BIZTECHBUZZ in the world of social, cognitive, IoT and startups
From the latest research at the Smarter Planet summit, presented by jon Iwata, IBM’s CMO, provides a way to view social not just for a company but for you as an individual!
66% said social helped in innovation and almost half said it makes you more influential
The level of connectedness today is unprecedented
And, with that connectedness comes power.
This is Generation C: Connected and in control!!!
Here is how today’s customer behaves.
We know this – we all behave like this. We interact with many different channels and devices in order to make decisions and interact with the companies that we do business with.
And when we interact through all of these different channels, we expect that the business is thinking about experience – not just in a single channel at a point in time but holistically as we interact across the channels to complete whatever it is we are trying to do. We EXPECT that a site will be relevant if we get to the site from a banner ad or search term. We EXPECT that the profile we set up online is the same profile for the mobile application. And, we get a little annoyed when we have to repeat all of our information to the customer service representative after already entering it all through the phone keypad.
However, the reality is that, most companies are extremely siloed. They often have different technology and data that is driving the customer experience. But, even worse, they often have entirely different objectives and are measured in inconsistent, or even competitive, ways.
In four years between 2008 and 2012, the percentage of brands that were rated as having “excellent” customer experience plummeted from 11 to 3 percent.
Being able to use social and omni channel is the solution! More on this next week!!!
The IBM Tech Trends report is based on a survey of more than 1,200 professionals who make technology decisions for their organizations (22 percent IT managers, 53 percent IT practitioners, and 25 percent business professionals). Our respondents come from 16 different industries and 13 countries, spanning both major and growth markets.
I was surprised that mobile is the largest gap, followed by Cloud. While there is a gap in Social, of the Big 4, it is the best one.
Thoughts? Any surprises to you?!
Everyone always celebrates Friday so I thought today we’d celebrate Monday with a great Social Business coffee Break.
Today we are focused on the 2nd core trend in Socialytics: Marketing not just to a demographic but to the power of 1. (Reminder; trend 1 was the power of information sharing and that driving a need socially to recognize expertise and trust!)
As always tell me what you think!
Since so many of you commented on the Socialytics article we have decided to do a seminar on it! I’d love for you to join me:
Thursday August 22nd, 1:30 – 2:00PM EST, join me in a free webinar hosted by SayItSocial – an industry leader in digital business strategy and training where I will delve deeper into the concept of Socialytics and its importance in today’s social economy.
Click HERE to sign up!
Visit SayItSocial for more information.
I will be discussing the following:
– Why trust and influence are paramount
– Velocity created by combining predictive capabilities and ideation
– How Social is the new production line
– The importance of social leadership for transformation
– Using social data to create personal marketing experiences
I am looking forward to seeing everyone there!
Sandy
Today, everyone is talking about social. You hear about politicians, movie stars, and everyone in between talking about social, using social with Twitter, Facebook, Pinterest, etc.
But you’re a business. What does all this mean to you?
Sure, your business has a website, and it probably has a social media executive responsible for posting and /or monitoring comments about your company that might be posted on Twitter or Facebook by customers. But ask yourself….is your company a social business company? Are you leveraging social to be more customer-driven? Are your employees engaged with social in their jobs? Are you really utilizing the tools and techniques that social offers to improve your business and take advantage of opportunities for growth?
Join me on Wednesday, July 31, on the Victory Circle Radio hour as I talk about my book, “Get Bold”, in which I provide a framework for social. www.victorycircles.com/radio-show
I’ll also share some case studies of companies who have successfully used social technology to connect with customers, helping them create communities and experiences they need. According to a recent study, some 60% of customers use social media to discover new brands and products; 46% of customers use it to strongly influence their purchase decisions; and 40% check social media before making purchase decisions. Your customers are already connecting and talking about your brand. Are you connecting with them so they can become brand advocates? I’ll share examples of customers who have successfully used social technologies to listen to and respond to their customers.
Becoming a social business is about more than simply building a social network. It’s about offering information and services that your customers and partners need. There are companies who have successfully used social technologies and offered meaningful services to their customers, while gaining critical feedback from the customers. It’s about collecting and understanding the data that’s available on the various networks. About 81% of purchasers get product purchase advice from social networks. You need to know who is saying what, and know how to tap into the conversation.
Today, it’s an economic reality that social is here to stay. According to an IBM study, during the next 5 years, 95% of standout organizations will focus on getting closer to the customer. Join me on Victory Circle Radio on July 31 and hear how my social framework can help you become a social business.
I am in Malaysia and was surprised by the number of Asian companies already using Gaming as a part of their Social Business Strategy!
Social gaming adds competitiveness! Take a listen!
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