Groundwell: Winning in a World Transformed by Social Technologies

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A groundswell is rising among your customers. Are you ready?

groundswellRight now, your customers are writing about your products on blogs and recutting your commercials on YouTube. They’re defining you on Wikipedia and ganging up on you in social networking sites like Facebook. These are all elements of a social phenomenon — the groundswell — that has created a permanent, long-lasting shift in the way the world works. Most companies see it as a threat.

You can see it as an opportunity.

In Groundswell, two of Forrester Research's top analysts show you how to turn the force of customers connecting to your own advantage...

To know more click here: http://www.forrester.com/Groundswell/index.html

Published in: Technology

Groundwell: Winning in a World Transformed by Social Technologies

  1. 1. Creating a Coherent Social Strategy for Business Charlene Li & Josh Bernoff Co-authors, Groundswell VPs, Forrester Research groundswell.forrester.com
  2. 2. Businesses expect to participate % of companies adopting Web 2.0 tools in 2008
  3. 3. Web 2.0 approach-avoidance syndrome <ul><li>Symptoms </li></ul><ul><ul><li>Obsessive interest in the blogosphere, Facebook, YouTube, Twitter, FriendFeed . . . </li></ul></ul><ul><ul><li>Excessive salivation upon hearing of successful corporate applications </li></ul></ul><ul><ul><li>Checking TechCrunch and Techmeme hourly </li></ul></ul><ul><ul><li>Increasing nervousness answering bosses’ and colleagues’ questions about “Web 2.0 strategy” </li></ul></ul><ul><ul><li>Asking your teens “What’s up with this MySpace thing?” </li></ul></ul><ul><ul><ul><li>And taking careful notes on the answer </li></ul></ul></ul>
  4. 4. Definition <ul><li>Groundswell A social trend in which people use technologies to get the things they need from each other, rather than from traditional institutions like corporations </li></ul>
  5. 5. Where are you on this scale? Corporatist <ul><li>Online activities must deliver business benefits </li></ul>Purist <ul><li>People are the most powerful force on the Net </li></ul>Pragmatist <ul><li>People are in charge, but corporations can benefit </li></ul>
  6. 6. Theme Objectives are the key to successful social strategy
  7. 7. The four-step approach to the groundswell People Assess your customers’ social activities Objectives Decide what you want to accomplish Strategy Plan for how relationships with customers will change Technology Decide which social technologies to use P O S T
  8. 8. The Social Technographics Ladder Groups include people participating in at least one of the activities monthly. Base: US online adults Source: Forrester Q2 2007 Social Technographics Survey Profile your customers at groundswell.forrester.com Creators Critics Collectors Joiners Spectators Inactives Publish a blog Publish your own Web pages Upload video you created Upload audio/music you created Write articles or stories and post them Post ratings/reviews of products/services Comment on someone else’s blog Contribute to online forums Contribute to/edit articles in a wiki Use RSS feeds Add “tags” to Web pages or photos “ Vote” for Web sites online Maintain profile on a social networking site Visit social networking sites Read blogs Watch video from other users Listen to podcasts Read online forums Read customer ratings/reviews None of the above 18% 25% 12% 25% 48% 44%
  9. 9. Key roles and their groundswell objectives Development Support Sales Marketing Research Groundswell objectives Roles Listening Talking Energizing Supporting Embracing
  10. 10. Listening to dog owners (Del Monte)
  11. 11. A conversation with customers Del Monte: What does your dog eat for breakfast? George: . . . she would definitely want bacon and eggs and she would want ketchup on her eggs. She loves ketchup!!! Del Monte: Would you buy more treats if they had vitamins and minerals as ingredients?” George: I would buy healthier treats over ones that didn’t have vitamins and minerals. . . . I try to look for amino acids and omega 3 and fish oils.
  12. 12. The result: a successful product launch . . .
  13. 13. Let’s talk about tampons
  14. 14. P&G talks with young girls
  15. 15. Brides.com energizes brides
  16. 16. The widget now appears on my page
  17. 17. Supporting front line employees at Best Buy
  18. 18. Starbucks solicits ideas
  19. 19. And then posts on a “blog” to close the loop
  20. 20. Cr é dit Mutuel’s “suggestion box”
  21. 21. ROI of executive blog (year one) $353K Total value $69K Support savings $37K Blog word of mouth $240K Press stories $7K Advertising visibility Value $285K Total costs $170K Content production and review $50K Brand monitoring service $30K Platform and IT $35K Planning and training Cost
  22. 22. Keys to success for pragmatists <ul><li>Start with your customers </li></ul><ul><li>Choose an objective you can measure </li></ul><ul><li>Line up executive backing </li></ul><ul><li>Romance the naysayers </li></ul><ul><li>Start small, think big </li></ul>
  23. 23. Summary <ul><li>Pragmatists bring companies and the groundswell together </li></ul><ul><li>Objectives are the key to successful social strategy </li></ul><ul><li>Use POST to frame your strategy </li></ul><ul><li>Line up backers, and think big </li></ul>
  24. 24. Thank you Charlene Li Josh Bernoff +1 650.581.3833 +1 617.613.5789 [email_address] [email_address] groundswell.forrester.com

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