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January 18, 2011
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Digital Word of Mouth
January18
2011
There is no longer social media and traditional media. It is all media now. There are only social tools.“
Social media is not a campaign.It’s a commitment.“
Focus on how to BE social.Not on how to DO social.“
Agenda
• A resurgence of Word of Mouth (WOM)• The fundamentals of digital WOM• Putting the social tools to practice• Triangulate for kinetic potential• In the end, it’s about content
The average person is
exposed to over
3,000 marketing
messages per day.
Only 14% ofpeople trustadvertisements.
“ 78% of peopletrust the recommendations of their peers
“- Nielsen, “Trust in Advertising”
The right tool for the job…“
• A
Elasticity Capabilities
Blogs
Social Networks
Online Communities
Radio
Online Brand Content
TV
Search
Rewards Programs
Mobile Marketing
Direct Mail
Media Relations
Opt-in E-mail
Online Display Advertising
Mas
sTa
rget
edPe
rson
aliz
ed
Trial AdvocacyRelationshipsAwareness LoyaltyConsideration
TRUST
Pers
onal
izati
on
Digital Traditional
Face-to-face Conversations
The evolution of Media
BroadcastCentralized control; broad message deployment
NarrowcastCentralized control; specific message deployment
NetworkedDecentralized control; fluidity; dynamic message deployment
We’re in the Age of WOM
• WOM has always been the world’s most effective form of marketing
• Left behind for mass reach• Social media has sparked a resurgence of
interest in WOM
The New Math
• Old: Message 5,000,000 to possibly reach 500• New: Personally reach 500 who influence 5,000 who influence
20,000 who influence 200,000
Organization
New Math: 5,000 people who want to hear your message are more valuable than 5 million who don’t.
The decline of brand marketing is the 900 pound gorilla in the room.
Success in neither magical or mysterious. Success is the natural consequence of consistently applying the basic fundamentals.“- Jim Rohn
THE FUNDAMENTALS
Types of WOM Marketing
• ORGANIC WOM– Occurs naturally as a result of the
positive qualities of your product/brand
• AMPLIFIED WOM– WOM that is intentionally started
through a proactive campaign.
Three Rules of WOM Marketing
• BE INTERESTING:– Give people a reason to talk about you.– Be interesting or be invisible.
• MAKE IT EASY– Help WOM spread. Give them the tools.
• MAKE PEOPLE HAPPY– When people like you, they’ll share your message.
Key Themes
• Conventional Wisdom: “You’re losing control of your brand”– To the contrary – you CAN moderate
• WOM must be co-created and nurtured in coordination with consumers
• Integrate WOM into all consumer touch points• Always capture information for future contact– Like a good salesman, always ask for the next step.
The Psychology of WOM
• Reciprocation• Commitment and consistency• Don’t try to be cool• Liking • Authority• Information brokers
WOM Checklist: Four Elements
• Talkers:– Who will tell their friends about you?
• Message:– What will they talk about?
• Tools:– How can you help the message spread?
• Measurement:– How will you monitor and measure?
THE REAL QUESTION IS…
Why would anyone want to talk about YOU?“
People talk about you when it benefits them.“
Activate your fans, don’t just collect them like baseball cards.“
They’ll talk about you if…
• It makes them look smart• It enables them to help others• It allows them to feel important• It enables connection to a group• Detractors will talk if they have a bad experience
Myth-Busting
• People will want to watch your branded content• People will be patient with your content• People will find your content• The Internet is a level playing field• We have no idea why things “go viral”
Myth-Busting
• Experience beats documentation• You should build your own community and tools• Keep things professional• Traditional media is irrelevant to the web• People will create good content for you
Triangulate to Create Kinetic Potential
• Utilizing a mix of tactics that balance and blend both online and offline tactics, you give every program the potential to gain viral potential in the popular conversation.
• Optimizes current channel tactics and amplifies the program as a whole.
Design the measurement strategy based on your objective, not the technologies you use.“MEASUREMENT
Measurement
User Reach
User Reach
Volume of Participation
Quality of Participation
Volume of Energy
Quality of Energy
Listening Talking Energizing Supporting Embracing
Measurement
Extent of exposure to our content and message.
Amount of engagement or interaction with our content
Degree of influence of or change in perceptions and attitudes.
Amount of actions taken as a result of the program.
Amount of tangible, business value created (revenue or savings).
Examples:
• Impressions• Search rank• Brand mentions• Share of positive
discussion• Count of followers,
fans• Unique visitors
Examples:
• Time on site• Return visits• Inbound links• Subscribers• Comments• UGC Sentiment• Re-Tweets• Avg.
comments/post• Likes per status
update
Examples:
• Purchase consideration• Change in
attitudes• Associate with
brand attributes• Net promoter
score• Review
sentiment• Avg. rating
Examples:
• Event attendance• Coupon
download• Visit retail store• Lead generation
Examples:
• Revenue generated• Savings realized
• Direct attribution (unique codes)• Correlations• Survey
methodologies
And in the end…“
Every company is its own TV station, magazine, and newspaper.“
IT’S ABOUT CONTENT
Social Media is Content Marketing
• Creative– It’s a 24-hour content cycle. You’d
better have something to break through the noise of the conversation.
• Brand Building– Content and conversation define a
brand more than a new logo or a press release.
• Engaging– Inspire feedback. This is not a
copywriting assignment.• Relevance is Redefined
– To create conversation, simple, random and banal may be a brand’s best bets.
Create a persona. Not a proposition.“
Digital Word of Mouth
January18
2011
Brian Cross, Managing [email protected]@goelastic
Get in touch!