This is a warning speech to wake up advertisers who do not believe that things are really changing. It is also offers a roadmap to start changing their day-to-day operations
social media netnography presentation IBM information on demand, nov 2010Steven Van Belleghem
Word-of-mouth is the key driver of growth. Managing it is the challenge for the future. By observing, facilitating and joining the conversation you can actually lead it. This presentation is about the first step: how to observe conversations on social media.
Tony Koenderman's, Brainstorm 2010: You can run but you can't hide - 19 Oct 2010Mike Abel
I recently opened Tony Koenderman’s Brainstorm 2010 conference with a presentation on the current challenges facing the communications industry. It attempts, uncomfortable as it is, to address some of the real truths both clients and agencies are facing. I have had a lot of requests for this presentation so here it is. I’ve expressly made it relatively self-explanatory, but if there are gaps, apologies for not attaching my speakers notes.
- Mike Abel
Our guide will provide you with a roadmap of the current situation, what this means for brands, and what you can do in the coming months to protect your brand’s vitality.
social media netnography presentation IBM information on demand, nov 2010Steven Van Belleghem
Word-of-mouth is the key driver of growth. Managing it is the challenge for the future. By observing, facilitating and joining the conversation you can actually lead it. This presentation is about the first step: how to observe conversations on social media.
Tony Koenderman's, Brainstorm 2010: You can run but you can't hide - 19 Oct 2010Mike Abel
I recently opened Tony Koenderman’s Brainstorm 2010 conference with a presentation on the current challenges facing the communications industry. It attempts, uncomfortable as it is, to address some of the real truths both clients and agencies are facing. I have had a lot of requests for this presentation so here it is. I’ve expressly made it relatively self-explanatory, but if there are gaps, apologies for not attaching my speakers notes.
- Mike Abel
Our guide will provide you with a roadmap of the current situation, what this means for brands, and what you can do in the coming months to protect your brand’s vitality.
The Art & Science of Internal CommunicationsAJ Thomas
In this deck I share my views on Internal Communications for a presentation at the 2014 NCHRA Young Professionals Summit
Title: The Internal Marketer
Topic: The Art and Science of Internal Communications
Description: Have a big initiative coming up? Implementing a new system or program that you need your stakeholders to buy into? But you are HR! How does that work? Internal marketing is inward facing marketing. Internal marketing is used by marketers to motivate all functions to satisfy customers. Yes, this includes employees!
What you get out of this:
Discover the art and science in internal marketing and communications
Learn internal marketing strategies and techniques that will help gain buy-in at any level in the organization
Learn what foundational channels you must cultivate and develop to ensure you get as much bang as possible in your employee communications
Creating Experiences - Brands, Social, and MoreDarren Herman
Presentation discusses how humans are native to experiences and how social media isn't new but recently amplifies them. Touches also on the creation of brand.
In this session of Entrepreneurship 101, we define the field of marketing and communications, covering the basics of advertising, branding, public relations and social media. We explore the idea of traction, and provide an overview of the 19 different channels and activities that have the potential to move the needle for your business.
Key topics covered: Brand identity, traction, PR and social media.
This guide was prepared for the September 2015 Dpharm Conference in Boston as a catalyst for discussion around disruptive innovation in drug development.
The ideas transfer well to any industry and we invite you to use it next time you are needing fresh thinking.
Organizational Change Management: Game Changer or Flavor of the day?Deepak Babbar
This abstract reflects some of the practical challenges organizations undergoing business and information technology (IT) transformations face in today’s rapidly changing environment. When organizations embark on these large-scale initiatives, increasingly they are adding organizational change management (OCM) to the mix. This is, perhaps, an acknowledgement that previous initiatives have not met the mark because the people side of change was underestimated or not factored in.
6 Essential Elements for Leaders and OrganizationsO.C. Tanner
People in any role have the ability to create great work when they connect, question, collaborate and innovate. Here are 6 things leaders and organizations can do to help this happen.
Presentation given at the Inspire 2009 conference in Bucharest. Originally intended to be titled ´What if there was no TV´, during the preparation we noticed several trends that led us to change the title to Ádvertising is Dead´. Every new technology has a shorter curve from introduction to irritation. It´s time for a new approach, which we call the Attraction Model.
We are available to present at your conference or event too.
How social media is the logical next step in loyalty for Dunck LoyaltycafePolle de Maagt
So, what does the next step in loyalty marketing look like? Here's a short exploration of how things might look and devevlop. With cases from Starbucks, NBC and KLM.
Consumer trends and the way they affect retailAlain Thys
This Slideshare focuses on some of the key consumer trends in the market and the way customer-centric retailers can adapt to them. It is a compilation of presentations Alain Thys gave to groups of retailers in Vilnius (Nov 2013) and Tallinn (March 2014).
Integrating Social Media into the marketing mix. Understanding the changes in the playing field, the consumer and redefining business models and practices.
The Art & Science of Internal CommunicationsAJ Thomas
In this deck I share my views on Internal Communications for a presentation at the 2014 NCHRA Young Professionals Summit
Title: The Internal Marketer
Topic: The Art and Science of Internal Communications
Description: Have a big initiative coming up? Implementing a new system or program that you need your stakeholders to buy into? But you are HR! How does that work? Internal marketing is inward facing marketing. Internal marketing is used by marketers to motivate all functions to satisfy customers. Yes, this includes employees!
What you get out of this:
Discover the art and science in internal marketing and communications
Learn internal marketing strategies and techniques that will help gain buy-in at any level in the organization
Learn what foundational channels you must cultivate and develop to ensure you get as much bang as possible in your employee communications
Creating Experiences - Brands, Social, and MoreDarren Herman
Presentation discusses how humans are native to experiences and how social media isn't new but recently amplifies them. Touches also on the creation of brand.
In this session of Entrepreneurship 101, we define the field of marketing and communications, covering the basics of advertising, branding, public relations and social media. We explore the idea of traction, and provide an overview of the 19 different channels and activities that have the potential to move the needle for your business.
Key topics covered: Brand identity, traction, PR and social media.
This guide was prepared for the September 2015 Dpharm Conference in Boston as a catalyst for discussion around disruptive innovation in drug development.
The ideas transfer well to any industry and we invite you to use it next time you are needing fresh thinking.
Organizational Change Management: Game Changer or Flavor of the day?Deepak Babbar
This abstract reflects some of the practical challenges organizations undergoing business and information technology (IT) transformations face in today’s rapidly changing environment. When organizations embark on these large-scale initiatives, increasingly they are adding organizational change management (OCM) to the mix. This is, perhaps, an acknowledgement that previous initiatives have not met the mark because the people side of change was underestimated or not factored in.
6 Essential Elements for Leaders and OrganizationsO.C. Tanner
People in any role have the ability to create great work when they connect, question, collaborate and innovate. Here are 6 things leaders and organizations can do to help this happen.
Presentation given at the Inspire 2009 conference in Bucharest. Originally intended to be titled ´What if there was no TV´, during the preparation we noticed several trends that led us to change the title to Ádvertising is Dead´. Every new technology has a shorter curve from introduction to irritation. It´s time for a new approach, which we call the Attraction Model.
We are available to present at your conference or event too.
How social media is the logical next step in loyalty for Dunck LoyaltycafePolle de Maagt
So, what does the next step in loyalty marketing look like? Here's a short exploration of how things might look and devevlop. With cases from Starbucks, NBC and KLM.
Consumer trends and the way they affect retailAlain Thys
This Slideshare focuses on some of the key consumer trends in the market and the way customer-centric retailers can adapt to them. It is a compilation of presentations Alain Thys gave to groups of retailers in Vilnius (Nov 2013) and Tallinn (March 2014).
Integrating Social Media into the marketing mix. Understanding the changes in the playing field, the consumer and redefining business models and practices.
Red Deer Chamber of Commerce Social Media 101 SeminarUlistic Inc.
Stuart Crawford from Bulletproof InfoTech, Red Deer leader in Microsoft Small Business solutions shares tips and tricks on Social Media with the Red Deer Chamber of Commerce.
Get involved: What goes around comes around - 1/3Magnus Hultberg
First of three parts for a workshop on social media and branding done in Istanbul in June 2011. This part covers background on social media and why it is so important for business. Other parts are on current trends and how to get started with social media in your business.
Presenstation made at the Bombay Management Association Seminar on How to use Social Media for Business. Grass root level understanding on using Social Media, Case Studies and suggestions on building Social Media Strategies
Integrating Social Media into the marketing mix. Understanding the changes in the playing field, the consumer and redefining business models and practices.
This presentation covers basic concepts, various social media platforms, the exponential growth of social media, case studies on how social media has benefited businesses. Also this presentation lays our a detailed road map on how chartered accountants can use the medium for business purposes
How Chartered Accountants (and other professionals ) can use Social Media for find new business oportunties. Presentation has reference to relevant case studies
The world is facing difficult times. I hope to inspire you all about the impact the crisis may have on customer experience. In this presentation, I share some ideas about the future of customer experience. How will customer experience evolve during and after this corona crisis.
In the deck I work with three strategic pillars to focus your customer experience efforts on: digital convenience, empathy and responsibility.
Technology is changing customer relations rapidly. You see that technology is becoming invisible, technology is creating new experiences for customers, technology is democratizing the world and technology is making customer relations more transparant than ever. These evolutions have a big impact on doing business. In this presentation, I give guidelines for your customer strategy in the day after tomorrow. How to create a future proof customer strategy? It is build on 5 pillars: mobile first, data expertise, platform thinking, boundless experiences and customer collaboration.
Content marketing is still hot. The bad news: many marketers think content marketing is about spamming people on social networks. I disagree with this approach. In this deck, I am sharing my 10 insights on content creation, based on my own experiences and best practices. But this is an unfinished document, I would love to receive input from other people in the field and I'd be happy to add their content tips into this deck.
Digital first really means customer first without compromise. That is what I learned from visiting more than 50 leading companies in this field of expertise. This presentation shows you the key trends of consumer behavior. This is about the consumer in the future. It's about the consumer in 2020. But the real question is how to deal with this customer. And that is where customer centricity comes in. The digital world creates new opportunities to create new experiences for consumers. This deck takes you on this journey
There is an urgent need for an extreme transformation of the customer relationship. Customers live in a world of self service, big data, customer automation and the integration of the online & offline world. If your organization fails to implement the digital relation, your future becomes very uncertain. Succeeding in the digital transformation will not be enough. As a consequence of the digital evolution, there is also a need for the human transformation of your customer relationship. Thinking about the role of humans versus machines, thinking about the role of the warm human touch and considering the power to connect people with people, are the key challenges in this domain. ’When digital becomes human’ is a story about the combination of the digital and the human transformation in your customer strategy. This story will take you on a journey to the future. It is provocative, exciting and scary. Enjoy this amazing view on the future of marketing!
Customer relations are in transformation! Pre-sales, sales & after sales are changing at high speed. Companies need to figure out the current customer journey, the role of self service, their data strategy and much more. In April 2014 I conducted a global study on the future of customer relationships in collaboration with data collection company SSI and translation agency No Problem!. The study looks into all aspects of a modern customer relation. This deck describes the highlights of the study.
Many companies find themselves at a crossroads. The next few years will decide which business models will survive and which will undergo sweeping changes. Technological evolution, the modern consumer and the total market compel us to answer that one crucial question: who is prepared to re-invent their company as well as themselves?
This deckand the accompanying presentation will introduce you to a philosophy that makes it possible for people and organizations to re-invent themselves. The objective is learning how to be relevant and successful in a tumultuous market.
The Future of Customer Service: From Personal, to Self, to Crowd ServiceSteven Van Belleghem
The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other hand there’s a need for economic efficiency. The ultimate challenge for the customer service of the future consists in offering improved customer service at a lower cost.
In the years to come, every company will question its customer processes. Any sensible company will strive to create the ideal combination between efficiency and the perfect customer experience. Players who are only active online, such as Amazon.com and Booking.com, boast a highly efficient customer process. Even though their customers rarely come into contact with actual people they still provide a very satisfactory customer experience. Traditional companies have a history of a personal service burdened with a heavy cost structure.
To avoid overstretching, traditional companies must invest in digitization and in forging a personal (emotional) connection with the customer. Technology is opening up new possibilities in this regard but customers also like personal contact. This combination is shaping the future of customer service: a shift to self-service while still keeping things personal. Also, the service package is expanded by involving the customers themselves in the process. The customer-helps-customer philosophy (crowd service) enables companies to be more efficient and improve their service without losing sight of the human aspect. Fifty-five percent of consumers like the idea of other consumers helping them and 58% are prepared to help others . The customer is ready for crowd service.
This paper was written based on my own research (in collaboration with SSI and translation partner No problem!), desk research and discussions with companies. This paper takes a closer look at new trends and evolutions in the field of customer service.
In September 2013, Steven Van Belleghem and Peter Hinssen organized an inspiration journey to the West Coast of the US. Together with 20 top executives, we visted a large group of companies. In this paper, we wrote down our conclusions of this very inspiring tour.
We learned the power of combining a customer first mentality with a networked organization and a purpose driven culture. Check out our paper to understand all details.
We are living in times where customer loyalty is decreasing. Is it possible to create a strong emotional relationship with your clients. Or even better: can you become Friends with your clients? In this presentation I describe the difficult road to friendship. It is about doing business with the heart and it is about involving people. That combination leads to the strong emotional bond. In the end, this leads to Friends with benefits: more sales, more word-of-mouth and more loyalty. This philosophy is part of the marketing of the future, in my belief. Doing business with and to the heart will become an asset in these modern times.
Consumers want to be in control.The service expectations are increasing day by day. The only solution to meet consumer expectations is a self service solution. The majority of consumers is ready for self service. This report contains the summary of a global research project in which we mapped this trend.
The 2020 consumer is coming fast. Companies need to get ready for a new form of marketing. This presentation describes the capabilities and the organization needed to be successful in 2020.
In his new book, Steven advises companies to become conversation companies. A conversation company is a very consumer oriented company, relying on the power of people and using social media as a perfect partner. The Conversation Company invests in 4 C's to optimize its conversation potential: customer experience, conversation management, content, collaboration. This report gives an update to which extent companies are investing in these 4 dimensions.
Co-creation is a hot topic these days. Involving customers in the decision flow of a brand/company is one of the cool, new ways of doing marketing. In our research we found that some companies go a few steps further. Some succeed in intergrating the voice of the customer in ALL their decision flows. This paper describes the different steps to evolve from a one time co-creation project to structural collaboration.
The Conversation Company is a story about boosting your business by investing in company cutlure, people (internal & external) and social media. A Conversation Company optimizes the conversation potential of an organization.
The traditional advertising model is under pressure. Advertising is evolving towards content marketing: instead of a big bang, campaign-only, approach, companies should evolve to an always-on model in which content plays a very important role.
This paper gives our view on content marketing. See it as a pragmatic way to start with content marketing in your company. This approach is created based on market research our company InSites Consulting conducted during the last year.
Free research report based on a survey among 400 senior managers in UK and USA. Goal was to measure the level of social media integration and the effects social media integration has.
The report gives details about social media adoption, social media integration, barriers to adoption and much more.
2011 was the year in which 'power to the people' became real. Arab spring, London riots and occupy wall street are just a few examples where we have seen the power of people.
This market trend has a big impact on companies. Most companies see this evolution as a danger. I believe that leveraging the power of the people in a positive way is a great opportunity.
Until now, managers have treated consumers in a too opportunistic way. The challenge is to really open up and collaborate with them in a structural way.
This presentation offers you a vision and a framework to leverage the power of the people in a truly positive and open way.
Van de amerikanen wil een technologie om advertising uit te schakelen
Recent literature on WOM has largely emphasized these so called influencers. However, others have challenged this idea poning that “word-of-mouth from celebrities, mavens, connectors, alphas, hubs, transmitters, trendsetters, [...] is always good. But it’s no more powerful or influential than word-of-mouth from that guy [...] sitting next to you on the train” (Balter & Butman, 2005). It is therefore our belief that the first step towards a better measurement of WOMO is not looking at “who is doing something”, but at “what everybody is doing.” Therefore, action rather than persons and their characteristics are situated at the heart of our model.When evaluating a viral campaign it is important to map all different communication that consumers have started. The model distinguishes different levels of online actions in relation to the level of engagement they imply (see figure 1) (Womma, 2005).A first type of actions are receiver actions. These happen whenever people receive and absorb the content of a message about brands, products and services. Online surfers can come in contact with information about brands via two types of channels. They can use selective channels like e-mail where they receive information that is personally addressed. However, they can also find information on public sharing platforms like YouTube, online forums,... A second type of actions are sender actions. This encompasses all actions where people share the information about brands with other people. While forwarding as such is indicative for extended reach of an ad (by definition a key performance indicator) it can crystallize in different actions. “Selective forward” actions happen whenever consumers forward the communication to a focussed and/or limited set of people. In turn there are three formats of this kind of forwarding. In “plain forwarding” no comments or much thinking or acting is added from the part of the sender. “Commented forwarding ” means that the forwarder adds negative, positive, reinforcing or other comments. Finally, forwarders can specifically “target” certain people in their peer group (e.g. only send it to brand lovers or acquaintances they know are in a buying process). A second type of sender action are “sharing forward” actions. These consumers like or dislike the ad so much they post it on a open sharing platform such that anyone else interested can be exposed to the ad. The sender is not interested in reaching close acquaintances but reach as many people as possibleA final type of actions are creator actions. These actions basically imply people contributing content to the add (e.g. filling out there or others’ details to personalize the ad), participate in a contest or play an interactive game or even create a new add.In this research, we want to measure to what extent consumers undertake the different types and subtypes of actions: We believe that some WoMo actions will occur more frequently than others. Because receiver actions are passive actions that do not ask a lot of effort from the consumer, we expect this type of action will be the biggest group. Similarly we hypothesize that although sender actions demand more consumer involvement than receiver actions, they will still occur more frequently than creator actions that require a truly active and passionate consumer. Next, we expect that there will be a difference between selective (e-mail) and sharing online communication channels (online forums, blogs, websites specialized in online movies). We hypothesize that consumers will still have a preference for e-mail communication above other types of communication because they are more familiar with the channel (www.E-scape-reports.com)