social user channel preferences kuwait
TRANSCRIPT
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Social User Channel
Preferences How different user groups cluster on social
media sites
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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
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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
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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
Kuwaiti’s more likely to use Twitter
Brands appear to pitch higher value
products on Twitter
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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
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Companies & Sites
Ooredoo Kuwait
@OoredooKuwait
Fb/OoredooinKuwait
Instagram/OoredooKuwait
Zain Kuwait
@ZainKuwait
Fb/ZainKuwait
Instagram/ZainKuwait
Viva Telecom Kuwait
@VivaTelecom
Fb/VivaQ8
Instagram/VivaTelecom
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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
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@VIVAtelecom
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@OoredooKuwait
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@ZainKuwait
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VIVAQ8
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OoredooinKuwait
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ZainKuwait
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VivaTelecom
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OoredooKuwait
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ZainKuwait
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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