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?
• 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