Keynote: Harnessing social for

service and more

Steve Kemish Managing Partner

@skemmo

@junctionagency

@junctionagency

@junctionagency

SOCIAL MEDIA PLATFORMS

For the consumer, with brands at the

heart of the business model.

CONSUMER REVIEW/CONTENT SITES

For the consumer, by

the consumer.

@junctionagency

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The effect

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THE PROBLEM WITH SOCIAL

MEDIA IS…

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WHAT’S RIGHT FOR THEM

NOW

Won’t be right in 2016

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It’s not for everyone

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A tiered approach

Harness social influencers

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Meet Suzy McLeod … she’s an idiot

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Only Ryanair

“We think Mrs McLeod should pay 60 euros for being so stupid,”

“She wasn’t able to print her boarding card because, as you know,

there are no internet cafes in Alicante, no hotels where they could print

them out for you, and you couldn’t get to a fax machine so some friend

at home can print them and fax them to you.

“She wrote to me last week asking for compensation and a gesture of

goodwill. To which we have replied, politely but firmly, thank you Mrs

McLeod but it was your ****-up.”

“99.98 per cent of Ryanair passengers did print their boarding passes

in advance: To those who don't, we say quite politely: ‘B***** off’”.

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Use video to give a human face

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** **

Marketing and Service Both sides of the track

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How we see content: reach – raise – elevate

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Hygiene, at its best

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Intangible value

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BE MORE HUMAN

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(just not this one)

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THANK YOU FOR

LISTENING

Steve Kemish Managing Partner

Junction

@skemmo

steve.kemish@junction-agency.com

@junctionagency