Will You Love Me Tomorrow?

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2010 Breakfast keynote for Publicis Mojo Brisbane #brismojo @sim_on

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Will You Love Me Tomorrow?

  1. 1. Will you love me tomorrow? Relationship tips for the ‘new customer’ #mojobrisWednesday, 10 March 2010
  2. 2. “People overestimate the speed of change and underestimate the scale of change.”Wednesday, 10 March 2010
  3. 3. Tip No. 1 - Know your customerWednesday, 10 March 2010
  4. 4. Social Technographics Publish Web Page Creators Publish or maintain a blog Upload video to sites like Youtube Critics Comments on Blogs Posts ratings and reviews Uses RSS Collectors Tag Web pages Joiners Use social networking sites Read blogs Spectators Watch peer generated media Listen to podcasts None of these actvities Segments include Inactives consumers participating in at least one of the indicated activities monthly Source: ForresterWednesday, 10 March 2010
  5. 5. Which aussies are active?Wednesday, 10 March 2010
  6. 6. Which aussies are active?Wednesday, 10 March 2010
  7. 7. Wednesday, 10 March 2010
  8. 8. ‘consumers’ are AHeAD OF usWednesday, 10 March 2010
  9. 9. IP TrafficWednesday, 10 March 2010
  10. 10. The people of which country spend the most time in social media?Wednesday, 10 March 2010
  11. 11. The people of which country spend the most time in social media? “people in developed countries are spending 82% more time on social media than they were one year ago”Wednesday, 10 March 2010
  12. 12. “we’re mobile” 4.6 (2.6) 36 90%=24x7<1 50/50 3,000,000Wednesday, 10 March 2010
  13. 13. “we’re not always coming to your place” Meet the site-less web i.e. you no longer need a home page to reach an audienceWednesday, 10 March 2010
  14. 14. Wednesday, 10 March 2010
  15. 15. “where we meet matters” Google Place Rank Location- based servicesWednesday, 10 March 2010
  16. 16. Tip No.2 - Share your secrets • Individuals more likely to share information than organisations •Daphne R. Raban and Sheizaf Rafaeli - Center for Study of the Information Society Graduate School of Management University of Haifa Image credit http://www.flickr.com/photos/mcgarry/111003432Wednesday, 10 March 2010
  17. 17. Meet the Mayor of BondiWednesday, 10 March 2010
  18. 18. Meet the Mayor of BondiWednesday, 10 March 2010
  19. 19. Meet the Mayor of BondiWednesday, 10 March 2010
  20. 20. Wednesday, 10 March 2010
  21. 21. Wednesday, 10 March 2010
  22. 22. Wednesday, 10 March 2010
  23. 23. Wednesday, 10 March 2010
  24. 24. Wednesday, 10 March 2010
  25. 25. Wednesday, 10 March 2010
  26. 26. Open-ness “the act of sharing information is an attribute of humanity itself” (Dunbar, 1996).Wednesday, 10 March 2010
  27. 27. Farmers markets and x-ray vision...Wednesday, 10 March 2010
  28. 28. 22Wednesday, 10 March 2010
  29. 29. Tip No. 3 - Be YourselfWednesday, 10 March 2010
  30. 30. Tip No. 4 - Be the best you can be What shapes your trust in a company? How important are these factors to reputation? US 2006 US 2010 Quality Products and Services 53% Transparent and honest practices 83%Attentiveness to customer needs 47% Company I can trust 83% Strong financial performance 42% High quality products or services 79% Fair Pricing 38% Communicates frequently 75% A well known brand 37% Treats employees well 72% Good employee relations 35% Good corporate citizen 64% Socially Responsible 33% Prices fairly 58% Visible CEO 23% Innovator 48% Dialogue with stakeholders 23% Top Leadership 47% Employee/CEO Blogs 12% Financial- Returns 45% Source: Edelmann 2006-2010Wednesday, 10 March 2010
  31. 31. GE- ecomagination • Stakeholder communities driving green innovationWednesday, 10 March 2010
  32. 32. If you don’t like the rules of the game...Wednesday, 10 March 2010
  33. 33. If you don’t like the rules of the game... The duty of directors shall be to act in the best interests of the corporation.Wednesday, 10 March 2010
  34. 34. If you don’t like the rules of the game... The duty of directors shall be to act in the best interests of the corporation. Existing Corporate LawWednesday, 10 March 2010
  35. 35. Re-write them (thanks Bob) The duty of directors shall be to act in the best interests of the corporation... Source: Robert Hinkley, The Coalition for Corporate Citizenship: A Path towards Eliminating Corporate Abuse of the Public InterestWednesday, 10 March 2010
  36. 36. Re-write them (thanks Bob) The duty of directors shall be to act in the best interests of the corporation... ...but not at the expense of the environment, human rights, public health and safety or the welfare of the communities in which the corporation operates. Source: Robert Hinkley, The Coalition for Corporate Citizenship: A Path towards Eliminating Corporate Abuse of the Public InterestWednesday, 10 March 2010
  37. 37. Relationship Tip No. 4 - It’s OK to ask for a little help from your friends 28Wednesday, 10 March 2010
  38. 38. The rise of bottom-up solutionsWednesday, 10 March 2010
  39. 39. FeeDBaCKWednesday, 10 March 2010
  40. 40. Trust in each otherWednesday, 10 March 2010
  41. 41. Wednesday, 10 March 2010
  42. 42. Tip No. 5 - First dates come lastWednesday, 10 March 2010
  43. 43. Tip No. 5 - First dates come last Start Here $$$$$ First Date Second Date Might get lucky Happy! $Wednesday, 10 March 2010
  44. 44. Tip No. 5 - First dates come last Start Here $$$$$ $ First Date Second Date Might get lucky Happy! Tip: invest here first (in customers) $ Start HereWednesday, 10 March 2010
  45. 45. Tip No. 5 - First dates come last Start Here $$$$$ $ First Date Second Date “Flip the funnel*”. “Retention is the Might get lucky new Acquisition”. Happy! Tip: invest here first (in customers) $ Start Here *Source: Joseph Jaffe, Flip the Funnel, Wiley 2010Wednesday, 10 March 2010
  46. 46. Members’ Welcome Virgin Mobile - a strategy based on motivating 1M customers to bring their friends into the fold. Super customer service (treat them like rockstars) and members get benefits. An organisational commitment, not an advertising line.Wednesday, 10 March 2010
  47. 47. C C C C C C C C C C C C C C C C C C B C C C C C C “join the conversation”??Wednesday, 10 March 2010
  48. 48. we’re not like other peopleWednesday, 10 March 2010
  49. 49. Contact Management Email Search Phone Social web C Forums co-browse web self-service feedback chatWednesday, 10 March 2010
  50. 50. CRM gets social *18 Use cases for Social CRM, Altimeter Group 2010Wednesday, 10 March 2010
  51. 51. Speed Dating OK, only with customers Nicola Millard, customer experience futurologist at BT Global Services http://www.research-live.com/4001137.articleWednesday, 10 March 2010
  52. 52. 3 Things to take-away 1. Ask yourself - are we OPEN for business? 2. Consider flipping the funnel 3. Tweet something #mojobris 4. (and If need be, recognise your inner dinosaur).Wednesday, 10 March 2010
  53. 53. Thanks @sim_on simon.morgan@publicismojo.com.auWednesday, 10 March 2010

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