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THE LANGUAGE OF LOVE IN SOCIAL MEDIA
New Rules for Brand Engagement
Social Media Pervasive and Growing
• 700 billion minutes spent on Facebook per month
• 24 hours of content uploaded to YouTube per minute

  Networking
                              Micro-
                             blogging                  Gaming



                                          Content
                Blogging                  Sharing


  Consumer
   Ratings/                                            Location-
                           Aggregation                   based
   Reviews
                                                      Application

               Customer                      Any
                Service                  Discussion
                                         forum on a
                                           blog or
                                          corporate
                                           website
Social Media is Truly a Global Phenomenon

 • Social media usage
   and attitudes quite
   similar
 • Drivers and needs are
   universally human
   characteristics



     “It’s surprising just how similar we are. Even though
       we come from very different backgrounds, we all
      pretty much agree on what we expect out of social
                             media.”
A Three Month Conversation with 400 People


Interviews           Blogs            Facebook            IdeaBlog




Client probes     Consumer blogs     Facebook Group          Global
for marketers'   & digital diaries   for brand trust,   conversation for
perceptions of   for behavior and       influence,        trends and
 social media       attitudinal           impact        cultural nuance
                      mining           exploration         discussion
Two Types of Users: Moderates and Mavens




            MAVENS                         MODERATES
Used Social Media to Study Social Media


 • "Ethnographic-like"
   feel and quality
 • Large pool of "virgin"
   respondents
 • Truly global
   conversation versus
   multinational
The Story
                Consumers in Control

        Marketers Struggling to Deal with the
                    Shift in Balance of Power

Brands Outside Looking In

Success Requires New Relationship-Building Model
What Did We Learn from Marketers?



                                     Brand
                                Engagement and
                                 Commitment
  Ignoring social media,                                     Jumping on the
    staying out of the                                        bandwagon -
          game                                               “must be there”




                             • Listen, uncover needs
                             • Build real relationship
• Risk losing relevance      • Let consumers co-own      • Traditional marketing
  and trust
                              the brand and evangelize     approaches can
• Complete loss of control                                 alienate
• Consumers define the                                   • Risk credibility due to
  brand                                                    lack of relevance
Must Build a Real
Relationship to Succeed
Stages of Brand Engagement




   Focus on      Create Intimacy    Cultivate Trust   Behave Less Like a
Discovery and       and Build          Through         Brand and More
  Attraction     Credentials via   Transparency and     Like a Friend
                  Humanization        Consistency




                ENGAGEMENT and COMMITMENT
Some examples




    Schweppes
     (soft drinks)
 Developed a Facebook
app able to personalize
   facebook profile.
 Objective: to attract
 people on Schweppes
       fanpage.
Some examples




   Mulino Bianco
         (food)
   Created an online
  community including
  both consumers and
people from the company
  working together on
    developing new
  marketing activities.
  Objective: co-create
     brand value.
Key Things to Remember
     Act like a friend
    not a corporation


        Build a relationship
        rather than sell


    Think COMMUNITY
      vs. marketplace
THE LANGUAGE OF LOVE IN SOCIAL MEDIA
Thanks for you attention
The language of love and social media   fire fly millward brown
The language of love and social media   fire fly millward brown

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The language of love and social media fire fly millward brown

  • 1. THE LANGUAGE OF LOVE IN SOCIAL MEDIA New Rules for Brand Engagement
  • 2. Social Media Pervasive and Growing • 700 billion minutes spent on Facebook per month • 24 hours of content uploaded to YouTube per minute Networking Micro- blogging Gaming Content Blogging Sharing Consumer Ratings/ Location- Aggregation based Reviews Application Customer Any Service Discussion forum on a blog or corporate website
  • 3. Social Media is Truly a Global Phenomenon • Social media usage and attitudes quite similar • Drivers and needs are universally human characteristics “It’s surprising just how similar we are. Even though we come from very different backgrounds, we all pretty much agree on what we expect out of social media.”
  • 4. A Three Month Conversation with 400 People Interviews Blogs Facebook IdeaBlog Client probes Consumer blogs Facebook Group Global for marketers' & digital diaries for brand trust, conversation for perceptions of for behavior and influence, trends and social media attitudinal impact cultural nuance mining exploration discussion
  • 5. Two Types of Users: Moderates and Mavens MAVENS MODERATES
  • 6. Used Social Media to Study Social Media • "Ethnographic-like" feel and quality • Large pool of "virgin" respondents • Truly global conversation versus multinational
  • 7. The Story Consumers in Control Marketers Struggling to Deal with the Shift in Balance of Power Brands Outside Looking In Success Requires New Relationship-Building Model
  • 8. What Did We Learn from Marketers? Brand Engagement and Commitment Ignoring social media, Jumping on the staying out of the bandwagon - game “must be there” • Listen, uncover needs • Build real relationship • Risk losing relevance • Let consumers co-own • Traditional marketing and trust the brand and evangelize approaches can • Complete loss of control alienate • Consumers define the • Risk credibility due to brand lack of relevance
  • 9. Must Build a Real Relationship to Succeed
  • 10. Stages of Brand Engagement Focus on Create Intimacy Cultivate Trust Behave Less Like a Discovery and and Build Through Brand and More Attraction Credentials via Transparency and Like a Friend Humanization Consistency ENGAGEMENT and COMMITMENT
  • 11. Some examples Schweppes (soft drinks) Developed a Facebook app able to personalize facebook profile. Objective: to attract people on Schweppes fanpage.
  • 12. Some examples Mulino Bianco (food) Created an online community including both consumers and people from the company working together on developing new marketing activities. Objective: co-create brand value.
  • 13. Key Things to Remember Act like a friend not a corporation Build a relationship rather than sell Think COMMUNITY vs. marketplace
  • 14. THE LANGUAGE OF LOVE IN SOCIAL MEDIA Thanks for you attention