According to Forrester’s research, in 2009 social media became mainstream reaching critical mass with over 73% of adults. The emergence of the social web (Web 2.0) has given rise to the crowd’s voice and shifted to a symbiotic relationship where business needs to focus on listening.
Learn to identify your best customers and understand how they are redefining your brand experiences through Blogs, Tweets, Facebook, Yelp reviews, YouTube videos and Foursquare flash-mobs. Start making strategic sense of how your customer’s social capital translates to your bottom line. Open up to opportunities by engaging authentically and facilitate a strong, extended relationship with your customers.
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Social Media - Who Are Your Best Customers? Are You Listening?
1. 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
9. engage >
Web 2.0 - Power to People
user generated content via 6º separation
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10. 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
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12. Don’t be
Sorta Social
SpreadTheFeeling.ca
Kraft - Peanut Butter Art
User Generated Content
Sharing (limited)
No Freinding
Not an Holistic Experience
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14. Viral video
Enabling Conversation Strategically
Tactical Transparency Reaches Influencers
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15. Twitter: Markets = Conversations
Reach out to Influencers
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16. 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)
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17. 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
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Wednesday, September 30, 2009