will you love me tomorrow?

Will you love me tomorrow?

Relationship tips for the ‘new customer’ #mojobris

Wednesday, 10 March 2010

“People overestimate the speed of change and underestimate the scale of change.”

Wednesday, 10 March 2010

Tip No. 1 - Know your customer

Wednesday, 10 March 2010

Creators

Critics

Collectors

Joiners

Spectators

InactivesSegments includeconsumers participating

in at least oneof the indicated

activities monthly

Publish Web PagePublish or maintain a blogUpload video to sites like Youtube

Comments on BlogsPosts ratings and reviews

Uses RSSTag Web pages

Use social networking sites

Read blogsWatch peer generated mediaListen to podcasts

None of these actvities

Source: Forrester

Social Technographics

Wednesday, 10 March 2010

Which aussies are active?

Wednesday, 10 March 2010

Which aussies are active?

Wednesday, 10 March 2010

Wednesday, 10 March 2010

‘consumers’are AHeAD

OF usWednesday, 10 March 2010

IP Traffic

Wednesday, 10 March 2010

The people of which country spend the most time in social media?

Wednesday, 10 March 2010

The people of which country spend the most time in social media?

“people in developed countries are spending 82% more time on social media than they were one year ago”

Wednesday, 10 March 2010

“we’re mobile”

4.6 (2.6)

90%=24x7<1

50/503,000,000

36Wednesday, 10 March 2010

“we’re not always coming to your place”

Meet the site-less web

i.e. you no longer need a home page to reach an audience

Wednesday, 10 March 2010

Wednesday, 10 March 2010

“where we meet matters”

Google Place Rank

Location-based services

Wednesday, 10 March 2010

Tip No.2 - Share your secrets

• Individuals more likely to share information

than organisations

•

Daphne R. Raban and Sheizaf Rafaeli - Center for Study of the Information Society Graduate School of Management University of Haifa Image credit http://www.flickr.com/photos/mcgarry/111003432

Wednesday, 10 March 2010

Meet the Mayor of Bondi

Wednesday, 10 March 2010

Meet the Mayor of Bondi

Wednesday, 10 March 2010

Meet the Mayor of Bondi

Wednesday, 10 March 2010

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Open-ness

“the act of sharing information is an attribute of humanity

itself” (Dunbar, 1996).

Wednesday, 10 March 2010

Farmers markets and x-ray vision...

Wednesday, 10 March 2010

22

Wednesday, 10 March 2010

Tip No. 3 -

Be Yourself

Wednesday, 10 March 2010

Quality Products and Services

Attentiveness to customer needs

Strong financial performance

Fair Pricing

A well known brand

Good employee relations

Socially Responsible

Visible CEO

Dialogue with stakeholders

Employee/CEO Blogs 12%

23%

23%

33%

35%

37%

38%

42%

47%

53%

What shapes your trust in a company?

Tip No. 4 - Be the best you can be

Transparent and honest practices

Company I can trust

High quality products or services

Communicates frequently

Treats employees well

Good corporate citizen

Prices fairly

Innovator

Top Leadership

Financial- Returns 45%

47%

48%

58%

64%

72%

75%

79%

83%

83%

How important are these factors to reputation?US 2006 US 2010

Source: Edelmann 2006-2010

Wednesday, 10 March 2010

GE- ecomagination

• Stakeholder communities driving green innovation

Wednesday, 10 March 2010

If you don’t like the rules of the game...

Wednesday, 10 March 2010

If you don’t like the rules of the game...

The duty of directors shall be to act in the best interests of the corporation.

Wednesday, 10 March 2010

Existing Corporate Law

If you don’t like the rules of the game...

The duty of directors shall be to act in the best interests of the corporation.

Wednesday, 10 March 2010

Re-write them (thanks Bob)

Source: Robert Hinkley, The Coalition for Corporate Citizenship: A Path towards Eliminating Corporate Abuse of the Public Interest

The duty of directors shall be to act in the best interests of the corporation...

Wednesday, 10 March 2010

Re-write them (thanks Bob)

...but not at the expense of the environment, human rights, public health and safety or the welfare of the communities in which the corporation operates.

Source: Robert Hinkley, The Coalition for Corporate Citizenship: A Path towards Eliminating Corporate Abuse of the Public Interest

The duty of directors shall be to act in the best interests of the corporation...

Wednesday, 10 March 2010

Relationship Tip No. 4 -It’s OK to ask for a little help from your friends

28

Wednesday, 10 March 2010

The rise of bottom-up solutions

Wednesday, 10 March 2010

FeeDBaCK

Wednesday, 10 March 2010

Trust in each other

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Tip No. 5 -

First dates come last

Wednesday, 10 March 2010

Tip No. 5 -

First dates come last

$

$$$$$First Date

Second Date

Might get lucky

Happy!

Start Here

Wednesday, 10 March 2010

Tip No. 5 -

First dates come last

Start Here

$

Tip: invest here first(in customers)

$

$$$$$First Date

Second Date

Might get lucky

Happy!

Start Here

Wednesday, 10 March 2010

Tip No. 5 -

First dates come last

“Flip the funnel*”.

“Retention is the new Acquisition”.

*Source: Joseph Jaffe, Flip the Funnel, Wiley 2010

Start Here

$

Tip: invest here first(in customers)

$

$$$$$First Date

Second Date

Might get lucky

Happy!

Start Here

Wednesday, 10 March 2010

Members’ Welcome

Virgin Mobile - a strategy based on motivating 1M customers to bring their friends into the fold.

Super customer service (treat them like rockstars) and members get benefits.

An organisational commitment, not an advertising line.

Wednesday, 10 March 2010

B C

C

C

C

C

C

C

CC

C

C

C

C

C

C

C

C

CC

C

CC

C

C

“join the conversation”??Wednesday, 10 March 2010

we’re not like other people

Wednesday, 10 March 2010

Contact Management

C

SearchEmail

Phone

ForumsSocial web

co-browse

feedbackweb self-service

chat

Wednesday, 10 March 2010

CRM gets social

*18 Use cases for Social CRM, Altimeter Group 2010

Wednesday, 10 March 2010

Speed Dating OK, only with customers

Nicola Millard, customer experience futurologist at BT Global Services

http://www.research-live.com/4001137.article

Wednesday, 10 March 2010

3 Things to take-away

1. Ask yourself - are we OPEN for business?

2. Consider flipping the funnel

3. Tweet something #mojobris

4. (and If need be, recognise your inner dinosaur).

Wednesday, 10 March 2010

Thanks@sim_onsimon.morgan@publicismojo.com.au

Wednesday, 10 March 2010