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Social Business Little surprises around every corner, but nothing dangerous June 2011 – Rick Mans – Social Media Lead
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Social Business Little surprises around every corner, but nothing dangerous
June 2011 – Rick Mans – Social Media Lead
This is a story of an ordinary little boy named Charlie Bucket. He was not faster, or stronger, or more clever than other children. His family was not rich or powerful or well-connected; in fact, they barely had
enough to eat. Charlie Bucket was the luckiest boy in the entire world. He just didn't know it yet.
Consumersahead of business
We’re not in Wonderland
anymore, Alice
Cost savings
Increase Margins
Increase revenues
Impacting business goals
Productivity killers:
meetings and emails
Your most loyal promotor
Use your customers
Analytics
It was never so easy to connect with so many people.
It was never so hard to get somebody’s attention.
How can you connect with your audience and turn them into passionate fans.
From outsider to evangelist
You cannot create a community.
10
It is about your fans.
It is not about you.
9
Know where your (future) fans are.
Go to them.
7
It is not a linear process all the time.
8
Leading by example is key.
6
There is still an offline world.
Do not ignore the old media.
5
Success won’t come overnight.
4
Care about your fans.
Care about every single one of them.
You passionate fans will outperform every marketing department and every agency.
3
Make them an offer they cannot refuse.
Build a relationship.
Be a friend.
2
Don’t be a jerk.
It is not about you.
It is about them.
1
Opportunities
Opportunity Areas
MarketingProduct development
Sales
Production
Service
Turning satisfied customers into successful marketeers
Marketing
Participate in online conversations
Marketing
Let your customers develop and design your next product
Product development
Boost Knowledge Sharing and Creativity
Production
Make Knowledge Work More Efficient
Production
From Short Term Cashing To Long Term Earning
Sales
Relationship First.Transactions Will Follow.
Sales
Reach Out to Your Customers before they complain
Service
Your customer can become your most valued service representative
Service
Relations, not transactions
Consumer evangelisme UpsellTransaction
Awareness Consideration Preference Action Loyalty
Find me Get to know me Hear my story Tell me your story Be me friend
Customer phases
Customer needs
Required activities
Monitoring Reacting Conversing Responding Friending
Use the tools and platformsyour customers are already using
Transformation
Your company is already going through a social transformation
Overview Social Transformation Strategies
Business Areas impacted by Social Transformation Strategies
SMILE Activities
Supporting
Meshing
Interacting
Listening
• Help customers and let customers help themselves and others• Ensure there is a platform for them where they can find you, the brand,
and other customers
• Integrate customer feedback and input in your product cycles• Create a place where customers can provide input on your product and
where they can see the result.
• Start solving real world problems• Create an environment that promotes and enables co creation• Use a platform in which you can interact with your customers
• Doing web care is a good way to get to know what is said about your products
• Give customers a platform on which they can share their thoughts.
Evangelizing• Provide customers a home base with tools so they can promote you /
your products• Create easy promotion kits that can be reused over and over again.
S M I L E
S M I L E
S M I L E
S M I L E
S M I L E
S M I L E
S M I L E
S M I L E
Design principles
Candy is Magical
Changing the default
It changes the product or service
It changes the experience
Why should we share this?
Why should we not share this?
What if customers are enabled for interaction?
Is your service or product you offer sharable?
Get Your Golden Tickets Now
Your contact:
Rick Mans
Phone: +31 6 51 21 01 44E-Mail: [email protected]: http://twitter.com/rickmansLinkedIn: http://nl.linkedin.com/in/rickmans
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