This document summarizes a presentation about social media and how it can be used strategically for business. The presentation discusses how social media is more than just a channel and is the foundation for business success. It notes that most social media conversations do not mention brands and discusses how analyzing social data can provide insights into what customers care about. This allows businesses to better understand customers and engage with them in a relevant way. The presentation emphasizes achieving "mutual relevancy" through personalizing experiences for customers based on their attributes and context. It provides exercises for attendees to map out customer data and develop a plan to integrate relevant experiences across marketing channels.
35. The art and science of balancing the needs and desires
of the always connected, fully empowered customer with
the business requirements and commercial outcomes
which define success for the enterprise !
in the 21st century.!
58. • Business Context!
• Consumer Insight!
• Data & Analytics!
Experience!
The experience process
Insights! Platform!
Creative!
Email!
Search!
Web!
Customer
Service!
Social!
Mobile!
Display!
Ecommerce!Rules!DAM!
Campaign!CRM!
CMS!
Measurement!
Monitoring!Analytics! Reporting!
• Design!
• Content Production!
Business
Requirements
Solution
Plan
Functional
Requirements
59. • Business Context!
• Consumer Insight!
• Data & Analytics!
Insights! Platform!
Creative!
Email!
Search!
Web!
Customer
Service!
Social!
Mobile!
Display!
Ecommerce!Rules!DAM!
Campaign!CRM!
CMS!
Measurement!
Social
Monitoring!
Web
Analytics!
Reporting!
• Design!
• Content Production!
Experience!
Business
Requirements
Solution
Functional
Requirements
Experience!
Business
Requirements
Solution!
Plan
Functional
Requirements
Requires three basic elements
60. 1. Business Requirements
• Determine desired
experience journeys!
• Map conversion
journey touchpoints
per audience!
• Establish the set of
channels required per
journey!
• Define program metrics
for accountability!
• Identify programmatic key
performance indicators!
• Document data
requirements to compile,
analyze and report KPIs!
• Translate the business
vision into actionable
experience goals!
• Document target
audience(s)!
• Define “conversion”
event or action for each
audience!
1. Goals! 2. Metrics! 3. Channels!
61. 2. Experience solution
• Develop workflow
processes for experience
management!
• Determine roles and
responsibility for operation
and support!
1. Content! 2. Organization! 3. Platform!
• Heuristic review!
• Content inventory!
• Taxonomy !
• Content matrix!
• Content requirements!
• Identify implicit and
explicit data attributes
for personalization !
• Determine triggers per
audience!
• Map experience across
application ecosystem!
62. 3. Functional requirements
• Document workflow
processes for experience
management!
• Develop Training program!
• Produce governance
guidelines!
1. Content! 2. Organization! 3. Platform!
• Content brief!
• Wireframes!
• Collaboration with creative
team!
• Content Management plan!
• Content Lifecycle plan!
• Document application
selection!
• Define Functional
requirements by
application!
• Document rules sets for
personalization engine!