Engaging the Customer with Social Media

Engaging the Customer Getting it Right with Social Media London, June 4 th , 2009 Anna Pollock CEO, DestiCorp Associate, the Law Firm

www.winningbysharing.net www.agentsofchange.typepad.com

Engaging the Customer With Social Media ,[object Object],[object Object]

Engaging the Customer ,[object Object],[object Object],[object Object]

Social Media: Fashion or Revolution? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Knowledge Management: Another Management Fad? Ponzi and Koenig, Information Research, Vol. 8 No. 1, October 2002 Quality Circles

Fashion or Revolution? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Knowledge Management: Another Management Fad? Ponzi and Koenig, Information Research, Vol. 8 No. 1, October 2002 Total Quality Management

Fashion or Revolution? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Knowledge Management: Another Management Fad? Ponzi and Koenig, Information Research, Vol. 8 No. 1, October 2002 BPR

Acronyms or New Words? Revolution & The Tipping Point…..2007

vs. Wikipedia.org beats Britannica.com

All Good Revolutions Start with a Manifesto ,[object Object],[object Object],[object Object]

When these guys get it……or do they?

Brands need to be their topic of conversation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Google vs Bing Facebook vs MySpace Twitter vs email & chat PC vs Mainframe Analogue vs Digital Caxton vs Scribe Quantum Physics Newtonian Physics Copernicus vs. Holy Church The Nature of Change

Mindset, Worldview Culture Structure IT Why don’t they “get it” ?

Technology & Design ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Corporate Reality ,[object Object]

Corporate Culture ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PUSH MARKETING BASED ON AN OUTMODED INDUSTRIAL PARADIGM Product Position Price Place Promote!

Change as in PHASE or STEP CHANGE

Change as in METAMORPHOSIS or TRANSFORMATION

What do these need to survive? Orders Order Stability Continuity Rules Fear Withholding Information Measurement Incentives Competition

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],What do these have in common?

“ The customer doesn’t sit at the end of a value chain but in the centre of their own galaxy of influence . Customers are the sun in the solar system around which all suppliers and media must orbit” * A Possibly Customer Centric Universe? DestiCorp, 2003

A Possibly Employee Centric Universe? Certainly a Person-Centric Universe!

I don’t want to be sold I do want to be supported in achieving my goal

“ I” have a cycle of need How Engaged Are you as a Brand? Are you there when I need you?

We have always had the power but not the reach Source: www. syedhasan.typepad.com

“ Us Now!” http://vimeo.com/4489849 Excellent One Hour Documentary on Implications of Living In a Networked Society

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Why Dancing with the Customer?

Conclusion ,[object Object],[object Object]

Thank You! ,[object Object],[object Object],[object Object]

Engaging the Customer with Social Media

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Engaging the Customer with Social Media