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Social Networks: should we build your own or take advantage of an existing one

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Social Networks: should we build your own or take advantage of an existing one

  1. 1. Social Networks: build your own or use an existing one Joe Leech cxpartners twitter.com :@mrjoe flickr.com/photos/soylentgreen23/3016049933/
  2. 2. Before we desig n anything, we sp end time watching & talkin g to people using tec hnology - In their homes , at work and in the lab 6
  3. 3. Strategy Design User Research • User Experience • Social Media & • Usability Testing Design Communities • Field Work Experience • Information Architecture 6
  4. 4. With some great results… 4
  5. 5. 5
  6. 6. .co.uk 5
  7. 7. Why? 70% of consume rs say they use social n etworks to get informatio n about brands (DEI worldwide) 6 flickr.com/photos/soylentgreen23/3016049933/
  8. 8. www.You.com/ community What should you do? Build your own o r use and existing social n etwork? 7 http://web2list.com/logos/?max_count=100
  9. 9. If you are going to build your own you ne ed to do some research. Is there an existi ng ofline community? Wh at do they want? 8
  10. 10. * This is what eve ryone is afraid o. But in reality rarely happens (I ’ve only seen it 3 times) 9 http://www.rottentomatoes.com/vine/showthread.php?t=497797 via Flamewars.net
  11. 11. It’s oh so quiet... often this is wha t happens, a com munity is nothing without people 10
  12. 12. How do we use existing social networks? 11 http://web2list.com/logos/?max_count=100
  13. 13. Why? 70% of consume rs say They’re already they use social n talking etworks bout you. to get informatio n about brands (DEI worldwide) 12 flickr.com/photos/soylentgreen23/3016049933/
  14. 14. They might be a lready doing more than talk about you. Settin g up twitter accounts to parody organisa tions. 13
  15. 15. tly, irs F en st Li First rule, listen! 14
  16. 16. It’s just nice to know they listen Participants in u ser testing love to b e heard, they like to know their views matter 15
  17. 17. Easyjet not only liste they reply. Custo n, mer service people a re already doing this 16
  18. 18. Often the intiati ve doesn’t come from the to p. Here’s an emplo yee spreading the w ord 17
  19. 19. ly, nd o ec e S ag g n E Next step is to e ngage with people 18
  20. 20. Zappos sell shoe s online in the USA 19
  21. 21. I ♥Zappos 20 http://www.zazlamarr.com/blog/?p=240
  22. 22. I ♥Zappos 21 http://www.zazlamarr.com/blog/?p=240
  23. 23. I ♥Zappos 22 http://www.zazlamarr.com/blog/?p=240
  24. 24. I ♥Zappos Zappos care, an d their customers love this about them! 23 http://www.zazlamarr.com/blog/?p=240
  25. 25. I ♥Zappos ly, ird Th ct A Third rule is Act. It’s one thing listening, then engaging but re acting to customers make s the dierence 24 http://www.zazlamarr.com/blog/?p=240
  26. 26. Joe Leech Principal User Experience Consultant joe.leech@cxpartners.co.uk +44 117 946 3932 listen, engage, A ct.

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