Professional Documents
Culture Documents
using Facebook?
An in-depth study of 25 brands from 7
industry verticals
by Iffort Consulting
Media
Consumer Durables
Food Chains
FMCG
Telecom
Online Portals
Publishing
Page Suggestions
iffort
itemperance
Perhaps the most revolutionary and the biggest name among the modern
social networks is Facebook. With almost half a billion users worldwide 2
(source: Facebakers.com), people have adopted Facebook unlike any other
social networking website. India is not far behind, with one in five Internet
users in India using Facebook. [India has 10.5 Million 3 (source:
Facebakers.com) people on Facebook out of a total Internet population of
50 Million (Source: emarketer.com)]
Iffort Consulting selected and reviewed the Facebook fan pages of ‘25’
select brands from ‘7’ different industry verticals for over a one month
period. We analyzed these 25 brands on various criteria to understand
their efforts to build engagement with their target audience through
Facebook. Our exercise also revealed that organizations are successfully
using several tactics like poll contests, interesting apps and videos amongst
others to drive participation, which would result in word-of-mouth and
better engagement with the brand. An interesting aspect of the exercise
was to understand the synchronization between the product category a
brand was related to, and the nature of engagement the brand built with its
community members.
However, few questions remain unanswered and with time we hope firms
would be able to streamline their activities in a more effective manner!!
1
Wikipedia Link: http://en.wikipedia.org/wiki/Social_network
2
Facebakers.com: http://www.facebakers.com/countries-with-facebook/
3
Facbakers.com: http://www.facebakers.com/countries-with-facebook/
Quantitative Qualitative
• No. of fans of a page • Primary purpose of the page
• Percentage growth of fans • Methods of fan engagement
• Total discussion on a page • Discussion type
• Activity on wall by page • Admin Response
admin • Content type
• Linkage with other social
networks & company
website
Consumer Durables
Brand with the highest growth in terms of fans: MTV-India [3846 +
Food Chains Daily fan growth]
FMCG
Most active entity: Delhi Traffic Police [12.8 wall posts by admin each
Telecom day]*
Online Portals
Most Discussed brand: MTV-India [2085+ Interactions each day]
Publishing
Brand with least growth: Haldiram’s [0.66 new fans each day]
NOTE: Delhi Traffic Police ‘Facebook page’ activity was monitored from a comparison perspective and the
primary idea was to compare its activity against the traditional business entities and brands. At the outset, it
isn’t a business/brand entity and it lies outside the ‘25’ observed brands.
Executive Summary
Top 5 Most Popular Brands
522112
Methodology
357708
Key Findings
199014
Media 86702 64217
Consumer Durables
MTV-India Fast Track TATA Idea Videocon
Food Chains
Docomo
FMCG
Telecom
Figure 3: Top 5 Most Popular Brands
Online Portals
ImagineTV 47.43
Videocon 55.3
HT 61.3
Ixigo.com 147.9
Telecom infrastructure, events (CWG) etc. Some fan pages made wall posts on TV
shows that were aired on their channels (Zee TV and Imagine TV).
Online Portals
Publishing Channel V was the only brand to have integrated the Twitter account with
its fan page.
Our verdict: MTV was analyzed as the best performing among five brands
from this vertical. They had better engagement with their community
members, as they discussed varied topics that had relevance to various
parts of the country. We think they are trying to pitch their channel to
wider audience and hence have realized to make people from various parts
of the country to participate in discussions, by floating youth-centric topics
and other issues of general interest.
Brand No. of fans No. of posts (30 days) Posts/day No. of interactions Interactions/day
each day (30 days)
MTV 3846.8 35.0 1.2 62554.0 2085.1
1 10 100 1000
Executive Summary
Publishing
NDTV Imagine has another fan page on Facebook, so the fans are
distributed amongst the two pages.
Methodology
In this sector Fastrack leads all other brands by a large margin, though
Key Findings Videocon is growing fast, thanks to its enhanced PR initiatives.
Media Interesting applications like the “FT Girl”, “Store locator”, “Bikers”, &
Consumer Durables “Kickass cards” exist on Fastrack page. All wall posts revolve around their
products, offers, brand ambassadors, stores across country etc.
Food Chains
FMCG The first noticeable element on Videocon’s fan page is the title, it is named
as “Home Appliances and Electronics” and no corporate brand name
Telecom
mention has been made (Fig 3.).
Online Portals
Videocon has applications – “Abhishek Bachchan contest” and “BUY” (which
Publishing
directs the user to Edigiworld, an e-commerce site owned by Videocon)
The wall posts on Videocon fan page with title VFAQ are published
frequently that educate users about using their appliance and many other
aspects - regarding their usage, safety, precautions etc.
Videocon 55.33
Fastrack 17.28
1 10 100
Executive Summary
No. of Fans (28th July)
Methodology Videocon 64217
Key Findings
Consumer Durables
FMCG
1 100 10000 1000000
Telecom
Online Portals
But the best app of the lot is Kickass cards in which crazy kickass cards are
be sent to your lazy friends to
make them stop procrastinating
and start studying during exam
time!
Such apps
not only
prop up the
page but
also make the user return to the page; thus increasing user engagement
and aiding in development of a bond between the user and the brand.
Executive Summary
Screenshot from Videocon fan page: Postings like these from Videocon not
Methodology
only create awareness among the users, but also generate a positive
Key Findings feeling about the brand, that it cares for its users.
Media
Consumer Durables
Food Chains
FMCG
Telecom
Online Portals
Publishing
Methodology
Pizza Hut & Barista have maintained their fan page in an active manner,
Key Findings ahead of other brands in this category.
Media Pizza Hut has various interactive applications – “Hot on Dot”, “Hut locator”,
Consumer Durables “VIP club”, which help community members in knowing new offerings,
locating their store, and creating an identity.
Food Chains
FMCG Barista also has interactive applications – “happy hours” and “breakfast”,
which help them in engaging with their community members.
Telecom
Online Portals The administrator of Pizza Hut fan page handled discussions on varied
topics such as FIFA, the new hot on the dot plan by Pizza Hut, to the best
Publishing
getaway zones in the area.
We observed typo errors like website name bug in the fan-page (info tab)
of a popular brand in this category.
Our verdict: We feel strategy applied by Pizza Hut and Barista to create
applications focused on their offerings, has helped the administrator to
engage community members with other varied interest topics targeted at
youth. This provides clutter-free exhibition of offerings. On the contrary,
some other brands seem to have adopted a sales approach by having
discussions around their offerings only.
Executive Summary
Fan Growth Rate (%) - Food Chains
Methodology Pizza Hut 3.28
Key Findings
Barista Lavazza 9.67
Media
Food Chains
1 10
FMCG
Telecom
Figure 11: Fan Growth Rate – Food Chains
Online Portals
Publishing
McDonalds-
854
India
1 100 10000
Methodology
The brands selected in this category had almost negligible engagement
Key Findings levels on their fan page.
Media Although product related postings were made on the products, the
Consumer Durables expected level of success with engagement was fairly low.
Food Chains Our verdict: We feel because these products are low involvement in
FMCG nature, customers are not exactly convinced about the specific reasons to
join these fan pages. Learning from these brands provides strong indicators
Telecom
for other FMCG brands to re-think their Facebook presence strategy. It
Online Portals could include adoption of a fresh out-of-box thinking to lure fans,
Methodology
The sector that has the fiercest competition in the Indian market does not
Key Findings quite have the same competition when it comes to Facebook Fan Pages or
social media marketing in general. As can be seen from the visuals TATA
Media
Docomo is leading the pack with a large margin.
Consumer Durables
It was surprising to know that one of the largest telecom service provider
Food Chains
has had the least active fan page and moreover administrator hasn’t posted
FMCG any message since October, 2009
Telecom
All brands in this category had their YouTube and Twitter accounts
Online Portals integrated with the fan page, which is generally considered to be a wise
Publishing strategy.
Idea & Tata Docomo are the only two brands to have used photos and
videos on their fan pages.
There is one brand which seems to be saying upfront that they are here for
customer support. They have 24 x 7 Chat applications, which they claimed
was the first in the country on a Facebook fan page.
Executive Summary
Fan Growth Rate (%) - Telecom
Methodology Uninor 22.9
Key Findings
Vodafone 9.57
Media
Idea 10.4
Consumer Durables
TataDocomo 25.77
Food Chains
Telecom
1 10 100
Online Portals
Publishing
Figure 13: Fan Growth Rate – Telecom
Vodafone 7401
Idea 86702
TataDocomo 199014
Airtel-India 160
TATA Docomo that leads the pack has a very well laid out page with links
for their services such as buddynet, online recharge, GPRS plans &
mysongs. Moreover the page administrator is very active and has replied to
almost each and every query or complaint. (Imagine replying to queries of
almost 2 lakh people!) Although the other brands (except Airtel) are also
doing this, but then compliment goes off to the Docomo guys for effectively
managing a fan base of almost 2 lakh.
Also brands like Docomo, Idea and Uninor have Facebook buttons or
banners on their company’s website to promote their Facebook page. The
same is missing on the websites of Airtel & Vodafone-India. This we think
could be one of the primary reasons for Airtel & Vodafone having less
community members on their fan page.
Moreover, brands like Idea, Docomo & Uninor have shared many
Executive Summary interesting photos of offline contests that are regularly conducted by them.
This not only increases a fans attachment with the brand but also increases
Methodology
the fan base as friends of the person in the picture also visit the page to
Key Findings view those photos. No such photos are shared on either Airtel or Vodafone’s
Media page.
Consumer Durables Moreover, presence of interesting apps on the page of Docomo further
Food Chains pushes up its engagement with its users as can be seen from the graphs.
FMCG Our verdict: There is no doubt that Tata Docomo is doing a great job.
Telecom However, we feel that Uninor is also equally leveraging their fan page well.
Their target market of youth segment could be very well sensed by their
Online Portals
wall posts and discussions. We feel as Uninor gradually makes inroads into
Publishing the Indian telecom market, it would be interesting to note how they tweak
their fan engagement.
Methodology
There are two brands in this category that are travel related online
Key Findings services. Both have well maintained fan pages, but when you have a look
at the statistics, one brand is far ahead of the other with a growth rate of
Media
approximately 148%. It includes a bunch of activities like active wall posts
Consumer Durables by the administrator and keeping community members busy with puzzles
Food Chains on site-seeing places, animals, buildings, trekking spots etc. In addition,
there is a separate tab of “Contests & Promotions” on their fan page.
FMCG
Telecom Cleartrip too maintains the strategy of Ixigo by keeping members engaged
with puzzles, however we noticed that administrator hardly responded to
Online Portals
negative customer experiences, which we think could hamper the brand
Publishing image of Cleartrip in the minds of community members. Similar to that of
Ixigo, they too have a tab of “Offers” on their fan page.
PaGaLGuY has a decently maintained fan page. Some insights from the
page:
• All the wall posts are either links for articles on pagalguy.com or
news and trivia related to MBA.
The main purpose of the page is to share links for articles on the main
website or on affiliated websites. Most such posts have received a poor
feedback from the fans. Sometimes the admin has tried to be philosophical
but has failed to raise user engagement.
Fans are very active on this page as they have several queries and postings
related to TV shows, actors and future episodes. However the sharing
activity has been one-dimensional with lesser focus towards clearing spam
and replying to fans.
Executive Summary
Fan Growth Rate (%) - Online Portals
Methodology
Indya.com 5.2
Key Findings
Ixigo 147.9
Media
Consumer Durables
Pagalguy 17.83
Food Chains
Telecom
1 10 100 1000
Online Portals
Publishing
Figure 15: Fan Growth Rate – Online Portals
Indya.com 2754
Ixigo 6878
Pagalguy 3760
Cleartrip 2714
Methodology
These two publishing houses arrive from opposite varied business models,
Key Findings as Penguin India is a commercial publisher while Pratham Books is a non-
profit publishing house.
Media
Consumer Durables Both the pages are being primarily used to notify the fans about new book
launches, events or seminars. The difference between the two is that, a lot
Food Chains
of spam is being generated on the Penguin India page by budding writers
FMCG who are trying to promote themselves and their writings.
Telecom
Most of the posts on Pratham Books page are also related to social causes
Online Portals being carried out and pictures from the same have been shared on a
Our verdict: We have compared the two fan pages even though there is a
mismatch in the scale of operations of the two brands. Despite this fact,
Pratham Books fan page has a larger following and a better growth rate in
comparison to Penguin India. We feel the major reason for this is a
responsive and conversational administrator and alert filtering of spam
posts and comments from their page.
Executive Summary
Fan Growth Rate (%) - Publishing Houses
Methodology
Pratham Books 5.67
Key Findings
Media
Food Chains
FMCG 1 10
Telecom
1 100 10000
Figure 17: Fan Growth Rate – Publishing Houses & Total Fans
We had also connected with some of the firms and the people who manage
these fan-pages. The idea was primarily to understand their experience and
learning while managing Facebook fan pages.
2] Plan – What did you plan to achieve through your fan page when you
created it?
4] Change - At any point of point have you ever had to change your
strategy for your fan page? Have you gained anything from the change?
Clients: Yes!
a) The feeds, which spread the word very fast and to the right networks.
c) People are most active on PaGaLGuY when they are in the "MBA
aspirant" phase. Once they enter a B School the frequency of their
visits to PaGaLGuY reduces. A Facebook page is a nice opportunity for
them to stay connected.
Assistance – Sharing.
a) Do not misuse
b) Do not spam
Clients – Our website provides easy links to people who want to reach us.
Since we belong to a niche industry, clients find out the way to reach us
directly.
Execution – In-house.
Concluding Note - FB or twitter, they are at the end of the day platforms,
which may or might not exist in years to come. Our basic philosophy is to
keep on providing useful products to our community and these form the
basis of all our communication.
Conclusion
This comprehensive study has further emphasized the fact that the
importance of social media usage for marketing & PR purposes is gaining
momentum amongst Indian firms. The key learnings are:
Disclaimer
All the logos and trademarks used in this study are the property of their
respective owners.
Links used in this report may lead to services or sites not operated by Iffort
Consulting. No judgment or warranty is made with respect to such other
services or sites and Iffort Consulting takes no responsibility for the same.
Iffort Consulting shall accept no liability for any destruction or damage,
loss, obligation or responsibility arising from the use or misuse of this
report or any information contained on this report. Claims regarding
damage caused by the use of any information provided, including any kind
of information which is incomplete or incorrect, will therefore be rejected.
Credits
We thank, Anandan Pillai for his vital inputs and direction on organizing the
content and preparing this report. He is a doctoral student (Marketing area)
with Management Development Institute, Gurgaon. His research interests
involve brand communities on social media, social media strategy and
consumer behavior on virtual mediums. He can be reached at
anandan1982@gmail.com or follow him on Twitter at @Anandan_Pillai.
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