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The fluffy science
                       behind creating
                       stuff worth
                       sharing.
                       How not to get distracted by technology
                       while using technology.
© InSites Consulting




                       Polle de Maagt (@polledemaagt) for KLM Social Media Field Days 2011 (#smfdklm)

                                                                                                Conversation readiness   1
Hello. I am Polle de Maagt.
                       I failed in most things during my
                       life (including being a rock star) but am still
                       trying to reach world domination. This time
                       by helping companies change. Change to
                       a company that is about consumers and
                       driving conversations.
                       Guess that makes me a change agent.

                       I was lucky enough to be able to work with
                       some of you on the KLM Surprise case.
                       Thank you so much for that opportunity.
© InSites Consulting




                                                                         Conversation readiness   2
I was invited to tell you something about stuff that
‚works‛ online, stuff that travels through networks
and is, in other words ‚worth sharing‛.
The internet is just a big pile of bla.
Facebook, Twitter, Foursquare, blogs, they’re all interconnected
conversation platforms. Pretty much like your kitchen table.
1) It was never easier to share.
Here we’re celebrating the gold and silver SpinAwards for KLM Surprise last week.
Technology makes it easier than ever to share content and interact.
2) It was never easier to have reach.
Imagine the cost of running this campaign on TV.
3) It was never easier to curate and find (and influence the
consumer journey in the process).
So, what did you think of the Ibis hotel?
That offers some pretty interesting challenges.
TOUCHPOINTS
                                                    Consider the consumer journey.
                                                     What are all relevant contacts
                                                      (touchpoints) you have with
                                                             consumers?




                                                                                          CONTENT + TOUCHPOINTS
                                                                                          What content can you use to enrich
               PEOPLE + TOUCHPOINTS                     Touchpoints                           the different touchpoints?
                    Where do your employees                                                   How can you use different
                interact with consumers and how                                            touchpoints to put a spotlight on
                      can you optimize these                                                         your content?
                           interactions?




                                                  People                      Content
                                                                                                                  CONTENT
             PEOPLE                                                                                        Capitalize on the content you
  What are the different employees,                                                                     already produce. What content do
  fans, positives, negatives, haters                                                                         your employees and fans
   and other stakeholders you can
How to plan and structure for this?
                define?
                                                                                                         produce? How can you leverage
                                                                                                                this and plan for it?
What contact points with consumers and content/people resources do you have?
                                  PEOPLE + CONTENT
How do you plan for quick wins developerspeopletermcontent
                                and longwhich content
                                  Which
                                          and
                                                are
                                                    are
                                                        results? What are the right KPI’s?
                                                     sharers? How can you stimulate
                                                     both to either mine for content or
                                                                build reach?


             InSites Consulting
How to organize for this?
Who manages customer service and webcare? Who is the owner of social media
campaigns? How to organize global and locally?
But that is stuff for another session.
Or let’s discuss on twitter (@polledemaagt) or via email
(polle@insites.eu).
For now: What is stuff worth sharing and engaging in?
In other words: what drives conversations, what travels through networks? And
eventually: what is the stuff that impact buying behavior?
30%

                     20%
                                       Negative versus positive



                                                    20%

        Online versus offline



                                        “Real conversations”



A small word about these conversations.
20% of conversations is online and only 20% of these conversations is a
real conversation. Most online conversations are just reach. Of all these
conversations 70% is positive. RESEARCH BY INSITES CONSULTING.
Why are these conversations so important?
Impact on buying intention and brand
consideration.
People talk about things they like. Let them talk about brand-related
things and you impact sales even more. RESEARCH BY INSITES CONSULTING.
Impact on brand leverage.
There are different factors influencing brand leverage. Conversations is
one. However, conversations are the red line through many of these
elements. RESEARCH BY INSITES CONSULTING.
Conversations in the consumer journey.
Just a quick overview where conversations impact the journey: from
‚being there‛ in pre-purchase till activating to share.
RFM (Recency Frequency Monetary)




                                                                  NPS (Net Promoter Score)



                                   Steven van Belleghem, Sam Berteloot and Polle de Maagt for InSites Consulting
It really isn’t easy and it isn’t exact science.
A lot of the top digital agencies in the world struggle to find criteria to
create stuff worth sharing.
Jung von Matt: Das Bri.
Keeping it simple: Thinking in a common goal, core message and core element.
BBH: What’s the role for communication?
BBH goes even further and questions the role for communication. Isn’t
everything a brand does a form of communication?
CP+B: Talk value
Legendary agency CP+B adds ‘tension’ and ‘talk value’, interesting
criteria to review campaigns.
Boondoggle: engagement thinking
A relatively young agency, Boondoggle brings focus on digital thinking,
making it engaging and shareable.




  Boondoggle creative review criteria
  Strategic level:
  • Cause: In what way is the brand committed to add value to the
     consumer’s lives?
  • Proof: What are the ingredients to bring this to life. What will
     the brand do? What mechanisms can we use? How can we create
     a sustainable story?

  And on a tactical level:
  • PR/Social: In what way is this story worth sharing?
  • Tactical: how can we make it shareable?
  • Conversion: in what way is this converting to leads, sales,
    conversations or relations?
It isn’t rocket science, but it is a bit of science.
My colleagues at InSites Consulting tested over 1300 campaigns
(because, that’s pretty much what we do for a living). This is what they
found.
Impact on buying intention and brand
consideration.
Plan for likeability and brand activation. RESEARCH BY INSITES CONSULTING.
The feeling drives likeability.
Plan for likeability and brand activation.   RESEARCH BY INSITES CONSULTING.
The story creates activation.
Plan for likeability and brand activation.   RESEARCH BY INSITES CONSULTING.
It’s about strategic activation
Planning for drivers, participants and conversations via buzz and
activation. No, this wasn’t an attempt to put as many bullsh*tbingo words
in one sentence ;) RESEARCH BY INSITES CONSULTING.
So, combining both left and right brain approaches:
Let’s make it happen.
Start from a purpose.
Nike started from putting some extra playfullness in people’s lives. Heineken is the
partystarter. It will define your “social voice”.
Stay close to your brand.
Do stuff that is close to the core of your
brand. Not only in your brand
perception, but most importantly, in the
perception of consumers.
Ben & Jerry’s ‘Givolution’ is an
example.
Make it engaging.
Axe fallen angels campaign. Just an excuse to put a picture of a beautiful lady in
my presentation.
Think in gradual engagement.
Think less in campaigns, more in small acts that build over time.
Think in conversion.
The BEST social media case ever: Il Giglio d’Oro turned their Bed & Breakfast into
Italy’s #1 Bed & Breakfast.
Let communications act as conversation manager.
Be the director of your internal and external resources. Delegate and activate
others to join. Manage coherence, reach and KPI’s as a conversation manager.
Appeal to basic emotions and brand emotion.
Emotional connections build a buffer for possible negative experiences. Invest in
emotional connections with your consumer to pro-actively fight possible negatives.
Capitalize on the stuff you’re already doing.
Drive ownership and see what happens within your organization. Like the
Antwerp Zoo did with the birth of Kay Mook: 300K extra visitors.
Service




                             Activate                                            Engage
   Pro-Active




                                                                                                Reactive
                             Facilitate                                        Converse

Plan for both reactive and pro-active approaches.
Not only build webcare, but pro-actively engage to build relationships. I will help
you capitalize in campaigns AND will Sales you when you encounter negatives.
                                      help


                Steven van Belleghem, Sam Berteloot and Polle de Maagt for InSites Consulting
Plan and tweak for world domination: Start with the basics.
What are the hygiene factors to make this work for your organization?
TOUCHPOINTS
                                                    Consider the consumer journey.
                                                     What are all relevant contacts
                                                      (touchpoints) you have with
                                                             consumers?




                                                                                          CONTENT + TOUCHPOINTS
                                                                                          What content can you use to enrich
               PEOPLE + TOUCHPOINTS                     Touchpoints                           the different touchpoints?
                    Where do your employees                                                   How can you use different
                interact with consumers and how                                            touchpoints to put a spotlight on
                      can you optimize these                                                         your content?
                           interactions?




                                                  People                      Content
                                                                                                                  CONTENT
             PEOPLE                                                                                        Capitalize on the content you
  What are the different employees,                                                                     already produce. What content do
  fans, positives, negatives, haters                                                                         your employees and fans
   and other stakeholders you can
Plan and tweak for world domination: Touchpoints, People,
                define?
                                                                                                         produce? How can you leverage
                                                                                                                this and plan for it?
Content.                   PEOPLE + CONTENT
See how you can grow all properties. people are content
                                 Which
                              developers and which are content
                                                     sharers? How can you stimulate
                                                     both to either mine for content or
                                                                build reach?


             InSites Consulting
Plan and tweak for world domination: Pilots for change.
Telenet launched a beta product. Pilots should have intrinsic, learning and change
management KPI’s.
Plan and tweak for world domination: Social power.
Use people within your organization and your ambassadors to help you.
Never underestimate the power of 1.
Plan and tweak for world domination: Measure and tweak. Adopt a
beta culture when engaging online.
Your efforts are never perfect and never finish. Keep learning and tweaking.
Over-the-top-delivery
                                           Makes negative conversations


                                           Over-delivery
                                           Makes positive conversations




          Expectation                      Delivery
                                           Gives no reason to talk




                                           Under-delivery
                                           Makes negative conversations




Be maniacal about managing expectations.
Under-promise, over-deliver in everything you do. Not only towards customers but
also to your colleagues.
On an execution level.
Act human.
Zappos does an amazing job in making
technology invisible and really
understanding consumers.
(Thanks Steven Verbruggen for the tip!)
Think in memes.
Skittles plans in copy. Adidas and Nike add small memes in every spot
they do.
Make it easy to share.
Make it easy to subscribe of share your content via twitter, Facebook or other
social buttons. Example: http://polle.me/ij19j4
Tap into the intrinsic value of the network.
Flair fashion tag makes it easy to ask others what they are wearing by
tagging their clothes in Facebook.
A smart use of Facebook’s tagging feature.
Smart ways of
measuring success.
Try measuring the Net Promoter
Score to see how likely it is that your
colleagues will recommend your
company.
Commit random acts of kindness.
Make it part of your routine. From early birthday wishes to calls. From
using your CEO/manager to randomly surprising customers.
Create stuff
worth sharing.
LinkedIn is extremely
smart in creating
personal, relevant
messages that are
extremely worth sharing.
Create sales promotions worth sharing.
What do you want your consumers to talk about? About pricing or something else?
However, recognize the lead-potential and social buying mechanics.
Helping people helps.
You might be surprised that 11% of all organizations doesn’t answer
customer emails. Even more when you know that exceeding customer
expectations builds loyalty (81% repeats, 63% recommends) and falling
below customer expectations erodes loyalty (5%/71%).
So start helping.
Bring your sales where the customers are.
Bring the sales where your clients are.
The spotlight tactic.
See KLM Surprise, Volkswagen Fun Theory, the Coca Cola Happiness machine and
this one. A small thing worth sharing and putting a spotlight via media.
Think gamification.
How can you make a game out of it? Insert small nudge mechanisms.
Engage and be
positive.
Meet Richard Lennon, book
publisher at Penguin books in
London.
He reaches out and contacts
bloggers and other influentials.
The results? New ideas, new
authors and high advocacy.

In engaging, use smart and
engaging copy.
You can forget most of the fluffy
things I told you in this
presentation.
But please, remember these 3 things.
1)   The internet is a conversation
     network.
     Leverage the social power of the network
     by creating stuff worth sharing.
2)   Stuff worth sharing is a bit of
     science, a bit of creativity.
     Plan for likeability and activation.
3)   Plan. Measure. Test. Improve.
     Repeat.
Read the manual.
Seriously.
Read it.
I hope I was worth sharing.
Send me an email at polle@insites.eu or
find me on twitter at @polledemaagt.
Find the presentation at
http://polle.me/smfdklm
The fluffy science behind creating stuff worth sharing for KLM

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The fluffy science behind creating stuff worth sharing for KLM

  • 1. The fluffy science behind creating stuff worth sharing. How not to get distracted by technology while using technology. © InSites Consulting Polle de Maagt (@polledemaagt) for KLM Social Media Field Days 2011 (#smfdklm) Conversation readiness 1
  • 2. Hello. I am Polle de Maagt. I failed in most things during my life (including being a rock star) but am still trying to reach world domination. This time by helping companies change. Change to a company that is about consumers and driving conversations. Guess that makes me a change agent. I was lucky enough to be able to work with some of you on the KLM Surprise case. Thank you so much for that opportunity. © InSites Consulting Conversation readiness 2
  • 3. I was invited to tell you something about stuff that ‚works‛ online, stuff that travels through networks and is, in other words ‚worth sharing‛.
  • 4. The internet is just a big pile of bla. Facebook, Twitter, Foursquare, blogs, they’re all interconnected conversation platforms. Pretty much like your kitchen table.
  • 5. 1) It was never easier to share. Here we’re celebrating the gold and silver SpinAwards for KLM Surprise last week. Technology makes it easier than ever to share content and interact.
  • 6. 2) It was never easier to have reach. Imagine the cost of running this campaign on TV.
  • 7. 3) It was never easier to curate and find (and influence the consumer journey in the process). So, what did you think of the Ibis hotel?
  • 8. That offers some pretty interesting challenges.
  • 9. TOUCHPOINTS Consider the consumer journey. What are all relevant contacts (touchpoints) you have with consumers? CONTENT + TOUCHPOINTS What content can you use to enrich PEOPLE + TOUCHPOINTS Touchpoints the different touchpoints? Where do your employees How can you use different interact with consumers and how touchpoints to put a spotlight on can you optimize these your content? interactions? People Content CONTENT PEOPLE Capitalize on the content you What are the different employees, already produce. What content do fans, positives, negatives, haters your employees and fans and other stakeholders you can How to plan and structure for this? define? produce? How can you leverage this and plan for it? What contact points with consumers and content/people resources do you have? PEOPLE + CONTENT How do you plan for quick wins developerspeopletermcontent and longwhich content Which and are are results? What are the right KPI’s? sharers? How can you stimulate both to either mine for content or build reach? InSites Consulting
  • 10. How to organize for this? Who manages customer service and webcare? Who is the owner of social media campaigns? How to organize global and locally?
  • 11. But that is stuff for another session. Or let’s discuss on twitter (@polledemaagt) or via email (polle@insites.eu).
  • 12. For now: What is stuff worth sharing and engaging in? In other words: what drives conversations, what travels through networks? And eventually: what is the stuff that impact buying behavior?
  • 13. 30% 20% Negative versus positive 20% Online versus offline “Real conversations” A small word about these conversations. 20% of conversations is online and only 20% of these conversations is a real conversation. Most online conversations are just reach. Of all these conversations 70% is positive. RESEARCH BY INSITES CONSULTING.
  • 14. Why are these conversations so important?
  • 15. Impact on buying intention and brand consideration. People talk about things they like. Let them talk about brand-related things and you impact sales even more. RESEARCH BY INSITES CONSULTING.
  • 16. Impact on brand leverage. There are different factors influencing brand leverage. Conversations is one. However, conversations are the red line through many of these elements. RESEARCH BY INSITES CONSULTING.
  • 17. Conversations in the consumer journey. Just a quick overview where conversations impact the journey: from ‚being there‛ in pre-purchase till activating to share.
  • 18. RFM (Recency Frequency Monetary) NPS (Net Promoter Score) Steven van Belleghem, Sam Berteloot and Polle de Maagt for InSites Consulting
  • 19. It really isn’t easy and it isn’t exact science. A lot of the top digital agencies in the world struggle to find criteria to create stuff worth sharing.
  • 20. Jung von Matt: Das Bri. Keeping it simple: Thinking in a common goal, core message and core element.
  • 21. BBH: What’s the role for communication? BBH goes even further and questions the role for communication. Isn’t everything a brand does a form of communication?
  • 22. CP+B: Talk value Legendary agency CP+B adds ‘tension’ and ‘talk value’, interesting criteria to review campaigns.
  • 23. Boondoggle: engagement thinking A relatively young agency, Boondoggle brings focus on digital thinking, making it engaging and shareable. Boondoggle creative review criteria Strategic level: • Cause: In what way is the brand committed to add value to the consumer’s lives? • Proof: What are the ingredients to bring this to life. What will the brand do? What mechanisms can we use? How can we create a sustainable story? And on a tactical level: • PR/Social: In what way is this story worth sharing? • Tactical: how can we make it shareable? • Conversion: in what way is this converting to leads, sales, conversations or relations?
  • 24. It isn’t rocket science, but it is a bit of science. My colleagues at InSites Consulting tested over 1300 campaigns (because, that’s pretty much what we do for a living). This is what they found.
  • 25. Impact on buying intention and brand consideration. Plan for likeability and brand activation. RESEARCH BY INSITES CONSULTING.
  • 26. The feeling drives likeability. Plan for likeability and brand activation. RESEARCH BY INSITES CONSULTING.
  • 27. The story creates activation. Plan for likeability and brand activation. RESEARCH BY INSITES CONSULTING.
  • 28. It’s about strategic activation Planning for drivers, participants and conversations via buzz and activation. No, this wasn’t an attempt to put as many bullsh*tbingo words in one sentence ;) RESEARCH BY INSITES CONSULTING.
  • 29. So, combining both left and right brain approaches: Let’s make it happen.
  • 30. Start from a purpose. Nike started from putting some extra playfullness in people’s lives. Heineken is the partystarter. It will define your “social voice”.
  • 31. Stay close to your brand. Do stuff that is close to the core of your brand. Not only in your brand perception, but most importantly, in the perception of consumers. Ben & Jerry’s ‘Givolution’ is an example.
  • 32. Make it engaging. Axe fallen angels campaign. Just an excuse to put a picture of a beautiful lady in my presentation.
  • 33. Think in gradual engagement. Think less in campaigns, more in small acts that build over time.
  • 34. Think in conversion. The BEST social media case ever: Il Giglio d’Oro turned their Bed & Breakfast into Italy’s #1 Bed & Breakfast.
  • 35. Let communications act as conversation manager. Be the director of your internal and external resources. Delegate and activate others to join. Manage coherence, reach and KPI’s as a conversation manager.
  • 36. Appeal to basic emotions and brand emotion. Emotional connections build a buffer for possible negative experiences. Invest in emotional connections with your consumer to pro-actively fight possible negatives.
  • 37. Capitalize on the stuff you’re already doing. Drive ownership and see what happens within your organization. Like the Antwerp Zoo did with the birth of Kay Mook: 300K extra visitors.
  • 38. Service Activate Engage Pro-Active Reactive Facilitate Converse Plan for both reactive and pro-active approaches. Not only build webcare, but pro-actively engage to build relationships. I will help you capitalize in campaigns AND will Sales you when you encounter negatives. help Steven van Belleghem, Sam Berteloot and Polle de Maagt for InSites Consulting
  • 39. Plan and tweak for world domination: Start with the basics. What are the hygiene factors to make this work for your organization?
  • 40. TOUCHPOINTS Consider the consumer journey. What are all relevant contacts (touchpoints) you have with consumers? CONTENT + TOUCHPOINTS What content can you use to enrich PEOPLE + TOUCHPOINTS Touchpoints the different touchpoints? Where do your employees How can you use different interact with consumers and how touchpoints to put a spotlight on can you optimize these your content? interactions? People Content CONTENT PEOPLE Capitalize on the content you What are the different employees, already produce. What content do fans, positives, negatives, haters your employees and fans and other stakeholders you can Plan and tweak for world domination: Touchpoints, People, define? produce? How can you leverage this and plan for it? Content. PEOPLE + CONTENT See how you can grow all properties. people are content Which developers and which are content sharers? How can you stimulate both to either mine for content or build reach? InSites Consulting
  • 41. Plan and tweak for world domination: Pilots for change. Telenet launched a beta product. Pilots should have intrinsic, learning and change management KPI’s.
  • 42. Plan and tweak for world domination: Social power. Use people within your organization and your ambassadors to help you. Never underestimate the power of 1.
  • 43. Plan and tweak for world domination: Measure and tweak. Adopt a beta culture when engaging online. Your efforts are never perfect and never finish. Keep learning and tweaking.
  • 44. Over-the-top-delivery Makes negative conversations Over-delivery Makes positive conversations Expectation Delivery Gives no reason to talk Under-delivery Makes negative conversations Be maniacal about managing expectations. Under-promise, over-deliver in everything you do. Not only towards customers but also to your colleagues.
  • 45. On an execution level.
  • 46. Act human. Zappos does an amazing job in making technology invisible and really understanding consumers. (Thanks Steven Verbruggen for the tip!)
  • 47. Think in memes. Skittles plans in copy. Adidas and Nike add small memes in every spot they do.
  • 48. Make it easy to share. Make it easy to subscribe of share your content via twitter, Facebook or other social buttons. Example: http://polle.me/ij19j4
  • 49. Tap into the intrinsic value of the network. Flair fashion tag makes it easy to ask others what they are wearing by tagging their clothes in Facebook. A smart use of Facebook’s tagging feature.
  • 50. Smart ways of measuring success. Try measuring the Net Promoter Score to see how likely it is that your colleagues will recommend your company.
  • 51. Commit random acts of kindness. Make it part of your routine. From early birthday wishes to calls. From using your CEO/manager to randomly surprising customers.
  • 52. Create stuff worth sharing. LinkedIn is extremely smart in creating personal, relevant messages that are extremely worth sharing.
  • 53. Create sales promotions worth sharing. What do you want your consumers to talk about? About pricing or something else? However, recognize the lead-potential and social buying mechanics.
  • 54. Helping people helps. You might be surprised that 11% of all organizations doesn’t answer customer emails. Even more when you know that exceeding customer expectations builds loyalty (81% repeats, 63% recommends) and falling below customer expectations erodes loyalty (5%/71%). So start helping.
  • 55. Bring your sales where the customers are. Bring the sales where your clients are.
  • 56. The spotlight tactic. See KLM Surprise, Volkswagen Fun Theory, the Coca Cola Happiness machine and this one. A small thing worth sharing and putting a spotlight via media.
  • 57. Think gamification. How can you make a game out of it? Insert small nudge mechanisms.
  • 58. Engage and be positive. Meet Richard Lennon, book publisher at Penguin books in London. He reaches out and contacts bloggers and other influentials. The results? New ideas, new authors and high advocacy. In engaging, use smart and engaging copy.
  • 59. You can forget most of the fluffy things I told you in this presentation. But please, remember these 3 things.
  • 60. 1) The internet is a conversation network. Leverage the social power of the network by creating stuff worth sharing.
  • 61. 2) Stuff worth sharing is a bit of science, a bit of creativity. Plan for likeability and activation.
  • 62. 3) Plan. Measure. Test. Improve. Repeat.
  • 64. I hope I was worth sharing. Send me an email at polle@insites.eu or find me on twitter at @polledemaagt. Find the presentation at http://polle.me/smfdklm