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Social Media - Who Are Your Best Customers? Are You Listening?


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According to Forrester’s research, in 2009 social media became mainstream reaching critical mass with over 73% of adults. The emergence of the social web (Web 2.0) has given rise to the crowd’s voice and shifted to a symbiotic relationship where business needs to focus on listening.

Learn to identify your best customers and understand how they are redefining your brand experiences through Blogs, Tweets, Facebook, Yelp reviews, YouTube videos and Foursquare flash-mobs. Start making strategic sense of how your customer’s social capital translates to your bottom line. Open up to opportunities by engaging authentically and facilitate a strong, extended relationship with your customers.

Published in: Business, Technology

Social Media - Who Are Your Best Customers? Are You Listening?

  1. Social Media Are you listening? Who Are Your Best Customers? The original “Crasher Squirrel” photo was taken by Melissa and Jackson Brandts in Banff Wednesday, September 30, 2009
  2. < 1996-2001 > Web 1.0 - One to Many Companies pushing content via web to customers © photography by: Chris Coleman [ iceman9294 ] Wednesday, September 30, 2009
  3. shift > Innovation? © photography by: Bichilio Raro Wednesday, September 30, 2009
  4. shift > Innovation = the new constellation of existing ideas redefined © photography by: Michele Gerarduzzi Wednesday, September 30, 2009
  5. Online Social Landscape shift > 100+ Social “Tribes” vie for customer’s daily attention Wednesday, September 30, 2009
  6. shift > Knowing your best customers You need to know their names. Do you? Wednesday, September 30, 2009
  7. Social Media > Are People Just Horsing Around? No! It’s how your customers interact with your company now. Take this ‘Play’ seriously. © photography by: Mark Magnusson Wednesday, September 30, 2009
  8. engage > Listen and learn from customers Is your communication channel LOCKED in old ideas? © photography by: Mark Magnusson Wednesday, September 30, 2009
  9. engage > Web 2.0 - Power to People user generated content via 6º separation Wednesday, September 30, 2009
  10. 2009 users move from voyeurs to contributors Engage Enable Connect Build Relationship Source: 2007, Human Factors International - User Experience inside and out - the strategy of persuasive design 73% engage > in Social Media 50% Maintain profile on social networking sites Wednesday, September 30, 2009
  11. engage > © photography by: Sarah Ribeiro Social Verbs: Participating, Friending, Sharing, Remixing Wednesday, September 30, 2009
  12. Don’t be Sorta Social Kraft - Peanut Butter Art User Generated Content Sharing (limited) No Freinding Not an Holistic Experience Wednesday, September 30, 2009
  13. Why Share Ideas Collaborate with customers to enable new ideas that matter to your audience. © photography by: Chris Coleman [ iceman9294 ] Wednesday, September 30, 2009
  14. Viral video Enabling Conversation Strategically Tactical Transparency Reaches Influencers Wednesday, September 30, 2009
  15. Twitter: Markets = Conversations Reach out to Influencers Wednesday, September 30, 2009
  16. Social Media Benefits Build Brand Awareness & Affinity Build Relationships/Loyalty Share Ideas to Reach Customer’s Expectations Create Consideration Extend Your Audience Measure Success (Products, Services, Marketing) Wednesday, September 30, 2009
  17. enable > Understand the People that Drive Collaborative Technology P eople O bjectives S trategy T echnology E.g. Blogs, Tweets, Facebook, YouTube or Foursquare FlashMobs Wednesday, September 30, 2009
  18. ging • Chatting extend > • Do Brag wn g • loa tin din Ra g • • g Re tin Your -M Vo ix • in g g n i ar • Po Sh st • in ng g gi Social • og Lis Bl te nin g • g • tin ng • Gaming • Compe Wa t c Engine hing • Editing • Pr i Te x t • Active Pulse omo l • tin o Co g • C g • Authenticity in o Be m pa • r g in lin g ai • m S • Affinity ea E rc • hi g ng in l du • he c rti So g • S ng • C • Awareness kin omm Tr a c e n t i n g • Ta g g i n g • Wednesday, September 30, 2009
  19. extend > Trends • Smartphone Apps • Crowdsourcing • Geo-Contextual • Tagging • Video expected • Podcasts Wednesday, September 30, 2009
  20. Be Influenced by your “Influencers” remix your business, collaboratively with customers Wednesday, September 30, 2009
  21. Thank You Continue the conversation via twitter: @MMagnus ( #vancouveram ) Wednesday, September 30, 2009