Socialgraphics: digital behaviour targeting


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  • We don’t own all of this data. We want to work with others. Including brand monitoring. You have to be holistic in your customer understanding
  • Socialgraphics: digital behaviour targeting

    1. 1. Understand Your Customers’ Social Behaviors<br />Charlene Li<br />Altimeter Group<br />January 2010<br />1<br />Jeremiah Owyang<br />Altimeter Group<br />#socialgraphics<br />
    2. 2. Research is the foundation of any strategy –without it, you’re just “fondling the hammer.”<br />This webinar (Part 1) will focus on how to use socialgraphics to create your own Engagement Pyramid.<br />Part 2 will focus on developing a social strategy based on goals, and getting your company ready.<br />A 2-part series<br />2<br />
    3. 3. A company who sells ‘snackums’ is trying to reach moms.<br />Brands would find out who has the biggest number of moms, HGTV, Food Network.<br />Apply traditional demographics, and broadcast marketing<br />Yet brands miss out on the specific behaviors of consumers –and their intricate relationships online.<br />The Old Way? Carpet Bombing<br />3<br />
    4. 4. Socialgraphics<br />4<br />Demographic<br />Geographic<br />Psychographic<br />Behavioral<br />Socialgraphic<br />
    5. 5. Where are your customers online?<br />What are your customers’ social behaviors online?<br />What social information or people do your customers rely on?<br />What is your customers’ social influence? Who trusts them?<br />How do your customers use social technologies in the context of your products.<br />Socialgraphics asks key questions<br />5<br />
    6. 6. 90-9-1 Principle<br />6<br />“In social groups, some people actively participate more than others… Social participation tends to follow a 90-9-1 rule where:”<br />
    7. 7. Social technology adoption by consumers is no longer nascent – it’s nearly a mainstream activity.<br />To be accurate in your social strategy, you must know the specific behaviors of your customer base.<br />This updated framework provides a modern approach to social strategy.<br />An updated framework<br />7<br />
    8. 8. The Engagement Pyramid<br />8<br />Curating<br />Producing<br />Commenting<br />Sharing<br />Watching<br />
    9. 9. Watching<br />9<br />Curating<br />Producing<br />Commenting<br />Sharing<br />Watching<br />
    10. 10. What?:Consume content only, e.g. visit social networking sites, read blogs, watch videos, or listen to podcasts<br />Why?: Seeking social-created content to help with making decisions, learning from peers, or entertainment<br />Watching<br />10<br />
    11. 11. Watching<br />11<br />Most people watch videos on YouTube – very few upload.<br />
    12. 12. How to Engage?:<br />First, understand the content that they are currently consuming.<br />Be relevant - what do customers want to read, watch, or hear? <br />Create content that engages Watching, based upon existing habits.<br />Tactics: Engaging Watching<br />12<br />
    13. 13. Sharing<br />13<br />Curating<br />Producing<br />Commenting<br />Sharing<br />Watching<br />
    14. 14. What?: Update status on social sites or Twitter, upload/forward photos, videos, articles, etc.<br />Why?: Want to share the information they have with peers, both to support others, and demonstrate knowledge<br />Sharing<br />14<br />
    15. 15. Sharing<br />15<br />Twitter enables real-time sharing.<br />
    16. 16. Sharing<br />16<br />ShareThis reported a 200% increase in sharing through the ShareThis button in 2009. Overall, sharing is growing. <br />
    17. 17. How to Engage?:<br />Simplify and innovate sharing tools, see “” and “”<br />Advanced should seek Gigya*, Pluck, Kickapps.<br />Recognition and rewards<br />Allow Facebook, LinkedIn and Twitter connect features<br />Tactics: Engaging Sharing<br />17<br />* Disclosure: An Altimeter Group client.<br />
    18. 18. Commenting<br />18<br />Curating<br />Producing<br />Commenting<br />Sharing<br />Watching<br />
    19. 19. What?: Respond to others’ content, for e.g. comment on blogs or news stories, review or rate products<br />Why?: Actively participate, support, or contribute ideas/opinions, but usually one-off’s <br />Commenting<br />19<br />
    20. 20. Commenting<br />20<br />Facebook commenting and “Likes” simplified how users responded to other people’s content.<br />
    21. 21. Commenting<br />21<br />Retail sites encourage ratings and reviews by shoppers.<br />
    22. 22. How to Engage?:<br />Allow every webpage to have commenting features<br />Develop a community policy<br />Foster an open and friendly environment (and discourage spammers and trolls)<br />Seek community vendors like Lithium*, Jive, Mzinga, Awareness, LiveWorld*, Kickapps, Pluck.<br />Tactics: Engaging Commenting<br />22<br />* Disclosure: An Altimeter Group client.<br />
    23. 23. Producing<br />23<br />Curating<br />Producing<br />Commenting<br />Sharing<br />Watching<br />
    24. 24. What?: Create and publish their own content, for e.g. websites, blogs, or podcasts<br />Why?: Want to express identity, own content, be heard, or be recognized<br />Producing<br />24<br />
    25. 25. Producing<br />25<br />
    26. 26. Producing<br />26<br />
    27. 27. How to Engage?:<br />Become a platform for the voice of your customers.<br />Provide public recognition for most helpful community members.<br />Sponsored Discussions: Intel Insiders, Microsoft MVP, Walmart Elevenmoms<br />Note: Understand and abide by FTC Guidelines<br />Tactics: Engaging Producing<br />27<br />
    28. 28. Curating<br />28<br />Curating<br />Producing<br />Commenting<br />Sharing<br />Watching<br />
    29. 29. What?: Moderate or are heavily involved in online communities, for ex. Wikipedia, fan pages, or discussion boards<br />Why?: Invested in success of a product, service, or community, want to give back, or be recognized <br />Curating<br />29<br />
    30. 30. Curating<br />30<br />The Coca-Cola Facebook fan page was started, and continues to be administered, by two regular fans.<br />
    31. 31. Curating<br />31<br />Dell Community Ambassadors help manage and support customer forums.<br />
    32. 32. How to Engage?:<br />Rely on them as trusted advisors, consider them non-paid partners<br />Identify influencers or community builders, recognize them in public.<br />Tactics: Engaging Curating<br />32<br />
    33. 33. Read tweets (Watching)<br />Re-tweet (Sharing)<br />@reply (Commenting)<br />Tweet (Sharing/Producing)<br />#hashtag (Curating)<br />The Twitter Problem<br />33<br />
    34. 34. Engagement Pyramid Data<br />34<br />Source: Global Wave Index Wave 1,, July 2009<br />
    35. 35. Conduct research to identify the social behaviors of your customer base – before you do anything<br />Also identify:<br />Where are they online: Surveys or brand monitoring<br />Who do they trust: Surveys<br />Who do they influence: Survey or brand monitoring<br />How they use these tools in context of your products: Most often surveys.<br />When you first understand your customers, your marketing efforts will naturally unfold.<br />Putting it to work<br />35<br />
    36. 36. 1) Where are your customers online?<br />Action: Don’t aimlessly approach social networks without knowing if they are there, if they are in Hyves, go there.<br />2) What are your customers’ social behaviors online?<br />Action: Which social features should we deploy? Example: if they are commenters, allow them to comment.<br />3) What social information or people do your customers rely on?<br />Action: If they rely on their friends, facilitate a marketing program that encourages customers to share with friends.<br />4) What is your customers’ social influence? Who trusts them?<br />Action: If your customers are trusted by others, highlight your customers in front of their community. Example: Intercontintental Hotel features the photos created by top guests.<br />5) How do your customers use social in regards to your brand?<br />Action: Understand how customers use these tools in researching new products, decision making, and support<br />Socialgraphics makes you actionable<br />36<br />
    37. 37. Situation: A healthy snack food company trying to reach moms, and their goal is to introduce them to a new product called “Snackums”. (fictional)<br />Where are they online today? <br />Use monitoring tools to find hot spots of conversations<br />Use survey to find specific URL locations through and open ended questions<br />Example: The data found that a third of the targeted moms visited Facebook at least weekly, and more than half visited at least monthly.<br />Conduct qualitative analysis to find out what topics moms are talking about.<br />Example: Brand monitoring indicated that the most talked about topic when discussing health foods was price and convenience.<br />What are their online social behaviors?<br />They deployed a survey, and found they are mainly watching and sharing, very few producers<br />But those that are producing are highly involved<br />New Way: Learning about Moms<br />37<br />
    38. 38. Findings: <br />Through the survey, found that most moms don’t talk about the product. <br />However a smaller group did influence those that are watchers,<br />Yet those watchers, don’t share in that greater community, they share it with their immediate friends in Facebook.<br />Action<br />With this, this company was able to identify, who the influencers were, how to reach them, and to spur on word of mouth to the ‘average’ moms reaching a greater segment of customers. <br />Example: Activating Moms<br />38<br />
    39. 39. Understand the socialgraphics of your customers by conducting surveys or obtaining secondary research.<br />You’ll need to get the data from multiple sources –we don’t have all the data.<br />We believe in ‘Open Research’ and we want to share –so the industry can advance together.<br />Couple with your existing profiles or personas of customers, create an engagement pyramid for each persona.<br />Next, identify what social goals your organization will take on (covered in our next webinar).<br />Summary<br />39<br />
    40. 40. Success in the Groundswell <br /> requires Open Leadership<br />40<br />When people get what they need from each other<br />Have the confidence to let go and still inspire results<br />
    41. 41. Thank you<br />41<br />41<br />Charlene Li<br /><br /><br />Twitter: charleneli<br />Jeremiah Owyang<br /><br /><br />Twitter: jowyang<br />Follow the conversation at #socialgraphics<br />Slides and recording will be available at<br />
    42. 42. 42<br />About Us<br />Altimeter Group is a strategy consulting firm that provides companies with a pragmatic approach to disruptive technologies. We have four areas of focus: Leadership and Management, Customer Strategy, Enterprise Strategy, and Innovation and Practice.<br />Visit us at or contact<br />