Simon Banoub
Increasing engagement
A case study: Opta Twitter A bit about Opta
Our Twitter strategy
The tactics we use
Results and examples
Lessons learned Prologue/Preamble/ Something that dawned on me:
Everyone thinks they have the cutest toddler So with that in mind....
Throw In . Antonio Valencia (Man Utd). Pass [square] [from x/y to x/y]. Darren Fletcher (Man Utd) to Anderson (Man Utd) Pass [through ball] [forward] [key pass] [from x/y to x/y] Anderson (Man Utd) to Dimitar Berbatov (Man Utd) Good skill . Take-on [successful]. Dimitar Berbatov (Man Utd) Tackle [unsuccessful]. James Collins (West Ham) Pass [square] [from x/y to x/y]. Assist . Dimitar Berbatov (Man Utd) to Cristiano Ronaldo (Man Utd ) Goal [right footed] [shot] [sliding] [3 yards] [into:bottom right of goal] Cristiano Ronaldo (Man Utd) Shirt number of scorer . 7 Latest score (2-0) Minute of goal (54 th minute)
Over 2,000 actions in every football game in every top league in Europe. Also Rugby Union, Rugby League and Cricket. Who buys this stuff?
Bookmakers Broadcasters Brands and sponsors Print, online and mobile publishers Professional clubs Our marketing challenges 1) A small number of key decision makers 2) Long contracts
and a techie-hassle to change suppliers 3) increasingly commoditised products
data is data, right? 4) small marketing budget
whinge, whinge, whinge BUT a database of loads of great content
And we know what’s interesting Why Twitter was a good choice Our content works beautifully in the format – quirky, regular, highly shareable
A lot of the influencers in our target market use it heavily – and it allows us to chat with them. A lot. With their permission
We can talk directly to fans, and build our brand in the mind of the end users
It’s cheap opta Wow, our customers think Opta content adds Buyers and real value influencers Wow, Opta content is great. Fans (customers of our customers) How we approached it 1) we created a set of individual characters Introducing:
The Opta Twitter Family The daddy:
Opta Joe @optajoe
Tweets about: English football The little brother:
Opta Jim @optajim
Tweets about: English cricket, rugby and tennis The exotic foreign cousins:
Opta Jose @optajose
Tweets about: Spanish football The exotic foreign cousins:
Opta Juan @optajose
Tweets about: Spanish “other sports” The exotic foreign cousins:
Opta Paulo @optapaulo
Tweets about: Italian football The exotic foreign cousins:
Opta Jean @optajean
Tweets about: French football The exotic foreign cousins:
Opta Joao @optajoao
Tweets about: Portuguese football The exotic foreign cousins:
Opta Jack @optajack
Tweets about: American soccer (yes, I know....football) And the Godfather:
Opta Suit @optasuit
Tweets about: Corporate Opta info and news 2) we developed a unique and consistent style Each and every tweet:
Number → Fact → Summary word @OptaJoe:
86.8 Jack Wilshere has completed 86.8% of his passes in the Premier League this season. Prodigy. Or:
9 West Ham have won their last 9 FA Cup matches against lower league teams. Bullies. Or:
11 In the Premier League this season, Wayne Rooney has conceded 11 fouls, been fouled 11 times and been caught offside 11 times. Legs. The parodies - @OptaJoke:
155 The average number of miles Man Utd fans have travelled for today’s Manchester Derby. M25. Largely loved but...
8,197 Tweets by @OptaJoe, all probably with an annoying closing 1 word statement. Unfollow. 3) we are, or try to be, highly responsive Mark Bright (BBC Sport Presenter) @optajoe can you confirm that Wigan have not won in London for 17 apps?
@markbrighty That is correct. Wigan are without a win in their last 17 league trips to London. Homely. 4) we are selective with who and why we ReTweet 5) we do quizzes @OptaJoe:
Name the player who has scored the most braces in the Premier League without ever having scored a hat-trick. Quiz.
@OptaJean:
Name the 7 players who have scored in a final for Arsenal under Arsene Wenger. Quiz. 6) we do request slots @OptaJoe:
2pm. The next 60 minutes is REQUEST HOUR. We will answer as many questions from our followers as possible, so tweet your pleasure. Slave.
Over 500 requests in the hour
Managed to answer 67 How it has worked Firstly, the numbers
60,000
10,000
3,000
10,000 1,000 5,000 7,000
2,000 2,000 2,000 But it’s not just about the quantity A selection of industry followers: A few examples BBC Sport
The Guardian Football Weekly Podcast What we’ve learned 1 - Tweet what you promise:
Consistency is key
Meet the expectations I have when I click “follow”
Segment by type of interest
I’ll forgive the occasional tweet about what you had for breakfast (if I expected it) 2 – Be human
Answer questions
Listen to what people are saying and stick your nose in
Encourage staff to use personal accounts to come in “via the side door” 3 – Be regular
Try not to let people forget that they are following you
But, conversely, don’t tweet for the sake of it 4 – Reflected glory can be nice
Selective re-tweeting can help align your brand with others as you see fit
Or, sssh , take (a bit of) credit for other people’s content
If you don’t have your own content, you can be a helpful digital signpost (people like helpful people) 4 – Share. Don’t Sell.
Twitter will never be a direct response sales tool for us: If it isn’t for you – don’t force it, it can still be useful
For us, it contributes at each stage of the buying process Thankyou