Contenu connexe Similaire à Community Conference 2013 - Building your social strategy, Jeremiah Owyang Similaire à Community Conference 2013 - Building your social strategy, Jeremiah Owyang (20) Community Conference 2013 - Building your social strategy, Jeremiah Owyang1. Building Your Social Strategy:
Prioritizing for Scale
May 2, 2013
Jeremiah Owyang, Industry Analyst
Altimeter Group
@jowyang
2. © 2013 Altimeter Group
#socialadvocate
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© 2011 Altimeter Group
3. © 2013 Altimeter Group
#socialadvocate
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© 2011 Altimeter Group
Your World is Changing
5. © 2013 Altimeter Group
#socialadvocate
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© 2011 Altimeter Group
Internal Storms Hinder Progress
7. © 2013 Altimeter Group
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What is the future?
8. © 2013 Altimeter Group
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Path I.
Grounded to
Social Media Sanitation
Path II.
Achieve Escape Velocity
9. © 2013 Altimeter Group
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Path I.
Grounded to Social Media Sanitation
11. Most programs still only a few years old.
Source: Altimeter Group. Social Business Survey, Q4 2012.
9%
12%
17%
27%
27%
9%
5%
4%
9%
20%
33%
29%
5 years or more
4 years to < 5 years
3 years to < 4 years
2 years to < 3 years
1 year to < 2 years
Less than 1 year
How long has your social media program
been in existence?
2010 2012
12. © 2013 Altimeter Group
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Social media spending represented just
7.4% of marketing budgets in 2012
Source: Altimeter Group. Social Business Survey, Q4 2012.
13. © 2013 Altimeter Group
The Situation!
§ Customers become
accustomed to “yelling in
public”
§ Business units adopt
“social media fever” and
deploy on their own
§ Resources are limited,
we can only do so much
Relegated to “Social Media Sanitation”
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14. © 2013 Altimeter Group
The Situation!
§ Customers become
accustomed to “yelling in
public”
§ Business units adopt
“social media fever” and
deploy on their own
§ Resources are limited,
we can only do so much
The Problem!
§ With limited resources,
companies can’t scale
1:1 dialog
§ Efforts are uncoordinated
and fragmented –but you
will have to clean up
§ Demands will compound,
regardless of existing
resources
Symptoms of “Social Media Sanitation”
14
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Companies Headed to Social Media
Sanitation Will Not Scale
16. © 2013 Altimeter Group
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Path II.
Achieve Escape Velocity
17. © 2013 Altimeter Group
6 Steps to Achieve Escape
Velocity!
Get into a
Scalable
Formation now
Enable Business
Units
Streamline
Workflow with
Tools
Scale with Peer to
Peer Communities
1!
2!
3!
4!
5!
6!
Grow an Unpaid
Army of Advocates
Integrate, Integrate,
Integrate
18. © 2013 Altimeter Group
6 Steps to Achieve Escape
Velocity!
Get into a
Scalable
Formation now
1!
19. © 2013 Altimeter Group
Formalize a Hub and Spoke model quickly
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Decentralized
Centralized
Hub and
Spoke
Multiple Hub
and Spoke or
“Dandelion”
Holistic or
“Honeycomb”
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DECENTRALIZED
- Organic growth
- Authentic
- Experimental
- Not coordinated
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- One department controls all efforts
- Consistent
- May not be as authentic
CENTRALIZED
© 2011 Altimeter Group
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HUB AND SPOKE
- One hub sets rules and procedures
- Business units undertake own efforts
- Spreads widely around the org
- Takes time
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MULTIPLE HUB AND SPOKE
OR “DANDELION”
- Similar to Hub and Spoke but across
multiple brands and units
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HOLISTIC OR “HONEYCOMB”
- Each employee is empowered
- Unlike Organic, employees are organized
- e.g. Dell, Zappos, Intel, Best Buy
25. © 2013 Altimeter Group
Most companies organize as Hub & Spoke,
but are moving toward Multiple Hub & Spoke
25
9.4% 29.1% ! 35.4% ! 23.6% ! 2.4%!
2010
2012
26. © 2013 Altimeter Group
6 Steps to Achieve Escape
Velocity!
Get into a
Scalable
Formation now
Enable Business
Units
2!
27. © 2013 Altimeter Group
Become an enabler for business units
27
Charter of a “Center of Excellence”
28. © 2013 Altimeter Group
How the CoE and spokes work together:
28
§ Set guidelines, policies and processes,
and hold spokes accountable
§ Provide and facilitate learning,
education, and research in
real time, reducing risk
§ Own tools, and distribute
best practices
§ Report and coordinate with
dotted line spokes, e.g. Executives,
HR/Associates, and Legal
CoE
29. © 2013 Altimeter Group
How the CoE and spokes work together:
29
CoE
§ Manage social media efforts
on their own, within
established guidelines
§ Report and coordinate with
CoE on strategy, deployment,
and measurements
§ Share best practices with
CoE and other spokes
Spokes
§ Set guidelines, policies and processes,
and hold spokes accountable
§ Provide and facilitate learning,
education, and research in
real time, reducing risk
§ Own tools, and distribute
best practices
§ Report and coordinate with
dotted line spokes, e.g. Executives,
HR/Associates, and Legal
30. © 2013 Altimeter Group
Ebay’s CoE (Global Hub) coordinates across
functions, properties, and geographies
Source: http://www.slideshare.net/influencepeoples/ali-croft-monitoring-social-media-ebay
30
31. © 2013 Altimeter Group
KLM joins Corporate Comms and E-commerce
departments to create Social Media Hub
Source: http://blog.klm.com/klm%E2%80%99s-social-media-strategy-part-2/4700/
31
“Here, a dedicated
team creates
synergy by sharing
their expertise from
communications,
e-commerce,
customer care,
ticketing, marketing,
operations, and
cabin crew.”
32. © 2013 Altimeter Group
6 Steps to Achieve Escape
Velocity!
Get into a
Scalable
Formation now
Enable Business
Units
Streamline
Workflow with
Tools
3!
33. © 2013 Altimeter Group
Streamline internal workflow with SMMS
33
Social Media Management Systems (SMMS) vendors include
Falcon Social, ExactTarget (left), Sprinklr, Objective Marketer,
Expion, Seesmic, Awareness, and SpredFast (right), see full list.
34. © 2013 Altimeter Group
Coke has more than 500 brands across the
entire world, each with its own social accounts
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35. © 2013 Altimeter Group
This list of Microsoft accounts asks: “If
anyone has any more that should be added
to this list, please feel free to let me know!”
35
36. © 2013 Altimeter Group
6 Steps to Achieve Escape
Velocity!
Get into a
Scalable
Formation now
Enable Business
Units
Streamline
Workflow with
Tools
Scale with Peer to
Peer Communities4!
37. © 2013 Altimeter Group
TomTom’s vibrant online community helps its
social customer service team scale
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38. © 2013 Altimeter Group
Thought
Leadership
Community:!
Philips
establishes
largest healthcare
innovations group
on LinkedIn
39. © 2013 Altimeter Group
HP Support Forum handles 20% of customer
care efforts, globally in 7 languages
40. © 2013 Altimeter Group
6 Steps to Achieve Escape
Velocity!
Get into a
Scalable
Formation now
Enable Business
Units
Streamline
Workflow with
Tools
Scale with Peer to
Peer Communities
Grow an Unpaid
Army of Advocates
5!
42. © 2013 Altimeter Group
SAP inspires advocacy, innovation with
expert mentorship program
42
SAP Mentors are the top
SAP community influencers.
Most of the ~100 mentors
work for customers or
partners of SAP. All are
hands-on experts of an SAP
product or service, as well
as champions of
community-driven projects.
43. © 2013 Altimeter Group
6 Steps to Achieve Escape
Velocity!
Get into a
Scalable
Formation now
Enable Business
Units
Streamline
Workflow with
Tools
Scale with Peer to
Peer Communities
Grow an Unpaid
Army of Advocates
Integrate, Integrate,
Integrate
6!
44. © 2013 Altimeter Group
TripAdvisor visitors view friend reviews
through Facebook Instant Personalization
44
TripAdvisor launched
Facebook’s Instant
Personalization feature in
December 2010, offering
friend ratings, reviews, and
travel history.
46. © 2013 Altimeter Group
6 Steps to Achieve Escape
Velocity!
Get into a
Scalable
Formation now
Enable Business
Units
Streamline
Workflow with
Tools
Scale with Peer to
Peer Communities
1!
2!
3!
4!
5!
6!
Grow an Unpaid
Army of Advocates
Integrate, Integrate,
Integrate
47. © 2013 Altimeter Group
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Path II.
Achieve Escape Velocity
48. © 2013 Altimeter Group
Future Markets:
Collaborative Economy
48
§ An unstoppable trend:
• Idle resources
• Collective sustainability
• Increased population
and density
• Social technology
enablement
49. © 2013 Altimeter Group
Vertical Impacts
49
Tourism Shipping and
Transportation
Financial
Services
• Micro-Tourism
• AirBnb
• SkyNanny
• Zipcar
• RelayRide, Lyft
• Hire a task
rabbit to carry
pages for you
• Peer to Peer
Lending
• Virtual or digital
currency
(Bitcoin)
50. © 2013 Altimeter Group
Organizations have five options for Collaborative
Economy
50
1. Ignore, and risk disruption.
2. Acquire startups.
3. Rent, lend, products and services –beyond
selling.
4. Enable customers to rent, lend, sell among
themselves.
5. Gift, pay forward products and services.
51. © 2013 Altimeter Group
Jeremiah Owyang!
jeremiah@altimetergroup.com
web-strategist.com/blog
Twitter: jowyang
THANK YOU!
Disclaimer: Although the information and data used in this report have been produced and processed from
sources believed to be reliable, no warranty expressed or implied is made regarding the completeness,
accuracy, adequacy or use of the information. The authors and contributors of the information and data
shall have no liability for errors or omissions contained herein or for interpretations thereof. Reference
herein to any specific product or vendor by trade name, trademark or otherwise does not constitute or
imply its endorsement, recommendation or favoring by the authors or contributors and shall not be used for
advertising or product endorsement purposes. The opinions expressed herein are subject to change
without notice.
52. © 2013 Altimeter Group
Open Research: Use and share with attribution
Available for download at www.altimetergroup.com/research