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Dixons Topline Social CRM
StudyCOPYRIGHTTESTIFYDIGITALLTD.ALLRIGHTSRESERVEDREGISTERED&IPAPITCHPROTECTED
CONTACT:[email protected]
Facebook.com/testifydigital
@Testifydigital
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Social media mentions of Dixons
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A 30-day social media search for mentions of Dixons19/12/11
17/01/12
7,721 Total mentions70% of mentionsoccur on Twitter
Twitter 5,430Forums 1,267
Blogs 508
Facebook 217
News 163Comments 64
Videos 54
Images 18
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When where people talking about ?
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The chart on the right
shows the frequencyof mentions of Dixons
over 30 days
The majority ofmentions occurred onTuesday 17th January
This was due to thereleasing of Dixons
sales figures from theChristmas season, and
the spreading of thisstory on Twitter
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What are people talking about ?
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The Conversation cloud shows the top 50 most common
associatedterms when Dixons is mentioned, the larger the word, the
morefrequently it is mentioned
This gives an overview of the main conversation topics
aroundDixons; popular products, sentiment, news stories, etc.
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Dixons on Twitter
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@DixonsOnline2841 Followers
Main purpose is to tweet thelatest deals and discounts
from Dixons
Most activity is respondingto customer queries and
complaints
Customer support is dividedbetween this account and the
specific customer support
account
@DixonsDelivery406 Followers
Main purpose is to be thecustomer service point of
contact on Twitter
Directs people towards theDixons Get Satisfaction
community
Monitors and responds togeneral customer
complaints on Twitter
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Tweets to Dixons
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Dixons monitor Twitter for mentions of their Twitter handle and
reply to
customers. However only 7% of Dixons mentions on Twitter
included
their official Twitter handles
225 (4%) of Twittermentions used
@DixonsOnline
157 (2.9%) of Twittermentions used@DixonsDelivery
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@DixonsOnline response rate
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The chart shows how tweets to and from @DixonsOnline changed
over time
The red line indicates tweets addressed to @DixonsOnline,
thegreen is tweets from @DixonsOnline.
The two lines give an indicator as to how efficient Dixons are
inreplying to tweets sent to them
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@DixonsDelivery response rate
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The chart shows tweets to and from @DixonsDelivery
The red line indicates tweets addressed to @DixonsDelivery,
thegreen is tweets from @DixonsDelivery.
As @DixonsDelivery is the main support account on Twitter
forDixons, it shows a consistent rate of response to Tweets.
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Get Satisfaction
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Get Satisfaction set up to deal with main customer enquiries
acrossDixons, Currys and PC World
Connects back to Twitter and allows cross posting from
bothplatforms
Links to KnowHow which allows users to get expert help across
arange of products, search a full knowledgebase and track their
parcel deliverys
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Facebook
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The Dixons Facebook Page was made inactive and visitors
directedtowards the main Currys PC World Facebook Page
It links to the Get Satisfaction Support forum Features live
blogs and a community hub that redirects users
towards apps, deals, store finders, and newsletter signups
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About Testify
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We are Testify THE Social CRM Agency
WHO ARE WE?
We are a Social CRM agency focused on
driving awareness, advocacy and
conversion through influence and
engagement. ABOUT OUR FOUNDERS: Mark Joseph and John Barton
Founders of Steak Social and Steak Affilliate
departments
Campaign Award Winners: Social Media Innovation/Digital Strategy
2010/2011 Media Week 30 Under 30
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Brands working with Testify
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& PLAN
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& BUILD
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& ENGAGE
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& REACH
PERFORM
& CONVERTSocial Auditing
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Fan Generation
Social Shopper Marketing
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Social Affiliates
Lead Generation
Audience Retention
Our Services
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THANK YOU
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Telephone: +44 (0)844 991 7719
Web:www.testifydigital.com
Email: [email protected]
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Twitter: @testifydigital
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