Social Media - Who Are Your Best Customers? Are You Listening?

Social Media Are you listening? Who Are Your Best Customers? 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 Many Companies pushing content via web to customers © photography by: Chris Coleman [ iceman9294 ] Wednesday, September 30, 2009

shift > Innovation? © photography by: Bichilio Raro Wednesday, September 30, 2009

shift > Innovation = the new constellation of existing ideas redeﬁned © photography by: Michele Gerarduzzi Wednesday, September 30, 2009

Online Social Landscape shift > 100+ Social “Tribes” vie for customer’s daily attention Wednesday, September 30, 2009

shift > Knowing your best customers You need to know their names. Do you? Wednesday, September 30, 2009

Social Media > Are People Just Horsing Around? No! It’s how your customers interact with your company now. Take this ‘Play’ seriously. © photography by: Mark Magnusson Wednesday, September 30, 2009

engage > Listen and learn from customers Is your communication channel LOCKED in old ideas? © photography by: Mark Magnusson Wednesday, September 30, 2009

engage > Web 2.0 - Power to People user generated content via 6º separation Wednesday, September 30, 2009

2009 users move from voyeurs to contributors Engage Enable Connect Build Relationship Source: 2007, Human Factors International - User Experience inside and out - the strategy of persuasive design 73% engage > in Social Media 50% Maintain proﬁle on social networking sites Wednesday, September 30, 2009

engage > © photography by: Sarah Ribeiro Social Verbs: Participating, Friending, Sharing, Remixing Wednesday, September 30, 2009

Don’t be Sorta Social SpreadTheFeeling.ca Kraft - Peanut Butter Art User Generated Content Sharing (limited) No Freinding Not an Holistic Experience Wednesday, September 30, 2009

Why Share Ideas Collaborate with customers to enable new ideas that matter to your audience. © photography by: Chris Coleman [ iceman9294 ] Wednesday, September 30, 2009

Viral video Enabling Conversation Strategically Tactical Transparency Reaches Inﬂuencers Wednesday, September 30, 2009

Twitter: Markets = Conversations Reach 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

enable > Understand the People that Drive Collaborative Technology P eople O bjectives S trategy T echnology E.g. Blogs, Tweets, Facebook, YouTube or Foursquare FlashMobs Wednesday, September 30, 2009

ging • Chatting extend > • Do Brag wn g • loa tin din Ra g • • g Re tin Your -M Vo ix • in g g n i ar • Po Sh st • in ng g gi Social • og Lis Bl te nin g • g • tin ng • Gaming • Compe Wa t c Engine hing • Editing • Pr i Te x t • Active Pulse omo l • tin o Co g • C g • Authenticity in o Be m pa • r g in lin g ai • m S • Afﬁnity ea E rc • hi g ng in l du • he c rti So g • S ng • C • Awareness kin omm Tr a c e n t i n g • Ta g g i n g • Wednesday, September 30, 2009

extend > Trends • Smartphone Apps • Crowdsourcing • Geo-Contextual • Tagging • Video expected • Podcasts Wednesday, September 30, 2009

Be Inﬂuenced by your “Inﬂuencers” remix your business, collaboratively with customers Wednesday, September 30, 2009

Thank You Continue the conversation via twitter: @MMagnus ( #vancouveram ) www.twitter.com/Mmagnus Wednesday, September 30, 2009

Social Media - Who Are Your Best Customers? Are You Listening?

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