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A presentation given by Sean Moffitt, Managing Director, Wikibrands at the New Marketing Congreso Internacional in El Salvador, November 15, 2012
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Wikibrands: Reinventing your Company in a Customer-Driven Marketplace
Congreso Internacional New MarketingEl Salvador
November 15, 2012
www.wiki-brands.com
#wikibrands#NewMktSV
@seanmoffitt@wikibrands
@newmarketingme
The Jason Bourne of Organizations + Digital + Marketing + Innovation
Ranked #1 GloballyOnline penetration –79% of Canadians onlineOnline usage –average 43.5 hours online/mthOnline video – 251 videos/17.2 hours/mth.LinkedIn usage - 15% of online Canadians useSocial gaming - spend 4.5 hours each weekOnline Banking - 65% of Internet users
Ranked in Top 10 Social Media Use – 70% use; ½ everydayFacebook usage –#4 worldwide/82% of online Can.Twitter usage –#6 worldwide/18% of online Can.Smartphone usage – 33% of mobile users
Canada is #1
…but Why?
“Who is leading this change in your company?”
Who will lead big change:
Lead Customer Engagement?
Rally Employee Culture?
Help Understand a Fast Moving World?
CEO? COO? CIO? CFO?
Forget social media…
…we need engaged business
9
“Something you Buy” “Something you Trust” “Something you Want”
“Something you Prefer” “Something you Love”“Something you
Participate In”
There’s a new currency on how to build business…
“In a connected world, power shifts to those best able to connect.” Dov Seidman
Forget Marketing’s 4Ps…Embrace the Wikibrand 13Es
Five Other Core Messages
“Be Strategic”
“Get Digitally Buff”
“Stay Up to Speed”
“Go for Awesome”
“Don’t Ration the Passion”
Business/brands to Emulate
Top Tools and Apps
The Future
Best Resources
Breakouts
Group Discussion
Q&A
Playing to My Audience?
Vs.
Vs.
Vs.
Vs.
I. The Anthems/Himnos – “The World is a Blur”
II. First Half/Tiempo Primo–“The 4 Rules of New Marketing”
III. Second Half/Tiempo Segundo- –“FLIRT Model – The 12 Ingredients to Engaged Marketing”
IV. Extra Time/Tiempo Adicional -“What’s Up Next”
#1 The World is a Blur
“It is not the strongest of the species that survive, nor the most intelligent,
but the one most responsive to change.”
Charles Darwin
The average lifespan of a company is 15 years and dropping quickly…
The average amount of jobs you will have by 42 is ten.
Life expectancy is now 81 years old.
Source: US Department of Labour/Yale S&P Study/StatsCan
Which industry will be affected the most?
#1 Education($3 Trillion)
#2 Health Care($4 Trillion)
#3 Entertainment($0.7 Trillion)
#4 Media ($0.8 Trillion)
#5 Finance($7 Trillion)
#6 Energy($6 Trillion)
* Source: Draft results from Wikibrands 4th Annual Global Buzz Report
Source:
Change is Survival
“My business may not survive over the next 10 years if we don't act swiftly to technology/digital culture”
69% agree/strongly agree
* Source: Draft results from Wikibrands 4th Annual Global Buzz Report
1892 2010
19262008
2001 1996 2007 2007
1992
1937
2009
The world is a blur …social networks
The world is a blur …cameras.
1996
Average Mega Pixels0.5 MP
2012
Average Mega Pixels16 MP
The world is a blur …razors
Mobile Subscriptions s 4 Billion 6 Billion 9 billion
Mobile Data 0.1 Billion 1.5 Billion 4.5 Billion
Facebook users 0.1 Billion 1.0 Billion 1.5 Billion
Internet Video 654 PB/mth 16,880 PB/mth 45,280 PB/mth
Olympic – Tweets 0.2 Million 150 million 4,500 million
* Estimates Sources: Ericcson, Cisco, ATOS, Twitter 1 PB = 250,000 DVDs
Fit for Change? Are you digitally buff?
The Full Digital Playing Field..not just Facebook
Offence• Content/Campaigns• Social media/networks• Influencer outreach/paid media
Midfield• SEO/search marketing• Community management/engagement/moderation• Mobile/Apps
Defence• Metrics/Analytics• Org. Integration/Culture• User experience/design• CRM/eCommerce/Fundraising• Hosting/platform software
1. You are reading bad headlines about yourself or organizations like you.
2. People say they are satisfied but not in love with you.
3. People are not willing to spend time with you.
4. You are laughing at an innovative competitor/peer company.
5. You can imagine a different world w/o much friction.
Warning Signs in the Mirror
#2 The Four Rules of New Marketing
What are the top changes that are happening to marketing?
#2 Waning Attention to Mass Media
#1 Increasing Wireless/Mobile Connection
#3 The Need for Authenticity in the Customer Experience
#4 The Explosion of Big Data (particularly customers)
* Source: Draft results from Wikibrands 4th Annual Global Buzz Report
We don’t have the answers….yet
#1 Social Media#2 Customer Analytics/Managing Data#3 CRM#4 Mobile/new channels
#1 Customer Analytics/Managing Data#2 Social Media#3 Mobile/new channels#4 Shifting Demographics
Source: eMarketer 2012
36
36
The 1ST Law of the New Marketing - Socialness
Six Hardwired Instincts on Why We Talk
To Survive
To Connect
To Make Sense of the World
To Reduce Risk & Uncertainty
To Benefit Economically
To Relieve Tension
#12 website
#1 website
#6 website
#10 website
#23 website
#3 website
Offline Socialness
The Power of Your New Marketing Grapevine
Offline Socialness
Close Friends
Good Friends =
= 60
35
Colleagues =150
Followers
208 x 208Connections
70 x 70
Friends
262 x 262
=
= 43,264
4,900
=68,644
2 X 30
7 X 5
150 x 1
New Marketing Socialness
40
There is only one thing in the world worse than being talked about, and that is not being talked about.
Oscar Wilde, The Picture of Dorian Grey
The 2nd Law of New Marketing - Awesomeness
Fact - The World is Not Created Equal…
Whether its business, products, services, restaurants, TV shows, people….
There is the “AWESOME” - 1%
There is the “GOOD” - 20%
There is the “MEH” ~60%
There is the “BAD” - 20%
There is the “UGLY” - 1%
Only 1.5% of Tweet conversations go…
Two levels (replies) deep
Only 14% of your Facebook posts ever … Receive comments
The Law of Awesomeness Online
Source: Compete
Only 5.0% of Linked Users have…
1,000+ contacts
Source: Y&R Brand Asset valuator
Top 3 Attributes That Make People Talk:
1. Unique2. Dynamic3. Different
Great content starts with…“Wouldn’t it be cool if…?
Great content ends with…“You have to check this out…”
In an attention-starved world- Act different, be different, think different
New Marketing Awesomeness
New Marketing Awesomeness
The 3rd Law of the New Marketing - Authenticity
MASS ERA DIRECT ERA INFLUENCE/WIKIBRANDS ERA
A Culture Change is Required
ControlHypeDecisionsFeatures
CollaborationTransparencyDialoguePurpose
The CEO Topspin – The Peters and Deborahs Get It
• 82% of people trust a company more who has a CEO who is involved in social media
• 94% believe it leads to a better brand image
• 78% believe it leads to better communication Source: Brandfog
“It is not the strongest of the species that survive, nor the most intelligent,
but the one most responsive to change.”
Charles Darwin
The 4th Law of New Marketing– Customer-Driven
Executives who believe the Customer
Experience is the new battleground
- 95%
Executives who believe they are
delivering a positive customer experience - 80%
Customers who agree - 8%
Customer Experience ReignsWho Knows Better Than Your Customer
People Fan Brands All the Time…
- 85% of people want companies engaging with their customers in social media
- Twitterers are three times more likely to embrace brands than average population
Customer-Driven New Marketing New Jersey Devils Mission Control
#3 Courageous Steps The 12 Step FLIRT Model
Get FLIRT y
THE WIKIBRAND 12 FACTORS – FLIRT and MILC Models
BUILD – FLIRT IT• Focus/Strategy• Language, Content,
Outreach• Incentives/Motivations• Ideas That Spread• Rules, Guidelines, Rituals• Tools & Platforms
MAINTAIN – MILC IT• Measurement/Metrics• Internalizing Success• Life Stage Management• Listening• Community
Management• Culture
What is the most important ingredient for: creating raving fans
and getting noticed and talked about in 2012?
Top 10 Ranked Raving Fan ElementsGreat ideas that spread are rare and valuable
#1 Conversation Worthy Idea/Concept
#2 Great Product/Brand
#3 Customer Experience provided
#4 The Audience who Participates
#5 Culture/employees of a Company
#6 Method in which it interacts w/ its audience
#7 Incentives for referral
#8 Strong process
#9 Creative/design used
#10 Tools/technology platforms builtSource: Wikibrands Buzz Report
#1 Focus – The Wikibrands Couch
BALANCE FOUR FACTORS OrganizationBusiness/
Sponsorship
Brand Customer
No Relevance
No Capability
No DirectionNo Execution
ObjectivesVision Resources
TalentCulture
Incentives
Process
Needs/Wants
Experience
AdvocacyMedia
Revenue
PartnersValues
Marketplace
Positioning
Community
BenefitsProduct/Service
Support
Attention
Area of Benefit“what do you want to
achieve?”
Scale/Size of Collaboration
“how big will it be?”
Depth of Collaboration
“how much member involvement is
expected?”
Exclusivity of Membership
“how open is your community?”
FOCUS one step down – Answer the Specific Questions…
Movember – A Million Moustache Wearers Supporting Prostate Cancer -
Objectives – Vision – “Change the Face of Men’s Health”
Brand – “Bring back the retro icon of the moustache to visibly support cause”
Organizational Culture –“If it’s awesome they will use it, if it’s awesome they will talk about it.”
Movember – Energizing and Focusing a Community - -
- $125MM raised in 2011- 850k participants- 10 times more social presence- 3 times more donations, healthy amount via Facebook
II. The Language, Tone and Content of a Connected Engaged Brand
ReciprocalEthicalHumanAwesomeHelpfulAuthenticSocial
“It doesn’t matter what you say, if I don’t like the way you’re saying it”
James Cherkoff, Collaborate Marketing
Content Quality vs. Quantity/Variety vs. Interaction?
Quality of Content 57%
Content Interaction 33%
Content Quantity/Variety 10%
CONTENT QUALITY –Shoot it, Visualize It, Provoke It, List It, Link It, Friend It, Say It
The age of infographics…
CONTENT FREQUENCY-It may be cheap, but this is not a part time job
The average tweet lasts 12 minutes
The average Facebook post lasts 80 minutes
The average blog post last 1 ½ days
CONTENT FREQUENCY – If the Customer is King, then Content is Queen
Activity per Month
Great Good Minimum
Blog Posts 30+ 12 5
Tweets 400 200 100
Facebook Posts
60 30 15
Video 8 4 1
Email 8 4 1
III. INCENTIVES. MOTIVATIONS AND OUTREACH“what’s in it for me?”
Fun & enjoyment (#1)Creativity (#2) Group achievement (#3)
Three Reasons Why People Join Anything
The Feel Goods – “How do I identify with, help the community?”
The Look Goods - “How do I appear to
others?”
The Get Somethings - “What is my direct, tangible reward?”
Recognition by company (#1)Access to exclusive resources (#2)Ability to join VIP circle (#3)
Invitation to Events (#1)3rd party incentives (#2)Personalized treatment (#3)
Kiva – Leveraging Intrinsic, Extrinsic and Explicit Rewards
75 employees, $250 million in loans, 1 million people in Kiva Community, 20k Lending teams, 435k on Twitter, 140k on Facebook, Number of Loans per Kiva lender 7.3
OUTREACH- Who/where and why are the ambassadors? Influencers? True fans?
OUTREACH – Some of these people are not like the others
Some of these people are not like the others…who are your top 100/1,000 fans?
Outreach - lululemon – Ambassadors who buy in
-60 Elite Ambassadors
-4,000 employees and local ambassadors across 140 stores
- 35,000 R&D participants
- $1,700 revenue per square foot
IV. Big Ideas That TravelSimple, Unexpected, Concrete, Emotional
Ideas That Travel– 10 Storytelling Methods
- Aspirations and Beliefs*
- David vs. Goliath
- Avalanche about to Roll
- Changing Assumptions
- Anxieties
Ideas That Travel– 10 Storytelling Methods
- Personalities and Personal Appeal*
- How-to Stories and Advice*
- Glitz and Glam
- Seasonal/event-related*
- Spoof/Imitate
Plan Canada – A Manifesto that Resonates
- 94 Pages of Digital Goodness
- Guidelines
- Online Brand Values
- Dos and Don’ts
- Best Practices
- Decision Tree and Q&A
- Top 150 Supporting Websites
V. Rules and Governance- Rules, Guidelines & Survival Guide -
What Causes Big Digital Blowups…Plan Ahead
Source: Altimeter
#1 Exposure of Poor Experience
#2 Poor Influencer Relations
#3 Violation of Ethical Guidelines
#4 Rogue Employees
#5 Inappropriate Content
VI. Tools and PlatformsHave a Home, Neutral and Away Game
Home:Website
Email/BlogDatabase/Community
Forums
Away:Social Networks
Sharing SitesOther BlogsInfluencers
Neutral:Brand Pages
Employee ProfilesRSS FeedFacebook
#1 #2 #3 #4 #5
#6 #7 #8 #9 #10
#11 #12 #13 #14 #15
#16 #17 #18 #19 #20
VII. Measurement, Metrics and the pursuit of ROI:
There is no silver bullet to measurement
“Learning to Ride the Bike” Measurement Axiom - The more you use it, the more you prove it
VIII - Internalizing Success -Get Employees on the Bus…
The Need to Produce Hero Employees
Charity Water’s Employees Celebrate Their Funders on YouTube
IX. Life Stage Planning of a Connected Community
Fresh produced contentHighlight contribution
Incentives pitchedNetworked
Seeded audience
Milestone achievementUser generated contentIncentives materialized
Mass supportedExpected cycle of activity
ExpansionBroadened focus
Company culture changeSelf-governance
Tiered membership
X. LISTENING SYSTEM“what’s being said? Where are they saying it? How does that affect us? Do they know we’re listening?”
The Biggest Wikibranding Sins- Social and Digital Deafness is Tops-
Source: Agent Wildfire 2011 Buzz Report
A battery of listening tools…
XI. Culture and Leadership A Culture Change is Required
“Top Executives/CEOs will become much more active on the web over the next 3 years”
“A company's customer advocacy leader needs to be a frequent and very active participant in the social networking space”
“Smaller organizations are better positioned to do social media than larger organizations”
66% agree
74% agree
95% agree
Livestrong Leadership Leads
XII. COMMUNITY MANAGEMENT“who will lead the conversation?”
You Can Keep Anybody Happy Initially, How Do You Get Them To Stay in Love
1. Communication 2. Content Creation 3. Company/brand evangelism4. Member/Customer support 5. Ongoing Facilitation 6. Metrics Reporting 7. Event Host 8. Community Evolution/Feature Development 9. Internal Rallying Cry 10. Community Administration 11. Member Recruitment/Crowdsourcing
Top Tasks of Community Managers
Source: Agent Wildfire 2011 Community Management Survey
The 11 Cs of Creating Community
101 Broadcast- Communication/Content i.e. photo/video/albums/news- Competition i.e. rewards, contests, status- Customization i.e. widgets, avatars, profiles- Conversation i.e. blogs, forums, comments
201 Interaction- Connection i.e. messaging, integration, feeds- Community i.e. social networks, groups, teams- Categorization i.e. tagging, sections, levels, lists- Collective Wisdom i.e. rating, ranking, voting, polls
301 Collaboration/Core Altering - Co-Creation i.e. CGM, ideas, reviews- Contextual Extensions i.e. mobile, offline, online, IM- Culture building i.e. recruitment, engagement, causes
#4 What’s Up Next
What Tomorrow’s Customers Want, Which is the Top One?
#1
#2
#3
#4
Innovation – Blurring the Line Between Real and Virtual
1. Mobile Marketing2. Cloud Computing3. Cash
payments/eWallets4. Location-specific/GPS/
NFC communications5. Big data analytics
Top Growth Segments (next 3-5 years)
* Source: Draft results from Wikibrands 4th Annual Global Buzz Report
Platforms on the Rise and The Fall for Business Use
* Source: Draft results from Wikibrands 4th Annual Global Buzz Report
Fast Risers Dropping Fast
#1
#2
#3
#4
1. Social Network Burnout
2. Privacy3. Failure to Monetize4. Corporate Resistance5. Intellectual
Property/Legal Issues
Top Counterforces at Work (next 3-5 years)
* Source: Draft results from Wikibrands 4th Annual Global Buzz Report
TV Gets Social
* Source: Draft results from Wikibrands 4th Annual Global Buzz Report
75% agree
Will social TV be realized over the next 3 years?
Facebook – Still the Standard?
* Source: Draft results from Wikibrands 4th Annual Global Buzz Report
56% agree
Will Facebook be the most dominant network in 3 years?2012
31% agree
2009
Takeaways
The World is a Blur - Embrace Change NOW
Do Not Break the 4 Rules of the Internet Socialness Awesomeness Authenticity Customer-driven
FLIRT a Little, FLIRT a Lot Focus, Language, Ideas, Incentives, Rules, Tools
MILC your Brand Measurement, Internalize, Life stage Planning, Listening, Culture
and Community Management
Because 894 goals and 310 sweat-soaked pages can’t be wrong
"Skate to where the
puck is going,
not to where it is."
Q&A, Debate, Confessions?
EmailLinkedIn:Twitter:Facebook:
Stay Connected…[email protected]/in/moffittsean@seanmoffitt @wikibrandshttps://www.facebook.com/seanmoffitt17
Are you digitally buff? The 100 pt. Brand Buffness Test
A)Does your executive champion digital engagement? (10 pts.)
Executive Leadership
Is there an official and effective executive team sponsor and champion for digital engagement? (2 pts)
Does your executive participate in new media as members? (2 pts)
Does your executive believe proper use of technology is a top 3 influence on success? (2 pts)
Does your executive believe customer engagement is a top 3 key to organizational success? (2 pts)
Does your CEO publicly champion and celebrate new media: (2 pts)- internally- externally
B) Does digital engagement show up prominently in your annual strategy and what you track? (10 pts.)
Priority Focus
Is technology and/or digital/customer engagement a top 5 strategy? (3 pts.)
Does digital/customer engagement appear in your organization’s top 7 key performance indicators? (3 pts.)
Does digital/customer engagement drive +10% of executive team discussion? 20%? (2 pts.)
Is more than 15% of your marketing budget spent on driving digital engagement? 30%? (2 pts.)
C) Do you celebrate digital engagement milestones company-wide? (10 pts.)
Rewards
Is digital/customer engagement prominently in your personal development/career plan? (3 pts.)
At full company functions, is success in digital/customer engagement regularly celebrated ? (3 pts.)
Does every employee function in the company know what you are trying to achieve/understand the targets with digital/customer engagement? (2 pts.)
In monthly letters/management reports, is digital/customer engagement prominently mentioned? (2 pts.)
D) Do you feel empowered to express support for your company in public, social media freely? (10 pts.)
Openness
Are employees at every level and function encouraged to participate in new media? (3 pts.)
Are your partners, suppliers and vendors encouraged to talk about and advocate your organization in new media? (3 pts.)
Do you know who your top 100, 1000, 10,000 fans/influencers are? Do you engage in regular contact with them? (2 pts.)
Do you feel like you can experiment in digital/customer engagement, with no repercussions if it fails? (2 pts.)
E) Do you feel the required rules, guidelines and training have been provided to support digital engagement? (10 pts.)
Education
Do you have a full and aspirational set of rules and guidelines for employees to participate in digital engagement and new media? (3 pts.)
Do you have a training and/or certification program for employees and those who officially speak for the company ? (3 pts.)
Have you roleplayed possible scenarios, opportunities and risks behind general and key initiatives in digital engagement? (2 pts.)
Is there an up-to-date governance of new media and engagement issues generally and in crisis situations? Is there clear responsibility for who owns what? (2 pts.)
F) Do you have a free flowing exchange of information and insight, enabled by technology? (10 pts.)
Transparency
On most matters, do you feel that there are no secrets or hidden agendas behind your communication and practices? (3 pts.)
Do you encourage open and free flowing contact with key customers and stakeholders? Is it in “human speak” not corporate speak?(3 pts.)
Does technology help accelerate speed of information and expertise sharing inside and outside the company? (2 pts.)
Does the conscience of your customer, partners and involved parties feel present in key company direction and decisions? (2 pts.)
G) Does support for digital engagement pervade what you do everyday, from the boardroom to the frontlines? (10 pts.)
Culture
Is “what does my customer want/think” a critical component to front-line decisions? (3 pts.)
Is it easy to get other employees enthused about digital/customer engagement and initiatives? (3 pts.)
Do employees across levels and functions regularly collaborate and cross-pollinate ideas in your organization? (2 pts.)
Does your company truly value and pursue what your customers and public have to say and contribute? (2 pts.)
H) Do you feel like management supports time, reward, risks and resources for digital engagement efforts? (10 pts.)
Incentive
Are staff, community members and customers compensated for success, contributions or improvement in digital/customer engagement? (3 pts.)
Does management support digital/customer engagement efforts through real investment and required resources? (3 pts.)
Do people who thrive in digital/customer engagement get promoted faster/evaluated better than those that don’t? (2 pts.)
Is time spent and new initiatives on digital/customer engagement actively encouraged? (2 pts.)
I) Do you have an ethos that every staff person can believe in and get excited about? (10 pts.)
Values
Is your company mission/cause motivating and compelling? (3 pts.)
Do the majority of your employees share and practice these values each day? Do they express themselves unpromptedly in new media? (3 pts.)
Do these values and practices resonate with external customers and prospects to the point of action and advocacy? (2 pts.)
Is your organization able to self-govern itself on the “right thing to do” without the intervention of management or the risk of public damage to your brand? (2 pts.)
J) Is participation in digital media widely adopted and coordinated across the organization? (10 pts.)
Participation
Does more than 20% of your company staff participate actively in digital engagement? 30%? 40%? Is this coordinated? (3 pts.)
Is your company present and active in the relevant spaces and platforms online? (3 pts.)
Are you a “first mover” in establishing a presence on new spaces and platforms? (2 pts.)
Do you have the required technical and customer-facing talent to lead and support your initiatives in digital/customer engagement? (2 pts.) - quality of talent
- quantity of talent
The Brand Engagement Buffness Test
+80 pts. Hardcore Buff
+60 pts. Weekend Warrior Buff
+40 pts. Bootcamp Ready
+20 pts. Engagement Obese
0-19 pts. Emergency Room Candidate