Consumer 2.0Meet the new “Homo Feelgoodonicus”:• is inefficient & unpredictable• is motivated by what makes him/her happy• ignores most of the marketing messages• can decide & buy entirely based on emotions• likes to be social and be part of a community
People 2.0 are “interconnected”The average “interconnected” consumer has +150 followers
Social Technographics (Forrester)Consumers participate monthly in at least one of the indicated activites: Creators (24%) Conversationalists Inactives (17%) (33%) Critics Spectators (70%) (37%) Collectors Joiners (20%) (59%)Introducing The New Social Technographics (Jan 15, 2010 - Forrester)
Threats It‟s probably just a Fad/Hype/Technology Communities are created without my consent We will not be in control anymore! Company processes are not ready Company/employee culture is not ready Our CEO doesn‟t use Facebook… Campaigns without a strategy Starting too late All budget to campaign, not enough left for 1 year of “ongoing dialogue” …Social Media needs a new attitude from all stakeholders!
Opportunities Market research – Authentic Customer Insights Customer Support Contextual marketing / Social CRM Brand Advocates & Brand Ambassadors Product Design Natural SEO Human Resources Developing new business models Sales …You can already start a dialogue for less than 0,2 FTE (Social Media Managers, Conversation Managers, …)
Is Social Media a Fad or Hype? Are “People” a Fad or Hype? Is being “Interconnected” a Fad or Hype? Are their “Conversations” a Fad or Hype?Or is it the biggest change since the Industrial Revolution?
How do communities get started?1. You need a fool to start , he needs the guts to stand alone and look ridicolous2. Must be easy to follow3. First follower transforms the fool into a leader4. Leader shows how to follow5. It’s now about them6. Second follower changes two nuts into a crowd7. New followers need to see the followers as they want to emulate them8. A movement is started!9. It’s no longer risky to join the movement10. Those who didn’t join became the fools
Your Checklist for a succesfull case Fun experience Added ValueYou should offer: Participation Collaboration/Sharing Dialogue/Tool Authentic RelevantYou should be: Positive Honest Trustworthy
Case: Mentos - Enlarged story Checklist OFFER: Fun Experience • MentosAdded Value invested $28.000,- (*) Collaboration • More than 5 M people Participation watched video in 1st month Dialogue/Tool • Estimated value for this „campaign‟: $ 10BE: Checklist million Authentic Relevant Positive (*) Annual marketing budget of 20 million, Mentos: $Honest Trustworthyhttp://www.youtube.com/watch?v=hKoB0MHVBvM
Case: KMDA - Kai Mook Antwerp Zoo Checklist OFFER: Fun Experience Added Value Collaboration Participation Dialogue/Tool Checklist BE: Authentic 8.500 name suggestions Relevant 41.000 registrations for updates, Positive 850.000 unique visitors on baby-elephant.be, Honest massive local and international press attention, Trustworthy 560.000 people watched the birth online, 1.2 million site visits in the birth weekend, 5.000 people signed the online birth register, 22.000 blog comments in the birth weekend. 300.000 visitors (200.000 paying visitors) more than in 2008.
What’s a Brand Advocate?A customer…• who has an outspoken positive perception of a brand• who will talk favorably about a brand to their friends• who can help generate brand awareness• who can influence purchase intentionsThey have always been there …BUT never had much chance to be heard.DIGITAL is their tool
Customers as Brand Advocates Brand Advocates: They like to convert peers Often as well Innovators (2%) & Early Adopters (13%) They express their love for your brand to others (but are not trying to convert others, typically Facebook Fans)
Why are Brand Avocates so interesting? Promotional offers sent by Advocates convert 5 times more (than offers sent by brands) ACTION: Identify and mobilize your Advocates!
Case: Coca-Cola - Happiness AmbassadorsThe campaign “Expedition 206” sent three 20-somethings (selected socialmedia influentials!) to 206 countries and territories where Coca-Cola issold in 2010, stocked with laptops, video cameras, smart phones andplenty of other gadgetry, in order to document for the masses theirsearch for happiness.http://www.expedition206.com
53 percent of advocates(vs 33 percent for consumers) want to be recognized as an individual. Deloitte study
Do brands monitor their reputation today?**Source: 2008 WebKnow Study, Cologne University
Do you react to negative comments?**Source: 2008 WebKnow Study, Cologne University
Case: Toyota - Boosted Conversations They turned up the volume of their response level and created a social media war room that’s staffed with 6 to 8 responders during the crisis.
Toyota case: Some Facts In the first 5 days, over a million people viewed the Digg Dialogg video interview with president, Jim Lentz: “Some of our models, such as Prius, have entrenched communities of enthusiasts with whom we engage, as they’re authentic brand advocates.” “ROI is certainly important to us in the long run, however we don’t plan to wait to define it before advancing initiatives we know are important. Over time we will definitely evaluate our efforts in order to determine how they are impacting key metrics. Those results will become the new benchmarks for future initiatives, and ultimately the foundation for measuring ROI.”http://www.toyotaconversations.com/http://ad-tech.blogs.imediaconnection.com/2010/03/30/370/
Ooops ...We forgot to talk about your most valuable brand influencers … as many companies tend to forget. Big mistake, sorry!
Your employees!The most overlooked segment of potential brand building are your employees!They are out there in the world interacting with people every day (Ogilvy & Mather)
Customers as Brand Advocates Brand Ambassadors: Brand Advocates:Paid employees or receive kind of They like to convert peers financial award to promote a Often as well Innovators (2%) & Early Adopters (13%) brand They express their love for your brand to others (but are not trying to convert others, typically Facebook Fans)
Case Best Buy - Twelpforce Checklist OFFER: Fun Experience Added Value Collaboration Participation Dialogue/Tool Checklist BE: Authentic Relevant Positive Honest Trustworthy
What is makes Mobile so special?QUESTION: Can you please show your mobile?1. Mobile is personal2. Mobile is always carried – the world in my pocket3. Mobile is always on4. Mobile has a built in payment mechanism5. Mobile is there at the point of creative impulse (instant)
Mobile app for Smirnoff bit.ly/smirnoffapp Checklist OFFER: Fun Experience Added Value Collaboration Participation Dialogue/Tool Checklist BE: Authentic Relevant Positive Honest Trustworthy
What’s the sum of Social + Mobile + Loyalty? Loyalty € Social Mobile
8. Location Based Marketing It’s all about relevance
Case – Starbucks: Mayor discounts & Barista badge Checklist OFFER: Fun Experience Added Value Collaboration Participation Dialogue/Tool Checklist BE: Authentic Relevant € Positive Starbucks Honest Barista badge Trustworthy
The boom today: Location Based Services • People- and business-driven • De-centralized models • Bottom-up • Rich experience • Relationship, engagement, loyalty • Social • Incentive-based (badges, coupons, ...) €
Case Thomas Cook – Location Based Service • World Travel Conference • 2000 attendees Checklist OFFER: Fun Experience • How to interact with Added Value attendees? • How to manage? Collaboration • Fast and efficient Participation Dialogue/Tool Checklist BE: • Welcome messages Authentic • Timed announcements Relevant • Departure messages Positive € Honest • 4 interactive zones Trustworthy • Targeted announcements • Real Time Statistics => adaptations
Case: The Coca Cola Village Checklist OFFER: Fun Experience Added Value Collaboration Participation Dialogue/Tool Checklist BE: Authentic Relevant Positive Honest Trustworthy
10 Social Media Guidelines (Phase1:Basic) 1. Start with social media in a very early stage (Listen) 2. Locate your target groups 3. Locate the SM believers within your company (employees) 4. Locate the Brand Ambassadors (employees) 5. Locate Brand Advocates (Consumers) 6. Get support/buy-in from management 7. Check your organisation & processes (SM Guidelines) 8. Define your marketing objective + KPI’s (Awareness, Fidelisation, ...) 9. Set up more professional Monitoring of your MicroSegments 10. Allocate time, resources and budget
Social media shouldn’t be 100% of 1 person’s job,but 1% of 100 people’s jobs
10 Social Media Guidelines (Phase2:Advanced) Once you are ready to ENGAGE & EMPOWER 1. Analyse your listening & monitoring results 2. Build a strategy & roadmap based on the objective/microsegment 3. Build a presence on the main application of your targetgroup 4. Pick up user generated stories 5. Create Added Value content, applications or widgets 6. Boost these stories through communities & networks 7. Empower Brand Ambassadors (Employees) 8. Empower Brand Advocates (Consumers) 9. Consistent 360 degrees presence (Perfect Media Mix) 10. It‟s not about you, it’s about them!
1. Listen Microblogging • Many free tools •Aggregate brand mentions in open content sources, e.g. Blogs • Blogs and forums • Tweets • News feeds • Requires time, resources and Aggregators patience, due to the manual work associated to it
2. Monitor• To listen actively, report and analyse• Measure results, changes and trends• Identify potential crises• Enterprise tools specialise in tracking and measurement• Identify where your target groups are• Learn their language
Measuring Influence Influence Awareness Seed and monitor content on influential destinations Engagement
Measuring Awareness Calculate reach and click-through performance for each source using a combination of tools Influence Awareness Engagement Example: Facebook Insights
Case: Cirque du Soleil – Getting insights1. To promote their 2009 summer campaign, Cirque du Soleil fully relied on social media. Checklist OFFER:2. They listened to their community and used the learned Experience Fun insights to build excitement for future shows. Added Value Collaboration3. Fans and followers were given exclusive content and special discounts. Participation Dialogue Checklist BE: Authentic Relevant Positive Honest Trustworthy
3. Engage • Set up a conversation team • Set up conversation guidelines • Microsegment • Define your objectives • Different strategies/segment • Define action and reaction based on the analysis of data • Respond on questions and complaints • Use customer insight for improvement and innovation • Adapt your roadmap Back
Some other presentations that might interest you : 1. The Power of Brand Advocates http://www.slideshare.net/aslabinck/the-power-of-brand-advocates 2. Social Media in Practice http://www.slideshare.net/aslabinck/social-media-in-practice-day-to-day-examples 3. Conversational Marketing: an Introduction http://www.slideshare.net/aslabinck/conversational-marketing-an-introduction 4. Conversation manager: why you need one http://www.slideshare.net/aslabinck/conversation-manager-why-you-need-one www.twitter.com/LBi_Belgium www.lbigroup.be
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Let’s start the conversation…Antony Slabinck LBi Belgiumantony.firstname.lastname@example.org www.lbigroup.bewww.twitter.com/antonyslabinck www.twitter.com/LBi_Belgium
Backup slides - B2B cases (often protected extranets or not always visually inspiring)
B2B Case: KINAXIS – BlogKinaxis is a supply chain management company and used a range of social media tools toeffectively raise awareness of their services. They decided to take a humorous approach totheir campaign, such as their video series ‘Suitemates, The Late Night Supply Chain Show’and their blog, ‘The 21st Century Supply Chain blog’.Their integrated social mediacampaign combines video,blogging, LinkedIn, Twitter andonline communities to combinetheir fun approach with a realbusiness focus. Kinaxis claimthey received 42,000 leadsfrom the initiative and a 2.7%increase in traffic to their site. http://blog.kinaxis.com/
B2B Case: Dymo – Dealer PortalDYMO Corporation is the leadingmanufacturer of handheld labelmakers & label printers and wanted tobuild a direct & regular contact withtheir resellers.They developed an extranet baseddealer portal using different Loyalty &Social functionalities.Main focus is on creating real addedvalue for the resellers throughproviding all Marketing & CampaignMaterials, very easy E-LearningModules, linking the monthly sales outdata with a Loyalty Program & internalcompetition. http://www.dymoconnect.com
B2B Case: CREE – Website, Facebook, ...CREE, manufacturer of LED technology developed a microsite: “Cree LED revolution”. Thesite features competitions for users, Facebook & Twitter integration and the company blog.The user generated content section ‘cry for help’ features users who submit photos of theirpoorly lit working and living environments. Cree then select a monthly winner who wins freelighting. The microsite design shows how Cree are approaching this.Despite being a B2B brand, thesite has none of the expectedcorporate look and feel and justlooks like a fun place to hangout, while being branded all thetime of course. Their Facebookpage became very active andengaged, commenting andLiking on posts. The photocontest section on their site is agreat example of how they’veopened up the community andare raising awareness of theirproduct to new audiences. http://www.creeledrevolution.com/ https://www.facebook.com/CreeLEDRevolution
B2B Case: Ernst & Young – FacebookErnst & Young invested in a new method for recruitment, turning to Facebook with thelaunch of their Ernst & Young Careers page. Facebook was the ideal platform for this, as therecruitment initiative was primarily aimed at college students, who are arguably the mostproficient and active Facebook users. They’ve amassed an impressive 66.000 Likes on thepage since it was started. Attracting new employees through a platform that resonates withthem instead of trying to attract people to their website through a traditional ad campaign. https://www.facebook.com/ernstandyoungcareers
B2B Case: SCANIA – Social NewsroomSCANIA wanted to look at what they could offer their consumers in a branded online space.Their social newsroom features original content focused within their industry. Differenttypes of content, including a blog and an embedded Flickr gallery, gives something to theirusers that you wouldn’t normally expect from a company of their type or industry.Based on how people are discovering content nowadays, by offering a completely socialexperience. http://www.scanianewsroom.com/
B2B Case: Accenture – Linkedin GroupAccenture focused on building out their LinkedIn group to run their recruitment campaign.They focused initially on building up their company LinkedIn group to amass over 6.800members in what became a very active community. This has grown to generate subgroupswhich are represented by different specialists within Accenture. Their LinkedIn activity hasresulted in employments for the business. http://www.linkedin.com/groups?about=&gid=2301607&trk=anet_ug_grppro