lenovo social media - case study from march 2014
TRANSCRIPT
Lenovo Social Media Meyrick D’SouzaGlobal Social Media Strategy ManagerLenovo
Twitter: @metric_dosLinkedIn: sg.linkedin.com/in/meyrickdsouza
2014 LENOVO
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Agenda
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An introduction to Lenovo Social at heart Building a community of fans A brand worth talking about
Content excellenceDrive conversationsBuild advocatesSocial across the organization
Humanising the brand Engine for growth
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Lenovo is…
A $34B global personal technology company with 46,000 people and customers in 160+ countries.
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…A Global Fortune 500 Company
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On the scale of…
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Our Unique Heritage
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The Right Strategy
15.3 M
17.3 M
PC Tablet + Phone
Lenovo’s Performance
Lenovo Tablet and Smartphone Volume Exceeded PC Volume since Fiscal Q1
6.5%8.2%
9.6%
13.1%
18.5%
2009
2010
2011
2012
2013Lenovo WW PC Market Share
2011/12 2012/13 2013/14
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Redefining The Competition
Smart Connected Devices WW-YTY growth outpacing Apple, HP, and Samsung
WW PC & Tablet Market Share
WW PC Market Share
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“Think Your Company Is Global? This Is Global!”
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GLOBAL HEADQUARTERS
MANUFACTURING
RESEARCH CENTER
REGIONAL HEADQUARTERS
COMPANY LOCATION
−Fast Company
Leadership Diversity | 6 Nationalities In Top Leadership | 17 In Top 100
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PC+ LEADERSHIP BEHAVIOR
CUSTOMER EXPERIENCESTRATEGIC INSIGHTSSPEED & CHANGETAKE BOLD RISKS
PC+ LEADING COMPANY
Social At Heart
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Traditional Communications
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OUTDOOR
TELEVISION
PUBLIC RELATIONS
WEB
RETAIL
Brands
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Social Media In Many Companies Today
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OUTDOOR
TELEVISION
PUBLIC RELATIONS
WEB
RETAIL
Brands
SOCIAL MEDIA
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What’s Your Strategy?
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SOCIAL MEDIA STRATEGY
SOCIALLY OPTIMISED COMMS STRATEGY
VS
??
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Social At Heart
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OUTDOOR
TELEVISION
PUBLIC RELATIONS
WEB
RETAIL
Building A Community Of Fans
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Individual Commitment To A Group Effort
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A Movement: A group of people with a set of shared interests
attached to a company/brand/product/idea,having the intention to improve its business operations
for themselves and/or the brands’ benefit.
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Creating A Movement
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The brand takes leadership – setting the behaviour
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GoPro
2014 LENOVO An Active Community Providing Never-Seen-Before Views
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Vans
2014 LENOVO Stay true. Engage. Celebrate. Vans = Board Sports + BMX.
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Red Bull
2014 LENOVO
43 million people squeezing every last drop out of life
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Oreo
2014 LENOVO
35 million kids involved with a biscuit
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Coca-Cola
2014 LENOVO
80 millions global fans sharing happiness
A Brand Worth Talking About
2014 LENOVO
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True Engagement
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talk at
talk with
talk with
With the brand playing the part of enabler
From a brand that does social to a brand that is social
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The Art Of Conversation
We need to ignite conversations that will engage our audience, create an emotional response and provide practical value
ContagiousEarn a share of popular
culture
ProvocativeAdd value and significance to peoples’ lives
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What Will Engage The Audience?
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LAPTOPSSMART PHONES
TABLETS
VS
THINKPADVIBE
YOGA
VS
FOR THOSE WHO DO
VS
PASSIONS
start here and
work backwards
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Pillars Of Engagement
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INSPIRE A COMMUNITY
CONTENT EXCELLENCECreate compelling
content around themes and passions that
inspire the audience
SOCIAL ACROSS THE ORGANISATIONFind internal advocates
and put social at the heart of the business
DRIVE CONVERSATIONS
Ignite conversations that add real value to the
target audience
BUILD ADVOCATES
Identify members of the audience who can
become cornerstones of the community
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Pillars Of Engagement
2014 LENOVO
A COMMUNITY THAT INSPIRES THE SPIRIT
OF ACHIEVEMENT
CONTENT EXCELLENCECreate compelling
content around themes and passions that
inspire the audience
SOCIAL ACROSSTHE ORGANISATIONFind internal advocates
and make social the heart of the business.
DRIVE CONVERSATIONSIgnite conversations that add real value to the target audience.
BUILD ADVOCATESIdentify members of
the audience who can become cornerstones
of the community.
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Reinforce the brand idea of “For Those Who Do” and Lenovo’s role of an enabler
Increase overall engagement on Lenovo’s social media platforms
Increase emotional affinity with Lenovo’s social community
DO Content is a series of branded content that serves to:Fostering The Spirit Of Achievement
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We Make The Machines. You Make Them Do.
Lenovo Machines Powering The North American Eagle
New Year’s Resolution - Don’t Wait For Things To Happen
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Pillars Of Engagement
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A COMMUNITY THAT INSPIRES THE SPIRIT
OF ACHIEVEMENT
CONTENT EXCELLENCECreate compelling content around the
themes that inspire the audience, based on their
passions.
SOCIAL ACROSSTHE ORGANISATION
Find internal advocates and make
social the heart of the business.
BUILD ADVOCATESIdentify members of the
audience who can become cornerstones of
the community.
DRIVE CONVERSATIONS
Ignite conversations that add real value to the target audience
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Fostering The Spirit Of Achievement – CO: LAB
A partnership with MTV Asia to help Millennial Do-erscollaborate and create with top musical talents in Asia
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CO: LAB - Mentors
LOCAL MENTORJapanKaori
DJ-
LOCAL MENTORJapanMay J.
Vocalist-Musician-
LOCAL MENTORJapan
Kensaku KakimotoFilm Maker-
LOCAL MENTORJapan
KotobukisunMotion Graphics-
REGION MENTORX-REGIONBrendon P
DJ-
REGION MENTORX-REGION
Matt WainwrightDJ-
REGION MENTORX-REGION
PHUNKArt & Design-
LOCAL MENTORThailand
MezFilm Maker-
LOCAL MENTORIndonesia
Edward FernandezMusician-
Film Scorer- Arranger & Mixer-
Producer-DJ-
LOCAL MENTORSingapore
Debby ChiaDJ-
LOCAL MENTORPhilippines
Nina SaputilDJ-
LOCAL MENTORPhilippines
Enzo ValdezOwner Sindikato-
Production-
MTV VJJapanJoan
Singer- Model-
Reporter-
MTV VJIndia
Nikhil ChinapaRadio-
VJ-
MTV VJASEAN
Richard HerreraHost-
Actor-Model-Writer-
ENDORSERIndia
Anurag KashyapDirector-
Producer-Screenplays-
*Academy AwardNominated
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CO: LAB – Stages Of ConversionPRE-LAUNCH INSPIRE ENGAGE REWARD AMPLIFYCuriosity & Excitement Full Desire
For RecognitionParticipants: I can do it.
Supporters: Empowerment/Shaping The Outcome
Beliefs/Dreams Can Come True
Celebrate
EMO
TIO
NS
WE
WIS
H
TO E
LIC
IT
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CO: LAB - PromotionTVC – 7.5K+ spots Joint Press Release & Event Print
Digital – 3M+ impressions Social Media & Mentor Interviews Mobile Activation
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CO: LAB - Results
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1.6 million likesMore than 36,000 engagements242,000 unique visits1,500 registrations of interest872 projects submitted
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Igniting Conversations
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Pillars Of Engagement
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A COMMUNITY THAT INSPIRES THE SPIRIT
OF ACHIEVEMENT
CONTENT EXCELLENCECreate compelling content around the
themes that inspire the audience, based on
their passions.
SOCIAL ACROSSTHE
ORGANISATIONFind internal
advocates and make social the heart of
the business.
DRIVE CONVERSATIONSIgnite conversations that add real value to the target audience.
BUILD ADVOCATES
Identify members of the audience who can
become cornerstones of the community
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Not All Fans Are Created Equal
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+ 194% +223% +90% +22% +91%
+191% from a year agoA community that exceeds 8 million fans and advocates
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Advocates
InfluencersSubject Matter Experts
WW SM Team
TEAM LENOVO
AdvocatesJONAS HENDRICKX
CHRISTOPHER KARAFFA
InfluencersGINA QIAO (SVP, Lenovo Human Resources) - 3.2mil followers on Weibo
MICHELE MCGRAW (Tech blogger) – 17K followers on Twitter
Subject Matter ExpertsDAVID HILL (VP, ThinkDesign)
DILIP BHATIA (VP & GM, ThinkPad Business Group)
WW SM TeamCentre Of Excellence
TEAM LENOVO
AdvocatesCommunity activation, engagement & campaign promotion
InfluencersProvide social amplification and reach through reviews &
recommendations
Subject Matter ExpertsProvide authentic content through engagement with advocates,
influencers & community members
WW SM TeamDevelop social strategy, innovation & best practices to be
cascaded to markets
TEAM LENOVO
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Advocates – Your Daily Heroes
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Advocates – Your Daily Heroes
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Pillars Of Engagement
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A COMMUNITY THAT INSPIRES THE SPIRIT
OF ACHIEVEMENT
CONTENT EXCELLENCE
Create compelling content around the themes that inspire the audience,
based on their passions.
SOCIAL ACROSS THE ORGANISATIONFind internal advocates
and put social at the heart of the business.
DRIVE CONVERSATIONS
Ignite conversations that add real value to the
target audience.
BUILD ADVOCATESIdentify members of the
audience who can become cornerstones of
the community.
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Lenovo Hangouts
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Bringing together Lenovo Product Experts, Fans and Advocates.
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Why Hangouts?
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BRAND HUMANISER
Personal conversations that bring us closer to our fans and followers.
DRIVE CONVERSATIONS
Support campaigns by driving buzzaround products.
CONTENT CREATION
To complement product campaign with additional content.
BUILD ADVOCACY
Getting advocates to participate in Lenovo activities and interact with key Lenovo
product executives.
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“Meet The New Guy”
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A discussion around the new Yoga 11S Featuring Jeff Witt (WW Marketing, Lenovo), Yuszela Yusoff (Global Community Manager, Lenovo),
David Gross (Advocate) and Michele McGraw (Influencer).
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Hang Out With Us
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Introducing The New ThinkPad X1 CarbonFeaturing Dilip Bhatia (VP and GM, ThinkPad Business Group),
Alysia Baker (Product Marketing Manager, ThinkPad Business Group), Chris Karaffa (Advocate) and Raju PP (Influencer).
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Results
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Spikes in buzz volume around “Lenovo Yoga” on social media
Positive user engagement
Generate product awareness
Drive purchase consideration
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Results
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Buzz Volume: 573 mentions on the day of hangout 2,676,408 impressions around #lenovohangouts 3,320 views on YouTube (≈11,000 mins watched)
Drive purchase consideration
Generate product awareness
Positive user engagement
Humanising The Brand
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Humanising The Brand
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We use people stories to ignite a movement of evangelists to influence the perception, opinion and
ultimately the buying decisions of consumers.
Building brand love and advocacybeyond product attributes.
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Humanising The Brand – Lenovo Surprise
2014 LENOVO
Melissa Susco Rosander“Is there a date for release yet??? I can’t wait to get this. My 6 year old is autistic, but loves the computer and loves board games, and having a computer like this would give us a more socially integrated option for playing together… Do you need product testers? I would love to volunteer!”
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Lead Up To The Surprise
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The Anticipation Posts in the 2 days prior to the
unveiling of the Surprise Slow reveal of the location and
getting community to re-tweet during the reveal
#LenovoSurprise Live! Live coverage of the Surprise on
Twitter #LenovoSurprise Unboxing moment captured and
shared through photos on Flickr and video on YouTube
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Results
2014 LENOVO
Great Support From Our Fans Entire community engaged in the lead up
to the surprise Live broadcast of delivery of Horizon device 760 re-tweets over 3 days Averaging 50,000 reach with more than 1,000
engagements over Facebook Heart and soul of the brand Inspired us to want to do more
for the community Ken Lee“Way to go, Lenovo! It’s wonderful how Lenovo is focused on bringing us all away from our personal-devices onto family-devices. Good job, Lenovo!”
Justin Piatti“As a long time Lenovo fan, this is great of you to do this! I’ve been a fan of your devices for many years. Seeing what you guys are doing has just upped my fan level!”
Bryan Henderson“That is amazing that Lenovo would do that… I love the company and the equipment they put out. Thanks for showing me why I enjoy your company.”
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Humanising The Brand – Celebrating Our Fans
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“The fans who got our back, the ones who made us smile, the crazy ones who amazed us all with their collection photos, those who posted comments that made us laugh and lastly those who shared with us their Lenovo experiences.”
#lenovosurprise – 1 Million Fans
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How Do We Celebrate With Our Fans?
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A light hearted take at sneaking away the surprises without the boss knowing….
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Humanising The Brand – Celebrating Our Fans
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Thanking Our Fans We selected fans from the posts that
were funny, inspirational, supportive, creative and from fans who posted regularly
Selected fans received Lenovo devices delivered to their doorsteps with customised packaging
Reached out to 1 million fans 47,000 engagements + 22,000 posts
Engine For Growth
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The Path To Social Maturity
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Adopt practices that build scale & engagementDefine measurement frameworkEstablish tools and guidesEvangelise
PHASE 1: FOUNDATION
Nurture fans and advocatesLaunch Social Media UniversityAmplification through paid socialGlobal listening posts
PHASE 2: ELEVATE
Expand advocates globallyRefine measurement frameworkDevelop niche communitiesPilot Social CRM and Social Commerce
PHASE 3: OPTIMIZE
Integrate Influencer, Celebrity & Advocates programsOptimize E2E journeySocialize lenovo.comTie Social metrics and training to individual performance measures
PHASE 4: DIFFERENTIATE
2015/16
2013/14
2014/15
2016/17
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Global Analytics Hub
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Social Pulse
World WideSM Team
Global Analytics Hub
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Global Analytics Hub
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Social Media Centre Of Excellence
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Marketing Product
Customer Service PR
Human Resources
BUSINESS UNITS WW SOCIAL MEDIA TEAM
ContentSocial
Listening / Analytics
Campaigns Guidance
GEOS
EMEA China
Asia-Pacific
Americas Group
A close collaboration amongst various stakeholders within the company to achieve effective and efficient delivery of social media initiatives globally
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Global Analytics Hub – Sharing Insights
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Marketing Product
Customer Service PR
Human Resources
BUSINESS UNITS WW SOCIAL MEDIA TEAM
ContentSocial
Listening / Analytics
Campaigns Guidance
GEOS
EMEA China
Asia-Pacific
Americas Group
Social Listening / Analytics
Insights obtained through our Global Analytics Hub help Business Units and Markets shape their decisions
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Global Analytics Hub – Sharing Insights
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Insights obtained through our Global Analytics Hub help Business Units and Markets shape their decisions
(images are intentionally blurred for confidentiality)
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Global Analytics Hub – Markets’ Input
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Marketing Product
Customer Service PR
Human Resources
BUSINESS UNITS WW SOCIAL MEDIA TEAM
ContentSocial
Listening / Analytics
Campaigns Guidance
GEOS
EMEA China
Asia-Pacific
Americas Group
Similarly, information obtained from Business Units and GEOs are fed into our Global Analytics Hub thereby keeping insights fresh and relevant
Social Listening / Analytics
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Social Media Listening
2014 LENOVO
Tracking conversations about
Think products, identify key themes,
opportunities and threats for the
product .
Discovering influencers and
brand advocates, evaluating
opportunities for engagement
Discovering main themes of
conversation within target audiences on
social
Listening to key fans and activating
communities to give feedback and
fuel innovation
Actio
n
Exe
cutio
n
O
bjec
tives
Listen to selected key
fans and advocates ‘ feedback to
specific topics
Regular listening for issues and
product features
Identify consumers with high reach, who
act as “gatekeepers”
for content. Explore their
interests.
Listen to online panels
of selected target
audience and identify their
passion points
Investigate features that get
negative feedback, amplify positive feedback
Use consumer feedback in
innovation and product
development
Create content based on passion points and pain
points of the target audience
Engage influential users in Think
community
Regular listening report
Regular listening report
Ad hoc listening project
Ad hoc listening project
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Analyze and understand customers’ needs
Pick up trends around products and markets
Gauge reactions to company news Fuel innovation among teams Real time reveal of consumer
conversations around Lenovo, its products or our competition, any time & day
ObjectivesSocial Media & Analytics
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Ellen took a #selfie at the Oscars, with a Samsung (event Sponsor) that became the first tweet that surpassed 1,000,000 re-tweets
It has since then been re-tweeted over 3,400,000 times and gotten nearly 2,000,000 “favorites”
The Tweet ‘Heard’ Around The World
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Lenovo responds/replies to Ellen’s tweet by highlighting the wide-angle camera of the Vibe Z, making it a top performing tweet for @lenovo:
– 754K people potentially reached– 212 re-tweets, replies and favorites– 4K clicks
It was done in a fun and non-offensive way while having a go at the competition
We Joined In On The Fun
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The Media Picked It Up Too
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Lenovo Social Media Cookbook
Lenovo’s social media objectives &
strategy
Role of Lenovo’s social media platforms
Guidance to community management
Social media tools and resources
Measuring & reporting success on social media
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Lenovo Social Media Cookbook
2014 LENOVO
DISCOVERIES AWAIT
ENJOY THE JOURNEY