From Fans and Followers to  Customers and Advocates Jacob Morgan
Principal, Chess Media Group Author, Twittfaced Blogger: jmorganmarketing.com Traveler, Chess Lover, and Explorer Twitter:...
Let’s Start with the Numbers Terracotta Warriors, Xi’an, China
<ul><li>Member communities reach more internet users (66.8%) than email (65.1%) (Nielsen “Global Faces on Networked Places...
 
 
The Customer is Changing.  Is Your Company? The  traditional customer  is the one  we all were  as recently as a decade ag...
Agenda
 
Product issues are PRODUCT ISSUES Don’t bribe your customers, fix the problem!
“ By 2010  more than half of companies  that have established an online community  will fail  to manage it as an agent of ...
Dr. Natalie Petouhoff,
Dr. Natalie Petouhoff,
 
 
 
 
Hello Ladies! What Would You Do?
 
Thank You <ul><li>chessmediagroup.com </li></ul><ul><li>[email_address] </li></ul><ul><li>Twitter: @jacobm </li></ul><ul><...
Upcoming SlideShare
Loading in...5
×

Jacob morgan

1,310

Published on

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,310
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
32
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Jacob morgan

  1. 1. From Fans and Followers to Customers and Advocates Jacob Morgan
  2. 2. Principal, Chess Media Group Author, Twittfaced Blogger: jmorganmarketing.com Traveler, Chess Lover, and Explorer Twitter: @JacobM Desert Safari, Dubai
  3. 3. Let’s Start with the Numbers Terracotta Warriors, Xi’an, China
  4. 4. <ul><li>Member communities reach more internet users (66.8%) than email (65.1%) (Nielsen “Global Faces on Networked Places”) </li></ul><ul><li>Fastest growing sector for Internet use is communities (5.4% in a year) </li></ul><ul><li>43% of consumers say that companies should use social networks to solve the consumers' problems ( Cone Business in Social Media Study) </li></ul><ul><li>7% of organizations understand the CRM value of social media according to the Brand Science Institute, European Perspective, August 2010. </li></ul><ul><li>The Three most influential factors for consumers when deciding which company to do business with are: personal experience (98%), company’s reputation or brand (92%), and recommendations from friends and family (88%) (American Express) </li></ul>Atlantis Hotel, Dubai
  5. 7. The Customer is Changing. Is Your Company? The traditional customer is the one we all were as recently as a decade ago.  We bought products and services and based our decisions on utility and price.  We communicated with the companies we were dealing with by letter, phone call, and occasional e-mail, if they had the facility to do that.  But that customer changed because of a social change in the early part of the millennium.  The customer seized control of the business ecosystem and it was never the same .“ ~ Paul Greenberg, Author of CRM at the Speed of Light
  6. 8. Agenda
  7. 10. Product issues are PRODUCT ISSUES Don’t bribe your customers, fix the problem!
  8. 11. “ By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value . Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure .” ~ Gartner Group Dubai desert
  9. 12. Dr. Natalie Petouhoff,
  10. 13. Dr. Natalie Petouhoff,
  11. 18. Hello Ladies! What Would You Do?
  12. 20. Thank You <ul><li>chessmediagroup.com </li></ul><ul><li>[email_address] </li></ul><ul><li>Twitter: @jacobm </li></ul><ul><li>Blog: jmorganmarketing.com </li></ul><ul><li>Free Guide to Understanding </li></ul><ul><li>Social CRM: </li></ul><ul><li>www.chessmediagroup.com/ </li></ul><ul><li>(on resources page and bottom </li></ul><ul><li>Right of home page) </li></ul>
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×