This document discusses social media planning and strategy development for businesses. It provides an overview of key concepts around social media and outlines a balanced scorecard approach to setting objectives, key performance indicators and initiatives. The document emphasizes engaging customers through social listening and conversations. Case studies demonstrate how some companies have successfully leveraged social media for business benefits like increased sales, customer insight and brand awareness.
Social Media Command Center - What's the Point?Avinash Joshi
All brands today need a social media command center. This deck talks about the use cases of social media command centers - the What of it and also covers a few of the successful ones with brief case studies.
Kinship Social Media Command Center Expertise KINSHIP digital
Building a Social Media Command Centre is a question of strategy and decision-making between the optimum balance of in-house and external resources.
KINSHIP owns, operates, consults, supplements and enhances Social Media Command Centers - our own and those of clients. Our business-focused methodology, combined with our understanding of social strategy and social technologies, ensures a managed outcome within time and budget for new entrants into social media monitoring.
We are also expert in establishing offshore Social Media Command Centres including strategy, design, recruiting, training and managing staff on behalf of clients. We sometimes do this as Build Own Transfer and other times as Build Own Operate for clients.
Follow us @KINSHIPd
Social Media Command Center - Simplify360Simplify360
The objective of this deck is ;
1. To showcase the strength of Simplify360 as a Social
Business Intelligence Platform.
2. To illustrate how you can use Simplify360 across
business functions of an organization.
3. To demonstrate how your organization can benefit from
setting up Social Media Command Center
Data is of no use if you don’t know what to do with it. 2013 will see brands increasingly looking for social media data analysts who understand what to do with big data and how to use it for business results.
Social Media Command Center - What's the Point?Avinash Joshi
The Social Media Command Center helps brands create a social showcase, providing live details about what’s happening on social media. View your social campaigns, events, community, and more with visually engaging displays that highlight conversations, volume, sentiment, geographic hotspots, and a lot more.
Social Media Command Center - What's the Point?Avinash Joshi
All brands today need a social media command center. This deck talks about the use cases of social media command centers - the What of it and also covers a few of the successful ones with brief case studies.
Kinship Social Media Command Center Expertise KINSHIP digital
Building a Social Media Command Centre is a question of strategy and decision-making between the optimum balance of in-house and external resources.
KINSHIP owns, operates, consults, supplements and enhances Social Media Command Centers - our own and those of clients. Our business-focused methodology, combined with our understanding of social strategy and social technologies, ensures a managed outcome within time and budget for new entrants into social media monitoring.
We are also expert in establishing offshore Social Media Command Centres including strategy, design, recruiting, training and managing staff on behalf of clients. We sometimes do this as Build Own Transfer and other times as Build Own Operate for clients.
Follow us @KINSHIPd
Social Media Command Center - Simplify360Simplify360
The objective of this deck is ;
1. To showcase the strength of Simplify360 as a Social
Business Intelligence Platform.
2. To illustrate how you can use Simplify360 across
business functions of an organization.
3. To demonstrate how your organization can benefit from
setting up Social Media Command Center
Data is of no use if you don’t know what to do with it. 2013 will see brands increasingly looking for social media data analysts who understand what to do with big data and how to use it for business results.
Social Media Command Center - What's the Point?Avinash Joshi
The Social Media Command Center helps brands create a social showcase, providing live details about what’s happening on social media. View your social campaigns, events, community, and more with visually engaging displays that highlight conversations, volume, sentiment, geographic hotspots, and a lot more.
Social Media Command Centers (SMCC) or also called Digital Command Centers (DCC), are critical to organizations who want to establish differentiation and attain Competitive Advantage in today's Digital Universe. This short presentation outlines the options available to quickly take advantage of the connected community.
If you have been working in social media for some time, you are already familiar with a Social Business Command Center (sometimes referred to as a Social Media Listening Center). Both Dell and Gatorade were early adopters of command centers and many companies are now starting to follow suit.
Creating a Social Enterprise: Segmentation’s Critical Role in Uncovering Soci...Brandwatch
Insights don’t happen on accident – they’re the process of thoughtful segmentation, designed to answer complex business questions.
At Dell, they have created a business-first approach to uncovering critical insights for customers through social data, which drives change across the entire enterprise.
Amy Barker, Head of Analytics at Brandwatch and Lizz Martinez, Senior Analysts at Dell Digital Business Services, discuss how segmentation leads to more data-driven decision making, how Dell is using insights from social data as a foundation element for building a comprehensive strategy for their clients, and how you can apply segmentation strategies at your company.
Social Media Study 2011 - Formula 1 Report on Consumer SentimentsMindShift Interactive
Formula 1 is all about speed, excitement, and glamour along with a thrill of what lies ahead. As teams and drivers geared up to race at the first ever Formula 1, brands worked towards connecting with their consumers. MindShift Interactive decided to track the event on Social Media and generate insights on how fans, sports enthusiasts, sportsmen, celebrities and brands reacted to this milestone event in India’s sporting calendar.
How to use this report: If you’re keen to understand how to leverage Social Media for your business, would like to understand where businesses need to fill gaps, get an insight into the mindset of consumers on Social Media or if you followed the Formula 1 event and would like to know how it associated with Social Media and brands, this report will be a guide of insights for you.
Presentation from
Serge Hanssens, Advisory Director, PwC Luxembourg, delivered at the Dynamic Business Event organized by Nerea & Microsoft on April 16th 2013 in Luxembourg
It’s tempting for a new enterprise to get tool-heavy by investing in the latest shiny platform that offers one feature the rest don’t. This makes sense: as an enterprise, you want to run as efficiently as possible, using the best tools available. But after a while, an organization can get bogged down in tools, especially an organization that’s trying to scale. In effect, the tools that promise seamlessness can actually hamper efficiency. How do successful organizations streamline their social management? How many tools are too many? Can one tool really do it all?
In this webinar, learn from our experts:
-What to look for in a unified social business management platform.
-Strategies for social management that go beyond tools and platforms
-How to make the tool work for you, instead of you working for the tool
Behind the Curtain: The Wizards of API
Ever wonder how the BrandBowl or Tweetsgiving are able to make sense of mass amounts of data and keep the public informed of real-time results in a fun format? The wizards behind the curtain share how they visualized data for their campaigns and discuss how your organization can do this too.
You can visit Edward Boches at: http://edwardboches.com/
Consumer Technology - Social Listening in a Rapidly Changing IndustryBrandwatch
In our Consumer Technology Report, online conversations are synthesized into relevant insights to understand the current state of the consumer tech industry. Specifically, this report includes:
- The Consumer Technology Social Index
- The Brand-Audience Relationship
- Demographic Analyses of Technology Consumers
- Brand Monitoring Within Product Sectors
- Insights into Consumer and Brand Language
Wondering if your social media initiative is providing value to your organization? Browse through Salesforce Radian6's March 29, 2012 webinar presentation, featuring Dr. Natalie Petouhoff and learn how to take your social media metrics and turn them into valuable information for your business.
Making Dollars and Cents of Social Media: Part 1Todd Van Hoosear
This two part webinar series is hosted by Progress Partner Marketing. Key topics:
1. Social media and the marketing world: What’s new, and why you should care?
2. The evolution of content marketing: The intersection of stories, search and social
3. Eyes vs wallets: The two major social marketing strategies
4. How to measure your awareness-building campaign
5. How to measure your lead generation campaign
6. What’s next: Where is this technology and marketing heading?
Social Media Command Centers (SMCC) or also called Digital Command Centers (DCC), are critical to organizations who want to establish differentiation and attain Competitive Advantage in today's Digital Universe. This short presentation outlines the options available to quickly take advantage of the connected community.
If you have been working in social media for some time, you are already familiar with a Social Business Command Center (sometimes referred to as a Social Media Listening Center). Both Dell and Gatorade were early adopters of command centers and many companies are now starting to follow suit.
Creating a Social Enterprise: Segmentation’s Critical Role in Uncovering Soci...Brandwatch
Insights don’t happen on accident – they’re the process of thoughtful segmentation, designed to answer complex business questions.
At Dell, they have created a business-first approach to uncovering critical insights for customers through social data, which drives change across the entire enterprise.
Amy Barker, Head of Analytics at Brandwatch and Lizz Martinez, Senior Analysts at Dell Digital Business Services, discuss how segmentation leads to more data-driven decision making, how Dell is using insights from social data as a foundation element for building a comprehensive strategy for their clients, and how you can apply segmentation strategies at your company.
Social Media Study 2011 - Formula 1 Report on Consumer SentimentsMindShift Interactive
Formula 1 is all about speed, excitement, and glamour along with a thrill of what lies ahead. As teams and drivers geared up to race at the first ever Formula 1, brands worked towards connecting with their consumers. MindShift Interactive decided to track the event on Social Media and generate insights on how fans, sports enthusiasts, sportsmen, celebrities and brands reacted to this milestone event in India’s sporting calendar.
How to use this report: If you’re keen to understand how to leverage Social Media for your business, would like to understand where businesses need to fill gaps, get an insight into the mindset of consumers on Social Media or if you followed the Formula 1 event and would like to know how it associated with Social Media and brands, this report will be a guide of insights for you.
Presentation from
Serge Hanssens, Advisory Director, PwC Luxembourg, delivered at the Dynamic Business Event organized by Nerea & Microsoft on April 16th 2013 in Luxembourg
It’s tempting for a new enterprise to get tool-heavy by investing in the latest shiny platform that offers one feature the rest don’t. This makes sense: as an enterprise, you want to run as efficiently as possible, using the best tools available. But after a while, an organization can get bogged down in tools, especially an organization that’s trying to scale. In effect, the tools that promise seamlessness can actually hamper efficiency. How do successful organizations streamline their social management? How many tools are too many? Can one tool really do it all?
In this webinar, learn from our experts:
-What to look for in a unified social business management platform.
-Strategies for social management that go beyond tools and platforms
-How to make the tool work for you, instead of you working for the tool
Behind the Curtain: The Wizards of API
Ever wonder how the BrandBowl or Tweetsgiving are able to make sense of mass amounts of data and keep the public informed of real-time results in a fun format? The wizards behind the curtain share how they visualized data for their campaigns and discuss how your organization can do this too.
You can visit Edward Boches at: http://edwardboches.com/
Consumer Technology - Social Listening in a Rapidly Changing IndustryBrandwatch
In our Consumer Technology Report, online conversations are synthesized into relevant insights to understand the current state of the consumer tech industry. Specifically, this report includes:
- The Consumer Technology Social Index
- The Brand-Audience Relationship
- Demographic Analyses of Technology Consumers
- Brand Monitoring Within Product Sectors
- Insights into Consumer and Brand Language
Wondering if your social media initiative is providing value to your organization? Browse through Salesforce Radian6's March 29, 2012 webinar presentation, featuring Dr. Natalie Petouhoff and learn how to take your social media metrics and turn them into valuable information for your business.
Making Dollars and Cents of Social Media: Part 1Todd Van Hoosear
This two part webinar series is hosted by Progress Partner Marketing. Key topics:
1. Social media and the marketing world: What’s new, and why you should care?
2. The evolution of content marketing: The intersection of stories, search and social
3. Eyes vs wallets: The two major social marketing strategies
4. How to measure your awareness-building campaign
5. How to measure your lead generation campaign
6. What’s next: Where is this technology and marketing heading?
Strathclyde MBA: Social Media/Social Business Class Abu Dhabi and Malaysia, M...Hamill Associates Ltd
Slide Set 1 for my forthcoming Strathclyde MBA: Social Media/Social Business Class in Abu Dhabi and Malaysia, May 2013. The main focus of the slides is Social Media and Social Media/Social Business Strategy Development. The slides should be studied together with Slide Set 2 entitled 'From Social Media to Social Business'
Session 1 slides from our Digital Leaders 2-Day Bootcamp, January 2016. The next bootcamp is being held on 14th/15th June - details at www.digital-leaders-bootcamp.eventbrite.co.uk
Our presentation to be delivered at the Scottish Business Exhibition/Export Week Scotland on the 14th and 15th of November. Please see our blog for booking details - www.energise2-0.com The presentation asks whether we need a new approach to Export Support Policy in an increasingly 'connected world' and presents 10 key action points for effective use of digital and social media to support SME internationalisation.
Strathclyde MBA: Social Media/Social Business Class Abu Dhabi and Malaysia, M...Hamill Associates Ltd
Slide Set 2 for my forthcoming Strathclyde MBA: Social Media/Social Business Class in Abu Dhabi and Malaysia, May 2013. The main focus is on the emerging topic of Social Business and should be studied together with Slide Set 1 on Social Media.
Our Keynote presentation at the launch of Glasgow City Council's 'Digital Glasgow Strategy' 18th March, 2013. In the presentation we call for the launch of a Gen C Digital Leadership Programme - a programme that would create high quality career opportunities for our young people; while at the same time improving the international competitiveness of Scottish companies through the strategic use of digital technology.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
FIA officials brutally tortured innocent and snatched 200 Bitcoins of worth 4...jamalseoexpert1978
Farman Ayaz Khattak and Ehtesham Matloob are government officials in CTW Counter terrorism wing Islamabad, in Federal Investigation Agency FIA Headquarters. CTW and FIA kidnapped crypto currency owner from Islamabad and snatched 200 Bitcoins those worth of 4 billion rupees in Pakistan currency. There is not Cryptocurrency Regulations in Pakistan & CTW is official dacoit and stealing digital assets from the innocent crypto holders and making fake cases of terrorism to keep them silent.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Skype Lecture to University of Venice Students, October, 2011
1. Social Media for Sustained Business Growth Dr. Jim Hamill www.energise2-0.com @drjimhamill 17th October, 2011
2. Agenda Part1 Overview of Social Media The ‘Key Things to Remember’ Social Media in Action: Case Examples Part2 Benchmarking Exercise – for your own company or a company of your own choice Benchmark your current social media activities against accepted ‘best practice’. The resulting ‘Strategic Gap’ i.e. the ‘Gap’ that exists between ‘where you are’ and ‘where you could be’, provides a very strong foundation for future strategy development in this area 2
3. Brief Word on Our Approach ‘Social Media Planning Pays’ 3
5. Use a Simplified Balanced Scorecard Will ensure that the social media actions and initiatives you take are fully aligned with and supportive of your overall business goals and objectives; that KPIs are agreed for monitoring and evaluating social media performance, business impact and ROI; and all key success factors are considered, especially the organization, people and resource aspects critical to successful strategy implementation A Scorecard approach can also be very useful for internal and external communications – a simple framework to present social media goals, objectives, key actions and initiatives to colleagues, partners and other stakeholders 5
6. Social Media Balanced Scorecard Not ‘paralysis by analysis’. By providing an agreed framework to follow, the Balanced Scorecard considerably speeds up strategy development and implementation The steps involved can be captured in a Social Media Strategy Map Five key questions to address…… 6
7. Social Media Balanced Scorecard What is the overall social media vision for your organization? What are the key objectives and targets to be achieved? Who are your customers? Key Actions and Initiatives Organisation, Resource and People Issues 7
13. Web 2.0/Social Media Web 2.0 Applications Open source Online Applications/ Web Services Social Network Sites Social Content – Social Bookmarking Blogs or Weblogs Wikis Podcasts/ Vodcasts Virtual Realities Mash Ups RSS Feeds Mobile Web; Internet Telephony Twitter Business Impact Mindset Business Intelligence Customer Insight and Understanding Customer Interaction Enhanced Customer Experience – Rich Internet Applications Reputation Management Sales and Marketing Product Development and R&D e.g. engage and co-create IT/Software/Applications Operations, Internal Processes and HRM Characteristics Communities and Networks Openness Sharing Peering Hosted Services – online applications; the Internet as the platform Interactivity Social Element Mass Collaboration Empowerment Global
19. Key Things to Remember It’s social A key feature is online democracy – with content being provided by the network for the network – represents a fundamental and revolutionary change in online behaviour, expectations and the online customer experience. The end of the ‘read only’ internet Conversations are already taking place relevant to your company/organisation. Are you listening? Power shift Social media empowers customers, empowers the network. Recognizing this shift is the cornerstone of future success Declining effectiveness of traditional approaches Does anyone listen any more? 19
20. Do You Listen? Source: The Future of Advertising, APA, 17/02/09 as published on Slideshare (www.slideshare.com) 20
23. What is Social Media? NOT a broadcast medium. Its about listening to and engaging with customers, partners, your community, your tribe This is something we are not very good at doing. We prefer telling people how good we are 23
24. Key Things to Remember Pull v push Consumers/users decide what information they wish to access New ‘mindsets’ are required Marketing as a conversation with your customers/network– dialogue not broadcasting But this is something that most of us are not very good at doing. We prefer ‘telling’ people SM ‘winners’ and ‘losers’ ‘Winners’ will be those organisations who fully utilise the interactive power of Web 2.0 technology for engaging with and energising customer and network relationships 24
25. Key Things to Remember New performance measures Business success depends on the quality of your customer base; the strength of the relationship you have with quality customers; and your ability to leverage that relationship In a social media era, business success depends on the Quality of your network Relationship strength Ability to leverage Social media monitoring/performance management tools The need for new business/marketing models 25
33. Key Things to Remember The need for new business/marketing models Traditional approach: Product development – Differentiate – Market and Promote - Sell New model based on: Communities, networks, openness, peering, sharing, collaboration, customer empowerment, ‘think and act’ globally Engage and energise ‘Create the Buzz’ 28
35. Business Benefits Market Knowledge Customer Insight and Understanding Customer Interaction Enhanced Customer Experience Business Intelligence Reputation Management 30
36. Business Benefits Improved Sales and Marketing Identify and network with high value, high growth prospects Product Development and R&D e.g. engage and co-create Internal cost savings Improved Operations and Internal Processes Increased ROI 31
37. Potential Business Benefits 5 main areas: Market/Customer Knowledge & Insight Engagement & Reputation Management Enhanced Customer Experience and Loyalty Sales/Marketing Effectiveness, Efficiency and ROI Operations/ Internal Processes (open source and hosted apps) 32
46. The ultimate in comfort, we offer 318 luxuriously elegant rooms and suites.
47. Take a trip. Escape. Go and visit somewhere new and see if we are there… Give in to that irresistible wanderlust. Discovering and staying in the most exceptional hotels in the world has become the modern-day Graal, a game, a quest…40
50. Being a Sofitel hotel we expected something quite 'flashy' unfortunately we were let down. The rooms, although comfortable and clean, were not of the standard we expected and were definately not what we expected after looking at the photos on the hotel's website.
51. Booking my stay via the Sofitel website after a pleasant experience at several other Sofitel locations over the past 2 years with my new job I was looking forward to a 5 star luxury stay after a stressful business trip. My expectations were reasonable, however certainly not met by this hotel42
68. Monitoring the Conversations Use Social Media Monitoring Tools to monitor online conversations relevant to your brand – also for measuring the ‘buzz’ about your brand No or low cost tools such as Google Alerts, Yahoo Pipes, Social Mention, Topsy, IceRocket, Blogscope, Blogpulse and ViralHeat More expensive and sophisticated tools such as Radian6, Alterian SM2, Sysomos Heartbeat and InfegySocialRadar 59
84. Key Questions to Address Do you need to engage with Social Media? What progress has been made benchmarked against industry ‘best practice’, the potential of social media for your business and, more importantly, against the growing expectations of customers? What are the key objectives and targets to be achieved from social media? Are these fully aligned with and supportive of your overall business goals and objectives? Who are your customers? Where do you find them ‘hanging out’ on social media? How can you best engage with them? 75
85. Key Questions to Address What are the main Social Media Actions and Initiatives you need to take – short, medium and longer term? What generic social media strategy should you follow (number of channels used/ depth of engagement in each channel)? For each priority Social Media Channel, what are your core objectives for that channel; what KPIs will be used for measuring on-going channel performance; what are your targets for each KPI; what key tasks are needed to achieve these targets? 76
86. Key Questions to Address Do we have the right organisational ‘culture’ and ‘mindset’ for Social Media? ‘Be social before doing social! Is the right organisational and decision-making structure in place? Has agreement been reached on resource allocation? Who will be responsible for your social media activities? What balance has been agreed between internal and external roles and responsibilities? Who is the Social Media Champion? Do you have agreed Social Media Policies and Guidelines in place covering ‘Proper Use’, ‘Content Management’, ‘Customer Response Times/Quality’ and ‘Legal’ aspects? 77
89. Benchmarking Exercise Benchmark your own company/organisation (or one of your own choice) against the following 10 questions Give yourself a score 1 (poor) – 10 (excellent) Be Honest!!!!! Honest Answers Produce Honest Results!!!!! 80
90. Question 1 How well are you using Social Media Monitoring Tools for listening? Do you have an agreed strategy in place for deriving actionable insights from the online conversations taking place relevant to your business? 81
91. Question 2 Do you have a clear social media vision and strategy? What is it? 82
92. Question 3 Have you documented and communicated the core business objectives to be achieved from Social Media? Have you agreed KPIs (Key Performance Indicators) and targets for each core business objective? 83
93. Question 4 Are your Social Media activities underpinned by a detailed ‘Customer Mapping and Segmentation Analysis’? To what extent are your Social Media activities focused on ‘quality’ customers i.e. high value, high margin, high growth potential customers? Is Social Media in your company driven by the need to build a ‘Quality Customer Base’ i.e. Identify, Acquire, Retain and Grow Quality Customers; or are you wasting valuable time and resource on ‘below zero’ customers (actual and potential)? 84
94. Question 5 Have you agreed the core business objectives, KPIs and targets to be achieved from each priority Social Media Channel? 85
95. Question 6 Are formal procedures in place for monitoring and evaluating Social Media performance and business impact benchmarked against strategic business objectives? 86
96. Question 7 On a scale 1-10, how would you rate the positive business benefits derived from your Social Media activities (1-no or minimal impact; 10 – major positive impact) benchmarked against the full potential 87
97. Question 8 Compared to other companies in your industry, are you a ‘leader’ or ‘laggard’ in your use of Social Media? Do you benchmark your Social Media performance and business impact against industry ‘best practice’, the potential of social media for your business and, more importantly, against the growing expectations of customers? 88
98. Question 9 How well is your company organised and resourced to actively engage with Social Media? Are you a ‘social’ organisation? Are your Social Media activities resourced properly? 89
99. Question 10 Do you have a clear plan in place covering future development of your Social Media activities? 90
100. How did you do? What ‘actionable insight’ did you derive? 91
Editor's Notes
Market Knowledge: Competitors, Suppliers, Buyers, Influencers; Google insight, Google Alerts will provide a view on most companies within an industry. Also, there are a range of blogs and networks where amateurs and professionals will share their knowledge of a market. Customer Insight and Understanding: Listening to customers and prospects through the range of channels they inhabit; comments on YouTube, Networks where they ‘hang out’ Customer Interaction: the tools exist to not only listen and observe but also to discuss and converseBusiness Intelligence: media monitoring, alerts and related analysis tools provide a great source of structured Business Intelligence. You need not pay £600/month for the privilege, SocialMention and Google Alerts can keep you informed where you need to be. Reputation Management: one of the key aspects of web 2.0 is that it is Real Time. You can see and respond to comments as they arise and often, where the response is efficient and effective, create a positive effect. Consider, the Ethiopian Growers that challenged the coffee used by Starbucks in a video posted on YouTube. This video was viewed by 10,000 people. The CEO posted a response within 24 hours on YouTube, the response was viewed by several million.
We believe there is a strong correlation between positive word of mouth, online buzz and sales and marketing. Needless to say there are now numerous means of getting your message out there, growing followers (through sites like Twitter, and energising your customer base). Web 2.0 is immediate and direct. The example I like to use is of a safety harness company based in Edinburgh who considered using a traditional approach to International Sales and Marketing – find an agent, find prospects, etc. An alternative approach we suggested, used LinkedIn to find the Health And Safety Director of the largest Construction Project in the world. Now it is not a leap to suggest filming the harness on YouTube and sending an email with a link saying you are in Saudi Arabia and would he like to meet up. Numerous examples of customer insight and feedback leading to product improvement. Many car companies use Second Life to test their designs. A site called eBags sends out the latest designs to their top raters on the site. Internal cost savings. No 10 Downing Street example…Improved Operations and internal processes. There are applications for literally anything – wikis that compete with licenced intranets, email freeware that is better than Outlook, hosted network sites for £20/month that would cost £thousands to replicate. Increased Return on Investment. The holy grail or the achiles heal of Web 2.0. How do you make money from this thing…there is a growing level of evidence to suggest that it works.