Networks, Signals, Reputation, and Delight: Emerging keys to sales and marketing success in an...
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NETWORKS
SIGNALS
REPUTATION
& DELIGHT
Brian Vellmure Principal / FounderInitium LLC
Emerging keys to sales and marketing success
in an always on, attention scarce, information rich world
http://www.brianvellmure.comhttp://www.twitter.com/CRMStrategies
Brian Vellmure @CRMStrategies brianvellmure.com
"If I had to name the single characteristic shared by all the truly successful people I've met over a lifetime, I'd say it is the
ability to create and nurture a network of contacts.”
– Harvey Mackay
Andrew
“Here lies a man who knew how to enlist the service of better men than himself."
• Opportunity is now exponential
Difference = Hyperspeed
Exponential number of networks to join
Over 800,000 Groups & growing exponentially
OCT 2009: 52 million GroupsFEB 2010: 620 million Groups
Source: www.allfacebook.com
Source: LinkedIn March 2011
Source: Meetup.com March 2011
The Formation of Social Graphs
Flip the Limit- Be part of everyone’s 150
Brian Vellmure @CRMStrategies brianvellmure.com
Era of Human Digitization
Portrait by Popeye Francom
“It's the place where tens of millions of people turn to freely share their thoughts with the
world— and where hundreds millions more go to read those thoughts”
- Evan Williams, Serial Entrepreneur, Founder of Twitter & Pyra Labs (discussing Blogger)
“Every two days now we create as much information as we did from the dawn of civilization up until 2003”
- Eric Schmidt, Co-Founder of Google
Open (Signal) Sharing Networks
Most content dies here
The second circle is what matters
The Big DropoffIt’s the
3rd
Circlethat makes
you a
HIT!
Your new mantra:
Do this too:
Your prospects & customers are also:
searching
sharing
creating
engaging
Asking questions that you can answer…
Are
You
Listening?
The Semantic Web (Web 3.0) holds the potential of taking all of this content and automatically connecting it (and you) with potential partners, customers, prospects, employees
…Based on your networksyour signalsyour reputation
Credit: iphones.ru
Brian Vellmure @CRMStrategies brianvellmure.com
Character is a tree, reputation is its shadow- Abraham Lincoln
We don’t want 7,700,000 results
Emergence of reputation and influence scores
User Badges – Verizon Community (Lithium)
Reputation: Community Badges
But the roadmap has been charted
Still a long way to go…
Brian Vellmure @CRMStrategies brianvellmure.com
More than
85% of consumers
said they would
PAY A PREMIUM of up to
25% for a
Superior Customer Experience.
Source: RightNow Technologies Customer Experience Impact Report
Americans will spend
9% more with companies thatprovide excellent service
but 2/3 feel companies
aren’t doing enough to EARN their business
Source: 2010 American Express Global Customer Service Barometer
Customers looking to be delighted
This year's results make it clear that 'delight' is now the critical brand differentiator and most important driver of engagement and loyalty,“ stresses Robert Passikoff, founder and president of the Brand Keys consultancy.
"Mere brand 'satisfaction' has never been more cost-of-entry. Consumers already know the brands. They know what they do and they know what they're willing to pay for them. Now, they're looking to be delighted."
Source: 2011 Brand Keys Customer Loyalty Index
Know (or learn) what your customers desire most
Do something
remarkable
Post Sale
Delight:
The
Patagonia
Jacket Story
Post Sale Delight.
Unexpected Delight for my wife’s birthday
Brian Vellmure @CRMStrategies brianvellmure.com
Your customers have:
“Too ma-nee choi-ces…”
Rep
utatio
n an
d R
ankin
g
Rank
Reputation and Ranking
Reputation and Ranking
Reputation and Ranking
Reputation and Ranking
Reputation and Ranking
Reputation and Ranking
Reputation and Ranking
Reputation and Ranking
93% of B2B buyers use search to begin the buying process.Source: Marketo
80% of IT decision makers say word of mouth is their most important source when making buying decisionsSource: Marketo
90% of business buyers say when they’re ready to buy, they’ll find youSource: DemandGen Report
(SocialRank, PeopleRank, HumanRank)by Brian Vellmure @CRMStrategies
Who recommends content matters
The
Messengeris becoming
as important as the message
SignalsIndividualsGroups
Delight
THE NETWORK3rd Circle2nd Circle
Rep
uta
tio
n
Grows existing network
Networks, Signals, Reputation & Delightby Brian Vellmure @CRMStrategies
Networks, Signals, Reputation & Delightby Brian Vellmure @CRMStrategies
NETWORKS
SIGNALS
REPUTATION
& DELIGHT
Emerging keys to sales and marketing success
in an always on, attention scarce, information rich world
ARE THE
Brian Vellmure Principal / FounderInitium LLC
http://www.brianvellmure.comhttp://www.twitter.com/CRMStrategies