&$*#@@%&*!!!




       your social media
                           by tara ‘missrogue’ hunt
strategy won’t save you
twitter isn’t the answer.
facebook isn’t the answer.
blogs, vlogs, photosharing, text messaging and IM
aren’t the answer.
none of these are guaranteed to
why?

1. social media doesn’t scale


2. social media is only a band-aid


3. social networks are about...being social


4...
1. it doesn’t scale
craigslist.org
“Craigslist gets more traffic than either eBay or
Amazon .com. eBay has more than 16,000
employees. Amazon has more than 20...
craig’s social media strategy #1
craig’s social media strategy #2
Craig understands that what scales is creating a
useful, working site that listens to its users...
"The truth is that a lot of people complain about
craigslist...few of them complain about the
design...They seldom complai...
30 staff members.
30!
number of social media gurus?
0.
2. it’s just a band-aid
http://twitter.com/missrogue/status/5624792674
“We’re not here to replace existing channels
 of communications and customer care...
           (which channels would thos...
“Tip for Rogers: instead of hiring ppl for Twitter,
why not try hiring ppl to answer your phones?”
"For all the good that @comcastcares does on
Twitter in order to help unhappy customers
Comcast is still reviled for its l...
impressive! but wait...
ah...comcast cares is a charity!
results of a more likely search...
@comcastcares is a victim of our nepotism. We
desire to validate ourselves so strongly, that we will
idolize less than lof...
"Customers wouldn’t feel the need to embarrass
us en masse, if our customer service channels
weren’t so completely broken....
why it’s a band-aid

• not everyone that is having trouble with the company is going to be on twitter


• the comcast staf...
3. social networks are about...being social!
we probably don’t need research to tell us this,
but...
“we are wired to connect” Goleman on the findings of his research.
reasons why adults & teens use online networks
                                                              adults   teen...
nowhere even close to the top of that list is the
desire to be sold to...or find interesting new
products to buy...or have ...
our friends’ behaviors influence our behavior
wired mag: 12 sep 09 http://www.wired.com/medtech/health/magazine/17-10/ff_christakis
the social networks aren’t really changing us that
much...

• around the world, studies have shown people maintain between...
4. trust is at an all-time low
Google News
search results
   for articles
       with
   “rebuilding
  trust” in the
 title in 2009:

    4,500
so...who can we trust?
the myth of super-connectors
the realities

• the path of influence is not predictable


• a burst in traffic sent by an influential blog/event is not usu...
discovery                        decision
•   super-nodes/                 •   friends/family
    influencers              ...
in other words...
I may learn about something cool from Tim O’Reilly
(kinda famous dude), but I may actually BUY
something...
buying decision process (AIUAPR)

• awareness - this is where marketing comes into play. Getting the message
  out that a ...
this is all way more complicated than simply
opening a twitter account or making a facebook
fan page...
you should be happy that it’s complicated. it
makes our work MUCH more interesting.
if merely setting up a Facebook page or providing
customer service on Twitter were the answer...
http://www.flickr.com/photos/allaboutgeorge/335788165
where do we begin?
thinking bigger

1. forget ‘social media strategies’ -- think people-centric business strategies


2. forget marketing -- ...
people-centric
social media isn’t a strategy, it’s one of the
communication tools available. It’s a great and
potentially personal tool, ...
think people-centrically instead - for the entire
experience...
not people-centric
•   Thinking about every      •   Trying to get people to
    person as a consumer          ‘fan’ you -...
people-centric
•   Thinking about people in    •   Being less concerned
    a complex manner.               with influencer...
...if it doesn’t help your customers rock first and
foremost, it isn’t people-centric.
creating customer happiness
what makes people happy?

 • autonomy (feeling that your activities are self-chosen and
   self-endorsed)

 • competence (...
rewarding enthusiasts
Influencers                     Enthusiasts

probably haven’t tried your     have tried and LOVE your
         product     ...
rewarding your enthusiasts

(be careful of creating the wrong incentives - too much free stuff and commissions
= trouble)
...
versus




http://www.flickr.com/photos/jurvetson/2829219697/
launch                            learn

  limited time campaign         ongoing process - no end

                       ...
whuffie
whuffie is...

• reputation                  • number of people who know you


• trust                       • number of pe...
whuffie is more complex than trust and may or
may not care about influence, network size and
popularity, but does care about...
people could give a flying snake about brand
consistency or frequency of posting (unless you are
spamming), but they will p...
and
social media?
social media tools are great. they’ve raised the bar
and they’ve empowered customers.
AND we can work them into an overall strategy to
help direct customers make a good buying
decision.
social media tools and AIUAPR

• awareness - help spread the word that our products exist - ‘post this to
  Facebook’, fol...
social media tools and AIUAPR (2)

• attitudes - learning from customer reviews, allowing for customer reviews
  and ratin...
social media won’t make our companies better or
make people love us, however...
we are lucky that these tools allow our customers
to connect, speak out, talk back and share more
readily with their frien...
if we are doing our job right - i.e. thinking people-
centrically, putting happiness first, rewarding
enthusiasts, learning...
Order
                           Whuffie
                           today!



http://www.thewhuffiefactor.com
licensing:




             share/remix/spread ... but don’t forget to attribute.
                    http://slideshare.ne...
contact me:



              Tara ‘missrogue’ Hunt
              horsepigcow@gmail.com
              @missrogue
          ...
Your Social Media Strategy Won't Save You 2
Your Social Media Strategy Won't Save You 2
Your Social Media Strategy Won't Save You 2
Your Social Media Strategy Won't Save You 2
Your Social Media Strategy Won't Save You 2
Your Social Media Strategy Won't Save You 2
Your Social Media Strategy Won't Save You 2
Your Social Media Strategy Won't Save You 2
Your Social Media Strategy Won't Save You 2
Your Social Media Strategy Won't Save You 2
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Your Social Media Strategy Won't Save You 2

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I adjusted my previous Social Media Breakfast presentation for the fall Web 2.0 Expo NYC.

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Your Social Media Strategy Won't Save You 2

  1. 1. &$*#@@%&*!!! your social media by tara ‘missrogue’ hunt strategy won’t save you
  2. 2. twitter isn’t the answer.
  3. 3. facebook isn’t the answer.
  4. 4. blogs, vlogs, photosharing, text messaging and IM aren’t the answer.
  5. 5. none of these are guaranteed to
  6. 6. why? 1. social media doesn’t scale 2. social media is only a band-aid 3. social networks are about...being social 4. trust is at an all-time low
  7. 7. 1. it doesn’t scale
  8. 8. craigslist.org
  9. 9. “Craigslist gets more traffic than either eBay or Amazon .com. eBay has more than 16,000 employees. Amazon has more than 20,000. Craigslist has 30.” sept 2009, wired magazine
  10. 10. craig’s social media strategy #1
  11. 11. craig’s social media strategy #2
  12. 12. Craig understands that what scales is creating a useful, working site that listens to its users...
  13. 13. "The truth is that a lot of people complain about craigslist...few of them complain about the design...They seldom complain about amazing new features they imagine they might possibly want to use, because they are too busy complaining about the simple features they depend on that don't work as well as they'd like. By eliminating marketing, sales, and business development, craigslist's programmers have cut out all the cushioning layers that separate them from the users they serve..." sept 2009, wired
  14. 14. 30 staff members.
  15. 15. 30!
  16. 16. number of social media gurus?
  17. 17. 0.
  18. 18. 2. it’s just a band-aid
  19. 19. http://twitter.com/missrogue/status/5624792674
  20. 20. “We’re not here to replace existing channels of communications and customer care... (which channels would those be?) ...but to complement them.” hmmmmm.... http://twitter.com/RogersMary/status/5628358318
  21. 21. “Tip for Rogers: instead of hiring ppl for Twitter, why not try hiring ppl to answer your phones?”
  22. 22. "For all the good that @comcastcares does on Twitter in order to help unhappy customers Comcast is still reviled for its lousy service." Steven Hodson, The Inquisitor, September 5, 2009
  23. 23. impressive! but wait...
  24. 24. ah...comcast cares is a charity!
  25. 25. results of a more likely search...
  26. 26. @comcastcares is a victim of our nepotism. We desire to validate ourselves so strongly, that we will idolize less than lofty examples.
  27. 27. "Customers wouldn’t feel the need to embarrass us en masse, if our customer service channels weren’t so completely broken." Bob Knorpp, The Beancast
  28. 28. why it’s a band-aid • not everyone that is having trouble with the company is going to be on twitter • the comcast staff on twitter don’t answer every complaint (I checked thru the last 3 days of complaints and only 1/3rd were addressed) • for those they DID answer, many people didn’t engage their ‘Can I help?’ dialogue • competitors also troll for the same keywords and take advantage of this • what happens when customers start asking, “WTF don’t you fix the problem instead of just being my Twitter buddy?”
  29. 29. 3. social networks are about...being social!
  30. 30. we probably don’t need research to tell us this, but...
  31. 31. “we are wired to connect” Goleman on the findings of his research.
  32. 32. reasons why adults & teens use online networks adults teens Stay in touch with friends 89% 91% Make plans with friends 57 72 Make new friends 49 49 Organize with others for an event, issue or cause 43 n/a Make new business or professional contacts 28 n/a Promote yourself or your work 28 n/a Flirt 20 17 http://www.pewinternet.org/topics/Social-Networking.aspx
  33. 33. nowhere even close to the top of that list is the desire to be sold to...or find interesting new products to buy...or have a chit chat with a brand representative...
  34. 34. our friends’ behaviors influence our behavior
  35. 35. wired mag: 12 sep 09 http://www.wired.com/medtech/health/magazine/17-10/ff_christakis
  36. 36. the social networks aren’t really changing us that much... • around the world, studies have shown people maintain between 4 and 7 close friends at any given time • in 2007, Facebook founder, Mark Zuckerberg, discussing the social graph, showed that the average user had about 110 ‘friends’ • social scientists wondered whether the web had changed our ability to have more close friends • Christakis and Fowler analyzed a universities data (students who had 110 average friends) and looked at close vs ‘internet’ friends • Christakis and Fowler found that the average Facebook user actually had 6.6 close friends
  37. 37. 4. trust is at an all-time low
  38. 38. Google News search results for articles with “rebuilding trust” in the title in 2009: 4,500
  39. 39. so...who can we trust?
  40. 40. the myth of super-connectors
  41. 41. the realities • the path of influence is not predictable • a burst in traffic sent by an influential blog/event is not usually sustained • our influences change frequently as do our needs • influence can grow fast or slow, but can disappear fast or slow as well • there is a big difference between ‘DISCOVERY’ and ‘BUYING DECISIONS’
  42. 42. discovery decision • super-nodes/ • friends/family influencers • product reviews (to a • friends/family lesser extent now) • word of mouth • sales agents (influence • branding outcome depends on experience (cool, I’ll remember that - helpful?) for a time when I need • multiple other factors, it) including cost • rarely a purchase • purchase outcome • may be connected to a decision later on close to wide network close network has higher influence influence
  43. 43. in other words... I may learn about something cool from Tim O’Reilly (kinda famous dude), but I may actually BUY something completely different based on the experience and advice of Carol Ellen (BFF).
  44. 44. buying decision process (AIUAPR) • awareness - this is where marketing comes into play. Getting the message out that a product exists. Could be WOM, could be SM, could be an ad. • interest - aka “sexiness” is this something that piques my curiosity? Usually where branding comes into play. • understanding - is it relevant to my needs? what is this all about? Good copy goes a long way, but so does good product design and usability. • attitudes - does it do what it says it does? is it really all that? This is where friends/family come into play as well as consumer reviews. Trust is core here. • purchase - this may take a while if it’s a big ticket item, but the analysis isn’t over yet. User experience is key here. • repeat purchase - loyalty or recommendations to others...if the product hasn’t lived up to it’s expectations, this can really influence attitudes going forward. http://futureobservatory.dyndns.org/9432.htm#AIUAPR
  45. 45. this is all way more complicated than simply opening a twitter account or making a facebook fan page...
  46. 46. you should be happy that it’s complicated. it makes our work MUCH more interesting.
  47. 47. if merely setting up a Facebook page or providing customer service on Twitter were the answer...
  48. 48. http://www.flickr.com/photos/allaboutgeorge/335788165
  49. 49. where do we begin?
  50. 50. thinking bigger 1. forget ‘social media strategies’ -- think people-centric business strategies 2. forget marketing -- think customer happiness 3. forget influencers -- think enthusiasts 4. forget campaigns -- think learning cycles 5. go deeper than trust -- raise whuffie
  51. 51. people-centric
  52. 52. social media isn’t a strategy, it’s one of the communication tools available. It’s a great and potentially personal tool, but don’t stop there.
  53. 53. think people-centrically instead - for the entire experience...
  54. 54. not people-centric • Thinking about every • Trying to get people to person as a consumer ‘fan’ you - celebrate - someone who either you and your consumes or doesn’t company. Making it all consume your product about how awesome your product and/or • Only seeing your service is. customers through the lens of their behaviour • Thinking in terms of around your product or sending the right service signals and reaching the right influencers.
  55. 55. people-centric • Thinking about people in • Being less concerned a complex manner. with influencers and Whether it is buying or more concerned with their personal lives. Not how you can make your slicing to suit a specific customers influential. sales goal. • Listening. Collaborating. • Being concerned about Integrating feedback. serving your existing Learning and innovating customers - helping with all of the great them really rock. Helping feedback and them achieve their goals. interaction.
  56. 56. ...if it doesn’t help your customers rock first and foremost, it isn’t people-centric.
  57. 57. creating customer happiness
  58. 58. what makes people happy? • autonomy (feeling that your activities are self-chosen and self-endorsed) • competence (feeling that you are effective in your activities) • relatedness (feeling a sense of closeness with others) • self-esteem (set-point, or the person’s natural propensity to happiness) from the Journal of Personality and Social Psychology, published by the American Psychological Association (APA).
  59. 59. rewarding enthusiasts
  60. 60. Influencers Enthusiasts probably haven’t tried your have tried and LOVE your product product are really busy and have are dying to get YOUR multiple companies trying to attention get their attention have an audience of various have a sizable audience sizes, but with your help could grow that audience will move onto the next will remain loyal as long as product review tomorrow you rock their world aren’t guaranteed to give have already sung your you a good review praises
  61. 61. rewarding your enthusiasts (be careful of creating the wrong incentives - too much free stuff and commissions = trouble) • refer a friend codes for their blog/twitter followers • thank you note with a small gift • passing along journalists that are doing a story on your company to the enthusiasts • give them a backstage tour of your facility (zappos does this - it’s awesome) • name a feature that came from his/her feedback after him/her • blog a success story about that customer • send a birthday/Christmas/Hanukkah/thank you card
  62. 62. versus http://www.flickr.com/photos/jurvetson/2829219697/
  63. 63. launch learn limited time campaign ongoing process - no end less planning up front and more putting stuff out to lots of planning up front, customers, getting feedback, leading up to the big launch learning, tweaking, rinse, repeat. pull (with a small amount of push push) about customer acquisition about customer satisfaction if the word grows slowly, lots of time for grassroots campaign may be over b4 growing of buzz - and by the people catch wind. time it tips, it’ll be better!
  64. 64. whuffie
  65. 65. whuffie is... • reputation • number of people who know you • trust • number of people you can count on to bring you soup when you are sick • reach • current and potential access to • positive sentiment ideas, talent and resources • influence • saved up favors (reciprocity) • number of people you know • your known accomplishments
  66. 66. whuffie is more complex than trust and may or may not care about influence, network size and popularity, but does care about whether or not you deliver on your promises.
  67. 67. people could give a flying snake about brand consistency or frequency of posting (unless you are spamming), but they will pay attention to consistency in listening, community contributions, relationships and caring...
  68. 68. and social media?
  69. 69. social media tools are great. they’ve raised the bar and they’ve empowered customers.
  70. 70. AND we can work them into an overall strategy to help direct customers make a good buying decision.
  71. 71. social media tools and AIUAPR • awareness - help spread the word that our products exist - ‘post this to Facebook’, following keywords and getting in front of potential customers, search engine optimization, blogging, tweeting, attending social functions/BarCamps, publishing valuable information and reports • interest - focus on design, blogging/tweeting behind the scenes, telling your story, posting videos and photos of our product in action, ‘follow us on twitter’/’become a fan on Facebook’, get involved in the customer community • understanding - good copy/content, posting videos and photos, collecting feedback/having conversations with people who are potential customers
  72. 72. social media tools and AIUAPR (2) • attitudes - learning from customer reviews, allowing for customer reviews and ratings, following keywords to improve/put back into your product, allow people to ask for others’ opinions on social networks, responding to let people know you’re listening, collaboration, making it simple to give feedback • purchase - make it super simple to discover, share and purchase, creating multiple distribution channels, share decisions on social networks, sharing purchases on FB/twitter, posting photos to Flickr, following up with simple return policy • repurchase - creating badges, tell-a-friend referral programs, keeping track of preferences, deep web monitoring of feedback, tracking & recording and putting lessons back into the learning/improving
  73. 73. social media won’t make our companies better or make people love us, however...
  74. 74. we are lucky that these tools allow our customers to connect, speak out, talk back and share more readily with their friends.
  75. 75. if we are doing our job right - i.e. thinking people- centrically, putting happiness first, rewarding enthusiasts, learning not launching and raising whuffie - those connections, conversations and some of that sharing will lead to our success.
  76. 76. Order Whuffie today! http://www.thewhuffiefactor.com
  77. 77. licensing: share/remix/spread ... but don’t forget to attribute. http://slideshare.net/missrogue
  78. 78. contact me: Tara ‘missrogue’ Hunt horsepigcow@gmail.com @missrogue montreal, quebec, canada 514-679-2951 http://www.horsepigcow.com
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