A MaRS Best Practices Presentation: A fundamental shift in business communications is taking place. Technology is changing rapidly, real-time discussions are having more impact on business and the global economy is moving toward greater efficiency and austerity. In this environment, it is critical to maximize effective communication and build a sustainable approach to customer retention.
Lean startups appreciate that social media is inherently inexpensive. But it is also key to recognize that it takes time and much effort―part of the “sweat equity” that many businesses require.
Join us as we discuss developing and implementing a social media and customer relationship management (CRM) business strategy. Learn about building a presence, maintaining a reputation and creating a sustainable business for the long term.
- See more at: http://marscommons.marsdd.com/events/social-business-an-evolution-in-developing-sustainability/
Testing tools and AI - ideas what to try with some tool examples
MaRS Discover District: Social Business: An evolution in developing sustainability
1. Prepared for: MaRS Discovery
District
Social Business: An Evolution in
Developing Sustainability
February 27, 2013
Confidential ArCompany Inc. — February 27, Slide · 1
2. we are on the verge of
major disruption…
fundamental global
changes are happening
Confidential ArCompany Inc. — February 27, Slide · 2
3. an unstable world economy
Confidential ArCompany Inc. — February 27, Slide · 3
4. an unstable world economy
Confidential ArCompany Inc. — February 27, Slide · 4
13. marketing is dead
the customer is in control
Confidential ArCompany Inc. — February 27, Slide · 13
14. Value is the New Norm
Confidential ArCompany Inc. — February 27, Slide · 14
15. …to massmoving from
we are engagement
mass marketing
…at an individual level
…among millions at one
time
Confidential ArCompany Inc. — February 27, Slide · 15
16. Start-ups are poised to do this
Cost: Benefits:
Nominal marketing Improved organic search engine
investment ranking
Insight tools Increased brand visibility
Research Thought leadership development
Comprehensive market insights
Employee effort Increased network opportunities:
Understanding partners, clients, amplification
Desire Support development of products
Consistency Gain competitive intelligence
Analysis Retain clients
Engagement Sustainability
Confidential ArCompany Inc. — February 27, Slide · 16
17. conversation data is abundant
Confidential ArCompany Inc. — February 27, Slide · 17
18. “ that’s being said about ourselves, our
Technology can help us listen to everything
company, our brand…….
But finding that one key, that game-changing
insight in a sea of chatter and then actually
doing something about it is another story.
David Armano
”
Confidential ArCompany Inc. — February 27, Slide · 18
20. news travels fast…search and social are
connected
Increasingly,
product quality and
what a brand
stands for are
determined by
Google
Confidential ArCompany Inc. — February 27, Slide · 20
21. tell your story from the beginning
Confidential ArCompany Inc. — February 27, Slide · 21
23. develop thought leadership: Indium Corp
Content – Contact -
Cash
600% increase in
lead generation
from 1 quarter to
the next
Social Media sales
leads ―are the best
leads ever
received‖
Confidential ArCompany Inc. — February 27, Slide · 23
48. social CRM is about
building advocacy and
business sustainability
Confidential ArCompany Inc. — February 27, Slide · 48
49. sCRM: Amplified
Old School The Social Way
Main Driver Transaction Conversation
Marketing planned, one-way, nimble, hyper-
Inflexible responsible, dialogue,
insights
Sales black book and interaction-based,
transaction-driven sourced from insights
Customer Support limited hours, script- dynamic, ―always on‖,
based multiple platforms
Feedback occasional surveys, multiple platforms that
quarterly customer feedback into Sales,
insights Marketing, Support in real
time
Confidential ArCompany Inc. — February 27, Slide · 49
An unstable world economy that results in business flux and move towards developing efficiencies. We live in a turbulent economy --- witnessed in the lst few yearsThe credit bust in 2008, not only affected the the US Economy but the world as wellMajor Financial sectors, The Auto Market that seemed to have always been unbreakable ---- were breaking.Last few years, we were witnessing the European economy begin its own collapse ---- they’ve realized the need for financial rationalization.The austerity measures Greece, Spain and many european economies are experiencing are in turn impacting health care, their education, pensions and EMPLOYMENTThis, in turn, affects the job market and the resource constraints that are put upon businesses
The US is still in recovery modeThe recent Fiscal Cliff issues, when the terms of the Budget Control Act of 2011 are scheduled to go into effect.Taking into consideration a rollback of the Bush cuts from early decade,The beginning of taxes related to Obama’s health care lawAnd NOW spending cuts government wide that you’re seeing in sequestering plansAll a part of cracking the debt ceiling of $1.2 trillion within 10 yearsThis in turn means that rationaliztion is rampant globally. --- Spending cuts across organizations --- companies have now become more accountable.
Product saturation/abundance was bourne in an age of mass production and mass communication. These days, the opposite is true. Enter Mass customization that’s given rise to increased customer service.We are moving to a niche economy.Everybody has shoes, everyone has a TV ---- NOW it’s about taking those mass goods and creating more personalized products to individual customers.The process of delivering wide-market goods and services that are modified to satisfy a specific customer need. Mass customization is a marketing and manufacturing technique that combines the flexibility and personalization of "custom-made" with the low unit costs associated with mass production.allows the customer to purchase a product which has been customized to meet his/her exact needs, for example the color of his/her car, his own drawing on a T-shirt or creating a pair of customized sneakers. From a company perspective, mass customization has been defined as the ability to provide customers with whatever they want, whenever they want it, wherever they want it and however they want it. It has been heralded as a change of paradigms from the mass production paradigm to the mass customization paradigm and named a significant competitive advantage in the future.This has given rise to the service economy.
The balance of power is shiftingTechnology has also splintered communications which has changed from a one-way to two-way channel. Up until just over a decade ago, the voice of the consumer was but a whisper. Nowadays it’s being heard loud and clear.The balance of power is shifting from companies to the networks that surround them. Connected, communicating customers and employees have more choices, and more amplified voices, than ever before. They have more knowledge than ever before.
Memo leakedAnger and frustration: employees understand that if they can’t impact changes internally, they’ll leverage the voice of the networks to put a company in its place.Amplified media
While the nation wrestled with the aftermath of a shooting in Colorado that left 12 people dead, a Twitter account for theNational Rifle Association had this to say:"Good morning, shooters. Happy Friday! Weekend plans?"That tweet was posted at 9:20 a.m. ET on Friday by an account for "American Rifleman," the official NRA journal. The group, which advocates for gun owners, appeared to have been pulled down from the Internet as of about 12:30 p.m. ET Friday.Shooting turns movie into surreal horror
One way static communication has changed to an interactive two-way dialogue. --- turned off their twitter for a few hours just to avoid the dialoguePeople are conversing with you whether you like it or not.They turned off their twitter account – someone mistakenly tweeted from the official City of Vaughan account
The mere perception of not being able to secure one’s own Twitter account raises a host of questions regarding basic competencies and safeguards.Though the breach in cyber security raises some serious concerns for Burger King, the brand didn’t just dodge a bullet on this one–it received a significant social media boost.It’s simple, really: unlike the BET/MTV fake hacking stunt, this little incident inspired a lot of people to follow Burger King, which means the audience for its next Twitter campaign will be that much bigger. Better get ready to bring your A game, BK.
'The official Twitter handle for the Jeep - Just Empty Every Pocket. Sold to Cadillac ... In a hood near you!' read the tagline on Jeep's Twitter page.
Customer Expectations are changing. The customer is now in the driver’s seat.
old school value --- ONE way -- what are you doing for me ----- data in banks what you’re doing --- your value is derived based on what you buy, how much are you giving to me? as a company.Now it’s a two way street and companies need to understand that retention is getting to be really hard. Keeping a customer means doing 10 times more than you have before.
Customer Expectations are changing
This dialogue has drastically increased this well of data/information that has the ability to radically inform and provide more power in decision-making
This is the advantage: where can I get social to scale
Why we need storytelling: People are being bombarded with brand messages. From social media to email, to advertising, the copious ways that brands are trying to spread their messages has left a sour taste in many people’s mouths, creating a sense of information overload anger and frustration; resulting in people “switching off”.There is a need to tell your story because people will take fragments of content we put out there, stitch it together and create perception about you as a company. You can’t afford to sit back and let others control the message. You need to do it yourself.entering fictional worlds “radically alters the way information is processed.” Green and Brock’s studies shows that the more absorbed readers are in a story, the more the story changes them.Narrative techniques help companies to explain their philosophies, policies and approach on business- focused topics... And customers will listen.
Indium Corporation develops and manufactures materials used primarily in the electronics assembly industryRead more: http://www.indium.com/#ixzz2M9avDIMq - See more at: http://www.indium.com/#sthash.fpniDVFl.dpuf
Indium Corporation develops and manufactures materials used primarily in the electronics assembly industryRead more: http://www.indium.com/#ixzz2M9avDIMq - See more at: http://www.indium.com/#sthash.fpniDVFl.dpuf
People connect to people. People don’t connect to companies. Building a network from scratch is incredibly hard and it takes a long time. BUT this can be started quickly --- look in your own back yard.http://www.dachisgroup.com/2013/01/how-to-inspire-employee-advocacy/he project began about a year ago and has about 160 Intel employees curating news and feature articles but the goal is to have more than 5,000 staff-those that have had social media training — take part in the daily selection process.The focus of 'iQ' is on tomorrow, on the 'how', on the types of things people can and will do with technology. This is about using your front lines – your employees to take the lead – to give the company a face.
Sal Khan, you can count Bill Gates as your newest fan. Gates is a voracious consumer of online education. This past spring a colleague at his small think tank, bgC3, e-mailed him about the nonprofitkhanacademy.org, a vast digital trove of free mini-lectures all narrated by Khan, an ebullient, articulate Harvard MBA and former hedge fund manager. Gates replied within minutes. "This guy is amazing," he wrote. "It is awesome how much he has done with very little in the way of resources." Gates and his 11-year-old son, Rory, began soaking up videos, from algebra to biology. Then, several weeks ago, at the Aspen Ideas Festival in front of 2,000 people, Gates gave the 33-year-old Khan a shout-out that any entrepreneur would kill for. Ruminating on what he called the "mind-blowing misallocation" of resources away from education, Gates touted the "unbelievable" 10- to 15-minute Khan Academy tutorials "I've been using with my kids." With admiration and surprise, the world's second-richest person noted that Khan "was a hedge fund guy making lots of money." Now, Gates said, "I'd say we've moved about 160 IQ points from the hedge fund category to the teaching-many-people-in-a-leveraged-way category. It was a good day his wife let him quit his job." Khan wasn't even there -- he learned of Gates' praise through a YouTube video. "It was really cool," Khan says.In an undistinguished ranch house off the main freeway of Silicon Valley, in a converted walk-in closet filled with a few hundred dollars' worth of video equipment and bookshelves and his toddler's red Elmo underfoot, is the epicenter of the educational earthquake that has captivated Gates and others. It is here that Salman Khan produces online lessons on math, science, and a range of other subjects that have made him a web sensation.
What is Buffer?We designed Buffer to offer you a both personal and yet more efficient solution to handle sharing on social media.Buffer makes your life easier with a smarter way to schedule the great content you find. Fill up your Buffer at one time in the day and Buffer automagically posts them for you through the day. Simply keep that Buffer topped up to have a consistent social media presence all day round, all week long.
Listening systems cost money – you can twilertNotify you whenever you want
Twtrland
he effectiveness of video as a storytelling medium, in particular, stands out. Companiesare more willing to invest in professionally-shot video footage because video works and because web users (especially younger ones – who will determine corporate reputations in future, if they do not do so now) are more video-centric.
Threadless is an online community of artists and an e-commerce website based in Chicago, Illinois. In 2000, co-founders Jake Nickell and Jacob DeHart started the company with $1,000 of their own money.[2]Threadless designs are created by and chosen by an online community. Each week, about 1,000 designs are submitted online and are put to a public vote. After seven days the staff reviews the top-scoring designs. Based on the average score and community feedback, about 10 designs are selected each week, printed on clothing and other products, and sold worldwide through the online store and at their retail store in Chicago. Designers whose work is printed receive $2,000 in cash and $500 in Threadless gift cards, which can be exchanged for $200 cash.[3] Each time a design is reprinted, the respective artist receives $500 cash.Get market validation from your community --- let them tell you what they want and need --- use this to ONLY develop what the market is looking for.
Very different
To create 1-to-1 relationships with big dividends, look for advocates who help spread the word. Blogs are the best place to start. There are search engine for blogs: Technorati and Alltop. They’ll help you find the bloggers with the most authority for any industry or subject. Plus, there’s Topsyto show the top trending blog posts on Twitter for any industry or topic. HubSpot says blogs lead to 55% more website visitors. Blogs also add “links” that raise your “authority” and search rank.
Grow your audience organically, don’t buy them.
Egypt CrisisOscars
Reach for the sky, says Lockheed Martin Defence giant Lockheed Martin has the decided advantageof a photogenic product portfolio; but many other companies are just as well placed and fail to capitalise. At least part of the secret is that Lockheed Martin keeps it simple: the site is stripped down, functionally designed and easy to navigate – whether consciously or unconsciously, echoing the values of the product brand. Lockheed Martin also knows how to capture our attention. The homepage tells the story of its best- known weapons, space and security systems in words, videoand dramatic images. Perhaps best of all is the homepage’s ‘Life at Lockheed Martin’ video feature, in which engineers tell personal stories about what brought them into the business and challenges they have faced. It’s inspiring stuff for any young person considering a career in engineering, and helps to some extent to humanise the business of war.
“We’re experts at airplanes but novices in social media. We’re learning as we go.” –BoeingThousands visit blog, NYTimes, Forbes, ABC TV (Seattle & Denver)Boeing Communications and Engineer respondsInvitation to visit Boeing and Future of Flight