Ictktn online business essentials 2013 july
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Transcript of Ictktn online business essentials 2013 july
The Tech Business Mini-MBA
Effective Marketing with Social Media
creating & executing a strategy for the effective use of social media tools
(July 2013)
http://www.slideshare.net/MobileMaggie/ictktn-online-business-essentials-2013-july
@MobileMaggie
http://rlauterborn.com/pubs/pdfs/4_Cs.pdf
PurchaseExperience
Problem / Need
Awareness
Enquiry
Recommendation
Retention
Social Media is a Strategic Tool
Experience Mapping
You have to do your Customer Journey Mapping homework first
Customer Definition
Moments of Truth
Experience Design
Monitor
•User research•Contextual analysis
•Personas•Lovemarks•Requirements
•Touchpoints•Need states•Emotional states
•Narrative insight
•Differentiators•Loyalty drivers•Priorities•ROI
•Concept•Prototype•Validate• Ideation•Roadmap
•Measurement •Dashboard•Tools
Do some ‘Gonzo User Research’Customer Definition
http://www.fastcodesign.com/1671571/4-secrets-for-doing-gonzo-user-research
http://images.businessweek.com/mz/07/24/0724_6insiid_a.gif
Customer Definition
http://royal.pingdom.com/2010/02/16/study-ages-of-social-network-users/
Customer Definition
TOPICSGive them something fun,
unique & repeatable to talk about – create curiosity gaps
and triggers
TOPICSGive them something fun,
unique & repeatable to talk about – create curiosity gaps
and triggers
TOOLSMake everything shareable and
forwardable , post content everywhere, free samples, find
the multipliers
TOOLSMake everything shareable and
forwardable , post content everywhere, free samples, find
the multipliers
TAKING PARTEngage, share info &
support, do shout-outs, say thank-you, say sorry
TAKING PARTEngage, share info &
support, do shout-outs, say thank-you, say sorry
TALKERSKnow who’s doing the talking & influencing, and where the
conversations are taking place
TALKERSKnow who’s doing the talking & influencing, and where the
conversations are taking place
TRACKINGListen to users, track topics and brand mentions, gather
insights, measure & manage, respond and engage
TRACKINGListen to users, track topics and brand mentions, gather
insights, measure & manage, respond and engage
Moments of Truth
12
• Remarkable ideas spread easily
• Sell what people are buying
• Focus on the early adopters and sneezers
• Make it remarkable enough for them to pay attention
• Make it easy for them to spread
• Let it work its own way to the mass market.
Seth Godin’s Purple Cows
Moments of Truth
http://www.fastcompany.com/magazine/67/purplecow.html
Jyri Engstrom’s Social Objects
http://glennas.wordpress.com/2009/11/13/defining-requirements-for-social-web-applications-%E2%80%93-part-3-social-objects/
Hugh Macleod on Social Objects
http://gapingvoid.com/2007/10/24/more-thoughts-on-social-objects/
http://gapingvoid.com/2007/12/31/social-objects-for-beginners/
Moments of Truth
Moments of Truth
PurchaseExperience
Problem / Need
Awareness
Enquiry
Recommendation
Retention
Social Media is a tool across the Customer Journey
Experience Mapping
Eric Ries: http://www.startuplessonslearned.com/http://www.slideshare.net/venturehacks/the-lean-startup-2
Social Media is a tool across the Product Development cycle
Experience Design
http://www.rogerstringer.com/2011/03/page/2/
Minimum Viable Product
Social Media aids Rapid Iterations
http://market-by-numbers.com/customer-development-services/
Experience Design
Only now should you sit down and choose your Platforms
http://www.invisiblepr.com/social-media-public-relations/
Choose your tools based on what you want to achieve
http://www.elliance.com/aha/infographics/Social-Media-Building.aspx
http://www.theconversationprism.com/
Social mostly boils down to Engagement
http://darmano.typepad.com/logic_emotion/2009/05/social-engagement-spectrum.html
Test & Measure Everything!
http://seotermglossary.com/ab-testing/
Experience Design
Monitor
http://www.wired.co.uk/magazine/archive/2012/01/features/test-test-test
Keep Track of the StatisticsMonitor
http://danzarrella.com/
Study your MediumMonitor
http://venturebeat.com/2012/10/02/why-you-should-never-ever-use-a-question-mark-on-twitter-or-linkedin-infographic/
Measure the right metrics
http://www.pardot.com/blog/beware-the-vanity-metrics-trap/
Now do your Monitoring Tools ResearchMonitor
http://wiki.kenburbary.com/
A Wiki of Social Media Monitoring Solutions
A Wiki of Social Media Monitoring Solutions
Putting together the action plan
#1 define goals and objectives
#2 identify your audience
#3 customer journey mapping
#4 choosethe tools to use
#5 set the budget#6 develop content
& social objects
#7 define your KPIs#8 determine your
resources#9 assign roles
and responsibilities
#10 monitor and measure
Purchase•How easy is it to get started? • Is there a long registration
process?•When does a commitment and a
payment take place, and does that fit the need?
Purchase•How easy is it to get started? • Is there a long registration
process?•When does a commitment and a
payment take place, and does that fit the need?
Experience•How easy is the service to use?•Does it meet the needs of your customer?•Are there hurdles, confusion points, short-
comings that can be addressed?•How much support is provided?• Is feedback captured throughout the whole
process?•What other needs could be met?
Experience•How easy is the service to use?•Does it meet the needs of your customer?•Are there hurdles, confusion points, short-
comings that can be addressed?•How much support is provided?• Is feedback captured throughout the whole
process?•What other needs could be met?
Problem / Need•What’s the problem to be solved, the job to be done?•How do your customers express that need?•Where does your solution fit into all the other things
they do?
Problem / Need•What’s the problem to be solved, the job to be done?•How do your customers express that need?•Where does your solution fit into all the other things
they do?
Awareness•How do your customers find out about
your service, or any other solutions?•Where do conversations take place?•Where do your customers physically
gather?•How well do you listen?•How clear are the marketing messages
and website?
Awareness•How do your customers find out about
your service, or any other solutions?•Where do conversations take place?•Where do your customers physically
gather?•How well do you listen?•How clear are the marketing messages
and website?
Enquiry•How do your customers make contact in
order to find out more about your service and whether it’s the right one for them?
•How do they make the decision to use the service or not?
•Are there other routes through all of the tools their disposal?
Enquiry•How do your customers make contact in
order to find out more about your service and whether it’s the right one for them?
•How do they make the decision to use the service or not?
•Are there other routes through all of the tools their disposal?
Recommendation •Do users recommend the service to others?• Is it easy to recommend and share?•Does the service generate buzz?•Who’s doing the talking?•What customer outreach initiatives are being
taken?
Recommendation •Do users recommend the service to others?• Is it easy to recommend and share?•Does the service generate buzz?•Who’s doing the talking?•What customer outreach initiatives are being
taken?
Retention•Do users come back and use the
service again?•Do they try new elements of the
service, scale up their usage?•Reclaimed, renewed, redeemed?•Has a relationship been developed?•How are past users communicated
with?
Retention•Do users come back and use the
service again?•Do they try new elements of the
service, scale up their usage?•Reclaimed, renewed, redeemed?•Has a relationship been developed?•How are past users communicated
with?
Strategic option: MYOA - Consumer
Your Turn!
http://www.slideshare.net/MobileMaggie/ictktn-online-business-essentials-2013-july