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2016-05-10 Vocanic Case Studies

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VOCANIC
VOCANIC

A list of case studies from Vocanic from over the years. This lists projects we have done for CIMB Malaysia, Six Capital Singapore, L'Oreal Indonesia, Fischer-Price Singapore, StarHub Singapore, SMRT Singapore, Huawei Malaysia, The Face Thailand, Pizzahut Singapore, STB Singapore and Temasek Singapore.

1 of 65
[CASE STUDIES]
INNOVATION Thinking Ahead of Time
CIMB, Malaysia
Integrating Business Processes VOCANIC helped CIMB, Malaysia Bank launch Savings Circle, the world’s first fully integrated bank deposit campaign that runs on Facebook. Savings Circle used strong crowd-sourcing elements to reward individuals and their friends for saving together. The more friends came together, the more money everyone saved and deposited on Facebook, the higher their chances of winning. First FB Deposit Campaign
CIMB : Savings Circle
Six Capital, Singapore
TAGG is a “earn-as-you-play” strategy-based game designed and developed for Fintech start up Six Capital. It provides a new way by which people access the opportunities in the currency market. TAGG - Strategy Game in Fin-Tech
To launch the game and introduce the concept, TAGG gave people an opportunity to get a taste of the experience, simply by registering. Upon registration users were awarded a US$10, or US$100 or US$1,000 Node. A Node is the basic building block of the game and will generate real world yield (return). TAGG - Strategy Game in Fin-Tech
Klub Kita, Indonesia
Social and Loyalty Campaign The World’s First MLM inspired, POS- Integrated, Socially Connected Activation Program.
A joint initiative led by VOCANIC with Alfa Mart and L’Oreal Indonesia BENEFITS FOR L’OREAL BENEFITS FOR ALFA MART Social and Loyalty Campaign Acquire Relationship Drive Trial Create Reach Drive Sales Drive Footfall Increase Sales Encourage Loyalty
Fisher Price, Singapore & Indonesia
Fisher Price Play IQ Box Globally, Fisher-Price has an assessment of babies’ stage of development called Play IQ to evaluate their Physical, Cognitive, Social & Emotional development based on their age. In Singapore, VOCANIC recommended them to introduce the concept of a “Play IQ Box” that allowed parents to: Subscribe to receive a Play IQ Box of age-appropriate toys for their babies every three months until they reach 36 months. Invite friends and family to co-fund and contribute to the Play IQ Box subscription. Receive convenient home delivery of toys.
Fisher Price Play IQ Box
CHALLENGE ACCEPTED Turning Business Challenges into Opportunities
StarHub, Singapore
The Rise of the Social Customer The rise of the social customer presents a unique opportunity for the company to listen, learn, engage and co-create with the customers. The Rise of Social Technologies StarHub has a strong social media presence in third party platforms such as Facebook and Twitter. However these platforms have limitations in tapping into the full potential of what social media can harness for the brand and for the social customer. StarHub has invested in the creative use of social technologies to tap into the power of the social customer and social technologies. Challenge Social Media Strategy
STARHUB COMMUNITY StarHub has a brand community with over 31,000 members with about 70,000 unique visitors and 180,000 page views a month. StarHub uses the Community to: Crowdsource Support, Customer Advocacy and Gamification Crowdsourcing Innovation, content and contests Engage with Social Influencers StarHub Community Solution 1 2 3
StarHub Community
SOCIAL MEDIA COMMAND CENTRE ‘Social Hub’ was setup to manage all customer social conversations. Social media and big data analysis power the data visualization screens in the command centre. Social Media Command Centre Solution
Social Media Command Centre At a glance data visualization
#OperationHappy There was a significant opportunity for StarHub to improve its social ROI by proactively reaching out to the general public that had mentioned StarHub in their public conversations. The aim was to continue to engage in such conversations to acquire more customers and strengthen the bonds with existing customers. #OperationHappy Solution
#OperationHappy
StarHub Community All-Stars Program In 2013, we introduced the Sparklers Club Program to recognize StarHub Community’s advocates. In 2014, VOCANIC conceptualized a new program, StarHub Community All-Stars Program to recognize the top contributors and advocates. Sparklers Club continues to be the base of advocates for us to tap into when we have new products and services to be tested. StarHub Community All-Stars Program Solution
StarHub Community All-Stars Program Rockstars StarHub Community’s top advocates who have contributed to the community by sharing their expertise. They actively contribute to the community users and play a part in our product innovation. The are the top 3 members in the scoring system to become the celebrities of StarHub Community. Heroes StarHub Community’s top advocates who have contributed to the community by sharing their expertise. They actively contribute to the community users and play a part in our product innovation. The are the top 3 members in the scoring system to become the celebrities of StarHub Community. Superstars StarHub Community’s top advocates who have contributed to the community by sharing their expertise. They actively contribute to the community users and play a part in our product innovation. The are the top 3 members in the scoring system to become the celebrities of StarHub Community.
Very high social ROI resulting in the brand being named as the most “Socially Devoted Brand” by Social Bakers • Significant cost savings of S$300,000 in Customer Support in 2013 through peer-to-peer (crowdsourcing) support • Traffic increased by 84% and the resultant cost savings ballooned to over S$500,000 • StarHub’s tweets saw increased replies by 60% • Based on internal brand equity study results, StarHub scored high ratings on “online brand support forums” as compared to its competitors • Giving StarHub’s tweets a more humanized approached increased replies to our tweets by 60%. Social Media Strategy Results
Social Media Strategy
SMRT, Singapore
With regards to their train service, Singaporeans have a very low patience threshold. The advent of social media has enabled netizens to express their real-time sentiments amplifying the negative effect on the brand’s reputation during minor delays and disruptions. SMRT needed to look at engaging the commuting public pro-actively so they are able to look beyond the temporary inconvenience caused and establish strong emotional links with the brand that they have grown up with and held in high-esteem over the years. SMRT : The Unexpected Experience Challenge
During the 50th National Day period, SMRT went on to “tug the heartstrings” of its commuters and soften the online negative sentiments. On the recommendation of VOCANIC, SMRT started a social media program to create nostalgia and emotionally-connect with its commuters. They collaborated with OneSongOneSg team to produce a video centred on the song HOME that was sung by a group of vocalists on board one of its trains. The video captured Singaporeans from all walks of life coming together in the train singing as one to the tune of HOME and was then shared on Facebook. SMRT : The Unexpected Experience Solution
SMRT : The Unexpected Experience
The Unexpected Experience campaign successfully engaged fans using social media in an innovative manner. The brand’s initiative was amplified using clever social media marketing tactics and creating conversations around the video, thereby improving sentiments around the brand SMRT. The results were phenomenal: SMRT : The Unexpected Experience Result • Page engagement rate increased over 3 times. • The shared video garnered a total of 2,668,090 reach, 513,380 video views and 80,405 Likes, Comments and Shares. • Positive sentiments saw a rise of a mind blowing 75%. Negative sentiments fell by almost 50%. • Positive press value as the initiative was reported by Channel NewsAsia, The Straits Times and Stomp Sg.
SMRT : The Unexpected Experience
Huawei, Malaysia
For KL Fashion Week in 2015, Huawei Technologies (Malaysia) wanted to reach an entirely new target audience for the launch of its flagship P8 mobile phone. They also wanted to leverage their social media channels to the maximum possibility. Huawei #WeiToFashion Challenge KL
Guided by VOCANIC’s in-depth knowledge & expertise in social platforms, Huawei engaged with their audiences through key influencers. VOCANIC’s own video production team, “VOCANIC Studios” created a series of social videos to amplify the Huawei sponsorship of KL Fashion Week. VOCANIC interviewed local designers about their journey as well as the experience using the phone. In addition to this, there was a full social campaign, including influencer engagement, contest and activation across Facebook and aggregation of campaign conversation using #WeiToFashion. Huawei #WeiToFashion Solution S O C I A L P L AT F O R M S
Huawei #WeiToFashion
The Facebook application created for this campaign was a huge success: • Social postings reached 1.2 mil people online • 54k views for behind the scenes videos in 3 days • 2.9k Organic Fan growth • 1.3 million post reach • 66k audience engagement • 1.9k unique registration This campaign enabled Huawei Technologies to drive brand recognition and brand value. The campaign received high press value and cemented Huawei’s position not just as an innovation but also as a fashion icon in Malaysia. Huawei #WeiToFashion Results
VINCENT SIOW CASSEY GAN RAJA NADIA SABRINA Huawei #WeiToFashion
The Face, Thailand
The Face is a Thailand based reality television modelling competition series. VOCANIC Thailand was commissioned as the social media agency on record to handle all the shows created by the Kantana Group. The Face Thailand Challenge
VOCANIC, being the social media agency on record, worked with the Kantara Group to : • Create Pre-show & format awareness • Drive recruitment via digital platforms • Drive off-air period engagement • Create earned media channel for The Face & Kantana Group • Create a secondary revenue stream via digital platforms • Handle multiple social platforms : Facebook, Twitter, Instagram and Line The Face Thailand Solution
Sample Posts Influencer Engagement Maybelline Conversation Galaxy Note 5 Conversation The Face Thailand
The social media activities of The Face reaped fabulous results : • The launch episode saw a dramatic increase in online conversation- 70,000 for Ep.1 and 50,000 for Ep. 2 • No 1 trending position on twitter. • Content reach was more than 2 million people • Facebook fanbase saw a growth of almost 40,000 Likes with In 2 hours and 120,000 overall. • Our Instagram account gained over 10,000 new followers at the same time. • The best performing facebook post received 48,000 plus likes and 11,000 plus shares. • The first episode has been viewed more than 1 million times on YouTube already. The Face Thailand Results
Engagement Rate with Other TV Program The Face Thailand 1 94.4% EP2 105.7% 123% EP2 135.52%
Pizza Hut, Singapore
An unflattering and politically-incorrect comment was written on a customer’s receipt. The customer, Ms. Aili Si posted the receipt voicing her dissatisfaction with Pizza Hut’s customer service and asking for an apology. Her post to Pizza Hut Singapore’s Facebook wall quickly gained traction and became viral over the next few days and was picked up by several media outlets. Aili Si’s ‘Pink Fat Lady’ Crisis Challenge
Upon VOCANIC’s recommendation, Pizza Hut responded in first person to Aili Si’s comments and also released an official statement on their Facebook wall condemning the act and apologizing on behalf of the employee. Ms. Aili then posted a statement on her page accepting Pizza Hut’s apology and asking for a closure of the incident. Vocanic’s quick and accurate response helped diffuse the situation. Aili Si’s ‘Pink Fat Lady’ Crisis Solution VOCANIC
 7.41 PM- Ms. Aili Si posted on Pizza Hut Singapore’s Facebook Wall a snapshot of the receipt with the “Pink Fat Lady” comment.  The post managed to get a lot of shares and comments on her post  10.35 AM- Pizza Hut wrote in 1st response to Ms. Aili’s post an apology reply.  News got picked up by media outlets but yet not viral.  9.11 PM- An ST reporter wrote on Pizza Hut SG’s Facebook asking for clarification regarding the matter.  10.35 PM- Pizza Hut released an official statement on its Facebook wall.  8.23AM- Straits Times published the story about the incident on its online site.  By now all local media outlets picked on the story not on their corporate website but Facebook wall.  The story was picked up by Channel NewsAsia and other local media outlets  By midafternoon and evening, several international media like Gawker and Time had picked up the story.  6.32 PM- Ms Aili posted a statement on her Facebook profile acknowledging and accepting Pizza Hut’s apology.  Pizza Hut released a statement saying it has resolved the issue with Ms. Aili and will take steps to improve customer service • Oct 15• Oct 14 PM• Oct 14 AM• Oct 13 PM• Oct 13 AM• Oct 12 PM Aili Si’s ‘Pink Fat Lady’ Crisis
Pizza Hut’s operation team commended VOCANIC on maturely handling the situation and preserving client brand equity before it caused more harm. Pizza Hut was also lauded for their customer centric behavior in a press article. Aili Si’s ‘Pink Fat Lady’ Crisis Results
Source: http://sbr.com.sg/media-marketing/commentary/notable-social-media-pr-lessons-pizza-hut-singapore Aili Si’s ‘Pink Fat Lady’ Crisis
STB, Singapore
Singapore: Inside Out was a travelling creative showcase that featured a collection of multi- sensorial experiences collaboratively designed by the country’s creative talents. It toured global creative capitals including Beijing, London and New York, before its homecoming in Singapore in November 2015. This interactive experiential space brought together a spectrum of disciplines, including architecture, design, fashion, film, music, literary, visual, performing and culinary arts. STB Inside Out Challenge
VOCANIC worked with the STB team to provide Strategy & Planning of the digital campaign. We also assisted with : • Building the website, including maintenance, hosting and updating • Handling multiple social platforms : Facebook, Twitter, YouTube • Content calendar planning and conversation management • Live event updates according to event time zones : Beijing, London and NYC • Liaising with media and PR to curate content for websites/social • Driving traffic to website STB Inside Out Solution
STB Inside Out
The STB Inside Out campaign saw highly successful : Building the website, including maintenance, hosting and updating Posts were (Geo) targeted and boosted which ensured that more than 80% of the website traffic was from the targeted cities. • Posts were (Geo) targeted and boosted which ensured that more than 80% of the website traffic was from the targeted cities • Page had constant traffic globally • With an average of 2 minutes on the page each visit • More than 30,000 unique views over 6 months • More than 26,000 sessions globally STB Inside Out Results
STB Inside Out
Temasek, Singapore
Temasek Holdings contracted VOCANIC to monitor, analyse and report popular sentiment around the release of their Annual Financial Report. They also wanted to evaluate the effectiveness of their ATL marketing and execution. Social Listening for Temasek Challenge
Social Listening for Temasek Solution VOCANIC set up Social listening for public data across Social Media networks, online news outlets, forums etc for a period of 3 months. We listened across 7 markets including : • Singapore • Malaysia • India • China • HongKong • United Kingdom • United States
PRE DURING POST • Analysis and translation of social listening data into English reports • Summary of key brand insights • Topline competitor viewpoint • Content performance review • Detailed campaign, conversation and competitor review showing volume by platform, sentiment and key highlights • Customer and service insights • Daily updates (M-F) showing with high-level insights about shifts in volume, suggested proactivity and/or other key highlights • Full campaign & competitor review: social and business • Detailed data industry and market analysis • Recommendations for future campaign success Social Listening for Temasek
We provided the client with actionable business insights that included reports on : Social Listening for Temasek Results Quantifying Buzz and Sentiment Trends and Causality Actionable Insights etc.
* Actual reports are confidential in nature and hence a sample of reports are provided Quantifying Buzz & Sentiment Trends & Causality Actionable Insights Social Listening for Temasek
VOCANIC earned their trust
THANK YOU Find out more : website : www.vocanic.com email : info@vocanic.com tel : +65 63953080 facebook : www.facebook.com/vocanic twitter : www.twitter.com/vocanic linkedin : www.linkedin.com/company/vocanic

More Related Content

2016-05-10 Vocanic Case Studies

  • 4. Integrating Business Processes VOCANIC helped CIMB, Malaysia Bank launch Savings Circle, the world’s first fully integrated bank deposit campaign that runs on Facebook. Savings Circle used strong crowd-sourcing elements to reward individuals and their friends for saving together. The more friends came together, the more money everyone saved and deposited on Facebook, the higher their chances of winning. First FB Deposit Campaign
  • 5. CIMB : Savings Circle
  • 7. TAGG is a “earn-as-you-play” strategy-based game designed and developed for Fintech start up Six Capital. It provides a new way by which people access the opportunities in the currency market. TAGG - Strategy Game in Fin-Tech
  • 8. To launch the game and introduce the concept, TAGG gave people an opportunity to get a taste of the experience, simply by registering. Upon registration users were awarded a US$10, or US$100 or US$1,000 Node. A Node is the basic building block of the game and will generate real world yield (return). TAGG - Strategy Game in Fin-Tech
  • 10. Social and Loyalty Campaign The World’s First MLM inspired, POS- Integrated, Socially Connected Activation Program.
  • 11. A joint initiative led by VOCANIC with Alfa Mart and L’Oreal Indonesia BENEFITS FOR L’OREAL BENEFITS FOR ALFA MART Social and Loyalty Campaign Acquire Relationship Drive Trial Create Reach Drive Sales Drive Footfall Increase Sales Encourage Loyalty
  • 12. Fisher Price, Singapore & Indonesia
  • 13. Fisher Price Play IQ Box Globally, Fisher-Price has an assessment of babies’ stage of development called Play IQ to evaluate their Physical, Cognitive, Social & Emotional development based on their age. In Singapore, VOCANIC recommended them to introduce the concept of a “Play IQ Box” that allowed parents to: Subscribe to receive a Play IQ Box of age-appropriate toys for their babies every three months until they reach 36 months. Invite friends and family to co-fund and contribute to the Play IQ Box subscription. Receive convenient home delivery of toys.
  • 15. CHALLENGE ACCEPTED Turning Business Challenges into Opportunities
  • 17. The Rise of the Social Customer The rise of the social customer presents a unique opportunity for the company to listen, learn, engage and co-create with the customers. The Rise of Social Technologies StarHub has a strong social media presence in third party platforms such as Facebook and Twitter. However these platforms have limitations in tapping into the full potential of what social media can harness for the brand and for the social customer. StarHub has invested in the creative use of social technologies to tap into the power of the social customer and social technologies. Challenge Social Media Strategy
  • 18. STARHUB COMMUNITY StarHub has a brand community with over 31,000 members with about 70,000 unique visitors and 180,000 page views a month. StarHub uses the Community to: Crowdsource Support, Customer Advocacy and Gamification Crowdsourcing Innovation, content and contests Engage with Social Influencers StarHub Community Solution 1 2 3
  • 20. SOCIAL MEDIA COMMAND CENTRE ‘Social Hub’ was setup to manage all customer social conversations. Social media and big data analysis power the data visualization screens in the command centre. Social Media Command Centre Solution
  • 21. Social Media Command Centre At a glance data visualization
  • 22. #OperationHappy There was a significant opportunity for StarHub to improve its social ROI by proactively reaching out to the general public that had mentioned StarHub in their public conversations. The aim was to continue to engage in such conversations to acquire more customers and strengthen the bonds with existing customers. #OperationHappy Solution
  • 24. StarHub Community All-Stars Program In 2013, we introduced the Sparklers Club Program to recognize StarHub Community’s advocates. In 2014, VOCANIC conceptualized a new program, StarHub Community All-Stars Program to recognize the top contributors and advocates. Sparklers Club continues to be the base of advocates for us to tap into when we have new products and services to be tested. StarHub Community All-Stars Program Solution
  • 25. StarHub Community All-Stars Program Rockstars StarHub Community’s top advocates who have contributed to the community by sharing their expertise. They actively contribute to the community users and play a part in our product innovation. The are the top 3 members in the scoring system to become the celebrities of StarHub Community. Heroes StarHub Community’s top advocates who have contributed to the community by sharing their expertise. They actively contribute to the community users and play a part in our product innovation. The are the top 3 members in the scoring system to become the celebrities of StarHub Community. Superstars StarHub Community’s top advocates who have contributed to the community by sharing their expertise. They actively contribute to the community users and play a part in our product innovation. The are the top 3 members in the scoring system to become the celebrities of StarHub Community.
  • 26. Very high social ROI resulting in the brand being named as the most “Socially Devoted Brand” by Social Bakers • Significant cost savings of S$300,000 in Customer Support in 2013 through peer-to-peer (crowdsourcing) support • Traffic increased by 84% and the resultant cost savings ballooned to over S$500,000 • StarHub’s tweets saw increased replies by 60% • Based on internal brand equity study results, StarHub scored high ratings on “online brand support forums” as compared to its competitors • Giving StarHub’s tweets a more humanized approached increased replies to our tweets by 60%. Social Media Strategy Results
  • 29. With regards to their train service, Singaporeans have a very low patience threshold. The advent of social media has enabled netizens to express their real-time sentiments amplifying the negative effect on the brand’s reputation during minor delays and disruptions. SMRT needed to look at engaging the commuting public pro-actively so they are able to look beyond the temporary inconvenience caused and establish strong emotional links with the brand that they have grown up with and held in high-esteem over the years. SMRT : The Unexpected Experience Challenge
  • 30. During the 50th National Day period, SMRT went on to “tug the heartstrings” of its commuters and soften the online negative sentiments. On the recommendation of VOCANIC, SMRT started a social media program to create nostalgia and emotionally-connect with its commuters. They collaborated with OneSongOneSg team to produce a video centred on the song HOME that was sung by a group of vocalists on board one of its trains. The video captured Singaporeans from all walks of life coming together in the train singing as one to the tune of HOME and was then shared on Facebook. SMRT : The Unexpected Experience Solution
  • 31. SMRT : The Unexpected Experience
  • 32. The Unexpected Experience campaign successfully engaged fans using social media in an innovative manner. The brand’s initiative was amplified using clever social media marketing tactics and creating conversations around the video, thereby improving sentiments around the brand SMRT. The results were phenomenal: SMRT : The Unexpected Experience Result • Page engagement rate increased over 3 times. • The shared video garnered a total of 2,668,090 reach, 513,380 video views and 80,405 Likes, Comments and Shares. • Positive sentiments saw a rise of a mind blowing 75%. Negative sentiments fell by almost 50%. • Positive press value as the initiative was reported by Channel NewsAsia, The Straits Times and Stomp Sg.
  • 33. SMRT : The Unexpected Experience
  • 35. For KL Fashion Week in 2015, Huawei Technologies (Malaysia) wanted to reach an entirely new target audience for the launch of its flagship P8 mobile phone. They also wanted to leverage their social media channels to the maximum possibility. Huawei #WeiToFashion Challenge KL
  • 36. Guided by VOCANIC’s in-depth knowledge & expertise in social platforms, Huawei engaged with their audiences through key influencers. VOCANIC’s own video production team, “VOCANIC Studios” created a series of social videos to amplify the Huawei sponsorship of KL Fashion Week. VOCANIC interviewed local designers about their journey as well as the experience using the phone. In addition to this, there was a full social campaign, including influencer engagement, contest and activation across Facebook and aggregation of campaign conversation using #WeiToFashion. Huawei #WeiToFashion Solution S O C I A L P L AT F O R M S
  • 38. The Facebook application created for this campaign was a huge success: • Social postings reached 1.2 mil people online • 54k views for behind the scenes videos in 3 days • 2.9k Organic Fan growth • 1.3 million post reach • 66k audience engagement • 1.9k unique registration This campaign enabled Huawei Technologies to drive brand recognition and brand value. The campaign received high press value and cemented Huawei’s position not just as an innovation but also as a fashion icon in Malaysia. Huawei #WeiToFashion Results
  • 41. The Face is a Thailand based reality television modelling competition series. VOCANIC Thailand was commissioned as the social media agency on record to handle all the shows created by the Kantana Group. The Face Thailand Challenge
  • 42. VOCANIC, being the social media agency on record, worked with the Kantara Group to : • Create Pre-show & format awareness • Drive recruitment via digital platforms • Drive off-air period engagement • Create earned media channel for The Face & Kantana Group • Create a secondary revenue stream via digital platforms • Handle multiple social platforms : Facebook, Twitter, Instagram and Line The Face Thailand Solution
  • 43. Sample Posts Influencer Engagement Maybelline Conversation Galaxy Note 5 Conversation The Face Thailand
  • 44. The social media activities of The Face reaped fabulous results : • The launch episode saw a dramatic increase in online conversation- 70,000 for Ep.1 and 50,000 for Ep. 2 • No 1 trending position on twitter. • Content reach was more than 2 million people • Facebook fanbase saw a growth of almost 40,000 Likes with In 2 hours and 120,000 overall. • Our Instagram account gained over 10,000 new followers at the same time. • The best performing facebook post received 48,000 plus likes and 11,000 plus shares. • The first episode has been viewed more than 1 million times on YouTube already. The Face Thailand Results
  • 45. Engagement Rate with Other TV Program The Face Thailand 1 94.4% EP2 105.7% 123% EP2 135.52%
  • 47. An unflattering and politically-incorrect comment was written on a customer’s receipt. The customer, Ms. Aili Si posted the receipt voicing her dissatisfaction with Pizza Hut’s customer service and asking for an apology. Her post to Pizza Hut Singapore’s Facebook wall quickly gained traction and became viral over the next few days and was picked up by several media outlets. Aili Si’s ‘Pink Fat Lady’ Crisis Challenge
  • 48. Upon VOCANIC’s recommendation, Pizza Hut responded in first person to Aili Si’s comments and also released an official statement on their Facebook wall condemning the act and apologizing on behalf of the employee. Ms. Aili then posted a statement on her page accepting Pizza Hut’s apology and asking for a closure of the incident. Vocanic’s quick and accurate response helped diffuse the situation. Aili Si’s ‘Pink Fat Lady’ Crisis Solution VOCANIC
  • 49.  7.41 PM- Ms. Aili Si posted on Pizza Hut Singapore’s Facebook Wall a snapshot of the receipt with the “Pink Fat Lady” comment.  The post managed to get a lot of shares and comments on her post  10.35 AM- Pizza Hut wrote in 1st response to Ms. Aili’s post an apology reply.  News got picked up by media outlets but yet not viral.  9.11 PM- An ST reporter wrote on Pizza Hut SG’s Facebook asking for clarification regarding the matter.  10.35 PM- Pizza Hut released an official statement on its Facebook wall.  8.23AM- Straits Times published the story about the incident on its online site.  By now all local media outlets picked on the story not on their corporate website but Facebook wall.  The story was picked up by Channel NewsAsia and other local media outlets  By midafternoon and evening, several international media like Gawker and Time had picked up the story.  6.32 PM- Ms Aili posted a statement on her Facebook profile acknowledging and accepting Pizza Hut’s apology.  Pizza Hut released a statement saying it has resolved the issue with Ms. Aili and will take steps to improve customer service • Oct 15• Oct 14 PM• Oct 14 AM• Oct 13 PM• Oct 13 AM• Oct 12 PM Aili Si’s ‘Pink Fat Lady’ Crisis
  • 50. Pizza Hut’s operation team commended VOCANIC on maturely handling the situation and preserving client brand equity before it caused more harm. Pizza Hut was also lauded for their customer centric behavior in a press article. Aili Si’s ‘Pink Fat Lady’ Crisis Results
  • 53. Singapore: Inside Out was a travelling creative showcase that featured a collection of multi- sensorial experiences collaboratively designed by the country’s creative talents. It toured global creative capitals including Beijing, London and New York, before its homecoming in Singapore in November 2015. This interactive experiential space brought together a spectrum of disciplines, including architecture, design, fashion, film, music, literary, visual, performing and culinary arts. STB Inside Out Challenge
  • 54. VOCANIC worked with the STB team to provide Strategy & Planning of the digital campaign. We also assisted with : • Building the website, including maintenance, hosting and updating • Handling multiple social platforms : Facebook, Twitter, YouTube • Content calendar planning and conversation management • Live event updates according to event time zones : Beijing, London and NYC • Liaising with media and PR to curate content for websites/social • Driving traffic to website STB Inside Out Solution
  • 56. The STB Inside Out campaign saw highly successful : Building the website, including maintenance, hosting and updating Posts were (Geo) targeted and boosted which ensured that more than 80% of the website traffic was from the targeted cities. • Posts were (Geo) targeted and boosted which ensured that more than 80% of the website traffic was from the targeted cities • Page had constant traffic globally • With an average of 2 minutes on the page each visit • More than 30,000 unique views over 6 months • More than 26,000 sessions globally STB Inside Out Results
  • 59. Temasek Holdings contracted VOCANIC to monitor, analyse and report popular sentiment around the release of their Annual Financial Report. They also wanted to evaluate the effectiveness of their ATL marketing and execution. Social Listening for Temasek Challenge
  • 60. Social Listening for Temasek Solution VOCANIC set up Social listening for public data across Social Media networks, online news outlets, forums etc for a period of 3 months. We listened across 7 markets including : • Singapore • Malaysia • India • China • HongKong • United Kingdom • United States
  • 61. PRE DURING POST • Analysis and translation of social listening data into English reports • Summary of key brand insights • Topline competitor viewpoint • Content performance review • Detailed campaign, conversation and competitor review showing volume by platform, sentiment and key highlights • Customer and service insights • Daily updates (M-F) showing with high-level insights about shifts in volume, suggested proactivity and/or other key highlights • Full campaign & competitor review: social and business • Detailed data industry and market analysis • Recommendations for future campaign success Social Listening for Temasek
  • 62. We provided the client with actionable business insights that included reports on : Social Listening for Temasek Results Quantifying Buzz and Sentiment Trends and Causality Actionable Insights etc.
  • 63. * Actual reports are confidential in nature and hence a sample of reports are provided Quantifying Buzz & Sentiment Trends & Causality Actionable Insights Social Listening for Temasek
  • 65. THANK YOU Find out more : website : www.vocanic.com email : info@vocanic.com tel : +65 63953080 facebook : www.facebook.com/vocanic twitter : www.twitter.com/vocanic linkedin : www.linkedin.com/company/vocanic

Editor's Notes

  1. Play IQ Box offers convenient home delivery of toys. The element of surprise associated with not knowing what each box contains adds to the excitement of receiving it - a mystery gift. At an affordable price of SGD 60 per box filled with toys, this model works brilliantly for anyone looking to shop for a child in this age group. The crowdsourcing element of this model allows for stress-free gift giving when purchasing presents as a group. For Kids Dealz (S) Pte. Ltd, they are able to innovatively lock a consumer into acquiring products for up to three years while meaningfully communicating the importance of age-appropriate toys for children.
  2. Since January 2014, Proactivity has been an integral part of our social strategy for StarHub. We have continued to evolve the strategy to achieve different objectives over time. In the past, Proactivity’s main focus was to convert negative sentiments to neutral and positive. It also aimed at being an alternative tool to reach out to customers to assist them with their issues. Generating sales contacts came into play and became a key ROI for StarHub. We also focused our efforts towards conversations surrounding social media influencers with huge followings in order to get more views for our conversations. This helped spread the word on StarHub’s efforts to reach out to customers even faster. #OperationHappy was conceived to surprise and delight StarHub customers.
  3. Since January 2014, Proactivity has been an integral part of our social strategy for StarHub. We have continued to evolve the strategy to achieve different objectives over time. In the past, Proactivity’s main focus was to convert negative sentiments to neutral and positive. It also aimed at being an alternative tool to reach out to customers to assist them with their issues. Generating sales contacts came into play and became a key ROI for StarHub. We also focused our efforts towards conversations surrounding social media influencers with huge followings in order to get more views for our conversations. This helped spread the word on StarHub’s efforts to reach out to customers even faster. #OperationHappy was conceived to surprise and delight StarHub customers.