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Multi-Generational Marketing in a Web 2.0 World


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Communicating effectively between generations is essential for doing business in the modern world. With new technologies like Facebook, Twitter, and MySpace it's become even more important to …

Communicating effectively between generations is essential for doing business in the modern world. With new technologies like Facebook, Twitter, and MySpace it's become even more important to understand generational differences. How do you begin to understand the intricacies of these groups? How do you develop a social media strategy and begin to execute it successfully?

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  • 1.
  • 2. Introduction
    How do we use social media to succeed in today’s market with the additional challenge of generationalcomplexities – the different demands, values and preferences of today’s multi-generational buyers?
  • 3. What’s in it for me?
  • 4. No More Golden Rule
    Try W.I.I.M.E.
    • Give your customers their “gets”
    • 5. Arm yourself with knowledge
    • 6. Apply that knowledge; generationally focus your marketing, advertising and branding efforts…
  • Understand
    The Four Generations and How They Impact Your
    Social Media Success
  • 7. The Four Generations
  • 8. Facts
    Industry is dominated by
    Consumer base dominated by
    X’ers, Y’ers
  • 9. Your Success…
    Understanding the
    4 Generations and their W.I.I.F.M.s.
  • 10. civics
  • 11.
    • AKA Matures, Seniors, GIs, Greatest Generation, Builders
    • 12. Ages 62 and over
    • 13. 59 million
  • 14. Civics
    • Dedication and Sacrifice
    • 15. Hard work
    • 16. Conformity
    • 17. Stability and Security
    • 18. Respect for Authority
    • 19. Delayed Gratification
  • Civics
    So what kind of social media experience will connect the best with Civics?
  • 20. Civics
    So what we know about Civics is...
  • Civics
    So they want…
    No hassle!
    • Civics respect the rules and authority but they’ve been abiding by rules for a long, long time
    • 24. A no hassle “I’ll take care of it” experience will drive Civic loyalty
  • Civics – The Dream Postponed
    Be the purveyor of the ultimate payoff!
    • Think about “delayed gratification”
    • 25. Marketing messages should include things like “this is your time”, “you’ve waited long enough”, “reward yourself”
    • 26. Tell them – you’ve earned it!
    • 27. YOU can provide the “fruits of their life’s labor”!
  • 28. Civics – Respect, Loyalty, Honesty
    Give Respect, Loyalty, Honesty
    • Civics attach a “premium” to these “lost traits” – consider them fundamentals that have been lost in today’s fast-paced, techno driven world
    • 29. Take the time to build a face-to-face relationship
    • 30. They are referral builders
    • Communicate authentically and understand HOW they want to be communicated with
    • 31. Deliver on your promises - The service you provide must be parallel to the marketing promise
    • 32. Use storytelling as a way to reinforce – this is an appreciated way to garner buy-in
    Civics – Respect, Loyalty, Honesty
  • 33.
    • Number of older Americans online is growing
    • 34. Most popular activities online: researching health or medical information, product research, e-commerce, photo sharing
    Are Civics even online?
  • 35. baby boomers
  • 36. Baby Boomers
    • Ages 43-61
    • 37. AKA Boomers, “Me” Generation
    • 38. 78 million
  • Baby Boomers
  • 43. Boomers are about…
    • Personal gratification
    • 44. Optimism
    • 45. Satisfying the “self” first
    • 46. Community involvement
    • 47. The “team” win
    • 48. Rewards
  • So they want…
    • Speak of things in positive terms – especially when dealing with AGE (50 is the new 30!):
    • 49. “There’s no challenge too great”
    • 50. “We will move any obstacle to get this done”
    • 51. “We are committed to winning together”
    • 52. “It’s just the beginning”
    • 53. “Time to take care of YOU”
  • So they want…
    To feel like part of the team…
    • You are a team…in buying or selling
    • 54. “Your team” will work toward their success
    • 55. Your company is based on teamwork
    • 56. Our firm has a team of professionals that work toward…
  • So they want…
    This to be about THEM
    • Provide individualized service to them
    • 57. Don’t discuss all of the other things you need to do
    • 58. Keep the focus on them
    • 59. Make them feel like servicing them is the center of your universe
    • 60. When you are with them, limit any external interruptions
  • So they want…
    To know that you are part of their community.
    • This is the original “involved” generation!!
    *Protesters, environmentalists, etc.
    • This group has always been involved and will always be involved
    • 61. Make it clear that you are a part of their community
    • 62. Your services will be an integral part of their journey towards “what’s next”.
  • Quick boomer fact:
    Today’s 50-60 crowd is flush with over $1,000,000,000,000
    In spending power per year.
    They should be a part of your
    Marketing strategy!
  • 63. Boomers and Social Media:
    • According to Groundswell, 39% of Older Boomers are social media “spectators”  reading blogs, listening to podcasts or watching user-generated video.
    • 64. Less likely to have online friends
    • 65. High number of critics- brands need to cater to women over 50 because they will punish or reward brands
  • generation x
  • 66. Generation X
    • Ages 31-42
    • 67. AKA X’ers, Baby Busters
    • 68. Population = 48 million
    • 69. Original “latchkey” kids
  • Generation X
    Values and preferences:
  • No heroes or icons other than – themselves!
    Much of Gen X has spent a lot of time alone, figuring things out themselves.
    Why idolize anyone?
    Generation X – Their heroes?
  • 75.
    • Seeking a sense of family
    • 76. Desiring fun/freedom
    • 77. Technoliteracy
    • 78. Seeking balance
    • 79. Fierce independence
    • 80. Skepticism
    Generation X’ers are about…
  • 81. So Generation X’ers want…
    Respect their skepticism
    • Create lasting loyalty through extreme candor
    • 82. Tell them everything they need to know – really
    • 83. Be authentic, honest and upfront
  • So Generation X’ers want…
    Embrace the Family & Balance
    • People first with this generation
    • 84. Xers are starting and growing families – most are products of divorces. Their families are important to them
    Recognize and address the role “the home” plays in the family process – it is the cornerstone of the X’er family value
    • You are helping them build a family – embrace that vital role!
  • Give them Fun & Freedom
    • Provide a fun, light experience
    • 85. Offer freedom of choice – communicate options at every opportunity
    • 86. Provide planning contingency – what are the options if this doesn’t work
    So Generation X’ers want…
  • 87. So Generation X’ers want…
    Empower with Technology
    • X’ers want to know – do you speak ‘tech’?
    • 88. Utilize technology to drive the transaction, communicate faster and empower the consumer to make some independent decisions
    • 89. Your tools, how you communicate, your office…all say something about your tech-friendliness
    • 90. Provide a useful, info-rich website
    • 91. Communicate and respond immediately!
  • Hands off!
    • Embrace the “latch-key within” and give them space
    • 92. Understand and acknowledge fierce X’er independence
    • 93. The DIY mentality – Home Depot & IKEA generation
    • 94. Be there when needed AND get-gone when you are not (on-demand)!
    So Generation X’ers want…
  • 95.
    • The Pew Internet for the American Life Project’s says median age of Twitter user is 31, which has remained stable over the last year.
    • 96. Median age for LinkedIn is now 39
    • 97. Gen X and Boomers also spend time on Flickr and YouTube
    So Generation X’ers are using…
  • 98. generation y
  • 99. Generation Y
  • 102.
  • 103. Generation Y
    • Confident (very strong egos)
    • 104. Optimistic
    • 105. Techno-fused
    • 106. Untraditional – don’t believe “The clothes make the person”
    • 107. Moral and Civic minded
    • 108. Collaborative and Democratic
    • 109. The Diversity generation
    • 110. Still Skeptical
    • 111. More DIY than X
  • Generation Y’ers are about…
  • 117. So Generation Y’ers want…
    To be special and unique
    • Important for them to be special, different, not like anyone else
    It’s uncool to be “cookie cutter”
    • Show your personality and expect them to act like individuals
    No comparing them to “other customers”
    • Loosen up a little – suits and ties not necessary with this crowd… could actually be a turn off!!
    • 118. Don’t judge a book by it’s cover!
  • So Generation Y’ers want…
    To be guided, not told what to do
    • Guide and lead but don’t tell (democratic nature will be offended)
    • 119. Affirm their confidence and teach them what they don’t know
    They ARE inexperienced and WON’T ask for help – but they do expect it on THEIR TERMS
    They think they know everything, they like FYI, or “just in case” gentle messages vs. in your face coaching
    Resist the parenting impulse Boomers and Civics!!
  • 120. So Generation Y’ers want…
    • Gen Y will start and finish everything in life on-line
    No desire for tangible, brick –and-mortar
    • Without internet marketing, you won’t capture the GenY consumer
    Not just a website
    • The social life is DRIVEN BY the internet
    Social marketing – Craigslist, YouTube, Linked in, MySpace, Blogging, Twitter
    Text messaging
    • Life is done with the phone –
    Pictures, email, web-access phone calls
    • Response is expected IMMEDIATELY
  • So Generation Y’ers want…
    • Be a part of the community you serve and “stand for something”
    • 121. Help them get what they want and they will be your social advocates… referrals will come from this group
    Despite the techno-savviness and lack of tradition, this group is rooted by the perpetuation of the community, the family and the betterment of things. It’s the fusion of Boomers and X’ers.
  • 122. So Generation Y’ers are using…
    • The largest block of Facebook users are ages 18-25, followed by 26-34 year olds. Together, these groups make up 51% of user population.
    • 123. Gen Y is the largest group on Facebook although numbers are rising in the Boomer generation.
    • 124. Median age on MySpace is 26, and decreasing
    • 125. Gen Y is creating more content than any other generation
  • 126. thank you!
    Any questions?