Sophie who?

HELLO!Let’s get in touch & tweet your questions

Once upon a time Mobistar started a journey on social media…

This about how the “evil villain” tried to become the hero of the

story…

2010-2012: #TumbleweedTown

2012: internal team, strategy & right place in the company

Why do brands still suck at social?

1. it’s about your customers, not the brand. Think from a different point of view

2. It doesn’t work like any other media.

Understand your tools

3. Brands do not have clear objectives. Advertisement is not an objective

4. No business KPIs & superficial analytics

social should not be measured on its own

Social media results 2012

POSITIVE MENTIONSJanuary

November

32%

66%

FB POST LIKESJanuary

November

837

5.206

FB FANS ENGAGEMENTJanuary

November

13.800

11.120

FB FOLLOWERSJanuary

November 39.458

2.474

+206%

+620%

+450%

+285%

2013: stability & team growth amidst storms

Where we are todayFB community: 68K#spent per month: 3KReach dropped dramaticallyEngagement NL 2%, FR 2,6%

Roughly 20K mentions per month# cases solved by webcare per month: 2400

Visits to our blog: 35-60K per monthVisits to our forum: 15k per month

Average sentiment in 2014

64% neutral28% positive8% negative

2014: Omni-channel interactions & social media maturity through the

company

Social Maturity?1. Social media present in all lines of business2. Everyone takes part: support & thought leadership3. Power to the community : products, sales, support4. Business KPIs

Our next steps and ambitions:

B2B on Digital events B2B & B2CCorporate blog & socialisation of press conferencesContent marketing

Our social beliefs

• Not just advertising channels (sorry FB)

• Social not on its own part of whole digital ecosystem. It’s about business.

• Do not hide, transparency is key

• Storytelling to cut through the noise

• Power to your community

Thank you