14. Facts about reputation management
More than 70% of 142 global CCOs said their
companies had experienced a reputation threat
in the past 2 years (2012)*
2012 survey of social media risk managers by
Altimeter Group: 66% identified reputation or
brand damage as either a critical or significant
risk
*http://www.webershandwick.com/uploads/news/files/Rising_CCO_IV.pdf
17. Changing Marketing
Why?
Declining Effects of
Traditional Marketing
Model
Increasing
Customer
Power
Decreasing
Customer
Trust
RESPONSE?
Online and
Social Media
Marketing*
* Emphasis on Content Marketing
Engage the
customer
Customer Advocacy
20. Active Social Media Strategies
PR, Direct Marketing, Customer
Service
Reach the Influencers
Customize your offer
Engage the customer in Innovation
21. Changing Marketing
Why?
Declining Effects of
Traditional Marketing
Model
Increasing
Customer
Power
Decreasing
Customer
Trust
Social Media
Marketing
Engage the
customer
Customer Advocacy
23. Changing Marketing
Why?
Declining Effects of
Traditional Marketing
Model
Increasing
Customer
Power
Decreasing
Customer
Trust
Social Media
Marketing
Engage the
customer
Customer Advocacy
24. Active* Customer Advocacy
Help your customers
succeed by giving
them open, honest
and complete
information and help
them find the best
products/services for
them even if they are
not yours.
(Glen Urban)
Take proactive steps
to treat your
customer with
openness, respect
* Next to passive advocacy: Brand advocates
Make your customer
successful
27. Learn about your customers and their needs
Source: The Travel magazine http://www.thetravelmagazine.net/i-4850--flight-stress-what-annoys-you.html
28. And find ways to address their needs
Advocacy Elements:
Simplicity
Benevolence
Transparency
Trustworthiness
29. Conclusions and a few tips
• A study by MIT Sloan Management
Review and Capgemini Consulting finds that
companies now face a digital imperative:
adopt new technologies effectively or face
competitive obsolescence.
• “The rise of the tech-savvy, connected
consumer across all facets of society changes
the expectations consumers have of
companies, regardless of their business”
» Curt Garner, Chief Information Officer at Starbucks.