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Twitter Usage – The Eircome Case Study (KPIs)

In this weeks class we talked about Twitter usage for companies and used Eircom as an example as one of their marketing strategies KPI.

Companies are relying more often on the use of Twitter as a customer services tool, it is used to connect with their customers, beneficial for branding and brand loyalty, easier and more common to get feedback from customers about their product or services, it is a free marketing tool and help increase sales. It is also good for sharing company news with your customers and share promotions and offers. Tweets might go viral, therefore creating awareness and is an easy way to spy on competitors.

Background: Eircom is Ireland’s largest telecommunications company controlling over 60% of the fixed line telephony market and 47.5% of the country’s 1.66m broadband subscriptions. Its subsidiaries Meteor and eMobile are both significant players in the mobile communications market.”

Eircom wants to show customers that they listen and respond to them promptly and personally, helping the firm to understand their needs. Their Twitter presence is part of the social media strategy within the organisation. Eircom has integrated their social channels into its marketing and content calendars. Eircom has assigned staff members to monitor social networking sites such as Twitter in order to track and address negative comments and queries made about and to the company.  The social media customer care team consists of four full-time agents, who monitor and respond  in social conversations across all their platforms (Twitter, Facebook, Boards.ie) on a daily basis.

Eircom’s team that are in charge of monitoring social media, are generally working  for queries from 9:00 to 20:00 Monday to Friday, these opening times were arranged based on feedback and demand but are very flexible towards this as Twitter is always on. The social media customer care team have various KPIs to measure their impact, progress and also ensuring a constistent customer service.

The firm has created a self-help centre for their customers and are also working on Youtube videos with tutorials. If a customer is unable to get the response they required  through their self-help centre, then they are put into a new category and will be looked after by their tech support team.  The agents in charge of their Twitter account must address to all responses within 20-30 minutes for each query received. They have realised that 70% of customers who have had interaction with them in the digital world have not contacted their call centres.

  • The @eircom’s team deals with approximately 75 queries and escalations per week through around 320 tweets and direct messages.
  • They use and track all their shortened links for the self-help tutorials and FAQs generate an average of 250 click-thrus to their support forum and website on a weekly basis.
  • They receive an average of 1,200 visits per week on their forums.
  • And a  further 150 queries get resolved on Boards.ie, also on a weekly basis.
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Consumer Behaviour Measurement

This week’s class was about measuring customer behaviour. This is very important for marketeers, as it lets them know what the consumer’s wants and needs are and how they behave.

Understanding consumer behaviour is essential to the development of marketing strategies. Companies need to be able to analyse  where, when, why and how consumers buy.

So how does measurement work? current technology helps to analyse activity across a variety of digital platforms and systems to quantify consumer behaviour online, analysis of online audiences, advertising, video, media, word of mouth, etc. Often measurement fails due to lack of resources, budget and not knowing what exactly what needs to be measured.

A marketer needs to first identify his target consumers and understand their lifestyles, psychologies, income, spending capabilities, mentalities so they can be offered the right product/service. Marketeers must also take into account their age group, geographical location, lifestyle and social status.

Consumer Research Methods: Market research is often needed to guarantee that we produce what customers really want and not what we think they want. There are two types of research that can be carried out:

  • Primary Research: Primary Research refers to a research methodology where marketers interact with consumers directly and collect as much information as they can. This information is generally gathered through surveys (online surveys are frequently used in Ireland), questionnaires, feedback on-site or forms, social media (also used greatly by marketers in Ireland), mobile analytics, interviews etc.
  • Secondary Research: Secondary Research often refers to relying on information which has been collected by others at some point of time (Data bases and Website logs).

Tools to Measure Reach and Audiences: 

  • Google Analytics: Lets users measure sales and conversions and gives insights into how visitors use  a site, how they arrived, and how to keep them coming back.
  • Web-logs: Works as a web analytics software, server log file from a web server, and based on the values contained within it produces indicators about who, when, and how a web server is visited.
  • Alexa.com: Provides free web-metrics it shows successful sites on the web by keyword, category, or country. It also offers analytics for competitive analysis, benchmarking, market research, or business development.
  • Using Internet Audience Measurement such as Irelandmetrix.ie.
  • Depending on how your company or brand is engaging in social media, there may be other metrics that should be factored into audience engagement. The additional metrics will likely come from the various social media channels that are outside of the ones listed above. These could include Facebook, Twitter, Blogs, Diggs, StumbleUpon likes, LinkedIn group activity or followers, social bookmarks, etc.