Presentation on theme: "Ao.com – (Appliances Online) It all starts with the customer Yossi Head of brand and social media"— Presentation transcript:
ao.com – (Appliances Online) It all starts with the customer Yossi Head of brand and social media
ao.com is the UK largest Online White goods retailer. Founded in 2000 by John Roberts. Part of AO world PLC Who are we?
What do we sell? Products that will make your head spin..
Washing machines.. We sell:
Dishwashers.. We sell:
GO.com v We sell: Fridge freezers..
We sell: Fridges.. We sell:
Ovens and Cookers We sell:
TV and home entertainment.. We sell:
Small appliances.. We sell:
Social Media 1,6 i 1 s 0,0 e 00 s fa s n e s ntial part of the branded mix PR Online videos TV advertising 29,000 followers
Social media impact: External (customers) Internal: Culture / Customer service
External: What do we use social media for? Talk, listen and have fun Products promotions Customer service Brand awareness
Let’s “Engage”.. Delivering business Messages in a “fun” w Cashback promotion.. How much cash have we “frozen” for you? ay.. The challenge: Cashback promotion..
“Ducks are the new cats.. “ Let’s “Engage”..
Engage with videos.. How many items of clothing are in the washer? (tweet Reach: these activities get to around 3-4 million unique users every week
Guess how many Clothes we managed to fit in the washer. Tweet For your chance to WIN a small kitchen appliance! Engaging with videos..
GO.com v Custonters pictures..
0 Interactions ao.com a 2 Click LIKE if you want YOUR name on this £400 Bosch washer.Enter here: for your chance tohttp://bitly/8osch8ag WIN next Friday (and let us know who to deliver it to ;) Good luck! v 0 Interactions s2s2 ao.com 2'1' Clic LA http/lbi ly/WI14Samsung and ""ELL us. what s on your xmas tist? Analyze & Enhance Facebook Performance >
Let’s see some results When Facebook was our only brand advertising tool.. FB fans V. Weekly Branded Traffic 1,600,000 1,400,000 1,200,000 1,000, , , , , /01/ /03/ /05/ /07/ /09/ /11/ /01/ /03/ /05/ /07/ /09/ /11/ /01/ /03/ /05/ National TV campaignFB Fans6 per. Mov. Avg. (Total Branded Sessions)
Let’s see some results From Nov 2012 to Aug 2013: AO Branded traffic up 154% Branded = direct, ao.com searches Branded sales up %128 Repeated customers up %20 No other branded activity was done in this period
Customer Service Social Media team Call centre team
What do we sell? Basically, pretty boring stuff.. Website Integration
When a user is logged in to Facebook Boost conversion
Website Integration Boosts conversion
Customer Service Not just on our website..
Customer Service Drivers Feedback book
Customer Service Drivers Feedback book
Basically, pretty boring stuff.. Customer Service Drivers Feedback book
Customer Service Extremely detailed feedback..
Customer Service Personal Letters
GO.com v Personal Letters a 0 appliances I You were kind enough to entrust us with your custom, and then to broadcast you r experience through Facebook to your friends. I thought it only right that Itake the time to thank you personally, to hopefully explain why what you have done is so important and why we are so grateful. Your comment on Facebook about how delighted you were with our fantastic service hopefully highlights the point, and there really is no reason or benefit to keeping such service a secret. In fact, the reality Is that as more people join our movement, we are able to make our service even better. anotller lltl(k ino wall _.,...., Aspfnnll HQUse Middk!brook Bolton OLG GQQ wlttcr.cam/AppOnU,..
Customer Service Personal Letters
Customer Service Personal letters: also to employees who give good service
Apologise when needed And keep it personalised..
GO.com v Don't forget to try.. Even with your partners
GO.com v Our customer's review- Beko Rap
Yossi Head of brand and social media Thank you..
Internal Auditors meeting presentation January 2015
Background to data protection in the UK UK implementation under the EU umbrella Data Protection Act It is UK law Risks of non-compliance – bad publicity, censure by regulator, monetary penalties up to £500,000 Governed in the UK by the Information Commissioner’s Office (www.ico.gov.uk) ICO responsible for enforcement, guidance and raising awareness, contributing in EU to development of data protection Outside of EU the Madrid Resolution on Data Protection is setting new data protection standards
What do we mean by? Personal data – information that identifies a living person either inherently or with other information in the company’s control Sensitive data – information about physical or mental health, sex life, TU membership, race or ethnic origin, religious or philosophical beliefs, allegations of criminal activity or criminal offences Data subject – living people, not companies, sole traders or suppliers, sole partners Processing – any activity involving personal data, holding, amending, recording, deleting, sharing etc
The Eight Data Protection Principles Principle 1 – data to be collected and processed fairly Principle 2 – data to be processed only for stated purposes Principle 3 – data to be adequate, relevant and not excessive for the purposes it is processed Principle 4 – data to be accurate and kept up to date where necessary Principle 5 – data to be retained only as long as is necessary for the purpose for which it is processed Sixth Principle – data to be processed in accordance with subject rights Seventh Principle – appropriate technical and organisational security measures to be put in place and regulates outsourcing Eighth Principle – data not to be transferred outside the EEA unless the country has adequate protection for personal data
The key points So what are the practical implications of current legislation? Establish a justifiable purpose to hold personal and sensitive data - “fair processing conditions”. Establish authority to use personal data based on notice. Consent is required in some circumstances. Stay within your authority. Minimise personal data held. Ensure it is up to date and accurate. Don’t keep personal data longer than required for the purpose for which obtained. Be aware of subject rights and observe them. Provide appropriate security for personal data - IT security and office security. Put in place contracts with outsource service providers. The controller remains responsible for data in the hands of third parties and needs to check compliance. Identify international transfers outside EEA and follow procedures.
Compliance processes Governance framework Board level and Risk Committee involvement Clear data protection roles and responsibilities Policies and procedures - A Data Protection Policy and many more Information Asset Register – list of databases DPA /Privacy Breach Internal Reporting Process Internal and external audit Training Privacy Impact Assessments for new developments and to audit existing processes Regular dp awareness training for staff as appropriate to their work
Pending legislative changes The draft Regulation on Data Protection 2015? Principle of Accountability – demonstrate compliance Subject rights Data portability Erasure Information rights and higher standard of consent Requirement for a Data Protection Officer New data security breach notification requirements Fines up to 5% of annual worldwide turnover or €100 million
Your role as Internal Auditors Check the governance framework is in place and advise the Board and Risk Committees if not. Raise awareness of impending changes to law. Check the channels for staff to access information about the changes as they are brought in. This will be a changing picture. We do not have much detail on how the Regulation will apply in practice. Don’t forget HR.
Questions for breakout session What do you think are the top issues? What can you do about them In the short term In the longer term Who do you need to communicate with in relation to these issues? What support are you going to need?
Further Information Information Commissioner’s Office Ministry of Justice EU Justice website Industry newsletters Data Protection Consulting Solicitors (Pinsent Masons) Internet for precedents generally
LinkedIn in 2015 David McGarry – Manager
Agenda Introduction to LinkedIn What has it done in terms of networking & recruiting? How does LinkedIn compare to other Social Media sites? Using LinkedIn to market your skills Using LinkedIn to find potential recruits Security of your profile & Basic Tips Where is it going? Q&A
Introduction to LinkedIn Largest professional networking site in the world 330 Million Users Worldwide 17 million within the UK Only western social media site allowed to operate in China Celebrity & Political Representation Recruitment Activity Media Interest Groups LinkedIn Shares have risen 5 fold since their float in 2011
What has it done in terms of Networking & Recruiting Networking Keep professional contacts separate from personal life Ability to ask fellow peer group for advice To see where you career sits within the working world Social Media Influence – Groups/Updates Recruiting Revolutionised the industry Self updating database Opened up the working force to the world Opportunity to recruit direct Use own network to recruit
How does LinkedIn compare to other social media sites
Using LinkedIn to market your skills
Using LinkedIn to find potential recruits
Security of your profile & Basic Tips
Where is it going? US President Barack Obama takes part in a LinkedIn town hall-style meeting with LinkedIn CE Jeff Weiner. LinkedIn has ambitions to create an ‘economic graph’, a digital map of the global economy and its workers Big drive to encourage more students to join. Marriot Hotel App Belinked
Alignment. Positivity. Engagement. Retail Audit Forum - Auditing HR and HR Strategy Sarah Hernon, Principal Consultant, Right Management