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Micro Pulse: How small touches in social media impact the heartbeat of your brand.

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Micro Pulse: How small touches in social media impact the heartbeat of your brand. This was presented at InnoTech Oklahoma on November 4th, 2009. ...

Micro Pulse: How small touches in social media impact the heartbeat of your brand. This was presented at InnoTech Oklahoma on November 4th, 2009.

Just as small movements, gestures and facial expressions impact your ability to communicate effectively, small touches add up to create a cumulative perception of a brand. Touchpoints take on a whole new dimension now that consumers have access to brands whenever and wherever they want. This makes every single touch with consumers, no matter how small, a crucial interaction.

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Chris Wilson
http://www.freshpeel.com

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    Micro Pulse: How small touches in social media impact the heartbeat of your brand. Micro Pulse: How small touches in social media impact the heartbeat of your brand. Presentation Transcript

    • MicroPulse How small touches in social media impact the heartbeat of your brand. Chris Wilson Digital Brand Strategist freshpeel.com ©Chris Wilson • www.freshpeel.com
    • Retrace your steps. ©Chris Wilson • www.freshpeel.com
    • InnoTech registration signage parking content keynote ©Chris Wilson • www.freshpeel.com Image by stewdean on Flickr.com
    • touchpoint - a point of contact.
    • Small touches matter.
    • How’s the pulse of your brand?
    • Body Language Just as small movements, gestures and facial expressions impact your ability to communicate effectively, small touches add up to create a cumulative perception of a brand. ©Chris Wilson • www.freshpeel.com
    • Pre Digital Age ©David // Armano • darmano.typepad.com
    • Digital Age + 2.0 ©David // Armano • darmano.typepad.com
    • Post Digital Age + 2.0 ©David // Armano • darmano.typepad.com
    • A Whole New World Touchpoints take on a whole new dimension now that consumers have access to brands whenever and wherever they want. Image by sekihan on Flickr.com
    • This makes every single touch with consumers, no matter how small, a crucial interaction.
    • Brands need to make themselves available in ways that fit into people’s everyday life.
    • “3 out of 4 Americans use social media technology.” —Forrester, The Growth of Social Technology Adoption (2008)
    • “93% of social media users believe a company should have a presence in social media.” —Cone, Business in Social Media Study (Sept. 2008)
    • “After interacting with companies or brands via new media, 74% of users have a more positive impression of the company or brand.” —Cone, Business in Social Media Study (Oct. 2009)
    • “Content creators that have the most views on YouTube have a lot of videos. Views didn’t come from a single video.” —Brett Wilson, Co-founder & CEO of TubeMogul
    • Consumers want action and interaction. Stop telling and start doing.
    • Provide value.
    • Touches are pushed by consumer actions. A brand is pushed to the foreground or fades into the background as people take actions around and with it.
    • Branded Utility “Brands being genuinely useful to their customers, employees, suppliers and the people they touch.” —Johnny Vulkan, Anomaly
    • Branded Utility creative
    • Branded Utility helpful creative
    • Branded Utility helpful creative relational
    • Branded Utility helpful creative relational interesting
    • Branded Utility helpful creative relational interesting relevant
    • Branded Utility helpful creative relational useful interesting relevant
    • Provide value.
    • What about small business?
    • Stressed? Image by evilerin on Flickr.com
    • Where should we start?
    • Social media is not a strategy, it should support a strategy.
    • Social Media Plan 1 Listen • Locate consumers • Assess their social activities • Look for small, focused audiences
    • Social Media Plan 1 2 Listen Plan • Locate consumers • Define business Objectives • Assess their social activities • How can your brand’s strengths • Look for small, be extended online? focused audiences
    • Social Media Plan 1 2 3 Listen Plan Strategy • Locate consumers • Define business • How and where Objectives will you do it? • Assess their social activities • How can your • How will brand’s strengths relationships with • Look for small, be extended online? consumers change? focused audiences • Who will be leading this effort?
    • Social Media Plan 1 2 3 4 Listen Plan Strategy Tools • Locate consumers • Define business • How and where • Decide what Objectives will you do it? social tools you • Assess their will use. social activities • How can your • How will brand’s strengths relationships with • How will you • Look for small, be extended online? consumers change? monitor acitivities focused audiences and measure success? • Who will be leading this effort?
    • Keep Listening You can’t be everywhere, nor should you try to be. Monitoring for online conversations around your brand is what helps you focus on your strengths and scale at the same time. ©Chris Wilson • www.freshpeel.com Image by hipocondriaca on Flickr.com
    • Don’t forget the BIG picture.
    • Continuity Who you are Who you Who people say you are say you are ©Conversational Capital • www.conversationcapital.com
    • Continually analyze and improve touches.
    • 1 Choreograph Touches Touch Cycle ©Chris Wilson • www.freshpeel.com
    • 2 1 Listen and Choreograph Watch Touches Touch Cycle ©Chris Wilson • www.freshpeel.com
    • 2 1 Listen and Choreograph Watch Touches Touch Cycle Reinforce Behaviors 3 ©Chris Wilson • www.freshpeel.com
    • 2 1 Listen and Choreograph Watch Touches Touch Cycle Reinforce Behaviors Evaluate and Expand 3 4 ©Chris Wilson • www.freshpeel.com
    • How’s the pulse of your brand?
    • Chris Wilson Blog www.freshpeel.com Email chris.freshpeel.com Twitter @freshpeel