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Web 2.0 – What is it?A good overview of the term ‘Web 2.0’ can be found on Wikipedia at http://en.wikipedia.org/wiki/Web_2.0covering both the technology and business perspectives. You should also take the time to view the Web 2.0 videos listed in the video section of the site.While it is important to understand the range of Web 2.0 applications and technologies available, it is the business impact of Web 2.0 that provides the main focal point of this class. This can be seen clearly in our Model of Web 2.0 shown in Figure 1.1.The Model comprises three inter-related elements:- Web 2.0 Applications- Features and Characteristics- Business Impact
Citation preview
Web 2.0
‘The times they are a changing’
Dr. Jim Hamill and Alan Stevenson
Department of MarketingUniversity of Strathclyde
May, 2009
Topic 1
Web 2.0
An Overview
What Is It?
A new buzz word coined by management consultants to encourage us to part with our hard earned cash
or
A fundamental change in the way people use the Internet, their online expectations and experiences
What Is It?
It’s a fundamental, revolutionary change……
Major impact on consumer/B2B decision-making and behaviour across a broad spectrum of industries
Major opportunities, but also threats, for your organisation
Marketing as a ‘conversation with your customers, a conversation with your network’
What Is It?
All revolutions have ‘winners’ and ‘losers’. ‘Winners’ will be those organisations who fully utilise the interactive power of Web 2.0 technology for engaging with and energising customer and network relationships
Requires a new ‘mindset’ and new approaches to marketing communications strategy and implementation
Requires new performance measures – Quality of your network
– Relationship strength
– Ability to leverage
Web 2.0
A fundamental change in the way people use the Internet …….
Rather than being passive recipients of ‘brand messages’, Web 2.0 is characterised by
– Information ‘pull’ rather than ‘push’– User generated content– Openness, sharing, collaboration, interaction, communities, and
social networking
‘Power to the people’ – Web 2.0 empowers people – empowers customers
Web 2.0
The end of the..........
The read only Internet
The ‘tell them how good’ we are Internet
Traditional ‘push’ marketing strategies (declining effectiveness – nobody listens any more)
The ‘Brand’ as we know it – People are becoming ‘cynical’ to brands and resistant to brand messages- -the ‘brand’ becomes the customer experience
The end of the ‘About Us’ web site…..and the beginning of the ‘About You’ web site
Source: The Future of Advertising, APA, 17/02/09 as published on Slideshare (www.slideshare.com)
In a Web 2.0 Era, the Brand Becomes the Customer Experience of the Brand
A quick ‘personal experience’
Dubai Hotel
From the web site
• This 5-star hotel and residence offers European hospitality with an unmistakable French touch. The hotel consists of 318 beautifully appointed guest rooms/suites, while the residence offers 112 fully furnished and equipped deluxe Studios and 1-3 bedroom apartments.
• The ultimate in comfort, we offer 318 luxuriously elegant rooms and suites.
• Take a trip. Escape. Go and visit somewhere new and see if we are there… Give in to that irresistible wanderlust. Discovering and staying in the most exceptional hotels in the world has become the modern-day Graal, a game, a quest…
The Customer Experience of the Brand
Tripadvisor
From Tripadvisor
• It's getting old, the rooms are unappealing and it will never be more than a business hotel
• Being a Sofitel hotel we expected something quite 'flashy' unfortunately we were let down. The rooms, although comfortable and clean, were not of the standard we expected and were definately not what we expected after looking at the photos on the hotel's website.
• Booking my stay via the Sofitel website after a pleasant experience at several other Sofitel locations over the past 2 years with my new job I was looking forward to a 5 star luxury stay after a stressful business trip. My expectations were reasonable, however certainly not met by this hotel.
Web 2.0
Applications
Social Network Sites
Social Content
Social Bookmarks
Blogs
Wikis
Virtual Realities
RSS Feeds
Podcasts
Social Applications
Mash Ups
Mobile Web; Internet Telephony
Internal and External Use
These applications can be used on your own web site and/or by participating in
‘external 2.0’ sites
Characteristics
Communities and Networks
Interactivity
Social Element
Openness
Peering
Hosted Services
Global
Sharing
Empowerment
Mass Collaboration
The Internet as the platform
Impact
Business Intelligence
Customer Interaction
Sales & Marketing
Customer Experience
Customer Insight
Processes and HRM
Mindset
Product Development
Reputation Management
Rich Internet Applications
IT Infrastructure
Business/Marketing 2.0
Web 2.0 Applications
Open sourceOnline Applications/ Web ServicesSocial Network SitesSocial Content – Social BookmarkingBlogs or WeblogsWikisPodcasts/ VodcastsVirtual RealitiesMash UpsRSS FeedsMobile Web; Internet TelephonyTwitter
Characteristics
Communities and NetworksOpennessSharingPeeringHosted Services – online applications; the Internet as the platformInteractivitySocial ElementMass CollaborationEmpowermentGlobal
Impact – Wikibusiness
MindsetBusiness IntelligenceCustomer Insight and UnderstandingCustomer InteractionEnhanced Customer Experience –
Rich Internet ApplicationsReputation ManagementSales and Marketing Product Development and R&D e.g.
engage and co-createIT/Software/ApplicationsOperations, Internal Processes and
HRM
Business Impact
The need for new business/marketing models
– Traditional approach:
• Product development – Differentiate – Market and Promote - Sell
– New model based on:
• Communities, networks, openness, peering, sharing, collaboration, customer empowerment, ‘think and act’ globally
A few references.........
Wikinomics
Tapscott and Williams (2006)
Web 2.0 represents a major paradigm shift and requires new corporate mindsets and new approaches to business strategy development, implementation and online branding.
O’Reilly (2006)........Web 2.0 as ‘a set of economic, social, and technology trends that collectively form the basis for the next generation of the Internet—a more mature, distinctive medium characterised by user participation, openness, and network effect.’
The Groundswell
Li and Bernoff (2008)
A spontaneous movement of people using online tools to connect, take charge of their own experiences and get what they need from each other (information, support, ideas, products, bargaining power etc)
The ‘groundswell’ is unstoppable – it’s a social revolution
It’s a permanent, revolutionary shift in the way the world works
You can try to fight it or join it – energise the groundswell
Marketing to the Social WebLarry Weber (2009)
Marketers must look for new ways to communicate with customers. New mindsets and a radical rethinking of past practice is required
Rather than broadcasting sales messages to an audience who no longer listen, innovative marketers should become ‘aggregators of customer communities’. They should participate in, organise and encourage social networks that people what to belong to
Rather than talking at customers they should talk with them
Grown Digital – Don Tapscott (2009)
$4m research project covering 10,000 people in the age
group 11 to 30
The Net Generation – the first generation to have grown digital
Revolutionary impact on all aspects of life including the world of work, education, family relationships, political engagement and the global environment
YouTube Videos
Bob Dylan
Come gather 'round peopleWherever you roamAnd don’t criticise
What you can't understandYour sons and your daughters
Are beyond your commandYour old road is
Rapidly agin‘Then you better start swimmin’
Or you'll sink like a stoneFor the times they are a-changin’
Strategic Audit
The Ten Key Questions
Ten Key Questions
1. What impact is Web 2.0 having on my industry?
2. What are the opportunities and threats for my organisation? How well are we currently positioned to capitalise on these opportunities, minimise the threats? What progress have we made? What is the ‘strategic gap’ between where we are and where we should be? What internal organisational barriers and obstacles need to be overcome for us to make progress in this area?
3. What impact is Web 2.0 having on consumer behaviour and decision-making in our industry?
Ten Key Questions
4. Do we need a new business ‘mindset’ and organisational structure to succeed in a Web 2.0 environment?
5. How can we best utilise Web 2.0 for effective reputation management?
6. How can we best use Web 2.0 for market/customer research; for building deep customer insight, knowledge and understanding?
7. How can we best use Web 2.0 applications for building on-going customer dialogue and interaction; for enhancing the online customer experience; for engaging with and energising our network?
Ten Key Questions
8. What are the key Web 2.0 actions and initiatives we need to introduce?
9. What new business performance metrics do we need to use in a Web 2.0 era?
10. How can we best use Web 2.0 for improving internal operational efficiency and business processes?
Questions