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  • 1. Reinventing Marketing g gfor a World ofCustomer Networks@David_RogersConsultant, Speaker, AuthorColumbia Business Schoolwww.davidrogers.biz
  • 2. @david_rogers #TNIYC
  • 3. CustomerCustomer CustomerCustomer Customer Customer 3
  • 4. 4
  • 5. 5
  • 6. 6
  • 7. 7
  • 8. Will YOUR customer be… …your biggest competitor? …or your biggest business driver? 9
  • 9. Mass Marketing Company Customers 10
  • 10. Customer Network Marketing Customer Customer Blogs CommentsCustomer Customer Company p y Forums Customer 11
  • 11. RETHINK the Marketing Funnel Broadcast Customer Networks TV, radio, out-of-door Search, buzz, blogs , Direct mail, b Di t il brochure h Online O li research, user reviews h iProduct test, comparison Social networks, YouTube, local search In-store purchase Group discounts, purchase on-line/in-store/mobile Reward points “Friending” (FB, Twitter, email), customized up-selling Reviews, links, “likes,” social buzz 12
  • 12. What kinds ofproducts, services,& communications… i i…will inspire advocacy incustomer networks?
  • 13. AccessCollaborate Customer Engage Networks Connect Customize 14
  • 14. ACCESSBe faster, be easier,be everywhere be everywhere, always on 15
  • 15. Merry Christmas Greetings
  • 16. ENGAGEBecome a source of valued content 31
  • 17. 33
  • 18. Every company must think like y p ya media company
  • 19. > 80 million views 35
  • 20. 36
  • 21. 37
  • 22. 42
  • 23. CUSTOMIZEMake your offeringadaptable to yourcustomers’ needs 44
  • 24. 20,00020 000 books 1,500,000+ 1 500 000+ books 45 Adapted from “The Long Tail,” Chris Anderson (Hyperion, 2006)
  • 25. 47
  • 26. 48
  • 27. 49
  • 28. 50
  • 29. 51
  • 30. +
  • 31. Roundtable Exercise #1
  • 32. • D Develop an i l innovative event marketing ti t k ti initiative• Use: ACCESS, ENGAGE, or CUSTOMIZE strategy• Choose a company: p y – beverage brand of your choice – OR, an automotive brand ,• Timing: 15 minutes
  • 33. 1.What is your company? (beverage or automotive)2. What is your digital innovation? ACCESS? (mobile on demand QR etc) (mobile, on-demand, QR, ENGAGE? (video, blog, games, apps, etc) Or CUSTOMIZE? (products, service, content, etc.) (p , , , )3.Who is your target audience? (be specific)4.What will your business objectives be? (lead gen, sales, sales brand image etc ) image, etc.)5.Who do you need to make your innovation y y successful? (inside or outside your business)
  • 34. Coffee Break
  • 35. Reinventing Marketing g gfor a World ofCustomer Networks@David_RogersConsultant, Speaker, AuthorColumbia Business Schoolwww.davidrogers.biz
  • 36. AccessCollaborate Customer Engage Networks Connect Customize 63
  • 37. CONNECTBecome a part ofyour customers’ conversations 64
  • 38. Follow the customers…
  • 39. EXPECTED: DISCOVERED:80 thi things t d to do 5 thi things i the in h Social Mediato increase Analysis first 20 minuteslikelihood make the mostguests would positive impactrecommend
  • 40. Dell Ideastorm logo g– linux laptops, servicepro, and…Kids ed laptops (show pictures) 69
  • 41. 73
  • 42. 75
  • 43. COLLABORATEInvite your customers to help build your enterprise 76
  • 44. 81
  • 45. 82
  • 46. 83
  • 47. 84
  • 48. 87
  • 49. Roundtable Exercise #2
  • 50. • D Develop an i l innovative event marketing ti t k ti g initiative• Use: CONNECT or COLLABORATE strategy• Choose a company: – Tourism board for country of your choice – OR, a bank / financial services• Timing: 15 minutes g
  • 51. 1.What is your company? (tourism or financial svc)2. What is your digital innovation? CONNECT? (listening, social networks, ideastorm, private community) Or COLLABORATE? (contribution, contest, open platform, etc.) l tf t )3.Who is your target audience? (be specific)4.What will your business objectives be? (lead gen, sales, brand image, etc.)5.Who5 Who do you need to make your innovation successful? (inside or outside your business)
  • 52. A strategic planning processfor customer networks
  • 53. TECHNOLOGIES ??
  • 54. 1. Objectives 2. 2 Segmentation & Positioning3. Strategy Selection & Ideation 4. Execution 5. Measurement 94
  • 55. Process developed with:
  • 56. 1. Set objectives first Business model innovation (Cisco) Retail Behavior Web l W b sales (Kraft) (Lancôme) Brand positioning (Toyota) OBJECTIVES Market entry !! (Ford) Word-of-mouth (Doritos) Customer service (Comcast) Lead generation (IBM) Product differentiation (iPad)
  • 57. 2. Segmentation & Brand Positioning● Demographic● Pyschographic A “third space” p● Technology use to relax between work and home Athletic aspiration (“Just ( Just do it”) Making your business a best- run b i business
  • 58. 3. Strategy Selection, Ideation, & Concept Testing Map strategies  Ideation &  Strategy  to customers,  selection of  Selection organization,  organization concepts competitors 104
  • 59. 4. Execution & Skill SetsLeverage existing domains Develop new capabilities● Marketing/sales ● Digital production●I T I.T. ● Social media● Product Development ● Idea capture● Operations● Communications● Strategy & Leadership
  • 60. 5. Measurement (four kinds)
  • 61. Audience metrics
  • 62. Channel-specific engagement metrics
  • 63. Universal engagement metrics
  • 64. Financial metrics
  • 65. 3.5m3 5m YouTube views2.7m Twitter impressions38% pre-launch awarenessin target audience100k+ test drives
  • 66. Channel UniversalAudience Financial engagement engagement Social Social Pre-launch media media awareness ? Sales reach engagement Test drives (lead gen) ? Sales Savings ? on mkg spend?
  • 67. A few take-aways…
  • 68. From mass marketing… Company Customers 135
  • 69. …to customer network marketing Customer Customer Blogs CommentsCustomer Customer Company p y Forums Customer 136
  • 70. Customer Customernetworks networksCustomer Customernetworks networks Customer Customer networks networks 137
  • 71. AccessCollaborate Customer Engage Networks Connect Customize 138
  • 72. Thank you.Email for slides: contact@davidrogers.biz3-day exec. program:Oct 24-26, 2012 (Columbia Business School, nyc) 24 26, 139