NETWORKS                           SIGNALS                           REPUTATION                           & DELIGHTEmergin...
Brian Vellmure   @CRMStrategies   brianvellmure.com
"If I had to name the single characteristicshared by all the truly successful people Ivemet over a lifetime, Id say it is ...
Andrew         “Here lies a man who knew         how to enlist the service of         better men than himself."
Difference = Hyperspeed• Opportunity is now exponential
Exponential number of networks to joinOver 800,000 Groups & growing exponentially                                         ...
The Formation of Social Graphs
Flip the Limit- Be part of everyone’s 150
Brian Vellmure   @CRMStrategies   brianvellmure.com
Era of Human DigitizationPortrait byPopeye Francom
“Its the place where tens of millions of people turn to freely share their thoughts with theworld— and where        hundre...
“Every two days now we create as much informationas we did from the dawn of civilization up until 2003”- Eric Schmidt, Co-...
Open (Signal) Sharing Networks
The Big Dropoff                     It’s theThe second circle is what matters                                     3rd     ...
Your new mantra:
Are         Do this too:                   You                                        Listening?Your prospects & customers...
The Semantic Web (Web                     3.0) holds the potential of                     taking all of this content      ...
Brian Vellmure   @CRMStrategies   brianvellmure.com
Character is a tree, reputation is its shadow                                     - Abraham Lincoln
We don’t want 7,700,000 results
Emergence of reputation and influence scores
Reputation: Community Badges               User Badges – Verizon Community (Lithium)
Still a long way to go…But the roadmap has been charted
Brian Vellmure   @CRMStrategies   brianvellmure.com
More than85%of consumerssaid they wouldPAY A PREMIUM of up to  25%                                    for aSuperior Custom...
Americans will spend9% morewith companies thatprovide excellent servicebut 2/3 feel companiesaren’t doing enoughto EARN   ...
Customers looking to be delighted     This years results make it clear that     delight is now the critical brand     diff...
Know (or learn) what your customers desire most
Do somethingremarkable
Post SaleDelight:ThePatagoniaJacket Story
Post Sale Delight.               Unexpected Delight for my wife’s birthday
Brian Vellmure   @CRMStrategies   brianvellmure.com
Your customers have:    “Too ma-nee choi-ces…”
Reputationand Ranking                                                    Reputation and RankingReputationand RankingReputa...
Who recommends content matters
TheMessengeris becomingas importantas the message
Grows existing network         DelightReputation                  THE NETWORK                       2nd Circle           3...
Networks, Signals, Reputation & Delightby Brian Vellmure @CRMStrategies
NETWORKS                           SIGNALS                           REPUTATION                           & DELIGHT       ...
Brian VellmurePrincipal / FounderInitium LLChttp://www.brianvellmure.comhttp://www.twitter.com/CRMStrategies
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
Networks, Signals, Reputation, and Delight:  Emerging keys to sales and marketing success in an always on, attention scarc...
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Networks, Signals, Reputation, and Delight: Emerging keys to sales and marketing success in an always on, attention scarce, information rich world

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The era of mass marketing, sales driven information gathering and sharing, and being "just good enough to win" is being shattered by the rapid emergence of a smart, networked, and increasingly demanding generation of empowered customers.

Learn how to adjust your customer acquisition approach to these new realities, and see how other companies are already leveraging these new strategies to reap meaningful rewards.

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Networks, Signals, Reputation, and Delight: Emerging keys to sales and marketing success in an always on, attention scarce, information rich world

  1. 1. NETWORKS SIGNALS REPUTATION & DELIGHTEmerging keys to sales and marketing successin an always on, attention scarce, information rich worldBrian VellmurePrincipal / FounderInitium LLChttp://www.brianvellmure.comhttp://www.twitter.com/CRMStrategies
  2. 2. Brian Vellmure @CRMStrategies brianvellmure.com
  3. 3. "If I had to name the single characteristicshared by all the truly successful people Ivemet over a lifetime, Id say it is theability to create and nurture anetwork of contacts.” – Harvey Mackay
  4. 4. Andrew “Here lies a man who knew how to enlist the service of better men than himself."
  5. 5. Difference = Hyperspeed• Opportunity is now exponential
  6. 6. Exponential number of networks to joinOver 800,000 Groups & growing exponentially Source: Meetup.com March 2011 Source: LinkedIn March 2011 OCT 2009: 52 million Groups FEB 2010: 620 million Groups Source: www.allfacebook.com
  7. 7. The Formation of Social Graphs
  8. 8. Flip the Limit- Be part of everyone’s 150
  9. 9. Brian Vellmure @CRMStrategies brianvellmure.com
  10. 10. Era of Human DigitizationPortrait byPopeye Francom
  11. 11. “Its the place where tens of millions of people turn to freely share their thoughts with theworld— and where hundreds millions more go to read those thoughts”- Evan Williams, Serial Entrepreneur, Founder of Twitter & Pyra Labs (discussing Blogger)
  12. 12. “Every two days now we create as much informationas we did from the dawn of civilization up until 2003”- Eric Schmidt, Co-Founder of Google
  13. 13. Open (Signal) Sharing Networks
  14. 14. The Big Dropoff It’s theThe second circle is what matters 3rd Circle that makes you a HIT! Most content dies here
  15. 15. Your new mantra:
  16. 16. Are Do this too: You Listening?Your prospects & customers are also: searching sharing creating engagingAsking questions that you can answer…
  17. 17. The Semantic Web (Web 3.0) holds the potential of taking all of this content and automatically connecting it (and you) with potential partners, customers, prospects, employees …Based on your networks your signals your reputationCredit: iphones.ru
  18. 18. Brian Vellmure @CRMStrategies brianvellmure.com
  19. 19. Character is a tree, reputation is its shadow - Abraham Lincoln
  20. 20. We don’t want 7,700,000 results
  21. 21. Emergence of reputation and influence scores
  22. 22. Reputation: Community Badges User Badges – Verizon Community (Lithium)
  23. 23. Still a long way to go…But the roadmap has been charted
  24. 24. Brian Vellmure @CRMStrategies brianvellmure.com
  25. 25. More than85%of consumerssaid they wouldPAY A PREMIUM of up to 25% for aSuperior Customer Experience.Source: RightNow Technologies Customer Experience Impact Report
  26. 26. Americans will spend9% morewith companies thatprovide excellent servicebut 2/3 feel companiesaren’t doing enoughto EARN their business Source: 2010 American Express Global Customer Service Barometer
  27. 27. Customers looking to be delighted This years results make it clear that delight is now the critical brand differentiator and most important driver of engagement and loyalty,“ stresses Robert Passikoff, founder and president of the Brand Keys consultancy. "Mere brand satisfaction has never been more cost-of-entry. Consumers already know the brands. They know what they do and they know what theyre willing to pay for them. Now, theyre looking to be delighted."Source: 2011 Brand Keys Customer Loyalty Index
  28. 28. Know (or learn) what your customers desire most
  29. 29. Do somethingremarkable
  30. 30. Post SaleDelight:ThePatagoniaJacket Story
  31. 31. Post Sale Delight. Unexpected Delight for my wife’s birthday
  32. 32. Brian Vellmure @CRMStrategies brianvellmure.com
  33. 33. Your customers have: “Too ma-nee choi-ces…”
  34. 34. Reputationand Ranking Reputation and RankingReputationand RankingReputationand RankingReputationand Ranking 93% of B2B buyers useReputation search to begin the buying process.and Ranking Source: MarketoReputation 80% of IT decision makers sayand Ranking word of mouth is their most important source when making buying decisionsReputation Source: Marketoand Ranking 90% of business buyers sayReputation when they’re ready to buy, they’ll find youand Ranking Source: DemandGen Report (SocialRank, PeopleRank, HumanRank) Rank by Brian Vellmure @CRMStrategies
  35. 35. Who recommends content matters
  36. 36. TheMessengeris becomingas importantas the message
  37. 37. Grows existing network DelightReputation THE NETWORK 2nd Circle 3rd Circle Signals Individuals Groups Networks, Signals, Reputation & Delight by Brian Vellmure @CRMStrategies
  38. 38. Networks, Signals, Reputation & Delightby Brian Vellmure @CRMStrategies
  39. 39. NETWORKS SIGNALS REPUTATION & DELIGHT ARE THEEmerging keys to sales and marketing successin an always on, attention scarce, information rich world
  40. 40. Brian VellmurePrincipal / FounderInitium LLChttp://www.brianvellmure.comhttp://www.twitter.com/CRMStrategies

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