The 3 types of social networkers that influence the buying process

It’s been a rumour in the industry for quite a long time now: Facebook and Twitter are becoming indirect shopping platforms and their buttons can boost sales. A recent survey by the research firm Gartner Inc. discovered that most of the users appreciate and take suggestions from their friends through social networking sites before purchasing products. And furthermore, they rely on three types of social networking friends for their purchasing decision process.

The Gartner study asked nearly 4,000 consumers across 10 key markets. The interesting part is that people in the social networks are taking different positions inside the purchasing process when recommending products to people they are connected with. Gartner identifies three types of people and roups them into three categories: ‘Connectors’, ‘Mavens’ and ‘Salesmen’.

So, how do they differentiate from each other?
The ‘Connectors’ are defined as those who “perform a bridging function between disparate groups of people and enjoy introducing people to each other”. The ‘Mavens’ are “knowledge exchangers or information brokers”, who are experts in particular area and people go to them for advice. But they are not people who wish to convince people to buy certain items; they are more interested in acquiring new knowledge, it said. The ‘Salesmen’ are those, who have “extensive social connections” and the personality trait that persuade people around them to “act on information in highly directed ways”.

“Our survey results showed that one-fifth of the consumer population is composed of Salesmen, Connectors and Mavens. These are three roles that are key influencers in the purchasing activities of 74 per cent of the population.” (…) “Salesmen and Connectors are the most effective social network influencers and the most important groups for targeted marketing based on social network analysis.” Nick Ingelbrecht, Research Director, Gartner

Gartner advises companies based on the findings of its survey to pro-actively engage with these different types of people on social networking sites. Not surprisingly, they define these categories of social media influencers as the “critical, but underutilised, aspect of the marketing process” for the future.

“Companies attempting to use social networks should develop relationships with key customers over a period of time and progressively refine the social network profiles of those individuals.” (…) “Retailers who run small shops have instinctively done this with their best customers for years with the intention that these ‘VIP’ customers will not only buy the new products but recommend them to their friends.” Nick Ingelbrecht, Research Director, Gartner

Spot On!
For me, there is a strange thing about this study. It causes a Deja-vu, I have never had before in my life. Two years ago, I published and explained -in German- in a long post the importance of these three types of people in business networks for business decision makers, and how businesses should focus on them when talking about their social media approaches. And guess what: Two years ago, I came to the same conclusion and refered to the same types of people. In these days, I have read the book “Tipping Point” by Malcolm Gladwell for the second time. And in this book you will find the same categories of people, and you are told to rely on them and work with ‘Connectors’, ‘Mavens’ and ‘Salesmen’.

The main question is now, how to address these social networking influencers? Can you call them up and talk to them directly? Send an email? Invite them for dinner or lunch? What is the best way to start the conversation with them?

The social web becomes the new recruiting channel

A new study by Jobvite states that 73.3% of responding companies turn to social networks to recruit new employees. The reason is obvious: Success! Almost 60% reported that they have successfully hired a new employee through social network sites like Facebook, LinkedIn or Twitter.

The key findings of the study for companies that recruit through social networks …

- 80% used LinkedIn
- 55% useed Facebook
- 45% used Twitter

Especially the numbers of LinkedIn show a significant success number when addressing new recruits via social networking sites…

- On LinkedIn 90% that recruit through social networks have found candidates there.
- Facebook: 27.5% that recruit through social networks have found candidates there.
- Twitter: 14.2% that recruit through social networks have found candidates there.

As companies are successful in recruiting through the social web (58,1%), the spending of half of the employers are planned to increase, while spending on traditional job boards and employee recruiting firms will decrease.

Spot On!
If you compare the numbers with the same study in 2009, it shows that the market for good new recruits seems to become more challenging. In 2009, 66% of the companies found a new employee via social networks, 8% less than this year. Still both parts of the recruitment chain can win with their social web engagement. Sites like Facebook, LinkedIn, Facebook and Twitter have a significant impact on company’s HR strategy and recruiting success. Nevertheless, it has to be said that not only companies might benefit. Employees that take care of their social networking profiles make themselves heard in other HR departments.

News Update – Best of the Day

What is the effect of web 2.0 technology on business results? It seems to be proven that it increases business results. This is the main insight that the latest survey by McKinsey offers, derived from asking more than 3.000 business executives. 31% of the respondents whose companies use six or more Web 2.0 technologies increased market share above their nearest competitor compared to 20% of respondents using just one or two technologies. 60% indicated that Web 2.0 had some impact on bottom-line profitability. From a technology usage perspective these decision makers favor Social Networking (63%), Blogs (48%), Video sharing (42%), Wikis (35%), and Podcasts (32%). See more results in this post by Michael Hamlin.

BUT… New findings of studies show the importance of freshing up relationships and networks by meeting offline – and not only staying in touch (via email and social networking) with friends and business contacts in the social digital space. While we may be gaining time with social web technologies, we cannot rely on their connecting power. The quality of relationships may suffer from too less offline networking, says the TIMES Magazine.

Nevertheless, when looking back at our social web activities in 2020, 85% of Americans will say that web socializing -the way we know it today- has impoved their lives. This is the result of a Pew Internet study.

Could be interesting to see how the rest of the world would evaluate web socializing in the future. Don’t you think?

Gen Y and Z: Digital safety becomes more important

Recent studies show that the young internet generations are concerned about their privacy and online safety. The Habbo study on Generation Z web users makes clear that schools and parents have the most influence in terms of educating young people about responsible and safe online behaviour. They learn about online safety at school (29%) or their family (20%) – friends only 10%.

The Gen Z feels that online safety would become increasingly important in the future (61%). They still fell fairly safe in most online environments (55%). Only 19% say they don’t feel safe in many digital areas.

Gen Y, the Millenials that put a lot of private details online, also pays more attention to their privacy than older generations. However, recent research by the Pew Internet Project states that most members of the American Gen Y were more likely to monitor privacy settings. They make identification more difficult as they often delete comments or remove their names from photos.

The Berkeley Center for Law and Technology found out that 88% of responding Gen Y-ers want a law that would require websites to delete captured information. And they go even further. In an ideal world, 62% of them wanted the right to know everything a website knows about them.

Spot On!
Seeing this development, it could be asked whether social networks and digital platforms should not be more careful in stepping into the social graphs of their users from a marketing and monetization perspective. When social media platforms can see via fan pages which brands I like and which not, it could potentially destroy the trust that social network users have in them.

So, the question is how to handle this sensitive topic? Any ideas?

My Starbucks Case Study – Connecting Offline and Online

One of the famous examples we all hear when we join webinars and seminars on how to leverage your brand with social media is Starbucks. Starbucks is using Facebook and Twitter for customer care and yes, we can say that to increase sales. Case studies are a lot on the web and I often talk about them in my presentations. Asking my self if there is way to improve for Starbucks when connecting offline and online…

Now, sometimes you become part of a learning curve for brands as a prosumer. It happens quicker than you want or expect. And it happened to me at my last Starbucks visit.

When I was paying my bill, the friendly women at the counter started talking about my nice netbook. She was actually getting me inside of a comfortable small talk that was obviously intended already before I accessed their coffee shop. It is a part of their customer care strategy which connects offline and online in an interesting way.

When the cash desk threw out my receipe, the woman gets a smile on her face. She cut in our conversation with a “Hey, Congratulations! You have just been selected to take part in our customer online survey“. She hands over the recipe and explains that I have to answer some question and then will get a coupon for a free tall drink. I thought for myself “Nice idea!”, let’s see if they connect it with their social media efforts.

Now, obviously they were lucky in some way that I am a (business) blogger and always pay attention to such efforts of companies to look after their customers. I do not know whether she saw that I have logged in on that Starbucks shop via Foursquare while standing at the cash point. That would show how well trained the people at Starbucks are. She definitely knew that I will be working and going online during my stay in their shop. If the cash maschine has a customer care survey button, I don’t know. Anyway…

So, I took the survey and thus can interpret from their questions that there is an intention to get customers into a conversation. “Cluetrain in the offline world” comes to my mind. The survey itself is a normal five minutes multiple choice research. Nothing special. In the end, I get the code for my free drink, write it on the coupon and get my drink. Their customer care process works!

Spot On!
Now, why do I write about this experience? Starbucks is said to have a good social media approach -some might call it strategy- to work with their customers. But when the survey was done, I was surprised that I did not find a button to become their “fan” on Facebook. Which actually would lead me a step further in their process to think about their customer care card (see their app promotion). Or to become a follower of their Twitter account, so I can spread the word about my free drink and praise their cool customer service approach. And now, I am asking myself, is it better that they don’t ask for too much brand commitment. Or is it normal to give when you get? Maybe you can help my find an answer…

Deutsche wollen keine Promi-Testimonials in Werbung

Die Deutschen stehen nicht (mehr?) auf VIP-Testimonials in der Werbung. Eine aktuelle Studie der Beratungsgesellschaft Faktenkontor und das Marktforschungsunternehmen Toluna hat 1500 Bundesbürger befragt.

Das Ergebnis ist eindeutig: Nahezu vier von fünf Deutschen wollen keine Werbung mit Promi-Testimonials mehr sehen, und 76% der Bundesbürger lassen sich nach eigener Einschätzung ohnehin nicht von Promi-Werbung beeinflussen.

Verwundert das? Wohl die wenigsten… Der Promi hat dabei nichts anderes im Sinn als den besten Deal zu machen. Ob die Marke zur Person passt, glaubwürdig rüberkommt und authentisch wirkt, ist dabei wohl eher zweitrangig. Zahlt die Marke den entsprechenden Auftritt, steht der Promi parat. Der Kunde weiß das und schaltet seine Aufmerksamkeit ab.

Ein paar Beispiele der Studie…
Mike Krüger, der Jahre für den Hagebau-Markt parat stand (31% wussten das), hat den Mitbewerb ebenso profitieren lassen. Ein Viertel der Befragten ging davon aus, Krüger sei für Hornbach oder Obi Testimonial als Werbepartner unterwegs.

56% der Befragten konnten Dieter Bohlen nicht einmal korrekten Margarine-Marke „Becel pro-activ” in Verbindung bringen. Noch schlimmer ist, wenn das Produkt eines Wettbewerbers dabei ins Spiel kommt oder der „Pop-Titan” gar nicht als Margarine Werbe-Testimonial gesehen wird.

Heidi Klum haben weniger als ein Fünftel der Befragten als Volkswagen-Testimonial wahrgenommen. Obwohl der prominente Ehemann Seal ihr noch in der Werbung zur Seite stand.

Zeugt das von einer erfolgversprechenden Werbehochzeit…?

Spot On!
Für Markentreue ist dem Konsumenten Authentizität und Glaubwürdigkeit in der Werbung entscheidend. Nur wer durch ehrliche Bekenntnisse auf sich aufmerksam macht, ist für die Wirkung der Marke auf den Konsumenten effizient. Man darf sich die Frage stellen, ob das zukünftig -vor allem im Social Web- eher mit Menschen “wie Du und Ich” dargestellt und erzeugt werden kann. Für mich liegt die Zukunft der Testimonial-Werbung im Empfehlungsmarketing mittels Social-Testimonials in Form von eigenen Bekannten, Freunden und Peers. Wer hierauf setzt und neue Wege geht, verhindert den schnellen Markenwechsel zu Mitbewebern und schafft Vertrauensbildung in seine Marke.

Only few websites trustworthy? Yes, says OTA study…

Adopting standards to cut down online fraud is obviously not one of the major topics retailers are checking their web site business for. The Online Trust Alliance confirms this stement. Their recent study results illustrate that only 8% of consumer web sites made it onto the organization’s “honor roll” of sites taking stringent measures to reduce online fraud enabled by forged emails, phishing sites and malware.

The survey looked at 1,200 web sites and 500 million emails purporting to be from either Fortune 500 companies, top Internet retailers or federal government web sites.

The group set up an honor roll of companies that it said are free of malware and free of links to sites containing malware. Sites that got listed also have extended validation SSL certificate which is used by web sites that scramble or encrypt sensitive data transmitted during online transactions.

The 500 top Internet retail sites had the highest percentage on the OTA honor roll at 14%. Federal government sites finished with the worst results. Only 3% made it to the honor roll.

Some further findings…
- 8% (113 companies) earned entry into the OTA 2010 Online Safety Honor Roll, for their adoption of EV SSL Certificates, one or more forms of email authentication and successful scan for malware.
- Over 26% of the Internet Retail 500 and top 100 financial services companies have adopted EV SSL certificates.
- Worldwide growth of EV SSL certificates has exceeded 90%, growing to 23,000 deployments.
- 14% of the Internet Retail 500 and 13% of the Top 100 FIs have adopted both email authentication and EV SSL certificates.

“While major corporations, banks, governmental agencies and industry working groups talk about best practices, the majority are failing to adopt, risking demands for added regulations.” Craig Spiezle, Executive Director and President, OTA.

On the honor roll were top technology companies like Apple Inc., Cisco Systems Inc., eBay Inc. and PayPal.

5 strategic reasons why brands need a mobile app

Many companies ask themselves whether it makes sense to set up a mobile app. Now, often customers may ask themselves if their needs or the business interest of the company is the main driver for this decision. One thing is for sure: Mobile Apps and the mobile web, not just because of the iPad hype, are getting more and more attention from a business perspective – from companies and brands as well as from prosumers.

But apps are not completely undisputable as a verhicle for company content. Some people are already talking about an apps economy and argue apps are “valled gardens”, going against the ideology of the web 2.0 and provide content censorship. Others appreciate the user-friendly approach they offer. App developers -according to a study by Appcelerator- are more and more interested in Android then in iPhone or iPad development. And another study shows that the user adoption of apps is comparable for both systems.

The discussion about the relevance, necessity and sustainability of mobile apps will continue. The hype is there and cannot be mistaken. This is the main reason why companies think about setting up an app. But before companies start to set up an app, they should be thinking about the customers intention to use such apps. In the end, apps serve the brands interest to keep customers and make them happy with their products.

In the last days, I have set up 5 reasons why companies should produce an app for their brand, product or service as an important tactic for customer engagement.

1. Trendsetter
Innovation is the quicksand for the future of a brand. Is a company’s strategic orientating going in the direction of an outstanding position for market development, the mobile app is expected internal and external. If the external perception by customers is similar, no company will miss the permanent access opportunity to talk communicate with their customers. Especially when the brand can offer all news to the customer any time, any place, anywhere in short and essential information flow – without any possibility of distraction that the web 2.0 offers. And, only customers that see themselves as trendsetters follow the news of a brand in real-time.

2. Brandsetter
Being the first and best brand is and was always a competitive advantage – not only in the real-time web (see Starbucks, Dell, Amazon, Spreadshirt, etc.). It generates powerful PR and the wonderful buzz effect of the social web community. In a competitive market landscape brands need to have a closer look at their presence and sustainability. The omni-presence and power of a brand can be optimized with as mobile app. Especially, in a consumer engagment driven economy marketers often asked: “What’s the latest cool app?” As soon as you show it to them, the app is being downloaded, tested and gets (in most cases) feedback by reviews. It climbs up in the app ranking and gets the desired brand attention from the app economy.

3. Fansetter
As brands are becoming more and more exchangable, the prosumer is more likely to swap from brand to brand. What Facebook offers with their Facebook ad strategy (including fan pages), is the app for the mobile user. It is a closed surrounding for interaction between customers and brands, in which brands can concentrate in the customer dialogue. Customers who “like” their brands will take time for it (even flyers and catalogues are used as cross-selling products and get their awareness) and want to be the first to know. In the past, Nokia and the symbian system owned the market. The iPhone has revolutionized this market. Android followed and offers some good alternative for the future. The choice for a mobile is changing quickly. Brands who want to keep their fans need to offer an app for all systems.

4. Standardsetter
Brands that want to keep their market leading position should set a standard. They can set up “rules” (standards) for industry sector processes, or may be offer those to the market. Often these lead to common sense standards which supports convergent markets and boost the brand. This applies for communication, product development and customer service. And although companies might learn from the mistakes of the competitors, the question is: Why not setting the standard for the competition? This is the idea of the web 2.0 ideology. Nothing is perfect from the beginning. if something is missing, it can be optimized, adjusted or set up anew – from the brand itself or from the community of the prosumer.

5. Servicesetter
24/7 service and support is a set standard for the modern customer. The more mobile the humen being becomes -not only in terms of web usage- the more it is awaiting the ‘always-on’acces to brand service. And the quicker the prosumer finds relevant data like hotlines, the happier he/she will be. An example? OK. This week, my wife called meand said: “Hey, you have the Nespresso app. Can you tell me their service hotline? The mashine is broken…” – “Sorry Darling, I can see their latest commercial, can buy tabs, etc. – but the hotline number is nowhere here…!”. Interested to see if Nestle understands what I mean (I doubt they will reply. On XING there was no feedback for weeks when I send them a message).

Spot On!
37% of smartphone user have bought with their mobile in 2009 according to a Compete study. And 91% of the Americans use mobile devices for social networking. if this is not enough to see where the trend is heading to, then I maybe misunderstanding the future and necessity for apps there.

BTW: The Strategy Web also has mobile apps which were nicely produiced by Motherapp – one for Android and one for the iPhone. THX, guys – you are doing a great job!

5 strategische Ansätze, warum Marken eine mobile App benötigen

Zahlreiche Unternehmen stellen sich die Frage, ob es überhaupt sinnvoll ist, eine mobile App programmieren zu lassen. Ob dabei unbedingt der Kundennutzen oder eher die kommerziellen Interessen im Vordergrund stehen, sei mal dahingestellt. Fakt ist: Die mobilen Apps und das mobile Web (Studien-Ausblick bis 2015) bekommen, nicht nur durch den kürzlichen iPad Hype, zunehmende Aufmerksamkeit in der breiten Masse der Prosumer.

Allerdings sind die Apps als Zugangsvehikel zu Unternehmens Content nicht ganz unumstritten. Manche Insider disuktieren über die App Economy und sich sind uneins, ob Apps als perfide Content-Zensur gesehen werden soll oder höhere Benutzerfreundlichkeit liefert. Andere dagegen frage sich, wie man diese in die Plattformstrategie einbindet. Und die App-Developer sind -laut einer Studie von Appcelerator- immer mehr interessiert an Android Entwicklung denn an iPhone oder iPad App. Eine andere Studie belegt, daß das Nutzungsverhalten von Apps durch den User auf beiden Systemen vergleichbar ist.

Die Diskussion über die Relevanz, Notwendigkeit und Nachhaltigkeit von mobilen Apps wird sicherlich noch lange andauern. Der Hype hingegen ist nicht zu verkennen. Und ganz schnell könnte man als Unternehmen zu dem Ergebnis kommen, man sollte es einfach mal machen. An erster Stelle sollte bei allen Überlegungen der Kunde stehen. Schließlich will man den ja auch weiterhin mit seinen Produkten und Services beglücken will.

In den letzten Tagen sind bei mir 5 Gründe eingefallen, warum ein Unternehmen durchaus eine mobile App für seine Marke, ein Produkt oder eine Dienstleistung als startegische Massnahme einsetzen sollte.

1. Trendsetter
Innovationen sind der Treibsand für die Zukunft einer Marke. Geht die Strategie eines Unternehmens in die Richtung der Vorreiterstellung bei Markteröffnung und -entwicklung, wird die mobile App den standesgemäßen Erwartungen intern wie extern nahezu gleichgesetzt. Ist die Außenwahrnehmung durch die Kunden der Strategie entsprechend, wird kein Unternehmen auf den permanenten Zugang zum Kunden verzichten wollen. Zumal das Unternehmen alle Neuigkeiten dem Kunden jederzeit und an jedem Ort je nach Wichtigkeit kurz und bündig mitteilen kann – ohne Ablenkungsmöglichkeiten, die das Web 2.0 nunmal bietet. Aber nur wer sich auch als Trendsetter fühlt, verfolgt die Neuerungen einer Marke (nahezu) in Echtzeit.

2. Brandsetter
Der Erste und Beste zu sein, ist im Echtzeitweb ein Wettbewerbsvorteil (siehe Dell, Starbucks oder Spreadshirt). Es garantiert PR-starkes Feedback der Social Web Gemeinde und den gewünschten Buzz-Effekt. Im stark umkämpften Mitbewerbsmarkt müssen Marken stärker auf ihre Präsenz und Nachhaltigkeit achten bzw. dieser frischen Nachdruck verleihen. Die Omnipräsenz und Wirkungsstärke der Marke beim (potentiellen) Kunden kann mittels mobiler Apps optimiert werden. Gerade im Consumer-Engagement geprägten Markt, habe ich oft die Frage gestellt bekommen: “Hast Du mal wieder eine gute App gefunden?” Sobald ich diese zeige, wird sie auf dem eigenen Device installiert, gestestet und erhält (manchmal) eine Bewertung. Schnell kann sie im Ranking steigen und die gewünschte Marken-Aufmerksamkeit durch die App-Economy generieren.

3. Fansetter
Der Prosumer ist aufgrund der Austauschbarkeit von Marken, Produkte und Services (Preiskampf!) wechselwilliger denn je. Was Facebook mit seinen Anzeigen den Unternehmen bietet, ist die App für den mobilen Nutzer. Eine für die Marke geschlossene Umgebung, in der sich Unternehmen auf das Wesentliche konzentrieren. Wer als Kunde seine Marke liebt, wird sich mit ihr beschäftigen (selbst Flyer und Kataloge werden heute noch genutzt!) und will die Neuerungen als Erster wissen. Hatte früher Nokia aufgrund von Symbian die Nase vorn, so hat das iPhone den Handymarkt revolutioniert. Android hat nachgezogen und bietet gute Aussichten für die Zukunft. Schnell ändert sich die Wahl des Handies. Wer seine Fans behalten will, kann nicht umhin für alle Handyplattformen seine App anzubieten. Zumindest wenn man seine Fans nicht im mobilen Web verlieren will.

4. Standardsetter
Wer die Vorreiterstellung im Markt übernehmen will, muß Standards setzen. Er stellt Regeln (Standards) für Abläufe und Prozesse für die Branche auf bzw. stellt und schlägt diese dem Mitbewerbsmarkt vor. Schnell ergeben sich hieraus allgemeingültige Vorschriften, die konvergente Märkte bedienen und somit die Marke stärken. Das gilt für die Kommunikation, in der Produktentwicklung und im Kundenservice. Auch wenn man aus den Fehlern der Mitbewerber lernen und eigentlich erstmal mit der Entwicklung einer App abwarten kann, kann man aber auch selbst Standards für den Mitbewerb setzen. Das entspricht dem Web 2.0 Grundgedanken. Da ist nicht gleich alles optimal. Wenn etwas fehlt, wird es optimiert, nachjustiert und neu aufgesetzt – vom Unternehmen aus oder von der Community der Kunden.

5. Servicesetter
24/7 Service und Support ist für den heutigen Konsumenten schon (fast) zum Standard geworden. Je mobiler die Menschheit -nicht nur im Web- unterwegs ist, umso mehr benötigt sie den schnellen Zugriff auf Markenservice. Und je schneller der Mensch die relevanten Daten wie zum Beispiel Hotline Nummern findet, umso zufriedener und weniger “abwanderungswillig” ist er/sie als Kunde. Erst gestern habe ich mich geärgert, als meine Frau mich anrief, die Kaffeemaschine sei hin. “Check mal schnell die Nespresso App nach deren Hotline Nummer!” – “Herzblatt, die haben zwar eine App, bei der ich einkaufen kann, aber die Support-Hotline fehlt leider…” Versteht Nestle wohl, was ich meine (fragwürdig… da man nicht mal auf eine XING Anfrage reagierte)?

Spot On!
37% der Smartphone User haben 2009 gemäß einer Compete Studie schon online gekauft. Und 91% der Amerikaner nutzen bereits mobile Telefone, um Social Networking zu betreiben. Wenn das nicht grundsätzlich schon klare Trends sind, als Brand oder Unternehmen mal über eine App nachzudenken, dann muß mir jemand die Zukunft des mobilen Internet und Shoppings erklären. Aber vielleicht liege ich ja falsch? Was denkt Ihr?

PS: Von The Strategy Web hat mir die Mannschaft von Motherapp eine Android Version und eine iPhone Version erstellt. THX, guys – you are doing a great job!

News Update – Best of the Day

The paradigm shift friom nubers to relevance become more and more important – and the user’s social lifecycle puts tables upside down in business – by Mahendra Palsule. When I talked about the importance of relevance some years ago, people laughed and said, this is never going to happen as numbers are key for business… Ah, yes…!

Social networking sites are popular with eight to 12-year-olds. 25% of underage children have profiles on social networking sites, according to research by media regulator Ofcom.

Come on you social media gurus! Let’s all have a laugh… Shall we?

Nächste Seite »