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ROR, #RonR... Build Greater Intimacy. Origami Owl 7.26.14


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Slides from presentation delivered at Origami Owl National Convention
The O2 Experience 2014 #GrowO2
Thursday, July 24, 2014 - Saturday, July 26, 2014

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ROR, #RonR... Build Greater Intimacy. Origami Owl 7.26.14

  1. 1. Change Your Framework—Change Your Future
  2. 2. Welcome to the Age of Influence… where anyone can build an audience and effect change, advocate brands, build relationships, and make a difference.
  3. 3. Fans, Friends, Followers Audience? Or Asset?
  4. 4. One by One…
  5. 5. Social is a facilitator of relationships, it is not the relationship itself!
  6. 6. A “Brand” is what a business does, and a “Reputation” is what people remember and share.
  7. 7. Think REPUTATION, not ranking… CONNECTION, not network… LOYALTY, not celebrity.
  8. 8. JetBlue Gets It! Return on Relationship
  9. 9. Duane Reade Lives It! Return on Relationship
  10. 10. FedEx…No So Much!
  11. 11. Most consumers are inviting you into their living room…
  12. 12. Don’t Ignore the Listeners Embrace social Lurkers... or you will most certainly be sweeping diamonds out with the dust!
  13. 13. In today’s market, REAL trumps PERFECT because real is what creates…
  14. 14. Brand are from Mars, Consumers are from Venus... Brands need to change the way they communicate!
  15. 15. 1. Listen 2. Make it be about THEM 3. Ask “How can I serve you?” 4. Aim for Ongoing Engagement 5. Look People in the Eye Digitally
  16. 16. Listen for “Moments” and Make it Personal
  17. 17. Think like a child... and change your creative mindset to one that works!
  18. 18. When someone asks me… what is the ROI of Social? I ask… what is the ROI of Trust and what is the ROI of Loyalty?
  19. 19. Being Social drives Engagement, Engagement drives Loyalty and Advocacy, and both correlate directly to Increased Sales. ROR (#RonR) = ROI
  20. 20. Engage/Captivate... and make Remarkable
  21. 21. Amplify Customer Experience • Make it better by ”really” listening to them • Put customer convenience first • Be useful, Be interesting… stay clear of one-size-fits all • Empower people to share. (People love sharing!) • Focus on unmet needs, and be one step ahead • Add value in every customer interaction
  22. 22. You know what doesn’t work for a social media strategy? NOT BEING SOCIAL.
  23. 23. @TedRubin Return on Relationship back cover quote… “In the connection economy, trust and relationships are the new currency. It's not a soft thing you do in your spare time, it's the heart and soul of your business.” ~Seth Godin, Author of Tribes