Francois Gossieaux - International Forum on E 2.0

ECLIPSE YOUR COMPETITION BY LEVERAGING SOCIAL MEDIA

PREPARED FOR THE INTERNATIONAL ENTERPRISE 2.0 FORUM

– MILAN, JUNE 10TH, 2010@FGOSSIEAUX

WHAT IS ACTUALLY HAPPENING OUT THERE?UNDERSTANDING THE TRUE DRIVERS OF SOCIAL MEDIAHOW DO HYPER-SOCIAL ORGANIZATIONS THINK ABOUT THEIR BUSINESS?WHAT DO HYPER-SOCIAL ORGANIZATIONS DO DIFFERENTLY, AND WHY?MARKETING 2.0 IN A HYPER-SOCIAL WORLD

OVERVIEW

THE SAP DEVELOPER COMMUNITY

LET’S START OFF WITH A LITTLE EXAMPLE HUMAN 1.0 VS. WEB 2.0

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The SAP Developer NetworkStats:1.4 M users400K+ business expertsContent-richOriginal Incentive System:Point system leading to

personal rewardsThe Results:Bullying behavior in the

communityNew Incentive System:Point system leading to

donation to good causeThe Results:No more bullying in the

communityWeb 2.0 or Human 1.0?

A look at some NIH + Duke Research

Experiment #1:

People play Atari-style video game which allows them to earn or lose money for themselves

MRI scans shows that the pleasure side of the brain lights up – that same part that gets addicted to drugs

Experiment #2:

People play Atari-style video game which allows them to earn or lose money for a charity

MRI scans shows that the altruism side of the brain lights up – that same part that is responsible for social interactions

So to understand how to do business in a 2.0 world…

You do not need to understand the Web 2.0 technologies

You are better off understanding Human 1.0 – not as individuals, but as

hyper-social creatures

LET’S GET A LEVEL DEEPER ON THE HUMAN 1.0…

Why are social beings helping one another?

Reciprocity = a Reflex

Why are people going out of their way to punish others?

Humans have an innate sense of fairness = keeps reciprocal society working

Why do people like to look like others?

Because humans have mirror neurons

Why do we lie to market researchers?

Because we lie to ourselves and others, and we tell people what we think they want to hear

Why there is no real (big) business in the long tail

Because we are a herding species, and a self-herding one to boot

Why is status so important (and why do we hoard it)?

Because it used to get us a better mate – proceed with caution: status works both ways!

What are the important Human 1.0 Hyper-Social Traits

• Reciprocity – it’s a reflex that allows us to be the only super-social species without all being brothers and sisters

• Social framework of evaluating things vs. market framework

• The role of fairness in assessing situations

• The importance of looking cool and mimicking others

• Herding and self-herding(early research shows that social behavior does not change when it scales)

So to the extent that we can basically be human

with what we know, and share it as freely as we

possibly can, I think we’ll go a long way towards

gaining a higher or stronger level of trust with

the consumers.

Barry Judge, CMO Best Buyhttp://www.cmotwo.com

THEY THINK DIFFERENTLY ABOUT THEIR BUSINESS

SUCCESSFUL HYPER-SOCIAL ORGANIZATIONS

Informed by Tribalization of Business Study:2009 – 430 Companies took the survey (52% external communities, 32 hybrid, and 12 internal)

In the old days

Hierarchies within organizationsOld: legal employee contracts

Mostly 1-1 customer relationshipsOld: legal customer contracts

Marketing

PR

Customer Support

The new world order

Hierarchies within organizationsOld: legal employee contracts

New: cross-functional social contracts

Mostly 1-1 customer relationshipsOld: legal customer contracts

New: social contracts

CIO’s

Green Enthusiasts

Product Idea

Business model tweak

PR

Customer support

Hyper-Social companies think differently: a recap

• Think tribe – not market segment– We need to find groups of people who have

something in common based on their behavior, not their market characteristics

• Think knowledge network – not information channel– The most important conversations in communities

happen in networks of people, not between the company and the community.

• Think human-centricity – not company-centricity– The human has to be at the center of everything

you do, not the company• Think emergent messiness – not hierarchical fixed

processes– People will want to see responses to their

suggestions, even if it does not fit your community goals – FAST

“…affinity groups will quickly become the dominant social

force in the emerging world

economy, changing how we think about markets, fads, social

movements, and, ultimately, power”

- Tom Hayes, Jump Point: How Network

Culture is Revolutionizing Business – 2008

WHAT IS IT THAT THEY DO DIFFERENT?

HYPER-SOCIAL ORGANIZATIONS

Hyper-Social Orgs – Leveraging Social Business Processes

• Successful Hyper-Social organizations turn their business processes into “social” processes– Why?

• Scale• Increased quality• Increased passion• Increased WOM

Turning a business process into a social process

• IS NOT:– Running traditional programs using social

media platforms – PR by blogging press releases, lead gen by spamming community members, recruiting through spray and pray over Twitter, etc.

• BUT IS:– Running programs based on human reciprocity

and social contracts to get others, whose job it isn’t to do so, to help you do your job – customer support with the help of all employees and customers, product innovation with customers and detractors, etc.

– TAPPING INTO PASSION, AND HUMAN 1.0 TRAITS

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Process Before After Benefits Case Studies

Sales One-to-one Many-to-many Sales is social networking

Tibco, Zappos

Product Innovation Constraint to a department

Includes all employees,

customers, prospects and detractors

Reduce product failure rates (now at 80%)

Cisco, Netflix

Lead generation Interrupt-driven Become findable, be generally helpful in public conversation

Leads that actually want to buy something

EMC, Dell

Customer Service Conducted by employees

Conducted by employees and other

customers

Customers service as a revenue source

instead of cost center

SAP, Zappos

Knowledge Management

Top down process Federated and user-driven process

KM that works, changes in work habits

IBM

Customer Communications

Mostly between companies and

customers

Primarily among customers, detractors

and prospects

Reduced cost and increased

effectiveness

Best Buy, Dassault Systemes, Fiskars

Talent Acquisition and Development

Board, interrupt-driven and based on

weak ties WOM

Endorsed by the tribes people belong to

Social context provides better

matches

Monster.com

Employee Communications

Mostly within silos Cross enterprise Increased serendipity, increased support

IBM, FedEx, Cisco

Market research Based on small groups and financial

incentives

Based on tribes and social contract

Much more accurate market data and

increased success

Eli Lilly, Pfizer, IBM, Fiskars

PR & Thought leadership

Rolodex based and focused on traditional

media

Community/tribe based and focused on

social media

Much more amplification of the

messages

Microsoft, Intuit

Marketing 2.0 in a Hyper-Social world

• Realize that your customers are Hyper-Social– Find the knowledge networks that matter –

listen to what is being said about the things you care

– Develop content that will travel in those networks – would you send it to your best friends?

– Find ways to help the tribes AND their leaders

• Leveraging Hyper-Social employees– Find the pockets of passion and turn all your

employees into sales, marketing, and customer support employees

– Examples: Best Buy, Xerox, Humana, Dell

Any questions?

Francois GossieauxPartner, Beeline Labse. [email protected]. http://www.beelinelabs.com b. http://www.emergencemarketing.comc. http://www.marketingtwo.netp. http://www.cmotwo.comt. http://twitter.com/fgossieaux

Our new book: The Hyper-Social Organizationhttp://www.hypersocialorg.com

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