Amberbuzz

Why am I taking up your time with
another powerpoint slide show?

I am an agent of change
Balancing the creative process with concrete results
Running workshops
Building balanced scorecards
Creating and deploying strategic web implementations
Project and program management
Adapted to your needs

03/05/10 © Amberbuzz Consulting

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I know how to ask the right
questions.
• I have over 30 years experience in large global corporations, across multiple
disciplines including IT, sales, marketing, quality and process improvement
(including NSN, Nokia, GEC and Unilever), leading teams to success in complex
change environments
• I have spent the last 6 years of my 13 year Nokia career leading Digital Marketing
Channels in Nokia and NSN
• I have created and led the NSN digital channels team, integrating the Nokia
and Siemens digital marketing teams to plan, concept, build and manage the
NSN digital channels as an integral part of NSN Marketing and Communications
leadership serving 60,000 employees globally (internet, extranet and intranet)
in a B2B context
• I have managed the global network of digital marketing experts across Nokia
and then created and deliver the Nokia integrated web strategy, delivering a
persona-based web concept serving all Nokia visitors globally

I don’t have all the answers but…
• I know how to ask the right questions
• I know how to listen and interpret the answers
• I know how to “make things happen”

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All web developments are based
on the same basic business drivers
• The need to increase sales
– Directly to consumers via an e-channel
– Indirectly to consumers or individuals within businesses – building
online awareness, consideration and preference
• The need to increase brand value
– I engage with the brand
– I trust the brand
– I love the brand
• The need to improve service efficiency and
effectiveness
• The need to build, and share knowledge and ideas
• The need to build relationships

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…enabled by the same personal
drivers for web visitors
Initial motive state Content or capability attribute Experiential expectation

I want to shop (Physiological, Logical (products, prices, downloads Fast (competitive, methodical)
safety, social, esteem) recommendations, contacts)

I want to be entertained Emotional (games, challenges, Slow (humanistic, spontaneous)
(Esteem, self actualisation) digital media, stories)

I want to research Logical (encyclopedia, blogs, stories) Fast (methodical)
(Safety)
I want service Logical (downloads, software, FAQs, Fast (competitive, methodical)
(Physiological) forums, contacts

I seek knowledge Logical/emotional (wiki, blogs, Fast/slow (Methodical)
(safety, social, esteem) articles)

I want to belong Emotional (social networks, forums, Slow (humanistic, spontaneous)
(Social) IM)

I want to contribute Emotional (blogs, forums) Slow (humanistic, spontaneous)
(Esteem, Self actualisation)
I want to be recognised Logical, emotional (blog, microblog) Fast (competitive, spontaneous)
(Esteem) Slow (methodical)

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Social media and social networks
make these easier to achieve…
• Content enriched by web visitors leading to improved
search engine ranking and organic search
• Content presented or re-presented in public social
media sites replacing search engine content
• Peer recommendations providing a richer source for
trust and conversion than corporate content can
• Content analysed to reflect the “pulse” of consumers
that can help steer corporate decisions
• Experiences enabling easy transition between different
“motive states”


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Agenda
1. Share in 5 episodes
– Perfect customer experience
– Thought leadership
– Social media
– Digital channel strategy
– Ecosystem
• Think!
• Act!


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Episode 1 - Your perfect
customer experience
Why the perfect customer
experience needs integrated
social media, thought leadership
and online service design

A perfect customer experience is…
The perfect customer experience is one
which results in customers becoming
advocates for the company, creating
referral, retention and profitable growth.
Dale Wolf, editor of the "Perfect Customer Experience Blog."

Wouldn’t you like to deliver this to your
customers?


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Introducing Dave
1. I am…
– 24 years old
– Market research analyst, living in central London
– Marathon runner, tennis player, cyclist and swimmer
– Spend 3-4 hours/day online, active in social media with own facebook profile and regular
twitter feed

• Triathlons. I want to be the best that I can be
– Tracking my performance
– Comparing with others
– Reviewing weaknesses and opportunities

• I respect Meb Keflezighi. In my opinion he has the right attitude to the
sport. Would me nice to get inside his head while he is training and
running
• I plan to be at the 2012 Olympics – but it is almost impossible to get
tickets
• Shoes are important to me – (well except when I swim, I guess)
03/05/10 ©…
– Amberbuzz Consulting

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Dave’s story
• Last week I was surfing the web and chanced across an article comparing the
various shoe sole structures and their impact on running performance
• Turns out that I “pronate” and need “motion control” shoes. The Reebok Premier
Road plus took my interest as there seemed to be a lot of buzz around that shoe on
the web and especially on their web site. I hadn’t realized there could be so much
difference in running performance, but from the comments in the Reebok
community it seems people are really happy with this shoe. I though it would be
great to try out the shoe so I found a nearby store and popped in.
• 2 days later… wow – what an in-store experience. It seems that because I recorded
my preferences on the “magic sport shoe” site they were almost expecting me
when I visited the store. They had exactly the shoe I was researching and it is a
dream to run with. Now I have registered my purchase on their web site and have
been invited to join the “virtual runner’s club”. It seems I am also “in the running”
for tickets to the finale of the 2012 Olympics Marathon in the main stadium.
• 2 weeks later… the “Rvirtual runner’s club” is really handy. I have found a new club
to run with that fits my schedule, and it seems that each time I engage with the
site I am earning “kudos” that increase my chances for the Olympics marathon
finals tickets.

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Dave’s lifetime value to you is over
£100,000
• As a typical consumer, based on 3
purchases/year of around £200 each
• Each year he recommends your brand to
at least 6 others, two of whom become
advocates of your brand who then make 3
purchases/year each
• How many Dave’s are there in the UK?


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… and here’s how
1. What is the lifetime value of your customer?
2. What is the lifespan of your existing relationships?
3. What are the touchpoints and dialogues they experience
now?
4. How does this compare with their experiences with your
competitors brands?
5. What are the touchpoints and dialogues they could
experience?
• What are the process implications?
• What are the cultural implications?
• What are the brand implications?
• What are the business shareholder implications

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Episode 2 – Thought
Leadership
Thought Leader… recognized among peers
and mentors for innovative ideas and
demonstrates the confidence to promote
or share those ideas as actionable distilled
insights
http://en.wikipedia.org/wiki/Thought_Leadershipç

Taking the essence of the brand, integrating it with an internal
culture of innovation to build a message hierarchy that forms the
basis for a comprehensive communications plan delivered through
channels designed for dialogue


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Delivered through a systematic
methodology (focused creativity)


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Episode 3 – Social media

Hype or hope?


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So what is social media?
• Social media is media designed to be disseminated through social
interaction, created using highly accessible and scalable publishing
techniques. Social media uses Internet and web-based technologies
to transform broadcast media monologues (one to many) into social
media dialogues (many to many). It supports the democratization of
knowledge and information, transforming people from content
consumers into content producer… wikipedia

• Media made by individuals, co-created content.
• Things that people want to talk about and groups with a common
interest.
• 1+1=3
• http://www.interactiveinsightsgroup.com/blog1/social-media-
examples-superlist-17-lists-and-tons-of-examples/

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Case 1 – Starbucks on Facebook
• 5 million facebook fans (No 1 brand)
• Started by fans
• Part of a holistic strategy, with multiple channels
• Visitor proposition: I can engage with a brand I love, they listen.
• Business proposition: brand love, customer engagement,
customer feedback, CSR, Innovation/R&D
• Dedicated team of 6 social media experts


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Case 2 – Dell on Twitter
1. 1.5 million Twitter followers
2. Innovative sales channel - $US 6.5m in 2 years
3. Integrated cross-channel strategy
4. Meaningful content where the customers are
5. Over 3.5 million people across major social media presences
6. Business proposition: R&D (Ideastorm), sales, support


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What key success factors can we
identify from these cases?
• Understand your target audiences
• Understand your business targets
• Plan for cross channel integration
• Entertain and inform (opinion leadership)
• Listen and respond (active listening)
• Be honest and prepared to take negative feedback
• Be patient – results will take time


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Best Practice in public social
media

Youtube best practices
• Create ads that work as content.
• It's all about the dialogue.
• Ideas come from everywhere
• Find the talent and use it.
• Tools exist. Use them.

http://www.clickz.com/3634701


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Facebook best practices
•Balanced Info
•Intuitive tab labelling
•Vanity URLs
•Exclusive fan offers
•Custom Apps

http://vitrue.com/blog/2009/06/22/facebook-best-practice-series-from-vitrue-page-features/


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Twitter best practices
• Think about Twitter as a place to build
relationships
• Understand the real-time nature of
Twitter
• Measure the value of Twitter

http://business.twitter.com/twitter101/best_practices


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Wikipedia best practices
• Take a moment to familiarize yourself
with the rules.
• Prepare to lose control
• You may already be listed
• Consider how your listing will affect
your Google ranking.
• Sometimes a link is better than an
dedicated entry.
http://oxfordmediaworks.com/marketing/wikipedia-and-you-best-practices-for-businesses-
and-marketers/

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LinkedIn group best practices
• Manage
• Engage
• Share
• Promote


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Episode 4 – Digital channel
strategy

Visitor Stakeholder
Compete Collaborate
Hierarchy Network
Individual Corporation
Monologue Dialogue
Intranet Internet
Creativity Service
Right Left
Online Offline
People Technology

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Business runs on facts
Potential Financial KPIs Potential Customer KPIs

•Shareholder value •Improved customer satisfaction
•Increased Sales •More and better referrals
•Improved Gross Margins •Improved loyalty
•Reduced costs •Improved return on marketing investment
•Improved balance sheet •Reduced customer TCO
•Brand advocacy

Potential Operational KPIs Potential Learning and Growth KPIs

•Communications process effectiveness •Employee brand and values engagement
•Selling process effectiveness •Team effectiveness
•Development process effectiveness •Staff turnover
•Delivery process effectiveness •New employee inductions
•Product process effectiveness •Employee satisfaction
•Service process effectiveness •Employee share ownership
•Partner management


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The web cycle is also fact oriented
Potential “Reach” KPIs Potential “Engage” KPIs

•Traffic by source (earned, bought, own, •Visits, visitors and visit duration
offline) •Bounce rate (visitors immediately leaving the site)
•Organic search effectiveness (targeted •Online brand image/impression (surveys)
keyword ranking) •onsite search effectiveness
•Social media effectiveness (clickthrough •content volume and accuracy (ranking of content
from social media sites) views)
•Online banner clickthrough rates

Potential “Nurture” KPIs Potential “Activate” KPIs

•Cross sales (sales to an existing registered •Online sales (and abandonment rate)
visitor) •Qualified sales leads
•Customer referrals on public web •Contact requests
(unsolicited) •Brand engagement activity success rate
•Registration to receive “Push •Online tool conversion (for example to job application
communication” tool)
•Online community activity •Self service (downloads etc)
•Extranet visit, visitor and duration KPIs •Content referrals, comments, votes
•Lead conversion KPIs(sales funnel)
•Knowledge sharing and collaboration


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The web cycle is also fact oriented
Potential “Reach” KPIs Potential “Engage” KPIs

•Traffic by source (earned, bought, own, •Visits, visitors and visit duration
offline) •Bounce rate (visitors immediately leaving the site)
•Organic search effectiveness (targeted •Online brand image/impression (surveys)
keyword ranking) •onsite search effectiveness
•Social media effectiveness (clickthrough •content volume and accuracy (ranking of content
from social media sites) views)
•Online banner clickthrough rates

Potential “Nurture” KPIs
•Cross sales (sales to an existing registered
visitor)
•Customer referrals on public web
(unsolicited)
•Registration to receive “Push
communication”
•Online community activity
•Extranet visit, visitor and duration KPIs
•Lead conversion KPIs(sales funnel)
•Knowledge sharing and collaboration


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With this we can build the basis for effective
digital channel planning
Reach Engage Activate Nurture
Financial objectives

Customer objectives

Operational objectives

Learning objectives


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Your stakeholders

Client’s network

Advocate Consumer Prospect Customer Investor Employee Partner


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Your stakeholders undertake actions

Client’s network


Actions

Browse Search Read Rate Share Review Network Create Moderate Build Act


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Your stakeholders undertake actions within communities

Client’s network


Actions


Digital Communities

Partner social media

Internal social media

Private/shared social media

Public, owned social media

Public, managed social
media, eg. Facebook

Public, unmanaged social media
(eg, blogs comments)


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Your stakeholders undertake actions within communities that operate through
channels

Client’s network


Actions


Information Channels

Partner extranets
Digital Communities

Partner social media Distributor channels

Internal social media Intranet email Desktop

Private/shared social media teleconference

Offline marketing

Face-to-face
Public, owned social media extranets kiosks

Mobile
Public, managed social Internet site
media, eg. Facebook
Internet info sites
Internet search engines


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channels that are managed or monitored by the client organizational entities.

Client’s network


Actions


Information Channels Client organization

Partner extranets Marketing
Digital Communities

Partner social media Distributor channels Digital

Internal social media Intranet email Desktop Communications

Private/shared social media teleconference Sales

Offline marketing

Face-to-face
Public, owned social media extranets kiosks HR

Mobile
Public, managed social Internet site IT
media, eg. Facebook
Internet info sites Services
Internet search engines R&D


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This ecosystem is our business domain in 2010.

Client’s network


Actions


Information Channels Client organization

Digital Communities




Offline marketing

Face-to-face

Mobile
media, eg. Facebook

Digital services

Digital Communications Marketing/ad Biz development Digital service
agencies agencies agencies agencies enablers

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This ecosystem is our business domain in 2010.

Client’s network


undertake

Actions


within Information Channels Client organization

Digital Communities


Paid for and seeded by
through


Offline marketing

Face-to-face

Mobile
media, eg. Facebook

supported by
Digital services

Digital Communications Marketing/ad Biz development Digital service
agencies agencies agencies agencies enablers

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I exist to facilitate a strategic
approach to the web
• Facilitate – all the activities needed to help businesses, of all sorts, build and
execute their plans. We are a company of facilitators – we do not build things
ourselves but help others.

• Strategic approach –the focus is on those activities that a company engages in to:

– build their vision of the world;
– decide what they want to “be” as part of that vision (strategic intent);
– identify the necessary changes to their business in order to “become” that part
of the vision;
– manage these changes to deliver the strategic intent.
• The web – here we refer to the interaction between society (individuals, teams,
organisations) and digital space in all its forms (Social media, internet, intranets,
extranets, virtual worlds, Software as a Service - SaaS), across all channels.


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Introducing Web Therapy
Do you need…
• A digital channel strategy and roadmap?
• A strategy for social media use?
• An effective RFP?
• A business scorecard-driven model for prioritisation?
• …
I will engage with your team as a catalyst for change to
deliver real value for digital channels to your business
As a next step – a 1 day, fixed price workshop, planned,
run and documented, to set scope and identify possible
opportunities

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So, who keeps you awake at
night?
• Customers
• Industry/government groups
• CSR lobbyists
• Consumer groups
• Consumer segments
• Shareholders

• List all the groups and people that help shape the
business you are in
• Postit and summarise


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Step into their shoes exercise
• Who are they?
• What are they thinking?
• What drives their decisions?
• When do they think about you?
• What is their attitude towards your brand and
products/services? (advocate, positive but passive,
ambivalent, negative, negative and active (hate),
ignorant)


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Influence, behaviour, attitude
• What behaviours do you desire that can
change attitudes
• What messages and activities can you use
to cause these behaviours?
• What channels and timing/frequencies do
you use for these messages and activities?


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Next Steps:


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Next Steps:
1. Say “Yes! Let’s start tomorrow!”


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Next Steps:
2. Create your digital channel plan, roadmap and measurement framework


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Next Steps:
• Understand external and internal audiences (who are they? what do they need? how
do they work? what are they trying to achieve?)


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Next Steps:
• Create scenarios of use that reinforce the brand (positioning, proposition, identity,
tone of voice)


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Next Steps:
tone of voice)
• Develop an information architecture and functional specification fit for purpose


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Next Steps:
tone of voice)
• Design simple interactions that are easy to use, highlighting knowledge,
expertise, tools, community, prospects and opinions.


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Next Steps:
tone of voice)
• Develop the supporting processes and organisational capabilities (in house,
external)


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Next Steps:
tone of voice)
external)
• Test, test, test


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Next Steps:
tone of voice)
external)
• Reﬁne the prototype


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Next Steps:
tone of voice)
external)
• Go live, monitor and evaluate


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Next Steps:
tone of voice)
external)
• Go live, monitor and evaluate
• Build the relationship for the long term


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Introducing Knexus

The experts in Social Media and Rapid
Learning


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Introducing Knexus

Knexus is a social software solutions company, founded in
March 2002 by a management team with deep expertise in
digital technology and social media

Knexus is headquartered in New York & London

We deploy innovative technology that integrates social into your
business and work with you on the strategy and content to
make it a success

Our integrated social media and rapid learning solutions are
used by companies globally to build trusted relationships, create
profitable conversations and drive monetization through
enhanced engagement

We provide solutions for colleagues, customers and partners,
through our Commercial & Enterprise Editions

Each of our customers is unique. Our Professional Services
team work side-by-side with you to develop an appropriate
social media strategy, deploy best-in-class solutions and harvest
the maximum business value


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We offer you a complete set of business services
to concept, build and run your social media
Professional services Platform capabilities Software as a Service Rapid learning content

•a full set of •full set of social media •The Knexus platform • The Knexus platform is
professional services capabilities is delivered as a supported by a rich
to fully support your •rich media and content service to you. and constantly
social network management features •This provides you developing source of
activity. to seed and to steer with the ultimate in social media and
•This ranges from impactful flexibility, a platform digital media
facilitation services conversations, and pricing structure knowledge, in the
to help you build your supported by powerful that will grow or form of articles,
business plan for analytics and adapt based on the webinars, blogs,
social networking, administration needs of your comments and
through to •capabilities tailored community discussions forums
configuration and across your existing •It also provides you a • This is a key
tailoring to integrate web, to integrate the no risk approach in a differentiator for the
the platform with social network and co- marketplace that is Knexus platform and
your brand and your created content into undergoing rapid an important element
visitor journeys your existing visitor change with new of the professional
journeys entrants and services needed to
•integrated social media acquisitions a succeed with building
with your existing CRM frequent occurrence a social network
capabilities within an organisation


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What this means for you and your business

For marketing • Ability to build social networks that support multiple marketing initiatives
professionals … and encourage “lifetime relationships”
• Optimizing Return on Marketing Investment
For Digital channel • Rapid deployment of community channels across multiple web instances
professionals … • Tight integration with existing web sites
• Potential for targeted push communications
For communications • Enhanced internal communications, two-way and cross-functional team
professionals … • Ability to integrate rich media into internal and external communications
• Social networks enabled for external communications with investors and
CSR
For sales teams … • Social network integration with distributors and partner web sites
• Social networks building social CRM increasing leads and conversions
• Tight integration with existing CRM tools
For HR • World class digital workplace supporting improved sharing and
professionals… collaboration cultures
• Supporting content and structures to build “digital natives”
• Rapid induction and reduced learning curve for new employees
• Enablers for Knowledge management in place
For IT professionals • Ability to rapidly integrate social media capabilities with existing online
… tools without major commitment to new enterprise content platform
• Ability to address backlog of business requirements with minimum
development and service investment and low risk.


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How we think & work with you, our customers

Social Media DNA • Rich social media DNA; extensive global brand experience

Integrating Social • Pioneering business value creation by integrating social media & rapid
Media & Rapid learning
Learning • Feature rich platform and great user experience
• Social media shouldn’t require you to ‘start again’
Open & Agile • Designed for deep customization; integration with your other key systems;
flexible deployment options e.g. mash-ups & widgets

• Our customers want more than great technology with professional
Partnership for deployment
Success
• We also work with you on strategy planning & harvesting business value

Content Expertise • Proven content methodology + rapidly growing premium content library

• Innovative platform
• Professional services
Holistic Offering • Software-as-a-Service
• Rapid learning
• Progressive pricing structure
Expertise • Extensive experience working with global brands


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Our customers


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Our platform

http://www.knexusgroup.com


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KNEXUS ENTERPRISE EDITION - Datasheet

SELECTED CUSTOMERS
Integrated Social Media & Rapid Learning Bupa GlaxoSmithKline Nokia
Cadbury
Dell Johnson & Johnson Prudential
Ingram Micro Shell
Knexus Enterprise Edition is the leading integrated social
media & rapid learning platform, offering you best-in-
class, flexible and feature rich capabilities to create KEY USE CASES
vibrant communities and team networks within your
organization. Accelerate understanding & engagement with colleagues
through media rich videos and podcasts information delivery
Integrate rapid learning into everyday business, with easy
sharing, networking and collaboration capabilities around content
Stimulate innovation and insights within and across teams &
The Enterprise Edition provides a fast, simple user regions
experience, with networking, collaboration, sharing and
rapid information dissemination. Easy-to-use admin panel with rich functionality makes content &
site management fast and convenient
Improve business performance with powerful analytics
Rapidly deploy a cost effective, integrated online solution that’s
globally scalable
Knexus can help you to integrate social into your business, Integrate Knexus Enterprise Edition with your existing intranet
create profitable interactions amongst colleagues,
communicate faster, stimulate innovation and
accurately measure business value creation. CASE STUDIES
Find out how companies are using Knexus Enterprise Edition
to effectively disseminate information and create profitable
interactions amongst colleagues
www.knexusgroup.com/success_stories_enterprise
BENEFITS

 Effectively and timely dissemination of information GET STARTED
 Create profitable interactions To get started or request a quote, please contact Philip Hobbs
 Stimulate innovation at philip.hobbs@knexusgroup.com

KNEXUS ENTERPRISE EDITION - Datasheet
KEY SOCIAL MEDIA FEATURES
Enterprise Edition Features Forums – Ask and find answers to specific questions
Blogging – Share interesting opinions and ideas
Knexus Enterprise Edition is the leading integrated social Secure Collaboration – Create secure online collaboration spaces for
media & rapid learning platform – providing everything sharing
you need to create profitable interactions amongst Networking – Confidential, secure connections
colleagues, effectively disseminate information, RSS Feeds & Aggregation – Stay update with the latest information
stimulate innovation and measure business value Mash-ups – Integrate popular social media destinations (e.g. Twitter,
creation. Features include: Facebook) with content on the platform
Ratings & comments –Rate media and interactions
Profiles – Create personalization profile pages
Directory – Create a directory of users
Events & Calendar – Organize and promote upcoming events via
KEY MEDIA MANAGEMENT FEATURES events calendar
User driven preferences – That can be aligned with your corporate
segmentation to target content
 Videos – Watch online videos
Personalization – Tailor your media and collaboration preferences
 Podcasts – Listen to and download podcasts
 iTunes subscribe – Subscribe to podcasts with iTunes
podcast feed
 Read documents
 User Generated Content (UGC) – Upload UGC quickly and KEY ADMIN FEATURES
easily No technical knowledge or skills required to customise and
manage your Community environment quickly and easily:
 Sharing – Share favourite videos, podcasts and documents
by embed, links and email Content Manager – Powerful and intuitive content
KEY ANALYTICS FEATURES management system (CMS)
 Favorites – Organize and find favourites with one click
Userinterface & reporting – Track your own activities on the
tracking Site Manager – Manage site navigation, site pages and
platform to gauge success navigation blocks
 Webcasts – Live webcast management
Team reporting – Create and monitor teams of users to measure User Manager – Add new users or edit details and profiles of
ROI existing users
Admin reporting – Powerful analysis of usage, media popularity Email Manager – Create, manage and edit email
and more communications

KNEXUS COMMERCIAL EDITION - Datasheet

SELECTED CUSTOMERS
Power of Social Media and Rapid Bupa GlaxoSmithKline Nokia
Learning Cadbury
Dell Johnson & Johnson Prudential
Ingram Micro Shell

Knexus Commercial Edition is the leading integrated social
media & rapid learning platform for increasing revenue, KEY USE CASES
building brand recognition, creating profitable Use video content integrated with collaboration to accelerate
conversations and driving monetization through understanding and stimulate purchasing behavior
enhanced engagement with customers and partners. Use social media functionality to build more trusted customer
relationships
Enhance interaction with and between customers to create
The Commercial Edition is ideal for companies who want to profitable conversations
use the power of online social media and rapid learning Generate and rapidly capture new leads
to increase sales, improve engagement and reward Reward loyal customers with added value online experience
loyalty with customers and partners. Track key marketing metrics with powerful analytics
Rapidly deploy a cost effective, integrated online solution that’s
globally scalable
Integrate Knexus Commercial Edition with existing online sites

BENEFITS
CASE STUDIES
 Increase revenue Find out how companies are using Knexus Commercial Edition
to create profitable conversations with customers and partners
 Build brand recognition
www.knexusgroup.com/success_stories_commercial
 Create profitable conversations
 Build & reward loyalty
GET STARTED
 Drive monetization through enhanced engagement
To get started or request a quote, please contact Philip Hobbs
 Powerful metrics at philip.hobbs@knexusgroup.com
 Self-service interface for maximum agility

KNEXUS COMMERCIAL EDITION - Datasheet
KEY MEDIA MANAGEMENT FEATURES
Commercial Edition Features
 Videos – Watch online videos
 Podcasts – Listen to and download podcasts
Knexus Commercial Edition combines comprehensive social
media features & rapid learning functionality –  On Demand interface – For fast, flexible access to content
providing everything you need to improve engagement,  User Generated Content (UGC) – Upload UGC quickly and
insight and interaction with customers & partners. easily
 iTunes subscribe – Subscribe to podcasts with iTunes podcast
feed
The platform can be deployed flexibly to fit with your  Read documents
business objectives and existing online investments.
Features include:  Sharing – Share favourite videos, podcasts and documents by
embed, links and email
 Favorites – Organize and find favourites with one click
interface
 Webcasts – Live webcast management
 Search – Flexible search for media files and more within
seconds
KEY SOCIAL MEDIA FEATURES  Metatags – Add descriptive meta tags for your media

 Forums – Ask and answer questions KEY ANALYTICS FEATURES
 Blogging – Share opinions and ideas User tracking & reporting – Track your own activities on the
 Ratings & comments –Rate media and interactions platform to gauge success

 Personalization – Tailor your media and collaboration
preferences
KEY ADMIN FEATURES
 Secure Collaboration – secure online collaboration
spaces for sharing CRM – Integrated CRM via salesforce.com
Content Manager – Powerful and intuitive content
 Networking – Confidential, secure connections management system (CMS)
 Mash-ups - integrate external social media with content Site Manager – Manage site navigation, site pages and
on the platform navigation blocks
User Manager – Add new users or edit details and profiles of
 RSS Feeds & Aggregation – stay update with latest existing users
information
Email Manager – Create, manage and edit email
 Conversion tracking - identify sales leads & conversion communications

Baynote Collective Intelligence

Give The People What They Want

Agenda

• Baynote Overview and Implementation Discussion

• Baynote Customer Examples

• Knexus Overview

• Collaboration Opportunities


Confidential

Page

Who is Baynote?
• Company
– Leader in recommendations and social search
– Pioneered recommendations in 2005
– 200+ customers globally
– Over 4 billion recommendation services each month

• Technology - Collective Intelligence Platform (CIP)
– Cognitive and social science foundation
– Breakthrough UseRank™ patents
– Software-as-a-Service

• Solutions
– Recommendations – full spectrum personalization
– Search relevancy – re-ranking by engagement


Confidential

Page

4 Billion Recommendations
Served Monthly
Excl. NASA


Confidential

Page

Our Websites are Leaking Visitors…
SEARCH
What the search engine returns


Confidential

Page

SEARCH

What the visitor sees


Confidential

Page
* The Atlas Report on Search Conversion

SEARCH


52% lost
by 3rd result

95% lost
by 2nd page


Confidential

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SEARCH NAVIGATION


1

2
52% lost
by 3rd result
3
4

5

6
95% lost
by 2nd page
Useful Page - 6 clicks down

Confidential

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SEARCH NAVIGATION


1

2
52% lost
by 3rd result
3
95% visitors
4 are gone!

5

6
95% lost
by 2nd page
Useful Page - 6 clicks down

Confidential

Page

Target Intent and Context


Confidential

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Brother Son
Husband

Engineer

CEO
Father


Confidential

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Brother Son
Husband

Engineer

CEO
Father

What to recommend

?

Confidential

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Social Science Meets Engineering


Confidential

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page views

purchases


Confidential

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page views

purchases
ENGAGEMENT

Confidential

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Understand & Optimize Customer Interactions
Reporting
• Understand consumer needs and interests
with visitor club reports
• Identify new revenue opportunities through
product gaps reports
• Predict purchasing trends with engagement
reports

Testing
• Measure impact on conversion, AOV, and
revenue
• Built-in split and ongoing A/B testing
• Test and compare different recommendation
strategies

Merchandising
• Easy to configure rules for improved
targeting and filtering
• Run promotions by product, content, bundle,
brand, and more
• Boost, pin, associate, or blacklist products or
content


Confidential

Page

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