What is influence? For a decade, Malcom Gladwell’s "The Tipping Point" has served as a touchstone for those who believe that influence resides in the hands of a select few. Not so, says a new generation of marketers. They believe that thanks to the democratizing power of the internet, anyone can be an Influential. Both camps are wrong. True influence flows from drawing together people with shared interests. This session focuses on the process of identifying areas of relevancy among your customers and prospects, building community, and allowing others to amplify your influence as you meet their needs.
3. #smxeast
predicting the qualities of
the next hit campaign,
product or hot news item…
is notoriously difficult
4. “We hope to rewire the way people spread and
consume information…
We think a more open and connected world will help
create a stronger economy with more authentic
businesses that build better products and services.”
- Mark Zuckerberg, Founder / CEO, Facebook
Letter to Potential Shareholders, May 2012
10. #smxeast
May 13, 2010 – Lee Perkins,
videographer, Shreveport, LA creates
Boycott BP 841,047 fans
May 19, 2010 – Josh Simpson,
comedian, CA creates
@BPGlobalPR 188,604 followers
at height of interest
April 13, 2009 – Good as You GLBT
activist blog publishes the
Domino’s videos for the first time,
videos go viral within hours
crisis
13. #smxeast
92%
of consumers report that a
word-of-mouth
recommendation is the top
reason they buy a product and
service
Nielsen, Global Consumer Trust, 2012.
24. #smxeast
[…] She wore the socks to school on
Tuesday, pairing them with the cute
sneakers and a simple black shirt and
skirt.
She told me she received
compliments the entire day – from
students in middle school, high school
students (her school has students in
grades 5-12), teachers and even the
crossing guard. […]
Client: Little Miss Matched
AvaLovesFashion.com, August 2014.
25. #smxeast
… they tell their
readers because
they like their
readers (or themselves / both)
26. #smxeast
WIDE
spread across
knowing issues
having things on the radar
building wide acceptance and buy-in
evangelists
concentrated
credibility and trust
from past experience, track
record
DEEP
Source: Jess McMullin
T-shaped influence
27. #smxeast
3 What are the attractors, the
value generating actions
48. #smxeast
62%
Agree that user generated
content has more credibility in
supporting brand trust than
employee-generated content
Get Satisfaction, Market Trend Report, Sept 2014
68. #smxeast
community @ work
± 42,000
2000
127
27
101
2001
8
375
give people
a VOICE
Image source: Seven Morris
globally
y2k
Cities
countries
meet up
milestone
years
PHL members
71. #smxeast
63%
When 1,620 consumers were
tested under laboratory
conditions, said they felt their
heart rate increase when they
thought about receiving great
customer service.
American Express Service Study, September 2013
72. #smxeast
Jan/Feb, 2010
Toyota Recall
42 million vehicles are recalled due to faulty breaks.
2005
1977
2010
March 17, 2010
Palm Oil/Greenpeace
Facebook wall animosity caused by
community manager.
April 20, 2010
Gulf Oil spill
BP engages PIER emergency system to
communicate internally.
July 7, 1977
Breast Milk Action Network
Company boycott is called in U.S.
and expanded in Europe in the
‘80s.
2007
February 14, 2007
Customer Service
Issues
Leaked memo from
founder Howard Shultz
sets off a series of
initiatives that leads to
launch of My Starbucks
Idea.
June 2005
“Dell Hell”
Blogger Jeff Jarvis begins a
controversy about company’s
customer service issues.
2009
August 13, 2009
Employee-created YouTube
expose’ video
Video is viewed by 1 million
people.
July 16, 2009
Sustainability Index
CEO-led, proactive
initiative to affect
supply chain.
February 2009
Customer Service issue
Blue Shirt nation led to
TwelpeForce and
prompt response.
1 minute
30 years
1 month
1 month
1 month
1 month
48 hours
proactive
1 year
social media
interactions
73. Businesses should treat technology like a special
effect.
If you’re James Cameron and you’re doing a
movie like Avatar, the issue is, “What kind of world
am I trying to create?”
— Michael Schrage
#smxeast
Then the question is, “So how do I get the
technology to do that?”
The leading question is not, “Gee, how do I
make a cheaper movie faster?”
74. #smxeast
what is the bigger
context that people
are (or can be)
excited about?
95. #smxeast
Valeria Maltoni – VP Digital Strategy, PM Digital
Led brand development, integrated content marketing
strategy and execution, and digital / social strategies for a
number of global Fortune 500 companies in technology, retail
eCommerce, financial services, and Media & Entertainment.
1999-2007 – FastCompany.com, created and led social
network in Philadelphia
2006-current – started Conversation Agent focused on
digital transformation at the intersection of business /
technology / media
vmaltoni@pmdigital.com
@conversationage
Notes de l'éditeur
True influence flows from drawing together people with shared interests.
why do people do it? Desire to control, affect physical and virtual worlds
Who has influence. Who is influential in your market?
Source: Well Connected Mom http://wellconnectedmom.com/blog/2013/07/09/ford-the-car-that-cares/
Developing a sense of timing, also making sense of things
In the sense of acting again – reactions to what happens in real time – Kevin Kelly on things that cannot be copied) immediacy, personalization, authenticity, attention, interpretation, accessibility, embodiment, findability
To the cards that the market deals you
Mayday button for instant webcam-enabled chat with Amazon staff
In June 2014 online retailer Amazon launched its first smartphone, the Fire Phone. Fire Phones come pre-loaded with the Mayday button, a one-tap application that instantly allows the user webcam-enabled face time with an Amazon customer services representative. The Mayday button first appeared on the Kindle Fire HDX tablet, launched in September 2013. Average response time is 9.75 seconds