EveryThing Changed | Again
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EVERYTHING CHANGED again
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Transcript of EveryThing Changed | Again
EVERYTHING CHANGED again
Bill Clinton | DreamForce Keynote 2010
“You are all in the tomorrow
business.”
RightNow | July 2010 Study
58% expect response42% expect with 24hrsyet only22% get response at all
offline
online
Hey!
Ouch
the quick fix
the social media diet
The Guardian Newspaper on Social Media
The Guardian Newspaper on Social Media
You are not who you say you are
You are not who you say you are
Reputation by association
Reputation by association
fast forward
THE WORLD IS MOBILE
how mobile-friendly is your brand?
Which Century? XXI or XIX?
location brand building?
Building which brand?
Dirty words…
Building which brand?
meaningful relationships
talking to brands is a little like…
MARKETINGurgently needs a redesign
at war with the consumer
the new-improved consumer
author (wordpress)
expert (wikipedia)
dj (iTunes)
producer (YouTube)
editor (digg)
a network (friends)
critic (Amazon)
journalist (iReport CNN)
pirate / innovator (?)
syndicator (RSS)
What? | the 50/50 rule?
retention vs. acquisition
poor stupid customer
lots of followers & fans.
lots of followers & fans means…
SPAM – interpretation vs. definition
"This message is sent in compliance with the new email bill section 301. Under Bill S.1618 TITLE III passed by the 105th U.S. Congress this message cannot be considered Spam as long as we include the way to be removed, Paragraph (a)(c) of S.1618. Further transmissions to you by the sender of this email may be stopped at no cost to you by sending a request to be removed to”
“Esta mensagem é enviada com a complacência da nova legislação sobre correio eletrônico, Seção 301, Parágrafo (a) (2) (c) Decreto S.1618, Título Terceiro aprovado pelo “105 Congresso Base das Normativas Internacionais sobre o SPAM”. Este E-mail não poderá ser considerado SPAM quando inclua uma forma de ser removido. Para ser removido de nossa lista envie-nos um e-mail solicitando a retirada de seu e-mail para:”
Bill S.1618 was never passed.
THE EXPERIENCEcreating moments | it’s in the details
actual experience
experiencing self
remembering self
* psychological moment lasts for 3 seconds
that’s 600,000 per month...
the memory
experiencing self
remembering self
* we don’t choose between experiences, we choose between
memories of experiences
Customer service is vital.
An apology without an action is worth…
Guerilla Marketing | ft. the consumer* Source: Bruno Figueiredo
INVERTING THE ROLES
Creating & managing the desire.
loyalty comes from dependence
minimizing sacrificesatisfaction maximized
loosely based on a possibly
true story
consumers have infinite choice
what will it take?
Santos Ferreira | Millennium BCP
“surpreendido com o impacto e grau de
organização”
the week-end team
O Jornal Público | Editorial
“os rumores
combatem-se com factos”
Jornal de Negócios | 14-02-2011
some thoughts
total transparency
“We can’t be
successful if we don’t lie
to our customers”
Larry Ellison | Oracle
really?
you really want to do this?
what privacy?
Privacy is the price of free
go deeper
What we do
go deeper
What we doWhat we should do
go deeper
What we doWhat we should doWhat we must do
what’s next?
KILLER content, service & product
build trustbe authentic
humanemphatic
+/- transparent
experimentlisten & talk &
listen
what to do then?
the more you turn left, the more you’ll learn to turn right
TOOLS EXIST.Gurus who know how to use & interpret them,not really.
NUNO MACHADO [email protected]
