Social Media Report 2011 - Telenet

Social Media #TELENETSOCIAL 2011 telenet Report 2011 FREQUENCY O 99 MENTIONS AVERAGE PEAK We had 70,996 That's a monthly Every 9 minutes 13th of January: Hottest topic in 2011 average of 5,916 mentions through- out the year someone was talking live Fibernet press was the Fibernet conversations about Telenet conference launch 2010: live Yelo press 2010: 49,270 mentions (since March) 2010: 4,927 conver- 2010: Every 13 minutes 2010: 17 Dec (live Yelo press conference) sations per month conference BUZZ TIMELINE ili TWEET OF THE YEAR Traffic peaks are generated by live press conference streams From TechCrunch journalist (based on impressions and on- topic tweets) Orobinwauters RT Obelgianwaves: After hack- ing: watching live #yelo streams on #android. If @Telenet doesn't offer client before valentine's day I will (28/01) ian00 1000 O 20,185 O 68 O31 JAN FEB MAR MAY JUN JUL AUG TOP MONTHS OTELENET TWEETS" O January: Fibernet press conference, live on blog (#7,754) O August: Pukkelpop aid with free Hotspots usage (#8,594) O November: FreePhone Mobile, shared TV recordings, Sporting Telenet day pass, Walk & Connect (#6,835) Momenteel is er een algemene storing voor een deel van onze internetklanten. We werken aan een oplossing. Onze excuses voor het ongemak. (19/10) HIGHLIGHTS O 20,185 O Fibernet press co, live on blog (13/01) O Digicorder issues, peak during #hgm" (11/09) O iPhone 4S SmartSpot stunt (27-28/10) O General internet outage (19/11) Kom morgen om 8u in 't geel O iPhone & Wi-Free press co, live on blog (24/05) naar onze SmartSpot in A'pen, O Belgian football at Telenet (10/06) de eerste 20 krijgen gratis een iPhone 4S (16GB) - bit.ly/smart- O Price increase Internet and cable TV (13/07) O Pukkelpop aid (free hotspots usage) (19/08) O Launch Telenet Homespot (14/12) spot (27/10) O 17,690 e 49 Het Goddeljke Monster (VRT, Eén) Bekijk je HD Digicorder-opnames op je andere HD Digibox of HD Digicorder in je huis bit.ly/unUfxO (16/11) DEPARTMENTS O 12,758 32 User share of mentions vs Telenet topics: grow potential for Product and GTM Other: IMAP (05/o8). Pirate Bay (04/10), Telenet-hotspots after 4% 3% 0.1% 7.3% 8.1% 18.6% WEBCARE 6.3% O WEBCARE Pukkelpop (19/08), YouTube O PRODUCT research (05/06), Yelo Live TV on 11% O PRODUCT O 00-TO-MARKET pc (23/08), infographic (03/02) WHEN WHEN TELENET TALKS USERS TALK О во-то-мАякEТ O CORPORATE ОСOЯРОRATE * Based on impressions & retweets O BUSINESS O OTHER 79.6% 56% USER TWEETS Ovpieters Unbelievable that @telenet still PRODUCTS uses that popup that blocks everything when trying to use TV & Yelo attain largest product share in conversations the hotspot, so can't use Ipassword on iPhone. (30/04) O 192,947 70 @mobilevikings 60 Telenet heeft gelijk. Mobiele data wordt steeds belangrijker. Schitterend dat ze die richting 30 uitgaan! itelenetlanceert (24/05) 20 O 12,108 11 FEB O0ttoJanHam MAR JUN AUG SEP OCT NOV DEC O INTERNET O TV& YELO O MOBILE Niet alleen maken ze spectaculair slechte reclame, het zijn HIGHLIGHTS gewoon ordinaire boeven: #telenet (02/09) O April-May: Yelo (beta testing, update app, Android user app off-line due to copyright issues), cable TV price 9,702 10 increase speculations, YouTube streaming issues, . O May-June: Belgian football at Telenet, Balen-Leut campaign, - O June-July: Mobile outage on 29/06, start sale iPhone 4S, . O July-August: Price increase Internet and cable TV, Pukkelpop aid (free hotspots usage), . O October-November: Digicorder issues, shared TV recordings, . OTsjell regio Tienen-Hoegaarden sluit zich aan bij teveloze zondag avond . #telenet @telenet dit is niet de spirit van je Overwenbrigade (11/09) O 252 SENTIMENT Ojblaute In total: 65.78% of all mentions tagged with an explicit sentiment were negative, since OTelenet alweer probleem met measurements started in June nieuw modem. Ten einde raad. Help. Thx. 1. (17/12) O6.544 10 TWITTER" Most visible @Telenet tweet based on impressions and RT's OTelenet NOV I POSITIVE O NEGATIVE Momenteel is er een algemene storing voor een deel van onze TOP TOPICS internetklanten. We werken aan een oplossing. Onze excuses O Belgian football at Telenet (9-10/06) voor het ongemak. (19/10) O Problems with fixed IP [business) (08/10) O iPhone 4S SmartSpot stunt (17/10) New Shakes + traffic monitoring (22, 25-26/06) O 10,732 O Price increase Internet and cable TV (13/07) O General internet failure (19/10) ............................... pource: Crowdbooster O Digicorder failures (12/08) O Unavailability of My Telenet and Yelo (17/11) O verwenbrigade (21/11) O Hotspots aid during Pukkelpop drama (19/08) O Yelo on PC (23/08) O Mobile failure (23/11) O Verwenbrigade (01/09) O Problems Digicorder, peak during #hgm (02/09) O General regional and Digicorder failure (29-30/11) FACEBOOK O Slow internet (14/12) TV failure in Tienen-Leuven-Rotselaar #hgm (11/09) O Launch homespots [free WiFi) (14/12) Top Facebook post from Telenet based on impressions CI+ module for digital TV (30/09) My Telenet and Webmail outage (20/12) and interaction O Pirate Bay (04/10) O Digicorder failures (26, 29/12) OTelenet Tv-panne in Tienen-Leuven- Rotselaar (11/09) WEBCARE O 27,834 O 87 Since social advisor measurements started (May 2011), Telenet's Charlotte has helped 16,809 customers (=80.7% of all public questions) via social media. BLOG Media behaviour change: Our blog received 565,045 visits in 2011. (2010: 103,066 visits) Since social advisor measure- ments started in May, most customer questions have been submitted via Twitter, fora start Most important blog post based 20 on views: to lose importance Fibernet press conference live MAY on blog (13/01) O TWITTER I FACEBOOK O FORA I BLOG I KLACHTENPUNT O 107,540 Customers help customers: A monthly average of 34.7 Telenet customers helped each VIDEO CHANNELS" other out (since social advisor measurements started) Our YouTube channel received 133,466 views in 2011. The best traffic sources were Moble apps and direct traffic (64.4%) DCT NOV DEC I CUSTOMERS HELPING EACH OTHER O 78.8% 9 21.2% * Not individually answered: activation costs, slow internet complaints, general cutages, roadmap questions,. ........ .... Most popular YouTube video: Een huis vol plezier met de Fiber- LIKES & FOLLOWERS net Shake O 10,579 O 46 O 53 In 2011, Telenet reached over 10,000 Twitter followers and 15,000 Facebook likes 18000 Most popular Vimeo video: 16000 14000 Hoe Yelo gebruiken? 12000 1c000 O 151,766 6000 4000 Most popular Garage TV video: Verrast op een terrasje O TWITTER O FACEBOOK O 36,636 O Followers: Percentage increase of 312% * youtube.com/telenetdigitool * vimeo.com/telenet * video.zito.be/telenet O Likes: Percentage increase of 413% O FOLLOWERSs 2 RETWEETS O IMPRESSIONS REPLIES MALE O FEMALE LIKES %23