mat Мorrison - the value of a fan
DESCRIPTION
Mat Мorrison from Starcom Mediavest - "The Value of a Fan", presentation on Webit Congres, 2011, BulgariaTRANSCRIPT
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THE VALUE OF A FAN
Mat Morrison
Starcom MediaVest Group
@mediaczar
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…so please bear with me
(Try telling that to your CFO)
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WHAT IS A FAN?
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Kevin Kelly, “1,000 True Fans”
A True Fan is defined as someone
who will purchase anything and
everything you produce.
They will drive 200 miles to see
you sing. They will buy the super
deluxe re-issued hi-res box set
of your stuff even though they
have the low-res version. They
have a Google Alert set for your
name.
They bookmark the eBay page
where your out-of-print editions
show up. They come to your
openings.
They have you sign their copies.
They buy the t-shirt, and the
mug, and the hat. They can't wait
till you issue your next work. They
are true fans.http://www.kk.org/thetechnium/archives/2008/03/1000_true_fans.php
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We use brands to tell a story about ourselves.
MUFC Harley Davidson Legend of Zelda
Playboy Apple Nike
Some brands are easier to co-opt than others
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The spectrum of fandom
Fairly Oblivious Actively DislikeReally LikeMad Love
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Superfans: True Fans with body paint & tattoos…
This fan… …creates the space for
these fans to exist
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But I’m only talking about Facebook Fans
Not “True Fans”
Not “Superfans”
But “Facebook Fans”
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Why is Facebook so important?
Data: Facebook, VentureBeat, SharesPost, SecondMarket
0
20
40
60
80
100
0
200
400
600
800
1000
Dec 04 Dec 05 Dec 06 Dec 07 Dec 08 Dec 09 Dec 10 Dec 11
Facebook valuation ($bn)
Facebook users (millions)
Facebook growth: users and
estimated market cap
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European Web Usage
Data: comScore EMEA August 2011
85 billion
user
minutes/mo
nth
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European Web Usage
Data: comScore EMEA August 2011
163 billion
page
views/mont
h
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The most-loved brands on Facebook last week
Brand Fans
Coca-Cola 35,017,182
Starbucks 25,747,572
Oreo 23,271,622
Red Bull 22,673,250
Converse All Star 20,883,240
Converse 20,410,948
Skittles 19,460,585
Pringles 15,855,303
Monster Energy 12,504,459
adidas Originals 11,273,177
• November 2007; Facebook introduces Pages
• “We’ve built a way for you to connect to things other than people”
• Effectively sets strategy for Brand Advertisers for next 4 years.
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WHAT’S THE VALUE OF A
FAN?
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I won’t insult your intelligence…
(Of course it does. Now I can go home.)
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The costs are fairly simple
Annual cost
of Recruitment
Annual cost of
Community
Management
Fans
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Value is more complex
Valuation Method Publisher Date
$3.60 Media
Value
Vitrue Apr 2010
$71.84 Incr. Spend Syncapse Jun 2010
$136.38 Agg. Value Syncapse Jun 2010
$2.53 Incr. Sales EventBrite Oct 2010
470% Incr. Spend WFA/Millward Brown/
Dynamic Logic
Mar 2011
$2.10 Incr. Sales Spinback May 2011
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Why Brands like Fans
Sign of my brand’s popularity
Source of insight
Generate increased engagement with brand
Generate increased short-term spend
Generate increased long-term spend
Increased loyalty
Increased advocacy/recommendation
Source: SMG London Client Interviews
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Why Brands like Fans
Earned Media Value
Direct Sales/Sales Promotion
Brand Preference Metrics
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EARNED MEDIA VALUE
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Vitrue’s Advertising Value Equivalent model
Fans Posts
1,000
CPM
1m fans × 2 posts x 30 days = 60m impressions
60m impressions ÷ 1000 × $5 CPM = $300,000
$300,000 × 12 months = $3.6m
$3.6m ÷ 1m fans = $3.60
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And where that model goes wrong:
Daily Active Users
Reach Pages reach between 5% and 20% of their fans
1m fans may mean 50K Daily Active Users
Frequency Smart advertisers cap frequency to avoid burnout
DAUs are exposed multiple times
Result? Hard to value this way – but let’s dig deeper
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Like Page
See Brand Post in News Feed
Ignore, Like or
Comment
See/Don’t See
Future Posts
How people use a Facebook Page (real client data)
11%
Ongoing Exposure
36%
Like source
99%
First exposure
0.6%
Responders
0.6% attributed to
“on Page” Likes
Estimate Comments + Likes
DAU
DAU
Total
Fans
Week DayDay PartAudience Activity Competitor Activity
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Post engagement by hour and day
(most responsive days highlighted)
-
20
40
60
0 6 12 18
-
10
20
30
40
0 6 12 18
0
10
20
30
40
Mon Thu Sun
0
20
40
60
80
Mon Thu Sun
To May 2011 Since May 2011
Co
un
t o
f P
os
ts b
y H
ou
rC
ou
nt
of
Po
sts
by D
ay
Single client data. Your mileage will vary
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The effect of EdgeRank
Like Page
See Brand Post in News Feed
Ignore, Like or
Comment
See/Don’t See
Future Posts
11%
Ongoing Exposure
36%
Like source
99%
First exposure
0.6%
Responders
0.6% attributed to
“on Page” Likes
Estimate Comments + Likes
DAU
DAU
Total
Fans
euedges e
å ew edEdgeRank
Key take-out: if you don’t use them, you lose them
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Could we earn more value by posting more often?
• 80% of responses within 3
hours.
• 90% within 6 hours
• (There’s a small blip after 24
hours: engaged/non-daily users)
• What does this imply about
how often the page could
post?
• How does post frequency
impact other KPIs?
91.4%
0%
10%
20%
30%
40%
50%
0 6 12 18 24 30 36 42 48
Elapsed Hours
%age responses cumulative
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Impressions & Reach grow strongly inline
with post frequency
y = 1.108x + 11.63R² = 0.9438
11
11.5
12
12.5
13
13.5
14
14.5
15
15.5
0 1 2 3 4
ln(7
-day r
olli
ng
imps)
ln(7-day rolling posts)
y = 0.4005x - 2.3461R² = 0.5301
-2.8
-2.6
-2.4
-2.2
-2
-1.8
-1.6
-1.4
0 0.5 1 1.5
ln(r
each)
ln(posts)
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..but Unlikes increase, too
• Nearly all Unlikes are a response to post activity*
• Post frequency seems to lead to fan attrition:
Increase from 1 to 2 posts = 46% increase in Unlikes.
• Recent f8 changes suggest that users may increasingly hide posts rather than Unlike the page:
This should have a long term impact on DAU/Reach – but Post engagement may increase and Unlikes decrease.
y = 0.4594x + 5.5239R² = 0.5779
5
5.5
6
6.5
7
7.5
0 1 2 3 4
ln(7
-day r
olli
ng u
nsubs)
ln(7-day rolling posts)
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Why direct media value isn’t enough
Incremental media value, not cost reduction
Fan audiences remain small vs. total target audience
Impressions not a proxy for subsequent user behaviour or revenue growth
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INDIRECT MEDIA VALUE
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Homophily
We like to hang around with people like ourselves…
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Social Proof
…and we unconsciously copy what our friends do
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Indirect Media Value: Homophily & Social Proof
Paid Better targeting (& less wastage)
Greater impact
Implied/explicit endorsement
Higher response
Earned Spontaneous endorsement
Greater impact
Free marketing = reduced marketing spend
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Indirect Media Value: Homophily & Social Proof
+10%
+4%+2%
+16%
+8% +8%
+30%
+13%
+8%
Recall Awareness Purchase Intent
Nielsen BrandLift
Ad Exposure Social Ad Exposure Social Ad + Organic
http://blog.nielsen.com/nielsenwire/online_mobile/nielsenfacebook-ad-report/
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How to make Media Valuation work for you
Remove focus from Fan growth at any cost
Focus on Reach/Frequency
Sharing
Engagement
Integration with campaigns
Audience quality
Efficiencies & cost reductions
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DIRECT RESPONSE VALUE
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40%
37%
36%
34%
33%
30%
27%
25%
22%
21%
13%
12%
To receive discounts and promotions
To show my support for the company …
To get a "freebie"
To stay informed about the activities …
To get updates on future products
To get updates on upcoming sales
For fun and entertainment
To get access to exclusive content
Someone recommended it to me
To learn more about the company
For education about company topics
To interact (e.g. share ideas, provide …
Why people “Like” Brand Pages on Facebook
Data: ExactTarget/CoTweet September 2010
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Example from a major multiple
3,008 Clicks
Half Price Sale
493 Clicks
£5 Off Code
Tesco Data is in public domain courtesy of Bit.ly
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Online Retailer
ASOS data is in public domain courtesy of Bit.ly
130,000 Clicks
Live Sale
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How to make DR Valuation work for you
Obsessive Tracking Use [[Google Analytics]] (insert own choice)
Combine with (branded) short links
Track individual channels and posts/tweets
Form & test hypotheses
Learn from other channels
Optimise Earned Media Metrics
Reach
Frequency
Sharing
Engagement
Audience quality
Efficiencies & cost reductions
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BRAND METRICS
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Building loyalty. One fan at a time.
Customer Services does one-to-one
Marketing doesn’t
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Social Interactions appear to impact brand metrics
+28% +31% +34% +35%+41% +43%
+78% +74% +79% +79% +81% +82%
SMBI: Impact on Brand Metrics
Visit Only Visit + Action
SMBI is a Starcom MediaVest Product
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What did we learn from the SMBI study?
Sharing/recommending is the key action we should seek
Not simply because it reaches others…
..but because it’s a public commitment
…and has high impact on future preference/behaviour
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How to make Brand Metrics Valuation work for you
Invest in market research to justify activity
Compare across multiple channels
Optimise content and earned media metrics for sharing
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Don’t have to Like a Page to engage & share…
People want to
promote
themselves, and
they’re prepared
to let Brands
help.
Make the content
about them, and
they’ll share it.
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WHERE DOES THIS LEAVE
US?
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40%
37%
36%
34%
33%
30%
27%
25%
22%
21%
13%
12%
To receive discounts and promotions
To show my support for the company to others
To get a "freebie"
To stay informed about the activities of a …
To get updates on future products
Tp get updates on upcoming sales
For fun and entertainment
To get access to exclusive content
Someone recommended it to me
To learn more about the company
For education about company topics
To interact (e.g. share ideas, provide …
Why do people become Fans?
Data: ExactTarget/CoTweet September 2010
Mostly, they’re “Subscribers”
or “Permissions”, and not “Fans”
Should this make us think?
“Truly social”
Channel duplication
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What if we unbundled the user journey?
Fan acquisition & MGM
Engage
DR
Sequential
• Orthodox model insists
that users “join
community” before
receiving benefits
Fan a
cquis
itio
n
Parallel
• Allow users to interact
with brand on own terms
• Increased focus on
Performance Marketing
or Brand Metrics
From a consecutive model …to parallel streams
MG
M &
Sharing
Enga
gem
en
t
DR
Question: Does every brand need to maintain
a day-to-day relationship?
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Caveat
Facebook changes fast & often
Marketers must be prepared to change minds and direction
Seemingly established models are only 12 or 24 months old
Smart marketers are asking questions about value of their fans
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How is it changing?
Your
Apps
Your
Pages
Your
Places
FansFriends
of Fans
Targets
Owned Space
Your
Site
Your
Apps
Your
eCRM
User Data
Social Signals
Traffic
CRM messages
Targeting Data
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It’s less about your brand on Facebook,
more about putting Facebook in your brand comms
• Used in varying ways by
publishers (HuffPo,
Independent, TechCrunch,
Travelocity), retailers (Amazon,
ASOS), and advertisers (Aviva,
Intel, Heineken Group)
• Recent f8 announcements
make it even more important to
begin integrating Facebook
elements into your site.
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Are we looking at this the right way?
Valuation Approach Publisher Date
$3.60 Media
Value
Vitrue Apr 2010
$71.84 Incr. Spend Syncapse Jun 2010
$136.38 Agg. Value Syncapse Jun 2010
$2.53 Incr. Sales EventBrite Oct 2010
470% Incr. Spend WFA/Millward Brown/
Dynamic Logic
Mar 2011
$2.10 Incr. Sales Spinback May 2011
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So for our purposes, is a fan…
Someone who engages with your content?
Someone who promotes your products?
Someone who promotes your content?
Someone who buys your product?
Someone who becomes content for campaign?