Social CRM

SOCIAL MEDIA AND THE NEW CRM

Hessie JonesDue North Communications

Tuesday, June 14, 2011

TRADITIONAL ENGAGEMENT MODEL

The institutions traditionally defined and controlled the Brand.

But traditional marketers are realizing that product sales were not necessarily the result of messaging from the marketers to the consumer….


NEW PARADIGMS

Visit My Facebook Profile

Read My Blog

Search for Reviews I Wrote

Participate in a Community Conversation

Read My Tweets

Traditional Conversations Digital Conversations

Ask Me Directly

SOCIAL NETWORKING

The game is changing…social computing has made it easier to amplify conversation and influence…..


Access Proliferation has put Consumers in Control of How, When and What Kind of Media they Consume


DIGITAL EVOLUTION

Old Media

Mass Media Niche Media

Rea

ch


DIGITAL EVOLUTION

New Media

Mass Media Niche Media

Rea

ch


How long does it take to reach 50 million users?

Radio: 38 years TV: 13 years

Facebook added 200 million users in less than a year

Internet: 4 years!

iPod: 3 years


Social Media is Impacting Corporate Messaging

Social Media is Impacting Corporate Messaging

34% of bloggers post opinion about products and brands

78% of consumers trust peer recommendations!

Only 14% trust advertisements

90% of people skip ads via TIVO or DVR!


News Travels Fast… Search and Social are interconnected

Increasingly, product quality and what a brand stands for is determined by Google


MY DEFINING MOMENT


SOCIAL MEDIA MODEL

A distinct opportunity in the Canadian marketplace is created for companies who can act as brand stewards …

… and influence consumer perceptions, attitudes and behaviours to create brand advocates


THE NEW CUSTOMER RELATIONSHIP

Social Marketing


BENEFITS ARE CLEAR


MEDIA DEFINED IN THE NEW CUSTOMER WORLD


THE EVOLUTION OF SOCIAL


OLD GUARD VS. NEW GUARD


THE INFLUENCE OF INTERACTION


THE EVOLUTION FROM CRM


EGYPTIAN CRISIS: THE DATA


HOW THE SOCIAL WEB REACTED TO THE JAPANESE TSUNAMI • Less than an hour after the quake, with the

country’s phone system knocked out, the number of tweets coming from Tokyo were topping 1200 per minute

• Hashtags #prayforjapan, #Fukushima, #Sundai rose to the top of the site’s trending topics

• Google set up “Person Finder” web app to link victims with their families on their home page. Within a few hours over 7000 names were entered.

• On the day it happened, over 9000 earthquake-related videos and 7,000 tsunami-related videos were posted to Youtube

• Facebook: 4.5 M updates from 3.5 M people mentioning Japan, March 11

• Dog Bless You on Facebook. Click like and explore.org will donate $1 up to 100,000 to send search and rescue dogs to Japan.

• Lady Gaga created a Fundraising campaign on Twitter to raise donations through a Japan Prayer bracelet

• By March 13th, FB Causes raised $31,130 for Japan, donated by 897 people and almost 3K promoters

• Zynga, Facebook and Save the Children through the purchase of virtual goods on Zynga

• The Animated reaction on Facebook: http://mashable.com/2011/03/14/how-facebook-users-reacted-to-the-japan-earthquake-tsunami-animated-graphic/

• In days following the disaster, top iphone downloads included safety, first aid apps as top itune downlaods: earthquake notification, flashlight-4, Twitter client to tweet status of train lines/stations, Disaster message board, location app

• GoogleTuesday, June 14, 2011

http://mashable.com/2011/03/14/how-facebook-users-reacted-to-the-japan-earthquake-tsunami-animated-graphic/






CASE STUDY: COLUMBIA HOUSE

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STELLAR RESULTS!"#$%#&'()"*•  !"#$%&'()*")"*+'&)

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Just another vote FOR CH Canada. I've had no problem with numerous orders from them, along with great prices, occasional free shipping, and bonus DVDs.

I’m amazed at how much they try to make everyone happy & take in their input. They’re doing a great job at trying to get everything right.!

while i haven’t ordered from chcanada in quite some time, i still frequent the thread and certainly appreciate the comments and inititiave shown by the chcanada staff. when is the last time you saw an amazon or futureshop/BB rep come in and ask us what we like? NEVER!!

….short version, I give a thumbs-up to CH Canada…. I have no complaints and would easily recommend CHC. !


GARY VAYNERCHUCK

When he was not yet 30, he grew his company from 2 million a year to over 50 million in 7 years

“We are verging on the thank you economy.... give a shit about your customers.... care about them”


GARY (VEE) VAYNERCHUKWe’re not really good at knowing what we want, and we are very quick to say “this sucks”. That’s where the opportunity lies.

It’s not about what you’re saying, it’s about how you listen. Customer service is the new business.

All marketing is going to get back to the way it used to be in the Butcher Shop or Mom and Pop store where they knew your name, your kids name and your dogs name. That’s the way humans like it and this is what twitter and facebook can provide businesses today.


GARY (VEE) VAYNERCHUK

I could care less about the platform. It's all about the message.

Don't cheese it up. People's bullshit radars are insane. Marketing is about to get really, really hard. If you're just doing social media to keep up with the Joneses - don't

We are massively underestimating this culture shift... We are in the era of the humanization of business. We're living by small town rules again.

Legacy is greater than currency. Your brand equity is everything and sustainable.


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