scale social media, crowdsource, and engage customers through real relationships

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Video of this: http://allegoriedesign.com/building-relationships-to-scale-social-media-crowdsource-and-develop-products/#.UR_fULtWrZg Building real relationships with your customers will empower them to do work for you through crowdsourcing, engage them to become brand advocates, allow you to scale social media initiatives, and leverage them for new product development. Follow me on: My Blog: http://allegoriedesign.com/ Twitter: http://www.twitter.com/mrobertsonline Google+: https://plus.google.com/u/0/115351143362852372380/posts YouTube: http://www.youtube.com/user/mrobertsonline?feature=mhee Detailed Description: There used to be ways to cheat the system to attract traffic to your website, rank well on Google (SEO), and attract Likes on Facebook, but those approaches no longer work. As the companies that govern these platforms such as Google and Facebook get smarter and better, there will be fewer and fewer shortcuts to do these things. Brands will have to now rely on building real relationships with real people through genuine and authentic interactions with them. Beyond achieving the metrics above, forward thinking brands may be able to capitalize on a huge upside potential from building authentic relationships with their customers. For example, customers that are engaged and appreciated will be much more likely to defend your company on Twitter when they see someone speak negatively about it. They may offer valuable insights into what your customers care about which reduces research cost, improves the product and speeds up new iterations of product development. Consumers that have real relationships with brands will also be much more likely to answer questions or help fellow customers with customer service related questions. This creates more engagement, a better experience for everyone, allows the brand to scale their social media efforts, and reduces cost.

TRANSCRIPT

TREND 5 OF 7:CUSTOMER RELATIONSHIPS FIRST, SOCIAL CHANNEL LAST

Saturday, December 1, 2012

@MrobertsOnline

B B B

C

C C

C

C C

f

B

C

C C

f

C

C C

Old School TV

1-Way Social

2-Way Social

Crowdsource & Scalable Social

Evolution of the Brand and Customer Relationship

21 3 4

Saturday, December 1, 2012

@MrobertsOnline

The biggest risk to your marketing campaign is that you donʼt own Facebook. You have to play by their rules.

Saturday, December 1, 2012

@MrobertsOnline

The biggest risk to your marketing campaign is that you donʼt own Facebook. You have to play by their rules.

Edgerank and other rules are imposed.

Saturday, December 1, 2012

@MrobertsOnline

The biggest risk to your marketing campaign is that you donʼt own Facebook. You have to play by their rules.

Real relationships transcend the platform.

Edgerank and other rules are imposed.

Saturday, December 1, 2012

@MrobertsOnline

The biggest risk to your marketing campaign is that you donʼt own Facebook. You have to play by their rules.

The ROI from relationships is better than nameless followers.

Real relationships transcend the platform.

Edgerank and other rules are imposed.

Saturday, December 1, 2012

@MrobertsOnline

Getting your customers to do some of your work for you.

Saturday, December 1, 2012

@MrobertsOnline

Crowdsourcing (Starbucks).

Getting your customers to do some of your work for you.

Saturday, December 1, 2012

@MrobertsOnline

Empower your best customers to speak on your behalf: answer other customers questions, evangelize, and respond to crisis.

Saturday, December 1, 2012

@MrobertsOnline

Empower your best customers to speak on your behalf: answer other customers questions, evangelize, and respond to crisis.

Bring together like-minded customers.

Saturday, December 1, 2012

@MrobertsOnline

Empower your best customers to speak on your behalf: answer other customers questions, evangelize, and respond to crisis.

Bring together like-minded customers.

This is how you become efficient and scale.

Saturday, December 1, 2012

@MrobertsOnline

Courseraʼs forums allow students to help other students.

Saturday, December 1, 2012

@MrobertsOnline

You

Best Customers

New orPotential

Customers

You still handle this

Your customers handle this without you

Saturday, December 1, 2012

@MrobertsOnline

Felt need

TraditionalMarketing

Funnel

Saturday, December 1, 2012

@MrobertsOnline

Awareness

Trial

Felt need

Evaluation

Purchase

TraditionalMarketing

Funnel

Saturday, December 1, 2012

@MrobertsOnline

Support your products, social, continue

relationship, evangelizing, measure sentiment, get ideas for new products,

CRM, etc.

Awareness

Trial

Felt need

Evaluation

Purchase

TraditionalMarketing

Funnel

Missed / Key Growth

Opportunity

Saturday, December 1, 2012

@MrobertsOnline

Jeremiah Owyang

Some inspiration, ideas and research from:

Thomas Baekdal

ComScore

ComScore

Altimiter Group

Richard Bartel

Gabe Zicherman Roger McNamee

Saturday, December 1, 2012

Saturday, December 1, 2012

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