2. Overview
• Business Networking and Matching in the Age of
i ki d hi i h f
Social Media
– Ecosystem
– Applications and Tools
– Monitoring and Measurement
• Workshop Series
1. Transform (Persona Management, Knowledge
Management)
2. Take‐Off (Connecting and Networking)
3. Target (Matching and Executing)
3. The Business Ecosystem
The Business Ecosystem
• Internal
• Partner
• Competitor
• Vendor/Supplier
• Leads
• Prospect
Prospect
• Opportunity
• Customer
• Ex ‐ Customer
6. Social Media
Social Media
• Tools – bl
l blogs, wikis, and podcasts.
iki d d
• User‐generated content (UGC) – reviews, social
tags, social bookmarks, comments, rankings,
ratings and photos, and videos.
• Social Networks
– Facebook
– Twitter
– Linked In
– Ning
– Xing etc. etc.
g
7. Uses new
Seeks support online
to connect channels and
with like-
like new
minded peers communication
tools
Reads and
creates
p
product
The Trusts in advice
by online
y
reviews,
product
Social
S acquaintances
and strangers –
rankings and Customer ‘people like me’
blog posts
Wants to
Expects better provide
customer feedback
experience about the
product and
customer
service
8. Evolution of Customer Touch Points
Evolution of Customer Touch Points
• Blogs • Microblogs
• Price comparison website
• Phone • Phone
• RSS • Podcast
• Fax • Fax
• Email • Wikis
• Email • Social Networks
• Service • Service
• Letters
+
• Letters • Widgets
• Personal contact • Personal contact • Video sharing
• Company’s website • Company’s website
• SMS • SMS • Photo sharing
• Instant Messenger • Instant Messenger • Forums
• Chat • Chat • Auction website
• Media • Media • Slides sharing
• Reviews and ratings in retail sites
g
• Social Bookmarking • Wish lists
9. Applications and Tools
Applications and Tools
• Blogs/Podcasts/Twitter
• Wikis
• Social Tagging and Folksonomies
• Social Networks and Communities
10.
11. Stuff to put on your Blog
Stuff to put on your Blog
• Company news; awards, contract wins etc
C d t t i t
• Stories about people in your business
• Offer industry expertise
Offer industry expertise
• Views on the industry/your marketplace
• Video of your company environment & your people
Video of your company environment & your people
• Information regarding your industry such as
exhibitions, trade shows etc
,
• Product | service reviews
• Industry interviews
y
• How you work with your customers
• Case studies and testimonials from your customers
12. Uses of Blogs
Uses of Blogs
• They offer direct access to senior
g
management for customers
• A place for customers to collaborate on ideas
• A l
A place to deal with customer service issues
d l ih i i
that invites customers to help solve problems.
14. Definition of wikis
Definition of wikis
• A wiki is a type of website that allow users to
y p y
easily add and edit content and is especially
suited for collaborative writing
• It amasses to a group of web pages that
It amasses to a group of web pages that
allows users to quickly add content and also
allows others to edit the content
ll h h
• It relies on cooperation, checks and balances
It relies on cooperation, checks and balances
of its members, and a belief in sharing of ideas
16. Uses of Wikis
Uses of Wikis
• Di
Drive collaboration
ll b ti
between customers and
employees
• Tool for project
management
• Repository for a
Repository for a
dynamic knowledge
base and on‐demand
content delivery system
t t d li t
• You to tap external
resources for
resources for
knowledge and insight
20. Social Networks
Social Networks
• Don’t have to physically present
• Transparency is the operative word.
Transparency is the operative word.
• Analyze
• Respond
22. “What’s the biggest problem Facebookers are
confronting? asks Scott Harris in Reader’s Digest
confronting?” asks Scott Harris in Reader s Digest.
Parents signing up, he says.
Since his mom befriended him on Facebook, his
status updates read:
■Scott is making good, well‐informed decisions.
■Scott is going to bed at a very reasonable hour.
■Scott is making large, regular contributions to his
g g , g
savings account.
■Scott is drinking only on occasion, and even then,
it’s just one or two.
24. Uses of Social Networks
Uses of Social Networks
• Meet your industry peers
M t i d t
• Find and source industry contacts
• Find prospects
Find prospects
• It opens doors previously closed
• Build and develop business relationships
p p
• Raise your profile in your sector
• Develop your brand
• Place very targeted adverts
• Cost effective marketing, branding and recruiting
• To listen! Consumers and the media are talking about you
T li t ! C d th di t lki b t
in real time, openly and honestly
• To learn about the competition
p
25. Next Up – Location Based
Next Up Location Based
• Location based:
– Foursquare
q
– YELP (YELlow Pages)
– ShopKick
– Google Lattitude
– Facebook Places
28. Monitoring
– Continuous and immediate discovery of
conversations with the purpose of learning,
engaging, helping and collaborating
– Monitoring answers the question “Who is talking
about [insert keyword] right now and what are
they saying?”
29. Monitoring ‐ How it works
Monitoring How it works
• Performed on a keywords basis. Relevant
y y p
keywords include your brand name, product
name, etc.
• Grabs the relevant articles and messages
Grabs the relevant articles and messages,
• Arranges them for easier digestion and action.
30. Measurement
• Measurement is more concerned with metrics
p p
over a specified time period.
• Measurement answers questions of
– “H did
“How did my keywords perform over time?”
k d f ti ?”
– “How does that compare to my competitors?”
– “What are some trends I can glean to make my
product more usable by these people who are
giving me feedback?”
31. Measurement ‐ How it works
Measurement How it works
• Tabulates data and presents them to you in
p
relevant data reports.
• Slice and Dice
32. Monitoring and Measurement
Monitoring and Measurement
• Google Alerts
• Google Analytics
Google Analytics
• Twitter Tools
• Facebook Insights
• A Wiki of Social Media Monitoring Solutions
A Wiki of Social Media Monitoring Solutions
– http://wiki.kenburbary.com/
33. Goto Google Alerts Google Alerts
Google Alerts Then goto manage
page‐ enter the search your alert page and
term, type, frequency of change delivery option
alert and your email
l t d il from ‘Email’ to ‘Feed’.
f ‘E il’ t ‘F d’
address.
Google Alerts
Click on confirmation
Click on confirmation
link for the alert.
RSS Readers
-Bloglines
Blog Searches -Google Reader
g Detail Searches
-Technorati -Feedreader -twitter.com
-Ice Rocket -Wordpress
-Boardreader -Del.icio.us
Del icio us
As pointed by Google Blog, besides the RSS feed option – now alerts are
delivered faster. Some alerts will also include images, wherever possible
44. 2 Take‐Off
2 Take Off
• Connecting and Networking
– Networking tools and techniques
g q
– How to work a (virtual) room
– Integrate online and offline
Integrate online and offline
45.
46. Target
• Matching and Executing
– Matching and Closing the deal
g g
– Executing Transactions
– Executing Projects
Executing Projects
– Getting results
47. Through its search CC platform Invites to Networking
automatically identifies matching for matched parties to
Requirement is skillsets posted by members and attend, with a closed
posted online prospects. briefing if interested
HTC requires embedded online
q
applications for Android PDAs
Members who have
CC will again search for
indicated interest by
relevant IP that can be
response, will be invited to
used, from dbase of
a project space online.
research of institutes/
companies.
An appointed
mentor/expert will assist
Makes recommendations.
Makes recommendations
to form teams from the
forum.
Likely, more than one
team will be formed from
perhaps 3 countries.
Official teams
will submit
CC Assessment Team then
project scope
submits proposal to HTC,
and
with specs.
requirements
Liaises with project team
Liaises with project team Appointed mentor/expert will
/
for enquiries. continue with relevant teams
toward deliverables
HTC signs approval, and
If the project requires funding, or a new awards project team[s].
entity/process/innovation will be created, CC may seek
a loan or grant from Spring or relevant parties.
48. Thank you
Roland Hor
Roland Hor
rolandhor@catalystorigin.com
www.catalystconnector.com
