Thierry Thijssen Manager Business Development

@ThierryThijssen

Customer Service

Engage with your customers in a fast and

efficient way.

PR & Communication

Monitor and measure your reputation

and prevent or solve crises easily.

Coosto offers business solutions for:

Digital Marketing

Analyse your marketing performance and

create compelling content.

Data Research

Dive into our social media data and discover

or analyse trends.

Coosto facts

• Founded in 2010

• More than 600 customers

• 30.000 logins a day

• 200 countries & 150 languages

• 120+ employees

• Scope:

• Top-20 most influential brands in Belgium

(Ipsos)

• Top-20 strongest brands in Belgium

(Energized Brands, Brandasset)

• 1 January 2015 - 31 October 2015

• Focus on engagement

Research into companies’ social media engagement

• Social media engagement drives customer loyalty

• Great customer service on social media will reduce customer

churn

• Social media engagement leads to better brand reputation on

customers and non-customers (research by Dijkmans, Kerkhof

and Beukeboom, VU University)

• A better reputation leads to more profit

(engaged customers spend 30% more, research by Chris Barry,

Rob Markey, Eric Almquist and Chris Brahm, Bain Company)

Social media are not the holy grail, but it definitely works!

Why is engagement so important?

Engagement on Twitter

Ignored tweets random sample

Engagement on Facebook

Responding to replies and wallposts

Telenet is very social

# or @... Proximus is on it!

Received compliments

Fastest customer service

Telenet wallposts random sample

• Proactive and fast responses on social media drive

customer loyalty.

• This results in a better brand reputation!

• Telenet, De Lijn and Proximus are excellent examples.

• The opposite is true as well

• Companies which ignore social, lose customer loyalty

• Not-engaged customers spend less

Social media are not the holy grail, but it definitely works!

Conclusion

Thanks!

Drop by in the network lounge for a

free one-page social media report about

your brand. Just drop your business card in

our fish bowl! ;-)

Thierry Thijssen

info@coosto.com