20110224 listening dickraman

1. Dick Raman,
CEO,
BrandReact, Inc.

2. ! http://www.youtube.com/watch?v=lFZ0z5Fm-Ng

3. ! Governments overthrown
! Every part of our life affected
! Not just for kids
! Fundamental Shift in Business
! Consumer Power
! B2C and B2B

5. ! Consumer always had a voice
! Consumer Advocate Groups
! TV Shows
! With Social Media
! The Masses can be mobilized
! Instantly
! Consumers can damage or break
your Company

7. ! http://www.youtube.com/watch?v=5YGc4zOqozo

16. ! Business Networking (90m Users)
! Resumes + Accomplishments +
Skills + Recommendations
! Professionals
! Executives
! Company Profiles
! Groups (Discussions)
! Events

17. ! Micro-Blogging
! 140 Char (SMS)
! Stream of Information (Real-Time)
! Dip in and Take what you want
! Great search capabilities
! Live event commenting

18. ! 3rd Largest Country
! 1st in knowing its Citizens
! No Democracy
! People are Narcissistic and Voyeurs
! Privacy or Transparency?
! National Social Networks
will fade away
! The web gets pulled in
! Social Logins
! ‘Like’ anything

20. ! Companies need to Listen!
! Listen to what is said about your Brand
! And React!
! Institute Corporate-Wide Listening
! Define a ‘Listening Policy’
! Select suitable tools
! Involve all staff

23. ! 93% of Americans believe a
company should have a social media
presence
! 85% believe a company should be
active with customers in social
media
! 56% feel a stronger connection with
companies they interact with in
social media
Cone Business, Sept 2008

24. ! Who is out there?
! What do they say?
! Where are they?
! When do I hear them?
! What matters most?
! What do customers expect?
! What can I do better?
! How am I contributing?

27. ! Effective social listening is not just
technical, it is also a cultural and
business process issue
! Involve the whole organization
! Loosely integrate with CRM
! Appoint Chief Listening Officer
! Educate
! Set Policies
! Enforce
! Listening & Response Platform

28. ! FUD: Fear – Uncertainty – Doubt
! Denial
! Privacy Concerns
! Identity Theft
! Under Age Kids

30. ! The Old way:
! First research on the Internet
! Then Buy in Store (or Online)
! The New way:
! Research while in the Store
! Look for Reviews
! From Friends!

34. ! The Old Way:
! Use Targeting to
Convince
! The New Way:
! Use Human
Engagement to
Drive Preference
and Loyalty

35. ! Retain Customers
! Acquire Customers
! Reputation Management
! Customer Service (in Public)
! Public Relations
! Exceed Expectations

37. ! Appoint A Chief Listening Officer
! Listen with a purpose
! Think enterprise
! Don’t try to boil the ocean
! Stand on the shoulders of giants
! Embrace the change

40. BrandReact Nederland BV io
info@BrandReact.nl