Social User Channel Preferences Kuwait
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How and why certain groups of people tend to use one social media platform over another and how businesses react to this. This is a brief study of how the 3 Kuwaiti telecoms use Facebook, Twitter and Instagram to varying degrees to interact with their customers. Companies studied are Zain, Viva Telecom & Ooredoo Kuwait. These companies were not involved in this study and only publicly available information was used.
Social User Channel Preferences Kuwait
- 1. CAN I GET SOME ServicePlease!de { Social User Channel Preferences How different user groups cluster on social media sites
- 2. CAN I GET SOME ServicePlease!de The items and comments here are results of observations while working in Kuwait during November 2014 Anecdotes and resulting theories are subject to challenge Empirical analysis is needed to support or debunk these observations Background
- 3. CAN I GET SOME ServicePlease!de Do groups of people, defined by language or nationality tend to gather on certain social media sites? Can analytics study language use on sites map to location information in users profile? Do companies know this and present themselves and their products differently? How does their approach to customer service differ? SLAs, KPIs Questions
- 4. CAN I GET SOME ServicePlease!de Kuwait Population is <40% Kuwaiti, rest expats Facebook, English visibly used more often Twitter, Arabic almost exclusively Instagram, much Arabic & growing quickly Expats more likely to use Facebook Kuwaitis more likely to use Twitter Brands appear to pitch higher value products on Twitter
- 5. CAN I GET SOME ServicePlease!de Why & What Analyzed Twitter, Facebook & Instagram for interactions with companies If the anecdotes from the previous slide are true then, Brands need to know this breakdown Brands can better position their goods on the proper platform Brands can optimize their social media approach for the target audience Empirical data is needed to confirm or dismiss
- 6. CAN I GET SOME ServicePlease!de Companies & Sites Ooredoo Kuwait @OoredooKuwait Fb/OoredooinKuwait Instagram/OoredooKuwait Zain Kuwait @ZainKuwait Fb/ZainKuwait Instagram/ZainKuwait Viva Telecom Kuwait @VivaTelecom Fb/VivaQ8 Instagram/VivaTelecom
- 7. CAN I GET SOME ServicePlease!de Zain Ooredoo Viva FB likes 84K 248K 315K FB average comments 16 3 62 FB engagement no little to none no Twitter followers 151K 140K 179K Tweets 11K 37,4K 24,3K Twitter engagement yes yes yes Instagram followers 89K 54K 106K Instagram posts 547 1,4K 1,7K Instagram engagement no some yes Social Stats November 2014 Engagement = responds to others on site
- 8. CAN I GET SOME ServicePlease!de @VIVAtelecom
- 9. CAN I GET SOME ServicePlease!de @OoredooKuwait
- 10. CAN I GET SOME ServicePlease!de @ZainKuwait
- 11. CAN I GET SOME ServicePlease!de VIVAQ8
- 12. CAN I GET SOME ServicePlease!de OoredooinKuwait
- 13. CAN I GET SOME ServicePlease!de ZainKuwait
- 14. CAN I GET SOME ServicePlease!de VivaTelecom
- 15. CAN I GET SOME ServicePlease!de OoredooKuwait
- 16. CAN I GET SOME ServicePlease!de ZainKuwait
- 17. CAN I GET SOME ServicePlease!de I am on a mission to get companies on track in providing decent customer service via online channels Want to know more? Check out: Twitter @serviceplease20 About.me/andrewfmaher http://Serviceplease.de About Andrew Maher