STOP [story]TELLING and START LISTENING to Your Customers!

Enough of storytelling! While you can tell the most engaging stories and craft the most immersive experiences for your consumers, are you making an equal amount of effort to [constantly] listen to your consumers? Because just by developing a se*y and innovative digital platform for your campaign may win you awards but may not result in intended marketing objectives!

The Connected Viewer - The End of Disengaged TV Advertising

Many advertisers were worried about the impact that DVR would have on TV ads. Guess what!

The Connected Viewer is changing TV ad consumption.

Going by the growing multi-screen trend, loss of TV viewers from second screen viewing to advertisers is way bigger than the DVR. If consumers are spending time on a second screen, it is quite obvious that the impact of traditional advertising is getting smaller. And this behavior of tuning out from TV ads (generally due to lack of engagement) will only get worse!

So how can advertisers address this changing behavior?

Forget Digital.. Future of Media is in the "Internet of Things"

The foundation of the new digital economy is built on the changed behaviors and attitudes of people who increasingly rely on digital technologies - primarily enabled by the internet. But the Internet is continuing to evolve. Initially it was the static Web, and now it is social, mobile, cloud computing and wireless networks. However beyond the technology (open, simple and distributed), the Internet's culture of collaborative innovation keeps having a transformative impact on companies, communities and institutions.

In 2008, the number of devices connected to the Internet exceeded the number of people on Earth. And these devices are not just smartphones and tablets. They are everything around us - from smart televisions to interactive coke machines, from motivated running shoes to the interconnected cows, bananas and more.

While social networks (network of connected people) is reaching saturation, the 'internet of things' (network of connected things, as well as things and people) is gaining traction. By 2020, there will be 50 billion things connected to the internet! Every person, animal, and thing could be connected.

The (virtually) Real Difference between Old Media and New Media

“I thought the attractions of being an astronaut were actually, not so much the moon, but flying in a completely new medium” - Armstrong told his biographer.

It's always been about the experience in a new medium! And today you don't need to be an astronaut to fly into a new medium. New media technologies are available at the consumer's fingertips. The real question for brands today is how to effectively leverage these consumer technologies in order to take brand experiences to the next level. But before that, it is important to understand the key differences in old and new media:

The New Brand Tree: Growing the Fruits of Earned Media

What is the the new Brand Tree?

The new Brand Tree is inspired by nature.

Building a healthy brand is like growing a healthy tree.

Give Brands nothing, but take from them EVERY THING!

Battle: The Great War of Digital Consumerism
Strategy: Use Digital to connect, engage, and destroy brands, one interaction at a time!
Weaponry: Digital media or media enabled by the converging forces of social, mobile, cloud and internet of things
Incumbent: Brand
Challenger: Consumer

Who will win this war - consumers or brands?

Consumers push Brands forward...
If today brands are feeling that customers change loyalties at the flip of a coin, they have absolutely no idea about the Great War that is only beginning to take shape. This War will be started by the Digital Consumer and will inspire the entire consumer base to rise and win the war of consumerism if brands don't act now!

The Digital Epicenter: Convergence of Forces to drive Innovation

Three years after I wrote the article on the new facets of Innovation, we are seeing forces come together to redefine how business will be conducted by keeping the consumer in the center of all decisions. 

Multimedia, social media, and the Internet of Things is fueling exponential growth in data for the foreseeable future. To enable the next frontier for innovation, competition and productivity, companies will need to fish where the fish is (on social networks), allow consumers to access information in anywhere, anytime (via mobile devices), and derive customer intelligence from big data. This can only be possible using scalable yet cost-effective cloud infrastructure. 

The digital epicenter, as show in the figure above, is the point of convergence of digital forces - social (behavior), mobile (access), cloud (delivery), big data (context)*. This is the target state that companies should aim for, where true customer-centricity can be realized. 

4 Tactics to influence the new, SOCIAL consumer!

Traditionally the value of a customer was measured by his ability to purchase a company's products and services or CLV (customer lifetime value). But now with consumers recommending products and sharing experiences on social networks, the purchase cycle has changed. It is becoming increasingly necessary for companies to measure their social influence. Therefore, as shown below, value of a customer increases with customer revenue as well as social influence, also known as social CLV or CLV 2.0.

So what tactics can Marketing deploy to influence the social consumer?
There are 4 tactics that can be deployed depending on level of customer's revenue and social influence.

4 tactics to influence the social consumer

CLV 3.0: Measuring Co-Creation Value of a Customer

credits: redheadedfrog

While social media finds a way into the enterprise, it is imperative for companies to take a look at an essential metric that measures how much each customer is worth in monetary terms - CLV or customer lifetime value (you may also refer to HBS' CLV Calculator).

However with social CRM's capability to centrally store data that measures and reports on social media activities, there comes a need to revisit how we measure the value of our customers on the basis of two primary actions that they are actively performing -

• Referring actions - Like, share, recommend existing products and services resulting in Customer Referral Value
• Innovation actions - Co-create new products and services  resulting in Customer Innovation Value

Customer Referral Value:

With customers liking, sharing, recommending, influencing our products and services, we need to add the customer's referral value (CRV) to the current CLV metric. (sources: definition by Daniel, Oracle's Tara Robert) 

So CLV 2.0 or social CLV looks something like this: 

CLV 2.0 = CLV + CRV, 

where CRV is Customer Referral Value.

Customer Innovation Value (new metric):

While a very large percentage of users recommending our products and services, there is also a small yet relevant base of customers willing to co-create our next product or service (ref: Starbucks, Dell). These are truly high value, high potential customers. Companies that are able to strengthen relationships with such customers will gain sustainable competitive advantage. And this is the future of competition!

So CLV 3.0 would look something like this:

CLV 3.0 = CLV + CRV + CIV, 

where CIV is Customer Innovation Value.

So how do you think companies can measure CIV? Is there a science to it yet?

And should companies tweak their loyalty programs to reward customers who have made contributions of outstanding significance to a company's profitability, measured in terms of monetary, social, and innovation value? Maybe call it "Customer Lifetime Value Rewards" :) ?... what do you think? (Pardon the analogy to Grammy's Lifetime Achievement Awards!)

(Check out my next posting on how companies can leverage the purchasing power and social influence of their consumers.)

Social media's big push within the enterprise (finally!)

Six years after the term Web 2.0 was defined, it's extremely heartening to know that social media is finally entering the enterprise in a big way with the blessings of Oracle and Salesforce.com!

With Oracle's acquisition of Virtue and Collective Intellect, and Salesforce.com's acquisition of Buddy Media, social media and the new facets of customer engagement and innovation will finally begin to see the light of day within the enterprise in the form of social CRM - a key customer relationship management offering that will plug into social media platforms such as Facebook, Twitter, etc and provide the missing piece of the 360 degree view of the customer.

Through these acquisitions — and the eye-opening price tags behind them — Oracle and Salesforce.com show that the business world is getting ready for social media. It’s no longer considered a fad, definitely not just hype, and not going away any time soon. Businesses must care about social media because it’s clear that consumers already do. - Forbes

What does this mean for Marketing and IT teams?

Marketing will now be able to centrally create, publish, moderate, manage, measure and report on social marketing campaigns and activities on social media platforms such as Facebook, Twitter, YouTube and Google+.

So suit up, IT... and get ready to shake hands with Marketing and drive the social CRM story forward...  what say?