Building Genuine Relationships Online and Offline Neville Hobson, ABC www.nevillehobson.com May 28, 2009

http://www.onlinemeetingrooms.com/

http://www.flickr.com/photos/thomashawk/27864488/

http://www.flickr.com/photos/sayan51/3233670215/

http://www.flickr.com/photos/beltzner/2462056298/

http://www.flickr.com/photos/npv3605/3213338284/

http://www.edelman.com/trust/2009/

We don’t trust “corporate-speak” We fast-forward our PVRs through the interruptions We pull content that interests us We create our own content, original and mashups We pay close attention to (and are influenced by) word of mouth Consumers, citizens and employees have changed.

We don’t trust “corporate-speak”

We fast-forward our PVRs through the interruptions

We pull content that interests us

We create our own content, original and mashups

We pay close attention to (and are influenced by) word of mouth

http://theconversationprism.com/

http://www.enterprise2dot0.com/

Channels have fragmented Trust is critical Social media have arrived The customer is in control (kind of) Content creation and distribution have been democratized Imperatives: You must reach the new influencers Transparency is required Engage in the conversation or fail to communicate

Channels have fragmented

Trust is critical

Social media have arrived

The customer is in control (kind of)

Content creation and distribution have been democratized

Imperatives:

You must reach the new influencers

Transparency is required

Engage in the conversation or fail to communicate

Listen Learn Engage

Listen

Learn

Engage

Building Genuine Relationships Online and Offline Neville Hobson, ABC www.nevillehobson.com May 28, 2009

Copyright applies to this document - some rights reserved. This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 License. Details: http://creativecommons.org/licenses/by-nc-sa/3.0/ www.nevillehobson.com