Welke experience zoekt mijn connected

consumer eigenlijk op social?

90% of the world’s data was created

in the past two years.

“Watching trends is not enough,

it is necessary to be a part of them.”

38% I enjoy reading and

watching content from

brands on social

I feel constantly

followed by brand

advertising online

34%

20% I enjoy reading and

watching content

from brands on social

I feel constantly

followed by brand

advertising online

35%

I actively ignore any

social posts or content

from brands

36%

1

Customer

Experience

2 The social

journey

23% Using an

ad blocker

Let’s change now!

1

Customer

Experience

2 The social

journey

The social

journey

1

Nearly 100 sessions a day

56

38 35

30

21 17

10 9 9 5 0

10

20

30

40

50

60

6

12

18

0

2

4

6

8

10

12

14

16

18

20

3 4

16

0

2

4

6

8

10

12

14

16

18

“14 “15 “16 “14 “15 “16

Customer

Experience

2

33% For many consumers, social is now seen to have a role to play throughout the customer journey

58%

36% 33%

48% Access branded content

Find out information

Express an opinion

Ask a question

45-54 16-24

26% 36%

“The brands I use have

different levels of customer

service online and offline”

Brands must coordinate channels to ensure coherent, emotionally-engaging experiences

www

Expectations, expectations,

expectations, expectations, expectations

Vliegensvlug?

Shifting spheres of influence

Most of the content I watch

is produced by other users or

celebrities

Nature boost

Een (h)eerlijk drankje, goed voor jou én de natuur!

Nature boost

Een (h)eerlijk drankje, goed voor jou én de natuur!

Nature boost

Een (h)eerlijk drankje, goed voor jou én de natuur!

Judith ten Bokkel Client consultant at Kantar TNS

Judith.ten.Bokkel@tns-nipo.com

+31 613 053 450

@JudithBokkel

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