                                                                      and entertainment, Facebook becoming a hub to




                                                   3
                                                                      receive news through the pages of newspapers
                                                                      and magazines. The media brands are the ones
                                                                      able to broadcast the most content and are
                                                                      therefore leading the way.
                                                                      Facebook is also a tool used to support causes,
                                                                      fundraise and will play a bigger and bigger role
                                                                      for activists.
                                                                      Fashion and high end brands are also popular for
                                                                      their ability to produce entertaining content.
Followed sectors – All countries
Q: How many brand names do you follow on Facebook?
Q: What business sectors do the brands you follow belong to?

                                                                     Average number
                                                                       of followed    8,7
                                                                         brands
                           Media / Entertainment               55%

                                 Causes support            51%

                          Fashion / Luxury goods           46%

                                           Sport         32%

                                  Travel, tourism        30%

                                            Cars    18%

                                        Industry    12%

                                           FMCG     8%

                                          Others 4%
Ddb Opinionway Facebookenglishshortversion
Consumption of followed brands – All countries
Q: When you follow a brand on Facebook, it is…




                                   regularly use                          47%
                                                                                84%
                                use occasionally                     37%

    have never used and which you intend to use      3%
                                   in the future

   have never used and which you do not wish to        5%
                               use in the future

              whose website you frequently visit        8%




                          There is no disconnect between the brands followed on Facebook and
                                                   their regular consumers.
Ddb Opinionway Facebookenglishshortversion
How fans join Brand’s Facebook page – All countries




        Brand invitation / Advertising                                75%



                    Friend’s invitation                          59%



                   Personal Research                          49%




           The main way fans can come to join a brand’s Facebook page is through advertising
                                          followed by a friend invitation.
            The search factor plays an important role, thus it is crucial for brands to be found if
                                           consumers search for them.
How fans join Brand’s Facebook page – All countries
Q: Have you already?




       Received an invitation from a friend to become a                  59%
                             fan of a brand on Facebook

           Seen advertising for a brand’s Facebook page                 56%

       Received an invitation e-mail from a brand to join          41%
                                        its Facebook page

      Looked for a brand on the Facebook search engine            38%

       Looked for a Facebook brand name page using a         23%
             search engine (Google, Yahoo, Bing, etc.)

             Downloaded a game suggested by a brand         14%
Ddb Opinionway Facebookenglishshortversion
Reasons to follow brands on Facebook – All countries
Q: The following suggestions may explain why you follow a brand on Facebook. Please tell us, according to you, which
of the following are very important, fairly important, unimportant, not important at all



                                                     Very important                IMPORTANT



    Being treated in a special way by the brand                        53%            95%


                     Be spokesman of the brand                        48%             94%


                               Talk / Interaction              28%                    77%


             Two reasons lead fans to join a brand’s Facebook page at a similar level:
                    The first one is comparables to the drivers of CRM (promotions, new product info,
                   exclusive information).
                   The second one, advocacy , also plays an active role (demonstrate your appreciation
                   for the brand, show others what you like, support the brand’s values).
             The desire to engage with the brand either through dialog with the brand’s representatives
             or with other consumers reach an interesting level.
Reasons to follow brands on Facebook – All countries
Q: The following suggestions may explain why you follow a brand on Facebook. Please tell us, according to you, which
of the following are very important, fairly important, unimportant, not important at all



                                                                   Very important          IMPORTANT

                    To take advantage of promotional benefits                        41%     84%

                                      Because I like this brand                      39%     89%

     To be informed about new products offered by the brand                         35%      87%
  To access exclusive information (advertising films, making of
                                                                                28%          75%
                            the advertising, applications, etc.)

                         To give your opinion about the brand                23%             70%
To express your support for the values promoted by the brand                 22%             68%
                                 To show others what you like               21%              64%
                             To meet other users of the brand             13%                43%
                                  To talk with brand managers            13%                 40%
Ddb Opinionway Facebookenglishshortversion
How followers interact with the brand page – All countries
Q: Have you already…




                                                                                                             PRACTISE

Clicked on the “I like" button for content published
                                                           27%             49%           16% 8%                76%
                        by a brand you are following

Recommended following a brand on Facebook to a
                                                       15%          37%          25%           23%             52%
                                        friend

 Sent information published by a brand to a family
                                                       12%       31%            27%        30%                 43%
                                         member

  Put up content published on a brand name page
                                                       12%        33%           28%        27%                 45%
                                     on your wall


 Commented on information published by a brand         12%        36%            29%           23%             48%


            Left a message on a brand name’s wall      11%        34%           29%            26%             45%


                                                   Often         Occasionally         Rarely         Never

           Active advocacy and interaction scores are pretty high. People share the info with friends or react on
                              the wall of the brand through the like button, comments or messages.
Ddb Opinionway Facebookenglishshortversion
Favorite followed brand
Q: Among the brand names whose news you are currently following on Facebook, which one do you like best?
Favorite followed brand
Q: Among the brand names whose news you are currently following on Facebook, which one do you like best?
Ddb Opinionway Facebookenglishshortversion
Impact on purchase – All countries
Q: Since you have been following the brand … on Facebook, would you say that…




                      You want to buy this brand’s
                                                                    36%
                                    product more


                      You want to buy this brand’s                          61%
                       product as much as before


                      You want to buy this brand’s         3%
                                     product less




                           Being a fan on Facebook has a important, even declarative,
                       impact on purchase intent, especially if compared to any traditional
                                                     form of advertising.
Ddb Opinionway Facebookenglishshortversion
Impact on brand advocacy – All countries
Q: Since you have been following …. on Facebook, would you recommend this brand to a friend?




                             Yes, certainly                       49%
                                                                            92%
                             Yes, probably                     43%


                             No, not really       7%


                             No, not at all    1%




                           Declared advocacy is also very high, with over 90% saying being
                          a fan has a positive impact on recommending the brand to friends.
Ddb Opinionway Facebookenglishshortversion
Main suggestions to improve fan pages – All countries
Q: Among the following suggestions, which would be of priority to you to improve … brand name page?




                       Get exclusives / Benefits                          83%



                     Interaction with the brand                37%



                  Frequency of the information               30%


    E-commerce : Possibility of buying products
                                                          21%
                                  from the page




                   More exclusive information, being informed before other, being invited to events.
                           Crowdsoursing comes up pretty strongly to, as well as frequency.
Main suggestions to improve fan pages – All countries
Q: Among the following suggestions, which would be of priority to you to improve … brand name page?




           Advance information and previews of future                   39%
                               products, future offers

            Ability to take part in games, competitions                33%

                       Access to exclusive information                33%

             Invitations to events related to the brand,              33%
                                       beyond Facebook
              Involvement in the development of new               26%
                                 products, new offers

                       Receive information more often             23%

         Ability to order products online from the page          21%

                Discussions with brand representatives          14%

                         Receive information less often    8%

                                                 Others    3%
Ddb Opinionway Facebookenglishshortversion
Satisfaction towards fanpages – All countries
Q: How would you rate the brand mentioned in Q12 brand page? (10 means that you consider it to be very satisfactory and
1 means that you do not consider it satisfactory)




                                                               65% among the
                                                             Facebook hard users



                               Note 8-10      60%
                                                                          Brands seems to be experiencing a
                                                                       honeymoon with their fans, as a majority of
                                                                     them rate the fanpages extremely highly. Until
                                                                       the novelty wears out, brands seem to have
                                Note 6-7      29%                        nothing to loose by creating a fanpage.



                                Note 1-5      11%



                                   Average       7,7
Ddb Opinionway Facebookenglishshortversion
Official vs unofficial fan pages – All countries
Q: According to you, the brand …. Facebook page which you are subscribed to…




                                                               Is not the brand’s
                                                                  official page

                                                            26%


                                            74%




                                        Is the brand’s official page




                     People are searching for brand’s pages on Facebook and if they can’t find you,
                           they might consciously choose to join a unofficial fan page instead.
Ddb Opinionway Facebookenglishshortversion
The unsubscribing – All countries
Q: Have you ever unsubscribed from a brand name page on Facebook?
Q: How did you unsubscribe from this page?

                                          Already
                                        unsubscribed


                                          36%                  64%




                                                By hiding updates from this
                                                brand name on your News
                                                Feed list

                                           18%


                                  82%



                                            By removing this page
                                            from your list of friends


      The majority of fans unsubscribe by deleting the brands from their friend list, brands are going to need
      to be more mindful of those who just hide the brand’s message in their newsfeed when trying to measure
                                           the value of their community.
Reasons of unsubscribing – All countries
Q: Have you ever unsubscribed from a brand name page on Facebook?
Q: Why did you unsubscribe from a brand name page on Facebook?
                                          Already
                                        unsubscribed


                                            36%                    64%




                         I was no longer interested in
                                            the brand        32%

                        Information was published too
                                           frequently        27%

                          The information offered was
                                       not interesting      22%

                                  The brand published
                         information that I did not like   12%

                        Information was not published
                                    frequently enough 7%




                   Finding the right frequency to communicate and providing quality content are key for
                                                brands to retain their fans.
In summary
• The average age of brand fans is 31 yo
• 9 brands are followed in average
• 43% of fans visit FB several times a day
• FB is used mainly for entertainment (49%)
• By becoming a fan, consumers expect getting a
  special treatment (95%), but are also willing to
  advocate the brand in return(94%)
• 76% have already pressed the like button to comment
  a brand post
• Being a fan has a high impact on purchase intent (36%)
  and advocacy (92%)
In summary


• Brands are experiencing a honey moon with consumers
  on Facebook for the moment. It wont last if the brands
  don’t get it right in terms of benefits, quality of contents,
  and frequency of their communication.



• 36% have already unsubscibed from a brand’s fanpage
  and the number gets bigger as markets get more
  mature.
The questions that need to be raised
before jumping in:
•   Organisation
•   Content development
•   Dialogue, conversation
•   Brand tone
•   Services
•   CRM
•   Rhythm
•   Role within the rest of the marketing mix
•   KPIs, measurement and ROI
Thank you !
 Opinionway
and DDB Paris

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Ddb Opinionway Facebookenglishshortversion

  • 1. Facebook and brands Octobre 2010
  • 2. Why a study on Facebook and brands now? - It’s a social phenomenon - It accelerates change - It challenges the brand’s place - It challenges organisations et des équilibres
  • 3. = THE social network 500 members
  • 4. core apps news feed & open sign up facebook connect places the beginning mobile open platform social plug-ins 2004 2006 2008 2010
  • 5. = their vision Give people the power to share and make the world more open and connected « Engineers by day, sociologists by night… »
  • 6. = an incredible growth 600M 500M 400M 300M 200M 500 million+users 100M M 07 08 09 10 20 20 20 20 Source: Facebook internal data, August 2010
  • 7. = world’s 3rd largest country
  • 8. surpasses Google in the US As for May 2010…
  • 9. 27M 18M 138M 16M 9.5M 7M
  • 10. = high engagement 30 Google Yahoo! 25 Facebook MSN/Bing 20 YouTube Amazon 15 Visits Per Person 10 5 0 0 25 50 75 100 125 150 175 200 225 250 275 300 325 350 375 400 425 450 475 500 Time Per Person (in minutes) Source: US Nielsen NetRatings, Jan ’10; Top 20 ad supported sites home/work
  • 11. = a huge active audience
  • 12. = friends and advocacy
  • 13. = a cultural phenomenon
  • 15. > 13,7 M fans > 11,8 M fans
  • 16. = a business opportunity
  • 17. =a high mobile potential
  • 21. Digital inspires new marketing strategies Social Business Crowdsourcing Localisation based CRM
  • 22. Digital inspires new marketing strategies Branded content User generated content Brand Utility
  • 23. Digital ecosystem 2001 2005 2010+ Likeable, commentable, shareable
  • 24. 3 types of digital content Owned Branded destinations and assets owned by the brand Paid Advertising activities including the use of paid for placements Earned Further online presence generated by internet users talking about the brand and creating or sharing content
  • 25. 3 types of digital shifting in favour of earned media
  • 26. Brands are driving consumers from their websites to their social platforms • Coke is encouraging it’s consumers to migrate from their website to their FB
  • 27. Because they are starting to understand the value of earned media… 68% Ad Recall 2x Message Awareness 4x Purchase Intent 25% Action Rate Brand Metric Source: Nielsen Understanding the Value of a Social Media Impressions, April 2010 Action Rate Source: Facebook Internal Q1 2010
  • 28. A new balance Content Content Media Media Lower budgets for paid media, bigger budgets for producing contents that will produce earned media (emerge and gain a broad visibility) and will develop the bond with our targets.
  • 31. Methodology  Method of data collection: Online interview using the CAWI system (Computer Assisted Web Interview).  We questioned 1642 Facebook likers in 6 countries… 287 Facebook 277 Facebook 290 Facebook 272 Facebook 250 Facebook 266 Facebook likers likers likers likers likers likers …All identified from a representative sample of the local online population aged between 18 and 60 years old …All questioned between August 27th and September 27th 2010  In this report, results are presented in total of 6 countries and for each country. Please note that the total reading can reduce the specificities of each investigated country.  OpinionWay remind that the results of this survey must be read taking into account the confidence interval at most 2 points for a sample of 1642 respondents.
  • 35. Facebook likers profile GENDER AGE OCCUPATION 18-24 years 25-39 years MALE FEMALE 32% Private sector 47% employee 23% 45% 55% 21% Student 20% Unemployed 17% 40-60 ans Professional 13% Average 31,4 Self-employed, trader, skilled tradesperson 9% ONLINE PURCHASES Public sector employee 8% Civil servant 5% Never 13% Manager 4% Once 12% Retired 2% 2 to 4 40% 5 and more 35%
  • 38. Facebook connection frequency – All countries Q: On average, you connect to Facebook Several times a day 43% (Hard users) Everyday 33% Several times a week 16% Once a week 5% Less frequently 3% On the whole, a strong use of Facebook among the likers target.
  • 40. Facebook network – All countries Q: Your Facebook network is mainly made up of… Personal contacts 79% Family contacts 17% Professional contacts 4% Facebook is still considered a private place reserved to «personal friends » and also family.
  • 42. Main reasons to connect to Facebook – All countries Q: When you connect to Facebook, it is mainly for … Fun 49% Talking to close 32% friends and family Information 16% Other 3% Facebook is mainly viewed as a source of entertainment, followed closely by a communication tool that enables you to stay in contact with your close ones.
  • 45. Followed sectors Q: How many brand names do you follow on Facebook? Q: What business sectors do the brands you follow belong to? Average number 55% of followed 8,7 brands Media/Entertainment 11,5 for the 18-24 year-old 51% 10,5 for the Facebook hard users Causes support 46% 1 Fashion/Luxury goods On average, an important number of followed brands, significantly impact by the gage and 2 Facebook frequency use. Unsurprisingly the most followed sector is Media and entertainment, Facebook becoming a hub to 3 receive news through the pages of newspapers and magazines. The media brands are the ones able to broadcast the most content and are therefore leading the way. Facebook is also a tool used to support causes, fundraise and will play a bigger and bigger role for activists. Fashion and high end brands are also popular for their ability to produce entertaining content.
  • 46. Followed sectors – All countries Q: How many brand names do you follow on Facebook? Q: What business sectors do the brands you follow belong to? Average number of followed 8,7 brands Media / Entertainment 55% Causes support 51% Fashion / Luxury goods 46% Sport 32% Travel, tourism 30% Cars 18% Industry 12% FMCG 8% Others 4%
  • 48. Consumption of followed brands – All countries Q: When you follow a brand on Facebook, it is… regularly use 47% 84% use occasionally 37% have never used and which you intend to use 3% in the future have never used and which you do not wish to 5% use in the future whose website you frequently visit 8%  There is no disconnect between the brands followed on Facebook and their regular consumers.
  • 50. How fans join Brand’s Facebook page – All countries Brand invitation / Advertising 75% Friend’s invitation 59% Personal Research 49% The main way fans can come to join a brand’s Facebook page is through advertising followed by a friend invitation. The search factor plays an important role, thus it is crucial for brands to be found if consumers search for them.
  • 51. How fans join Brand’s Facebook page – All countries Q: Have you already? Received an invitation from a friend to become a 59% fan of a brand on Facebook Seen advertising for a brand’s Facebook page 56% Received an invitation e-mail from a brand to join 41% its Facebook page Looked for a brand on the Facebook search engine 38% Looked for a Facebook brand name page using a 23% search engine (Google, Yahoo, Bing, etc.) Downloaded a game suggested by a brand 14%
  • 53. Reasons to follow brands on Facebook – All countries Q: The following suggestions may explain why you follow a brand on Facebook. Please tell us, according to you, which of the following are very important, fairly important, unimportant, not important at all Very important IMPORTANT Being treated in a special way by the brand 53% 95% Be spokesman of the brand 48% 94% Talk / Interaction 28% 77% Two reasons lead fans to join a brand’s Facebook page at a similar level:  The first one is comparables to the drivers of CRM (promotions, new product info, exclusive information). The second one, advocacy , also plays an active role (demonstrate your appreciation for the brand, show others what you like, support the brand’s values). The desire to engage with the brand either through dialog with the brand’s representatives or with other consumers reach an interesting level.
  • 54. Reasons to follow brands on Facebook – All countries Q: The following suggestions may explain why you follow a brand on Facebook. Please tell us, according to you, which of the following are very important, fairly important, unimportant, not important at all Very important IMPORTANT To take advantage of promotional benefits 41% 84% Because I like this brand 39% 89% To be informed about new products offered by the brand 35% 87% To access exclusive information (advertising films, making of 28% 75% the advertising, applications, etc.) To give your opinion about the brand 23% 70% To express your support for the values promoted by the brand 22% 68% To show others what you like 21% 64% To meet other users of the brand 13% 43% To talk with brand managers 13% 40%
  • 56. How followers interact with the brand page – All countries Q: Have you already… PRACTISE Clicked on the “I like" button for content published 27% 49% 16% 8% 76% by a brand you are following Recommended following a brand on Facebook to a 15% 37% 25% 23% 52% friend Sent information published by a brand to a family 12% 31% 27% 30% 43% member Put up content published on a brand name page 12% 33% 28% 27% 45% on your wall Commented on information published by a brand 12% 36% 29% 23% 48% Left a message on a brand name’s wall 11% 34% 29% 26% 45% Often Occasionally Rarely Never Active advocacy and interaction scores are pretty high. People share the info with friends or react on the wall of the brand through the like button, comments or messages.
  • 58. Favorite followed brand Q: Among the brand names whose news you are currently following on Facebook, which one do you like best?
  • 59. Favorite followed brand Q: Among the brand names whose news you are currently following on Facebook, which one do you like best?
  • 61. Impact on purchase – All countries Q: Since you have been following the brand … on Facebook, would you say that… You want to buy this brand’s 36% product more You want to buy this brand’s 61% product as much as before You want to buy this brand’s 3% product less Being a fan on Facebook has a important, even declarative, impact on purchase intent, especially if compared to any traditional form of advertising.
  • 63. Impact on brand advocacy – All countries Q: Since you have been following …. on Facebook, would you recommend this brand to a friend? Yes, certainly 49% 92% Yes, probably 43% No, not really 7% No, not at all 1%  Declared advocacy is also very high, with over 90% saying being a fan has a positive impact on recommending the brand to friends.
  • 65. Main suggestions to improve fan pages – All countries Q: Among the following suggestions, which would be of priority to you to improve … brand name page? Get exclusives / Benefits 83% Interaction with the brand 37% Frequency of the information 30% E-commerce : Possibility of buying products 21% from the page More exclusive information, being informed before other, being invited to events. Crowdsoursing comes up pretty strongly to, as well as frequency.
  • 66. Main suggestions to improve fan pages – All countries Q: Among the following suggestions, which would be of priority to you to improve … brand name page? Advance information and previews of future 39% products, future offers Ability to take part in games, competitions 33% Access to exclusive information 33% Invitations to events related to the brand, 33% beyond Facebook Involvement in the development of new 26% products, new offers Receive information more often 23% Ability to order products online from the page 21% Discussions with brand representatives 14% Receive information less often 8% Others 3%
  • 68. Satisfaction towards fanpages – All countries Q: How would you rate the brand mentioned in Q12 brand page? (10 means that you consider it to be very satisfactory and 1 means that you do not consider it satisfactory) 65% among the Facebook hard users Note 8-10 60% Brands seems to be experiencing a honeymoon with their fans, as a majority of them rate the fanpages extremely highly. Until the novelty wears out, brands seem to have Note 6-7 29% nothing to loose by creating a fanpage. Note 1-5 11% Average 7,7
  • 70. Official vs unofficial fan pages – All countries Q: According to you, the brand …. Facebook page which you are subscribed to… Is not the brand’s official page 26% 74% Is the brand’s official page  People are searching for brand’s pages on Facebook and if they can’t find you, they might consciously choose to join a unofficial fan page instead.
  • 72. The unsubscribing – All countries Q: Have you ever unsubscribed from a brand name page on Facebook? Q: How did you unsubscribe from this page? Already unsubscribed 36% 64% By hiding updates from this brand name on your News Feed list 18% 82% By removing this page from your list of friends The majority of fans unsubscribe by deleting the brands from their friend list, brands are going to need to be more mindful of those who just hide the brand’s message in their newsfeed when trying to measure the value of their community.
  • 73. Reasons of unsubscribing – All countries Q: Have you ever unsubscribed from a brand name page on Facebook? Q: Why did you unsubscribe from a brand name page on Facebook? Already unsubscribed 36% 64% I was no longer interested in the brand 32% Information was published too frequently 27% The information offered was not interesting 22% The brand published information that I did not like 12% Information was not published frequently enough 7%  Finding the right frequency to communicate and providing quality content are key for brands to retain their fans.
  • 74. In summary • The average age of brand fans is 31 yo • 9 brands are followed in average • 43% of fans visit FB several times a day • FB is used mainly for entertainment (49%) • By becoming a fan, consumers expect getting a special treatment (95%), but are also willing to advocate the brand in return(94%) • 76% have already pressed the like button to comment a brand post • Being a fan has a high impact on purchase intent (36%) and advocacy (92%)
  • 75. In summary • Brands are experiencing a honey moon with consumers on Facebook for the moment. It wont last if the brands don’t get it right in terms of benefits, quality of contents, and frequency of their communication. • 36% have already unsubscibed from a brand’s fanpage and the number gets bigger as markets get more mature.
  • 76. The questions that need to be raised before jumping in: • Organisation • Content development • Dialogue, conversation • Brand tone • Services • CRM • Rhythm • Role within the rest of the marketing mix • KPIs, measurement and ROI
  • 77. Thank you ! Opinionway and DDB Paris