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According to Forrester’s research, in 2009 social media became mainstream reaching critical mass with over 73% of adults. The emergence of the social web (Web 2.0) has given rise to the crowd’s voice and shifted to a symbiotic relationship where business needs to focus on listening. Learn to identify your best customers and understand how they are redefining your brand experiences through Blogs, Tweets, Facebook, Yelp reviews, YouTube videos and Foursquare flash-mobs. Start making strategic sense of how your customer’s social capital translates to your bottom line. Open up to opportunities by engaging authentically and facilitate a strong, extended relationship with your customers.
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Social MediaWho Are Your Best Customers?
Are you listening?
The original “Crasher Squirrel” photo was taken by Melissa and Jackson Brandts in Banff
Wednesday, September 30, 2009
< 1996-2001 >
Web 1.0 -One to ManyCompanies pushing content via web to customers
© photography by: Chris Coleman [ iceman9294 ]
Wednesday, September 30, 2009
© photography by: Bichilio Raro
Innovation?shift >
Wednesday, September 30, 2009
© photography by: Michele Gerarduzzi
Innovation =the new constellation of existing ideas redefined
shift >
Wednesday, September 30, 2009
Online Social Landscape shift >100+ Social “Tribes” vie for customer’s daily attention
Wednesday, September 30, 2009
Knowing your best customers You need to know their names. Do you?
shift >
Wednesday, September 30, 2009
Are People Just Horsing Around?No! It’s how your customers interact with your company now.
Take this ‘Play’ seriously. © photography by: Mark Magnusson
Social Media >
Wednesday, September 30, 2009
engage > Listen and learn from customersIs your communication channel LOCKED
in old ideas?
© photography by: Mark Magnusson
Wednesday, September 30, 2009
Web 2.0 - Power to Peopleuser generated content via 6º separation
engage >
Wednesday, September 30, 2009
73% in Social Media 50% Maintain profile on social networking sites
Engage
Enable
Connect
Source: 2007, Human Factors International - User Experience inside and out - the strategy of persuasive design
Build Relationship
2009 users move from voyeurs to contributors
engage >
Wednesday, September 30, 2009
Social Verbs: Participating, Friending, Sharing, Remixing
© photography by: Sarah Ribeiro
engage >
Wednesday, September 30, 2009
Don’t be
Sorta SocialSpreadTheFeeling.ca
Kraft - Peanut Butter ArtUser Generated Content
Sharing (limited)
No Freinding
Not an Holistic Experience
Wednesday, September 30, 2009
WhyShare IdeasCollaborate with
customers toenable new ideas
that matter to your audience.
© photography by: Chris Coleman [ iceman9294 ]
Wednesday, September 30, 2009
Enabling Conversation StrategicallyTactical Transparency Reaches Influencers
Viral video
Wednesday, September 30, 2009
Twitter: Markets = ConversationsReach out to Influencers
Wednesday, September 30, 2009
Social Media Benefits
Build Brand Awareness & Affinity
Build Relationships/Loyalty
Share Ideas to Reach Customer’s Expectations
Create Consideration
Extend Your Audience
Measure Success (Products, Services, Marketing)
Wednesday, September 30, 2009
Understand the People that DriveCollaborative TechnologyPeople
Objectives
S trategy
T echnology
E.g. Blogs, Tweets, Facebook, YouTube or Foursquare FlashMobs
enable >
Wednesday, September 30, 2009
Chatting • Downloading • Re-Mixing • Posting • Liste
nin
g •
Watc
hin
g •
Ed
iting
• P
rom
otin
g • C
om
paring • Searching • Sorting • Commenting • Tagging • Tracking • Schedulin
g • E
mai
ling
• Bei
ng C
ool
• T
exti
ng
• G
am
ing
• C
om
peti
ng •
Blo
ggin
g •
Sha
ri
ng •
Votin
g • Rating • Bragging •
Your SocialEngine• Active Pulse
• Authenticity
• Affinity
• Awareness
extend >
Wednesday, September 30, 2009
Trendsextend >
• Smartphone Apps
• Crowdsourcing
• Geo-Contextual
• Tagging
• Video expected
• Podcasts
Wednesday, September 30, 2009
Be Influenced by your “Influencers”
remix your business,
collaboratively with customersWednesday, September 30, 2009
Thank YouContinue the conversation via twitter:@MMagnus ( #vancouveram )
www.twitter.com/Mmagnus
Wednesday, September 30, 2009
