We make brands social. We are an agency designed to get people saying good things
about brands. We ruthlessly hunt for actionable insights amidst all the noise and turn
them into contagious ideas. Ideas that people will adopt as their own, talk about, and
pass on – creating social currency and growth for our clients.


We have developed a range of products that help us master conversations for our clients:

Igniting Conversations: We create big, contagious ideas for brands. Ideas that inspire customers to talk, get involved and share – giving the brand story a new burst of energy.

Listening to Conversations: Our Decode process allows us to listen and decode online conversations about your brand and develop key insights that inform overall brand strategy and product development. Decode covers the full range of conversation analysis from
 Key trends: what are the conversations about within your brand’s sector?
• Brand performance: how is your brand discussed and perceived?
• Competitor benchmarking: how do you compare to competitors?
• Key influencers: who is shaping the conversation?
• Tracking: how does your brand perform over time?


Influencing the Conversation: Our Outreach product involves a tried and tested formula in identifying and engaging with key influencers (bloggers/Twitterati/online journalists) in any market sector. In a recent Technorati poll, more than 40% stated that their views closely align with those of bloggers, while their trust in mainstream media continues to wane. We get the right people saying the right things about your brand.

Changing the Conversation  Your reputation online is your reputation offline. Diffuse will put in place key steps to help manage your reputation. We also advise on how to engage in social media and PR to deal with crisis situations that negatively impact your brand image.

Managing the Conversation: Our Always-On Community Management product focuses on building and engaging communities on social media platforms such as Facebook, Twitter and Pinterest. This includes the set-up, strategy, acquisition of fans and engagement to ensure a thriving and growing community of advocates and promoters. Always-On constantly creates useful content that your customers are interested in.


Conversation Blitz: Our Urgent product has been developed through key strategic partnerships. It allows us to offer an immediate route to a hyper-targeted mass market. For clients who urgently need to get a message to a specific audience, be it a retail offer, product recall, defence tactic or crisis management for brands and Government bodies, our Urgent product is the perfect solution.

Managing Customer Service: Our Care product is purpose built for social customer service. Slick and seamless workflow with robust and focussed features that allows any brand customer service department to manage social interactions through brand twitter and facebook pages.


We are a full service digital and social media agency with a broad set of capabilities. We are unlike other communications agencies. We are in the business of making cool stuff, creating experiences and value.


 Strategy Development 

Insights & Research

Digital & Social Media Strategy

Integrated Brand & Communication planning

Content Strategy

Innovation Workshops

Social Vision for Brands and Businesses

Consumer Protection Act expertise


 Social Insights and Analytics 

Consumer Research

Net Promoter Score (NPS)

Social Media Monitoring & Reporting

Quarterly sentiment & Competitor analysis reports

Weekly effectiveness reports

Daily alerts reports

Web Analytics


 Campaign Design and Build 

Fan acquisition activities

Co-creation programmes

Content Creation: Blogs, posts, video, press releases

Websites, mobisites

Facebook applications

Facebook & Web integration

Tablet and mobile applications

Bulk SMS, USSD, Competition and promotions

Email newsletters & CRM programmes


 Media and Connections 

Media planning & buying

Digital Retail Installations

Database Management & CRM

Social CRM

PR optimization


 Community Management 

Social Media Policy Development

Moderation & Escalation process development

Build & Manage global communities

Create & publish dynamic social content

Fan Activation – Facebook applications, sweepstakes, coupons, user-generated contests (upload photos, posts, videos), share deals/unlock deals, Group deals

Influencer outreach programmes

Advocacy programmes

Real time customer service


 Online Marketing 

 Search Engine Optimization

 Paid Search (Adwords)

 Facebook Advertising

Twitter Advertising

 LinkedIn Advertising


 Handmade Digital Global Co-Operative 

Conversation LAB is part of the Handmade Digital Global Co-Operative allowing us to offer our clients access to every digital discipline and solution available and to be able to seamlessly project manage to the highest standards.