social media masters : buzz, evangelism and word of mouth (sean moffitt)
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Word of Mouth Presentation as part of the Social Media Masters 2011 series ( www.socialmediaclub.org ) as presented by Sean Moffitt, President - Agent Wildfire and Author/Managing Director - Wikibrands ( www.wiki-brands.com )TRANSCRIPT
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Word of Mouth Marketing: Creating Buzz and Engaging Influencers
September 2011Social Media Masters NYC
@wikibrandsSean Moffitt @seanmoffitt
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Who is Sean Moffitt….Just A Blonde Guy With a Cause
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Agent Wildfire – Canada’s Word of Mouth People
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We WoM with these Influencers…
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Authored by Sean Moffitt and Mike Dover
Published by McGraw-Hill Link
Twitter: @wikibrands
Facebook group: Wikibrands
Now also a Business Consultancy
Wikibrands - 2011 Booklist Business Book of the Year
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“Something you Buy”1850
“Something you Trust”1910
“Something you Want”1950
“Something you Prefer”1980
“Something you Love”2000
“Something you Participate In”
2011
A Premium Brand is Now a Mark of ParticipationWikibrands - There’s a new currency on
how to build business…
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Evangelism
Escape
EffiliationExperience
Exchange
EquityEntimate
EstheticsEntegrity Exposed Education
EnnovativeEntertainment
Company-driven User-driven
Basic Drivers
AdvancedDrivers
PremiumDrivers
MissionDrivers
Forget Marketing’s 4Ps…the Wikibrand 13Es
Would you recommend my brand to a friend or
colleague?Well would you?
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Web WoM is credible, shareable, action-driving and consideration-driving
Social Business Word of Mouth Social Media
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“Word of mouth is social media’s daddy, social business is its granddaddy.”
Social Business Word of Mouth Social Media
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Technology and tools are less than 20%
of the deal
“The diffusion of innovation is based more on sociology and psychology than on technology.”
Everett Rogers, 1962- The Diffusion of Innovations
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- Word of mouth- Grassroots marketing- Social influence- Customer participation- Digital engagement- Online community- Connected media- Member collaboration- Awesome customer experience- Distributed Content
Equalssuccess in business
Discovering The Ten Continents of the Wikibrand World
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The 4 Laws of the Social ‘Net
Awesomeness Socialness AuthenticityCustomer-Driven
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There is only one thing in the world worse than being talked about, and that is not being talked about.
Oscar Wilde, The Picture of Dorian Grey
The 1st Law of the Social Net #1 - Awesomeness
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September WoM in New York
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September WoM in New York
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Who were #1, #2 and #3 people to fly across the Atlantic?
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Only 1.5% of Tweet conversations…
Are three levels (replies) deep
Only 0.9% of Facebook Users have… More than 500 friends
The Law of Awesomeness Online
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Source: Y&R Brand Asset valuator
Top 8 Differentiation
Drivers
1. Unique2. Dynamic3. Different4. Distinctive5. Innovative6. Visionary7. Daring8. Progressive
In a Wikibrand World- Act different, be different, think different
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19
19
The 2nd Law of the Social Net #2 - Socialness
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To Survive
To Connect
To Make Sense of the World
To Reduce Risk & Uncertainty
To Benefit Economically
To Relieve Tension
Six Core Human Instincts on Why We Talk
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– Online Community Motivation – Why Do People Join?
#1 - Social Connection#2 - Shared Community Values/Culture#3 - Expression/Creativity/Venting#4 - Establishing influence with key decision makers#5 - Access to Special Information/Advice#6 - Appealing to Hobbies/Interests#7 - Making a difference/to matter/support a cause
Source: Agent Wildfire 2011 Community Management Survey
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1800People
Strength
Me in 1992Me in 2011
150150
2000
5000
3500
8000
4000
X 12
X 12
X 500
X 190
X 170
X 170
X 170
5.4 MillionPeople
Strength
800 X 40
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The 3rd Law of the Social Net #3 - Authenticity
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You don’t “Do, Kill, Buy, Trade in Social”, YOU LIVE IT
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MASS MARKETING
DIRECT MARKETING
SOCIAL INFLUENCE MARKETING
A Culture Change is Required
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Top Reasons – Why Now Social Media?
#1 The Need for Authenticity and Transparency -42%
#2 The rise of social networks - 38%#3 Increasing role of wireless/mobile - 35%#4 Customers/people waning attention spans - 25%#5 Media fragmentation - 22%#6 Change in mass marketing effectiveness - 20%
Agent Wildfire -The Buzz Report, April 2010
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The 4th Law of The Social ‘Net – Customer-Driven
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Executives who believe the Customer
Experience is the new battleground
- 95%
Executives who believe they are
delivering a positive customer experience - 80%
Customers who agree - 8%
Customer Experience Reigns- Who Knows Better Than Your Customer -
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• iTunes, Craigslist, Zipcars
Freedom
• Nike, Converse, Jones Soda
Customization
• Amazon, RED, Wikileaks
Scrutiny
• Innocent Drinks, Vans, Trader Joes
Integrity
• John Fluevog, Wikipedia, Doritos
Collaboration
• Red Bull, Axe, YouTube
Entertainment
• Zara, Calvin Klein, Google
Speed
• Toyota, Apple, Netflix
Innovation
The Modern Customer’s Key Needs- Engage Me, Excite Me, Make it Easy or Pay the Price -
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Great Brands Are Like Great Sports Teams…
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Turning Users, Customers andConsumers
Into Authors, Producers, Scouts, Testers and Collaborators &
Broadcasters
Into True Fans, Community Members, Advocates,
Ambassadors and Evangelists
Thinktank/Sounding
Board
Scout/MysteryShopper
AdvisoryCouncil/Cause
Torchbearer
SeededAdopter/
Beta Tester
Customer
User
Consumer
Collaborator/Producer
Evangelist/Ambassador/
Advocate
CommunityMember/VIP Insider
Brand Fan
The best brands treat customers like valued fans
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Customers Fan Brands All the Time…
- 85% of people want companies engaging with their customers in social media
- Twitterers are three times more likely to embrace brands than average population
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Where to Start with WOM?
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Claire: Oh, we got both kinds. We got Country, and Western.
Elwood: Er.. what kind of music do you usually have here?
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Source- Intersection Consulting
WOM Comes in a Few Flavours…
-Buzz – offline
- Viral - online
-Ambassador programs
- Community
-Recommend- ations (direct)
-Badging (indirect)
-Pass along Referrals (direct)
- Social Influence (indirect)
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What are the biggest elements to WoM?
Conversation Worthy Idea/Concept?
Great Product/Brand?
Customer Experience?
Audience who participates?
Culture/employees of a company?
Method of interaction?
Incentives for referral?
Strong process?
Creative/design used?
Tools used /platforms built?
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Top 10 Ranked WoM ElementsGreat ideas that spread are rare and valuable
#1 Conversation Worthy Idea/Concept*
#2 Great Product/Brand
#3 Customer Experience provided
#4 The Audience who participates*
#5 Culture/employees of a company
#6 Method in which it interacts with its audience
#7 Incentives for referral
#8 Strong process
#9 Creative/design used
#10 Tools used /platforms built*
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What the Big Idea?Buzzworthy, Spreadable, Repeatable, Visual, Online/Offline
W
L
I
D
Influencer Recruitment Find, connect and invite the connected, savvy opinion
leaders
Lay the FoundationDevelop the platform, forum and tentacles for content and activity
Deliver an ExperienceOnline, cause-related, event, incentive or VIP experience
WOM
Fan the FlamesRebroadcast content, expand referral, share testimonials
F
R
I
E
Incubate the ConversationOngoing dialogue, moderation, content and incentives
Research and Insight Feedback, analysis, adjustment and action
ExpansionFuel larger geography, portfolio, activity, features and/or scope
WILDFIRE
OVERVIEW:
Processes and ToolsAgent Wildfire – an 8-step
process
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Some of these people are not like the others….The Influencer Matters
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"We are like chameleons, we take our hue and the color of our moral character, from those who are around us.”
1690 – John Locke
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"Who shall set a limit to the influence of a human being?"
"The best efforts of a fine person is felt after we have left their presence.”
1844 – Ralph Waldo Emerson
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1991 – Geoffrey Moore
“This consumer is part of the herd. They're word-of-mouth creatures
... They're asking their friends and colleagues, 'Are you using that camera yet? Me, neither.'
But if they ask around and people say, 'Yeah, I use it all the time,' then they'll rethink and try it out.”
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The Law of The Few:
“The answer is that the success of any kind of social epidemic is heavily dependent on the involvement of people with a particular and rare set of social gifts.”
Malcolm Gladwell, The Tipping Point
2002 – Malcolm Gladwell
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“The new opportunity is that it's easier than ever to find, organize, and lead a tribe.
The Web has enabled an explosion of all kinds of tribes -- and
…created shortage of people to lead them. This is the growth industry of our time.”
2008 – Seth Godin
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The open web has not reduced, but instead, exposed the importance of influencers….
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0.7% of Wikipediausers edit…
50% of the articles
1.7% of Wikipediausers author…
70% of the articles
Influencers Answer Questions
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2.2% of Twitterusers account for…
58% of the tweets
1.7% of Twitterusers have …
More than 1,000 followers
Influencers Stay on Top of What’s Current
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0.7% of Facebook pages have…
More than 100k fans
8.7% of FacebookUsers …
Update their status daily
Influencers Fan, Poke, Pic, Share…
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0.8% LinkedIn members …
Visit each day
1% of LinkedIn members…
…are responsible for 34% of the site’s traffic
Influencers Hire and Network
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High authority bloggers post …
300x more frequently than low authority bloggers
Only 9% of top blogs…
Get over 10,000 visitors per month
Influencers Generate Lots of Content
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13.8% of online population…
…create 80% of the online influence posts
6.2% of online population…
…create 80% of the online influence impressions
Influencers are Big Online
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Influence ≠ Followers
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Influence ≠ Popularity
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Influence is Interest Specific
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Influence Can’t Be Peddled
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Now we can provide the raw evidence
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Brand Advocacy - as a marketer, Influencers are your “people market” multipliers
Brand Buzz - as a media person, Influencers are a grassroots complement and amplifier
Brand Perception – as a PR person, Influencers are game-changing allies
Influencers Help Grow Stuff…
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Brand Content – as an agency or innovator, Influencers are potential creative partners and crowdsourced sources of solutions and ideas
Brand Insight - as a researcher or innovator, Influencers are a savvy alchemy of outsider wisdom and feedback
Brand Support - as an organization, committed Influencers are extraordinarily effective and valuable brand ambassadors and customer service agents
Influencers Help Change and Build Stuff…
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Should we care? Why do we care?
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The marketing influence model is being turned upside down
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Influence is not Distributed Equally…
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Spreading messages effectively on the social web happens in two steps …
The Influencers
The Crowd
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You can’t chase everybody…
“The suggestion that a firm merely needs to participate in a conversation is a little naive.
Microsoft was mentioned 2.5 million times in the blogosphere the previous year, and we have eighty-nine thousand employees.
How can you realistically be expected to operationalize a response to all of them?”
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Why are they so damn valuable?
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R E C Sx x x
Four sources of Influencer power
Reach Exposure Credibility Suasion
=
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R E C Sx x x
Reach – deep and wide circles of influence
Reach Exposure Credibility Suasion
- More intimate/close friends- More colleagues and associates
- More affiliations to groups of interest- More links to other influencers
- More amplification channels of connection
=
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R E C Sx x x
Exposure – more opportunity to flex influence
Reach Exposure Credibility Suasion
- Adopt earlier/pay more attention to trends- Exposed to more interests
- Make sense of the world more easily - More prolific content production
- Receive and pass along more recommendations
=
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R E C Sx x x
Credibility – they are perceived to be…
Reach Exposure Credibility Suasion
- Better informed- More authoritative- Honest and care
- Relevant and Timely- Accreditized by trusted others
=
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R E C Sx x x
Suasion – able to convince the others
Reach Exposure Credibility Suasion
- Passion and commitment to subject/brand/topic- Likability
- Reciprocation and involvement- Expressiveness/strong communication
- Confidence in messenger
=
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Who are they?
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The Influencers – Word of Mouth Powerbrokers
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“The Message Creators” – 1.1% of the population- Creators, The Vanguard, Prosumers, Innovators, Activists, Trailblazers, The Edge, Mavericks
“The Message Radar” – 0.7% of the population- Conversations Starters, Alphas, Coolhunters, In-the-know, Early Adopters, Style hounds, Culture savvy,
“The Message Sellers” – 1.9% of the population-Evangelists, Salespeople, Persuaders, Change agents, Rainmakers, Proselytizers, Bellwethers, The Momentum
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“The Message Credibility” – 3.6% of population- Gatekeepers, Databanks, Authorities, Filters, Gurus, Torture Testers, Filters
“The Message Magnets” 0.8% of the population- Endorsers, Mega Hubs, High Priests, Fame Magnets, A-Listers
“The Message Spreaders” - 1.8% of population- Organizers, Sneezers, Bees, Social Glue, Converters, Chatterers, Promiscuous, Connectors
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Find Your Real Hardcore FansInvite them into The Front Row or On
Stage
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Why We Word of Mouth? 36 Reasons
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The Short Version - The Three Basic Reasons Why Ideas Spread through Word of Mouth
“It’s Who THEY Are” “It’s WHAT You Do” “It’s Who YOU Are”
10 Audience Attributes 15 Buzz Firestarters 11 Inescapable Traits
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ExplicitlyMotivated
Extrinsic-ally
Motivated
Intrinsic-ally
Motivated
The Brand/Product
The Experience
The Person
THE BUILDING BLOCKS OF WORD OF MOUTH
– THE 36 REASONS WHY PEOPLE BUZZ -
Passionate About the Topic
Logo Lovers
Knowledge Seekers
Social Brokers
Altruistic
Self-Expressives
ReciprocityDealers
Ego-Driven
Involved/Committed
$$
Social Currency
Brand Experience
Fame
VIP treatment/Customization
Scarcity
Intimacy
Influence
Visibility
Tight Boundaries
Rallying Cry
Rewards
Expertise
Bite-Sized Participation
Network Effects
Memes
Remarkable/Outrageous
Innovative
The Best At What You Do
Authentic
Liberating/Problem Solving
Trustworthy
Edgy
Likable
Easy to Talk About
Sensory
Ritualistic
Feedback Seekers
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The Who
It’s because of them
#1 - Passionate about the topic#2 - Logo Lovers#3 – Knowledge Seekers#4 - Social Brokers#5 – Altruistic#6 – Involved/Committed#7 – Feedback Seekers#8 – Ego-driven#9 – Reciprocity Dealers#10 – Self-Expressives
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"Life is either a daring adventure or nothing. – p.s. just survived an intentional parachute failure at
10,000ft”
# 2 – Logo Lovers# 2 – Logo Lovers# 1 – Passionate about The Topic
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# 2 – Logo Lovers
“D’OH! The Simpsons’ effect on TV is like the Beatle’s effect on music. We will buy them until they have nothing left to do.”
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# 3 – Knowledge Seekers
“Just another day of blowing something up”
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# 4 – Social Brokers
“You wanna hug it out?”
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# 5 – Altruistic
“Move that bus!”
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# 6 – Involved / Committed
“We're not the only people on this island and we alllllll know it!"
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# 7 – Seeking Feedback
"What does that mean when the fitness instructors are ahead of the mayors?"
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# 8 – Ego Driven
“Show me someone without an ego, and I`ll show you a loser.You’re Fired.”
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# 9 – Reciprocity Dealers
“But we can only offer this level of programming with your help.”
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# 10 – Self – Expression
“SOME PEOPLE THINK BEAUTY IS SOMETHING YOU'RE BORN WITH......AND NOT SOMETHING YOU CAN CREATE......HOW NAIVE!!!!”
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It’s because of what you provide
#11 – Social Currency #12 – Brand Experience(s)#13 – Fame#14 – VIP Treatment/Customization#15 – Scarcity#16 – Influence#17 – Intimacy#18 – Visibility#19 – Tight Boundaries#20 – Rallying Cry#21 – Rewards#22 – Expertise#23 – Bite-Sized Participation#24 – Network Effects#25 – Memes
The What
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# 11- Social Currency
“I thought it'd be great, you know? have some time alone with my thoughts... turns out, I don't have as many thoughts as you'd think."
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# 12- Brand Experience(s)
“I think it’s really down to the wire, and we’re afraid we’re last.”
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# 13 – Fame
“I genuinely believe with all my heart that we have found (a worldwide star) with you.”
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# 14 – VIP Treatment / Customization
“Sophie gets what Sophie wants and Sophie is always right”
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# 15 – Scarcity
” Watch out—I’m coming to town and I can’t bring all my friends, so I’ve decided to look for a new BFF. I
need a best friend who is hot, who can keep up with me, and most of all, who is real and won’t be a
backstabber.”
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# 16 – Influence
“You can only vote for him, you can't actually adopt him. Call now."
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# 17 – Intimacy
“Will you accept this rose?”
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# 18 – Visibility
“The top 10 CNN heroes -- remarkable everyday people changing the world -- were revealed by CNN's Anderson Cooper. All were nominated by CNN viewers inspired by their hard work and commitment.”
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# 19 – Tight Boundaries
“Yeah, I'm obnoxious, yeah, I cut people off, yeah, I'm rude. You know why? Because
you're busy. “
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# 20 – Rallying Cause
“And remember you can make a difference…”
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# 21- Rewards
“DEAL OR NO DEAL”
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# 22 – Expertise
“So now America, with an open heart and an empty stomach, I say unto you in the words of my uncle: Allez cuisine!”
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# 23 – Bite-Sized Participation
“There’s no such thing as 110%. It stops at 100.”
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# 24 – Network Effects
“Books were my pass to personal freedom. I learned to read at age three, and soon discovered there was a whole world to conquer that went beyond our farm in Mississippi.”
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# 25 – Memes
“No soup for you! There was shrinkage! Vanderlet Industries! Man hands
The bro and manziere. Happy Festivus. Yada, yada, yada.”
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It’s because of who you are
#26 - Innovative#27 –Remarkable/ Outrageous#28 – The Best at What You Do#29 – Authentic#30 – Liberating/ Problem Solving #31 - Edgy#32 – Trustworthy#33 – Likable#34 – Easy to Talk About#35 – Ritualistic#36 - Sensory
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# 26 – Innovative
"The following takes place between ??:?? and ??:?? pm"
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# 27 – Remarkable/Outrageous
“What's the quickest you've ever knocked anyone out? 18 seconds including the ten-count. I think you're gonna break that today. “
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# 28 – The Best At What You Do
“That was unbelievable.”
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# 29 – Authentic
“This is NOT fashion camp!”
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# 30 – Liberating / Problem Solving
“Dead body, Bonus!”
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# 31 – Edgy
“Move forward. This never happened. It will shock you how much it never happened”
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# 32 – Trustworthy
“I understand that you want to make finance entertaining, but it's not a f***king game”
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# 33 – Likeable
“Just go up to somebody on the street and say "You're it!" and then run away.”
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# 34 – Easy To Talk About
“You’re engaged ?”
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# 35 – Ritualistic
“The belief in a supernatural source of evil is not necessary. Men alone are quite capable of every wickedness.”
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# 36 – Sensory
“Who will speak for Planet Earth?”
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Summary - The 36 Reasons Why People Word of Mouth
It’s because of them
It’s because of what you provide
It’s because of who you are
#1 - Passionate about the topic#2 - Logo Lovers#3 – Knowledge Seekers#4 - Social Brokers#5 – Altruism#6 – Involved/Committed#7 – Feedback Seekers#8 – Ego-driven#9 – Reciprocity Dealers#10 – Self-Expression
#11 – Social Currency #12 – Brand Experience(s)#13 – Fame#14 – VIP Treatment/Customization#15 – Scarcity#16 – Influence#17 – Intimacy#18 – Visibility#19 – Tight Boundaries#20 – Rallying Cause#21 – Rewards#22 – Expertise#23 – Bite-Sized Participation#24 – Network Effects#25 – Memes
#26 - Innovative#27 –Remarkable/ Outrageous#28 – The Best at What You Do#29 – Authentic#30 – Liberating/ Problem Solving #31 - Edgy#32 – Trustworthy#33 – Likable#34 – Easy to Talk About#35 – Ritualistic#36 - Sensory
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The best preparation? The top ideas? The right squad? The golden touch?
Avoiding the potholes? Building relationships?
30 Hard-Won Tips to WoM
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#1-5 Live in the tribe ….
- Find your lifestyle target, read their content, listen to their exchanges
- Make a scouting report about their likes, dislikes and interest
- Know who they hang with
- Link to their content, credit their work
- Go easy - Make a friendly first connection
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•Face to face
•Video chat•Phone call•Chat service (AIM, Skype)
•Facebook message
•Facebook wall post
•TweetLowest engagementGreatest reach
Highest engagementLowest reach
Are you listening to me?
#6- Understand desired level and degree of engagement that they want and you can support
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#7-11 Get a Buzzworthy WoM-able Idea• Is your idea in the top 1% of awesome, socialable, authentic and customer-driven concepts you’ve ever seen?
• Does it combine your brand traits, with motivating activities and a primed audience?
• Does it max out on one of the 36 reasons why people word of mouth (and three of them on a secondary basis)
• Does the experience and follow up match the promise that’s been set up? Does your buzz have longevity?
• Does it live offline and online?
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#12-15 Do You Have The Right Team….• Do they have adequate levels of reach, exposure, credibility and suasion?
• Are you grabbing the right type and combination of influencer (tastemaker, trendspotter, opinion leader, expert, social ringleader, celebrity) at the right time and motivation?
• Do they feel connected to your brand or mission for reasons beyond the freebie – social connection, shared values, ability to express?
• Do you truly know who the top 100 (small business), 1000 (mid-sized) or 10,000 (big) of them are for your business?
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#16-20 Treat Influencers like VIPs….
• Tell them stuff the general public doesn’t know yet/give them experiences that aren’t publicly accessible
• Celebrate their talents and the new tribe they’re in
• Let them know “why” they’ve been chosen
• Involve them in what you’re doing, before you do it
• Make them look good to others
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#21-25 Don’t be a burden…flirt before you go steady
• Be clear about what’s involved – no strings attached
• Give them tools and forums to make their participation easy
• Set up content so that is easily shareable and customizable
• Thank them, regardless of outcome
• Get the most passionate, progressively more involved
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#26-30 Invest in Success – A Commitment not a Campaign
• Keep effort fresh along the way – new stuff min. every 4 weeks
• Provide unexpected surprises along the way
• Create milestones, celebrate upon achievement
• Expand/tier/refresh circle of influencers over time
• Offer opportunities to certify and officialize their link to the brand
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Never Forget – Humans are Hard Wired Social and Influential Animals
They crave things that are awesome, social, authentic and customer-driven to talk about…
Some among us will talk a lot more than others…
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