Beruflich Dokumente
Kultur Dokumente
98.6%
Number of customers who Like your brand page who may never return?
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50%
Number of new fans who will not see your Facebook posts in 3 months time?
80%
Number of your Twitter followers who may never see any of your Tweets?
Fans
PTAT
108,955
1.3%
3%
Number of your Facebook fans who actually see your posts if you have over 1m fans?
12,412
0.6%
20,823
1.3%
22,545
2%
784,567
7,098
0.9%
Content Strategy?
2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
769,963
33,742
4%
#DigiTrends14
Engaging with your fans and building a community are two totally different things.
#DigiTrends14
Welcome back.
J.W. Marriott
40,231,339 Fans
327,698 PTAT
2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
70,330,775 Fans
659,068 PTAT
2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Only close attention to lots of small details can make an operation first class.
J.W. Marriott
#DigiTrends14
Steve Jobs sent the GMs of the first 5 Apple stores to complete the Ritz Carltons customer service program.
2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Apple has the highest sales per square foot of any retailer globally. NPS is in the DNA of Apple retail stores.
2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
We dont haggle with last minute bookings. We need to book the right guest on the right night for the right price.
2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Marriott Hotels
Realised Value
How much did you spend with us?
Expected Value
Average customer value? (LCV)
Potential Value
What did we expect you to spend with us?
This is about getting everything down to one number. Using stats the way we read them, we will find value in things that nobody else can see.
2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
Sentiment (and SNPS) Matters How likely would you be to recommend our hotel to your friend?.
Dell focus on Detractors instead of Promoters.
60% Promotors 25% Passives 15% Detractors Each positive comment is worth $5.25 It takes 5 positive comments to neutral 1 negative one
#DigiTrends14
Social media is one area of business where you dont need to outspend your competitors in order to beat them.