Will you love me tomorrow? 10 03 10

Will you love me tomorrow? Relationship tips for the ‘new customer’ #mojobris Wednesday, 10 March 2010

“People overestimate the speed of change and underestimate the scale of change.” Wednesday, 10 March 2010

Tip No. 1 - Know your customer Wednesday, 10 March 2010

Social Technographics Publish Web Page Creators Publish or maintain a blog Upload video to sites like Youtube Critics Comments on Blogs Posts ratings and reviews Uses RSS Collectors Tag Web pages Joiners Use social networking sites Read blogs Spectators Watch peer generated media Listen to podcasts None of these actvities Segments include Inactives consumers participating in at least one of the indicated activities monthly Source: Forrester Wednesday, 10 March 2010

Which aussies are active? Wednesday, 10 March 2010

Wednesday, 10 March 2010

‘consumers’ are AHeAD OF us Wednesday, 10 March 2010

IP Traﬃc Wednesday, 10 March 2010

The people of which country spend the most time in social media? Wednesday, 10 March 2010

The people of which country spend the most time in social media? “people in developed countries are spending 82% more time on social media than they were one year ago” Wednesday, 10 March 2010

“we’re mobile” 4.6 (2.6) 36 90%=24x7<1 50/50 3,000,000 Wednesday, 10 March 2010

“we’re not always coming to your place” Meet the site-less web i.e. you no longer need a home page to reach an audience Wednesday, 10 March 2010

“where we meet matters” Google Place Rank Location- based services Wednesday, 10 March 2010

Tip No.2 - Share your secrets • Individuals more likely to share information than organisations • Daphne R. Raban and Sheizaf Rafaeli - Center for Study of the Information Society Graduate School of Management University of Haifa Image credit http://www.ﬂickr.com/photos/mcgarry/111003432 Wednesday, 10 March 2010

Meet the Mayor of Bondi Wednesday, 10 March 2010

Open-ness “the act of sharing information is an attribute of humanity itself” (Dunbar, 1996). Wednesday, 10 March 2010

Farmers markets and x-ray vision... Wednesday, 10 March 2010

22 Wednesday, 10 March 2010

Tip No. 3 - Be Yourself Wednesday, 10 March 2010

Tip No. 4 - Be the best you can be What shapes your trust in a company? How important are these factors to reputation? US 2006 US 2010 Quality Products and Services 53% Transparent and honest practices 83% Attentiveness to customer needs 47% Company I can trust 83% Strong financial performance 42% High quality products or services 79% Fair Pricing 38% Communicates frequently 75% A well known brand 37% Treats employees well 72% Good employee relations 35% Good corporate citizen 64% Socially Responsible 33% Prices fairly 58% Visible CEO 23% Innovator 48% Dialogue with stakeholders 23% Top Leadership 47% Employee/CEO Blogs 12% Financial- Returns 45% Source: Edelmann 2006-2010 Wednesday, 10 March 2010

GE- ecomagination • Stakeholder communities driving green innovation Wednesday, 10 March 2010

If you don’t like the rules of the game... Wednesday, 10 March 2010

If you don’t like the rules of the game... The duty of directors shall be to act in the best interests of the corporation. Wednesday, 10 March 2010

If you don’t like the rules of the game... The duty of directors shall be to act in the best interests of the corporation. Existing Corporate Law Wednesday, 10 March 2010

Re-write them (thanks Bob) The duty of directors shall be to act in the best interests of the corporation... Source: Robert Hinkley, The Coalition for Corporate Citizenship: A Path towards Eliminating Corporate Abuse of the Public Interest Wednesday, 10 March 2010

Re-write them (thanks Bob) The duty of directors shall be to act in the best interests of the corporation... ...but not at the expense of the environment, human rights, public health and safety or the welfare of the communities in which the corporation operates. Source: Robert Hinkley, The Coalition for Corporate Citizenship: A Path towards Eliminating Corporate Abuse of the Public Interest Wednesday, 10 March 2010

Relationship Tip No. 4 - It’s OK to ask for a little help from your friends 28 Wednesday, 10 March 2010

The rise of bottom-up solutions Wednesday, 10 March 2010

FeeDBaCK Wednesday, 10 March 2010

Trust in each other Wednesday, 10 March 2010

Tip No. 5 - First dates come last Wednesday, 10 March 2010

Tip No. 5 - First dates come last Start Here $$$$$ First Date Second Date Might get lucky Happy! $ Wednesday, 10 March 2010

Tip No. 5 - First dates come last Start Here $$$$$ $ First Date Second Date Might get lucky Happy! Tip: invest here ﬁrst (in customers) $ Start Here Wednesday, 10 March 2010

Tip No. 5 - First dates come last Start Here $$$$$ $ First Date Second Date “Flip the funnel*”. “Retention is the Might get lucky new Acquisition”. Happy! Tip: invest here ﬁrst (in customers) $ Start Here *Source: Joseph Jaffe, Flip the Funnel, Wiley 2010 Wednesday, 10 March 2010

Members’ Welcome Virgin Mobile - a strategy based on motivating 1M customers to bring their friends into the fold. Super customer service (treat them like rockstars) and members get beneﬁts. An organisational commitment, not an advertising line. Wednesday, 10 March 2010

C C C C C C C C C C C C C C C C C C B C C C C C C “join the conversation”?? Wednesday, 10 March 2010

we’re not like other people Wednesday, 10 March 2010

Contact Management Email Search Phone Social web C Forums co-browse web self-service feedback chat Wednesday, 10 March 2010

CRM gets social *18 Use cases for Social CRM, Altimeter Group 2010 Wednesday, 10 March 2010

Speed Dating OK, only with customers Nicola Millard, customer experience futurologist at BT Global Services http://www.research-live.com/4001137.article Wednesday, 10 March 2010

3 Things to take-away 1. Ask yourself - are we OPEN for business? 2. Consider ﬂipping the funnel 3. Tweet something #mojobris 4. (and If need be, recognise your inner dinosaur). Wednesday, 10 March 2010

Thanks @sim_on simon.morgan@publicismojo.com.au Wednesday, 10 March 2010

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Will you love me tomorrow? 10 03 10

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