Watch to learn how AT&T has brought its brand to life,
maximized customer service efforts and driven sales with Facebook.
we want to be where our customers are
and our customers are on Facebook it's a
marketer's dream we've been looking for
years how do we talk directly to our
consumers outside a focus creature it's
about us asking them questions about us
getting feedback from our fans it's
really creating that one-on-one dialogue
we take that and we act on it we change
our marketing plans based on our
consumer feedback most recently with
up-and-coming pop artists right we allow
just our 18t facebook fans to vote and
tell us where will Drake's last concert
stop beat we saw increased positive
brand sentiment on the page as a result
of this Drake specific campaign and we
put an roi to everything we do so we
know that Facebook creates sales for us
so it's truly about coming to the table
across the company and supporting
facebook marketing has a place at the
table PR has a place to the table
customer care ecommerce when we talk
about what's the next device that we're
launching we talked about how do we
leverage Facebook to make our message
more relevant how do we leverage
Facebook to make our message more
meaningful and active to users we did
have customers and fans that come onto
the page and come there you know with
with an issue that they have so when
someone posts on our wall we usually
follow up with in about 15 minutes and
we want to make sure that we could
answer that issue and respect that
they've taken the time to come to us on
Facebook it's seven days a week we have
a dedicated team who are there to answer
questions on Facebook so we constantly
see wall posts that say thanks ATT
you've answered my question and I'm
shocked no other company answers my
questions this quickly so we're really
proud of that and those moments really
are our great moments because it really
changes the conversation around
dramatically and one of the things we've
seen within our own community is we have
this group called the Wolfpack and
they've created their own ATT fan page
that brings a lot of the same
enthusiasts together and we want those
brand ambassadors to talk to the
dissenters and we want the dissenters to
talk to the brand ambassadors and have
these conversations there's a great word
of mouth aspect that happens with
Facebook there's a community that all of
our fans have
than their own friends family coworkers
I think what the 150 million friends a
fans allow us to do is expand our
audience expand our potential consumer
base expand our potential market share
growth so it's about getting content to
those friends of friends right that's
meaningful to them being on facebook
makes us a more human company as a brand
you're usually just simply a logo so
when we could go ahead and have a
conversation with our fans have a name
associated with a response the more you
do that the more respect you'll get from
your own fans more lift you'll get for
your brand for really being different
unique we also think the conversations
doing you a lot richer asuna also happen
in multiple places integrations like
Facebook Places bring a lot of what's
happening in real life back into the
community as long as our customers are
on Facebook we're gonna be right there
with them on Facebook
and our customers are on Facebook it's a
marketer's dream we've been looking for
years how do we talk directly to our
consumers outside a focus creature it's
about us asking them questions about us
getting feedback from our fans it's
really creating that one-on-one dialogue
we take that and we act on it we change
our marketing plans based on our
consumer feedback most recently with
up-and-coming pop artists right we allow
just our 18t facebook fans to vote and
tell us where will Drake's last concert
stop beat we saw increased positive
brand sentiment on the page as a result
of this Drake specific campaign and we
put an roi to everything we do so we
know that Facebook creates sales for us
so it's truly about coming to the table
across the company and supporting
facebook marketing has a place at the
table PR has a place to the table
customer care ecommerce when we talk
about what's the next device that we're
launching we talked about how do we
leverage Facebook to make our message
more relevant how do we leverage
Facebook to make our message more
meaningful and active to users we did
have customers and fans that come onto
the page and come there you know with
with an issue that they have so when
someone posts on our wall we usually
follow up with in about 15 minutes and
we want to make sure that we could
answer that issue and respect that
they've taken the time to come to us on
Facebook it's seven days a week we have
a dedicated team who are there to answer
questions on Facebook so we constantly
see wall posts that say thanks ATT
you've answered my question and I'm
shocked no other company answers my
questions this quickly so we're really
proud of that and those moments really
are our great moments because it really
changes the conversation around
dramatically and one of the things we've
seen within our own community is we have
this group called the Wolfpack and
they've created their own ATT fan page
that brings a lot of the same
enthusiasts together and we want those
brand ambassadors to talk to the
dissenters and we want the dissenters to
talk to the brand ambassadors and have
these conversations there's a great word
of mouth aspect that happens with
Facebook there's a community that all of
our fans have
than their own friends family coworkers
I think what the 150 million friends a
fans allow us to do is expand our
audience expand our potential consumer
base expand our potential market share
growth so it's about getting content to
those friends of friends right that's
meaningful to them being on facebook
makes us a more human company as a brand
you're usually just simply a logo so
when we could go ahead and have a
conversation with our fans have a name
associated with a response the more you
do that the more respect you'll get from
your own fans more lift you'll get for
your brand for really being different
unique we also think the conversations
doing you a lot richer asuna also happen
in multiple places integrations like
Facebook Places bring a lot of what's
happening in real life back into the
community as long as our customers are
on Facebook we're gonna be right there
with them on Facebook
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