Next Generation Social Media Strategies for MNOs

  • ID: 3945079
  • Report
  • Region: Global
  • 52 Pages
  • Mobile Market Development Ltd (Wireless Profit)
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Direction, Strategy and Brand Differentiation

FEATURED COMPANIES

  • AT&T
  • Facebook Messenger
  • Hootsuite
  • Orange
  • Skype
  • Twitter
  • MORE

Social media technology has grown faster than any other in history. With over 2.6 billion active social media users spending more time on diverse social platforms, having a strong and coherent social media strategy has become more complex and critical.

While the majority of MNOs have developed a strong presence on major social media platforms, fewer have actually used social networks and tools to transform their business.

Although MNOs are investing in social listening, monitoring and marketing, most lack a holistic framework to embrace the full potential of social media opportunities.

This report explores the social media revolution from a customer and brand perspective. Based on MNOs’ social media use cases, it explores the benefits they have derived from their strategies and assesses opportunities for leveraging social media platforms.

Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • AT&T
  • Facebook Messenger
  • Hootsuite
  • Orange
  • Skype
  • Twitter
  • MORE

1 Overview

2 Introduction
2.1 Background to the Report
2.2 Report Content
2.3 Currency and Conversions
2.4 Further Questions and Feedback

3 The Social Media Revolution
3.1 Social Media Disruption
3.2 Defining The Social Media Landscape
3.3 Increase of Social Media Usage via Mobile
3.4 Proliferation of Social Media Platforms
3.5 Social Media Spend-Impact Challenge
3.6 Connecting with the Digital Customer
3.6.1 Choosing the Appropriate Channels
3.6.2 Engaging With the Next Generation Customer
   
4 MNO Strategies Leveraging Social Media
4.1 Potential of Social Media for Customer Care
4.1.1 Social Customer Care Metrics to Social Media KPIs
4.1.2 Improved Brand Perception and Customer Satisfaction
4.1.3 Lowered costs and Increased Revenue
4.2 Next Generation Social Media Management and Engagement
4.2.1 From Monitoring System to Analytical Platform
4.2.2 Rise of Messaging Apps
4.2.3 The Rise of Chat Bots
4.3 Becoming More Agile and Fostering Innovation
   
5 Sample MNO Social Media Use Cases
5.1 Social Media Rankings
5.1.1 Sprinklr Telecommunications Social Ranking
5.1.2 Brandwatch Telecommunication Social Media Index
5.2 Real-Time Monitoring and Support
5.2.1 O2
5.2.2 Orange Social Hub
5.2.3 Deutsche Telekom Situation Room
5.3 Increased Self-Care and Reduced Call Centre Costs
5.4 SMMS and Analytical Platforms
5.4.1 Hootsuite
5.4.2 Salesforce
5.5 Digital Agility
5.6 Engaging a Younger Audience
5.6.1 giffgaff Community
5.6.2 AT&T @SummerBreak and Hello Lab
5.6.3 Vodafone Snapchat Recruitment Campaign
5.7 Harmonising Social Media Practice
5.7.1 Orange
5.7.2 Deutsche Telekom
5.7.3 Telstra’s 3 Rs of Social Engagement
5.8 Investment to Support and Promote Innovation
5.8.1 Orange Fab
5.8.2 Telefónica Open Future
5.8.3 Go Ignite

6 Key Findings and Recommendations
6.1 Research Findings
6.2 Recommendations
   
Appendix

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  • AT&T
  • BT
  • Bouygues Telecom
  • Brandwatch
  • Deutsche Telekom
  • Facebook
  • Facebook Messenger
  • Facebook Workplace
  • giffgaff
  • Go Ignite
  • Google
  • Google+
  • Hootsuite
  • hub raum
  • Instagram
  • KPN
  • LinkedIn
  • O2
  • Orange
  • Orange Fab
  • Pinterest
  • Reddit
  • Salesforce
  • SingTel
  • Skype
  • Snapchat
  • Sprinklr
  • Telefonica Open Future
  • Telstra
  • Tumblr
  • Twitter
  • Viber
  • Vodafone
  • WeChat
  • Whatsapp
  • YouTube
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown
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