Did it work? • Today, Sales up by 107% • Sales increased steadily – up 55% over 3 months since the event in April 2010
What was the magic behind this? ENGAGEMENT! Technology
“Brands don‟t make viral videos, Users make videos viral” - Dan Greenberg, Sharethrough
It all starts here….Brand Loyalist Brand Activist
Consequence of Technology 1. Change in Consumer Expectations 2. Change in how Brands approach Marketing 3. Change in the way we Engage consumers facilitated by Technology
Change in Consumer Expectations “Customers expect companies to know who they are and their preferences regardless of how and when they interact. Their tolerance for fragmented interactions will continue to drop as their expectations rise.” - Lisa Goodmaster, Partner Peppers & Rogers Group
Change in Consumer Expectations Define Refine Recognise who I Peer endorsement am. Demographics/ Psychographics I want to drive the Brand Brand must be an extension of my I will influence lifestyle Brand‟s image The Brand influences my image
Change in Consumer Expectations How does he see himself in the context of his Social network? Do we understand how his „Tribe‟ behave and respond to stimuli?
Change in how Brands approach Marketing: Curator Collaborator Create Co-create Positioning brand‟s DNA with user Preserve singular brand Facilitate user to promise interact with the brand on their Be consistent in terms the offering Sharing Delivery
Change in how Brands approach Marketing: Mass Personalisation Mass personalisation, one-to-one Mass Personalisation, one-to-one, to the mass
Change in how Brands approach Marketing: How can we Intrude into his tribe? See what I can do! Track Noise This is how I feel What d’you think? about it! Join the Conversation Hey, these Stimulate ongoing dialogue/ actionare guys I’dlike to hang CHECK THIS OUT! out with
Change in how Brands approach Marketing: “We‟re building toward a web where default is social, every application and product will be designed ground up to use real identity.”
Be There - COKE CHEERS - Share a Coke and tell your friends. Coke Cheers is a simple, fun application that lets you make a toast with a Coke and post it up to Facebook or Twitter. Your online post even shows who you share a Coke with and lets you pick from multiple messages such as - first encounters /- new adventure /- love /- a job well done /- happy hour - reconnecting /- loving life /- sunny days /- a big night/- happiness! - taking a break /- forgetting our worries /- a perfect match - our favorite spot /- old friends /- new friends /- family - celebration /- birthday /- today /- Happy Holiday!
Engaging the Consumer as a Collaborator 1. Join the conversation. 2. Open opportunity for a dialogue. 3. Be transparent: They dont expect brands to be perfect, but they expect honesty. 4. Provide tools and knowledge and then turn them loose to customize and make them their own. 5. Be relevant and current. Fill a need, answer questions, value her opinion, and then let them see action taken. And dont forget to make the experience, fun. 6. Get to the point. Theyre busy, so be authentic, clear, and genuine. 7. Make decision making comfortable and information is key to comfort. 8. Be both pragmatic and emotional. Brands need to cover both sides of the conversation. 9. Tell stories. Engagement is about communicating -- telling a story -- which is extremely different than selling.
• #1 thing Moms do online – share pics of their kids• Personalisation: Label and organize the way they want• Automatic chronology• Control who they want to see the pics• Targets 36 mil moms who are online
Leveraging technology to facilitate Engagement?
Leveraging technology to facilitate Engagement? Platforms like Facebook, Twitter, Digg, MySpace, YouTube help marketers, • „Meet‟ their audience – observe them at work and play • „Share‟ the brand with their audience & • Allow their audience to “guide” the brand direction
Leveraging technology to facilitate Engagement? • Speed of Response • Ability to receive and provide feedback • Ability to share • On demand
Who is this New Consumer? Key to Engagement Solve a problem + Make it Fun = Create Brand Activists