Archive for the ‘digital marketing’ Category
I mentioned in a recent post that I’d be attending the Word of Mouth Marketing Association (WOMMA) Summit next week in Las Vegas.
It’s going to be my first time attending a WOMMA event, and for that I’m most excited. I’ll also be speaking at the event, and recently participated in an interview with WOMMA’s Jacob Hurwith to chat about some of the topics that would inevitably come up in my presentation, “Organizing For Social Business.” (Monday, Nov. 12, 4:30-5:15 PST)
The general theme of my session will center around the challenges and opportunities larger organizations face as they go about building their social strategies, sharing particular insights and experiences we’ve had inside IBM over the past number of years on this front.
At IBM, our social business strategy has very much centered around one of our best market-facing emissaries, the IBMer! If you’ve kept pace with any of our marketing initiatives in recent times, you know that the IBMer is front and center in those communications, most notably in our TV advertising, but also extensively in the digital and social media as well.
But their participation doesn’t end there.
We’ve featured subject matter experts extensively across a wide range of topics and across a range of venues in the digital and social media space, as well as in other public and sometimes private venues (think conferences, events, customer meetings, etc.).
As I’ll note in my talk, this direction is very much in keeping with IBM’s high-touch sales heritage, but builds on that legacy by making our people more accessible via social venues as well.
That said, don’t think encouraging very busy professionals to participate in social venues doesn’t come without some challenges — organizational, economical, cultural — all of which are an integral part of the story that I also look forward to sharing with my fellow attendees in Las Vegas.
Speaking of which, another fellow IBMer, Carolyn Baird, is also going to be presenting at WOMMA. Carolyn will be sharing insights from IBM’s global Chief Marketing Officer (CMO) study, one of the largest ever conducted of CMOs worldwide.
The study revealed that CMOs are under enormous pressure to manage a much broader range of responsibilities than ever before, and that underpinning this evolution is a growing dependency on technology that is reshaping CMOs’ strategies and priorities.
Carolyn’s session will share how CMOs are managing these shifts and the impact all of this is having on the CMO-CIO relationship (Carolyn’s session takes place Tuesday, Nov. 13th, from 11:45AM-12:30 PM).
Though I’m certainly excited to sharing IBM’s social story at such a distinguished convocation, I’m even more excited about hearing from my fellow social media enthusiasts. I took the names of all the organizations expected to be presenting at WOMMA, and you can see the vast breadth and diversity of companies and organizations represented in the Wordle cloud above.
If you’re going to be attending WOMMA, please look me up and introduce yourself. It’s the rare opportunity we social media practitioners have to get together in “meatspace” face to face, so I’m looking forward to meeting some new faces, and saying hello to some familiar ones, during my visit to Vegas (My fourth trip there this year!)
To follow the tidings on Twitter from the Summit, use the hashtag #WOMMASummit.
For my session, I’ll ask that folks use the hashtag #WOMMAturbo.
Written by turbotodd
November 5, 2012 at 9:23 pm
Big news today from IBM re: social analytics, and for some key customer wins on the social business front.
First, to the news about social analytics. Today, IBM unveiled new software and services that bring the power of big data analytics into the hands of a social savvy workforce anytime, anywhere.
With this new capability, organizations will be able to apply analytics to their social business efforts, allowing them to gain actionable insight on information generated in social networks and put it to work in real-time.
IBM’s Lead In Social Business
Today, more than 60 percent of the Fortune 100 have licensed IBM social software to activate their workforce to improve productivity, and gain insight on data to anticipate individual customers needs.
IBM’s leadership role in analytics has been established through a thoughtful strategy that required the expansion of R&D, acquisition and business initiatives across its hardware software and services portfolio.
As part of today’s news, IBM announced the availability of its industry-leading social software platform, IBM Connections.
IBM Connections incorporates sophisticated analytics capabilities, real-time data monitoring, and faster collaborative networks both inside and outside the organization, whether on premise, in the IBM SmartCloud or using a broad range of mobile devices.
You can check out a demo here.
IBM Customers Becoming More Social
IBM also announced today that leading companies around the globe, including Bayer MaterialScience, Colgate-Palmolive Company, LeasePlan, Primerica and Teach for America, are using its social software to achieve real returns on their social business investments.
The rise of social media is prompting business leaders, from the CMO to the chief HR officer to the CIO, to evaluate how to create opportunities that drive business transformation through the use of social technology, creating real business value.
At the same time, business leaders lack the tools to gain insight into the enormous stream of information and use it in a meaningful way. According to IBM’s CEO Study, today only 16 percent of CEOs are using social business platforms to connect with customers, but that number is poised to spike to 57 percent within the next three to five years.
A recent IBM study of more than 1,700 chief marketing officers reveals 82 percent plan to increase their use of social media over the next three to five years.
“To truly realize the full potential of a social business, leaders need to empower a company’s most vital asset — the information being generated from its people,” said Alistair Rennie, general manager, social business, IBM. “Now is the time for business leaders to embed social into their key business processes to shift their business from the era of ‘liking’ to ‘leading’.”
Today, more than 60 percent of the Fortune 100 have licensed IBM social software. There is strong demand for IBM’s social business platform in regulated industries, with 41 percent of Connections 4 beta participants in banking, finance and healthcare institutions.
Primerica, a leading distributor of financial products in North America, will utilize Connections and WebSphere Portal, to transform how its agents engage with its 2.3 million policy holders on the fly, to provide increased value for its customers.
The company plans to use social business software to improve the overall client experience, drive competitive edge and stay on the forefront of innovation in the financial services industry. You can read more details on Primerica’s adoption of IBM social software here.
And in the video at the bottom of this post, you can check out my interview with Digital Influence Group’s Glenn Engler about the challenges and opportunities for social media in heavily regulated industries.
Expanding IBM Social Capabilities In Key Growth Markets
To support the burgeoning demand for social business solutions in growth markets, in the fourth quarter of 2012 IBM will open two social business customer support centers to serve IBM’s Asia-Pacific and Latin American clients.
Located in Manilla, the Philippines, and Sao Paolo, Brazil, these centers will support the rapid adoption of social business tools in these growth markets. The Philippines and Brazil centers join a roster of IBM social business centers in North America, Dublin, Japan, China and India.
IBM’s growing business partner network of more than 39,000 business partners are also bringing new, cutting-edge capabilities to IBM’s social platform every day in areas including gamification, video, compliance, project management and mobility.
For example, Actiance provides leading compliance capabilities to thousands of organizations globally, SugarCRM helps sellers use social networking and analytics for effective selling, and Bunchball provides gamification capabilities to IBM Connections.
Making New Connections With IBM Connections Social Software
IBM Connections, a cornerstone of IBM’s social platform, is available on premise, in the cloud, and on a broad range of mobile devices.
IBM Connections integrates activity streams, calendaring, wikis, blogs, a new email capability, and more, and flags relevant data for action. It allows for instant collaboration with one simple click and the ability to build social, secure communities both inside and outside the organization to increase customer loyalty and speed business results.
The new Connections mail capability provides simplified access to email within the context of the social networking environment.
Empowering Your Employees
The new capabilities empower employees from every line of business, such as marketing, human resources and development to gain actionable insight into the information being generated in their social networks.
For example, the Connections landing page features a single location that allows users to view and interact with content from any third party solution through a social interface, right alongside their company’s content, including email and calendar.
The embedded experience of the news feed, also known as an activity stream, allows employees from any department inside an organization to explore structured and unstructured data such as Twitter feeds, Facebook posts, weather data, videos, log files, SAP applications, electronically sign documents, and quickly act on the data as part of their everyday work experience.
For more information, please visit www.ibm.com/press/socialbusiness.
IBM blogger and tech evangelist Todd “Turbo” Watson interviews Digital Influence Group CEO Glenn Engler at SXSW Interactive 2012 about the opportunities and challenges of social media for heavily regulated industries.
Written by turbotodd
September 12, 2012 at 4:13 pm
Posted in big data, business analytics, cloud computing, collaboration software, crowdsourcing, digital marketing, facebook, ibm software, marketing, mobile enterprise, online collaboration, predictive analytics, smarter analytics, social business, social commerce, social media, social networking, social networks, social platforms
Live @ IBM Smarter Commerce Global Summit Orlando: Twitter Editorial Director Karen Wickre On Effective Communication In 140 Characters Or Less
Karen Wickre, currently the editorial director for Twitter, has been on the vanguard of digital and social media communications for over a decade.
During her nine-year stint at Google, she helped found the Google Corporate Blog, which paved the way for Google’s more aggressive embrace of blogging for not only corporate communications, but also knowledge sharing and Google product enablement.
More recently, she’s served as the editorial director for Twitter, helping Twitter employees and customers communicate as widely and engagingly as is possible in 140 characters or less.
During our interview at the IBM Smarter Commerce Global Summit in Orlando last week, Karen and I chatted about the early days of social media, then worked our way forward to more cutting-edge concerns, including Twitter celebrity, Twitter’s key role in helping share the zeitgeist of live events, Twitter’s increasing international reach, and yes, even the ever-feared “DM Fail.”
Karen’s insights into both the philosophy and reality of effective social media communications can impact organizations everywhere looking to build their own smarter commerce strategies.
You can follow her on Twitter at @kvox.
It was a big day today in Singapore, where the country celebrated its independence, and where government leaders encouraged Singaporeans to make even more Singaporeans, in order to counter the country’s declining birthrate, which is among the lowest in the world at 7.72 births per 1,000 people.
I’m sure a few Singapore Slings may have been consumed, and I would have been right there with them, as the Raffles Hotel is definitely on my list of places to frequent for when I visit.
And that will be sooner rather than later, as IBM is going to be hosting a new, first-of-its-kind event at the Resorts World Sentosa this October 9th-11th.
This new IBM event will share with attendees the breadth of IBM’s integrated software and systems solutions capabilities, and demonstrate IBM’s strategic perspective on becoming a smarter busienss that excels in turning opportunity into outcomes in this new era of computing.
At the event, IBM will focus discussions on a variety of key “hot topics,” including those focused on speeding innovation with mobile computing, defending against cyber-threats with security intelligence, rethinking IT with cloud computing, and a host of others.
If you’re game, but need some compelling reasons to convince your boss to send you to Singapore, here’s a starter list:
- Networking. You’ll have the opportunity in Singapore to network with peers, industry experts, and IBM thought leaders from around the globe, including IBM customers already collaborating to better align business and technology investments.
- Learning. You’ll have the opportunity to learn from experts in our Solution Center, as well as through a personalized agenda of keynote session, “Hot Topic” sessions, and Exchange sessions built around your business interests.
- Delivering New Value. At IBM Interconnect, you’ll become one of the first to learn how to manage the velocity of change from real world examples of business delivering new value to the people they serve.
- Unleashing Innovation. You’ll also have the opportunity to begin to understand the new economics of IT, and how to use technology as the catalyst for unleashing innovation in your organization.
- Uncovering New Markets. And finally, in an environment where most every organization is looking for new customers in new markets, you’ll have the opportunity to start to develop a clear plan of how you can reinvent relationships with yoru customers and workforce and, in turn, start to uncover those new markets.
Changing With The Changing Times
Rapid change has become the new normal, as entire industries are now transforming to deliver compelling new value to their customers. In this era of interconnected industries, businesses and consumers, a new kind of leadership is required to turn opportunity into business outcomes.
Smarter businesses are capitalizing on information as an indispensable resource and using technology as the catalyst for unleashing innovation. They are expanding the digital world of the back-office into the front-office and the corresponding business infrastructures that are at the heart of business leadership and operations; the key interconnection points among consumers, business partners and employees.
Take advantage of this opportunity to develop a personalized agenda around your business needs, collaborate with business decision-making peers, and meet face-to-face with technical decision-makers and industry experts.
If you’ve never visited Singapore, I can’t recommend it highly enough. It’s like visiting a future that has already arrived, and in the meantime, you’ll have the opportunity to attend an IBM event that’s intended to help you create a future looming just over the horizon.
Written by turbotodd
August 9, 2012 at 9:37 pm
Posted in announcements, business analytics, business continuity, business intelligence, business partners, business travel, conference, customer experience, customer service, customer stories, cybersecurity, digital marketing, education, emerging economies, growth markets, ibm software, information insight, mobile enterprise, mobile internet, online collaboration, pure systems, smarter commerce, social media, steve mills
If you’ve been following the mobile and social space, and especially if you own your own smartphone, you know the impact that that increased mobility means in terms of your ability to conduct business –- personal and professional –- while on the go.
Now, IBM has some empirical data that indicates those behavioral changes due to smartphone adoption are occurring on a more massive scale.
The IBM Retail Online Index, a cloud-based analysis of the online retail sector, integrates factual marketplace data from its analytics offerings, including the Benchmark, with insights from the IBM Social Sentiment Index, an advanced analytics and natural language processing tool that analyzes large volumes of social media data to assess public opinions.
The combination of these two offerings provides the most accurate and immediate snap shot on the state of the online retail market.
According to the latest IBM Retail Online report, mobile shopping rose while social media sales fell, providing an indication of where US retailers may invest in order to capture the attention and loyalty of the digital consumer. The IBM Retail Online Index reported that retailers experienced 15 percent growth in sales from mobile devices but saw a 20 percent decline in sales traced to social media based on a much smaller base over this three-month period.
This report follows today’s news from the U.S. Department of Commerce’s Census Bureau which announced its estimates of U.S. retail and food services sales. According to the findings, retail sales fell 0.5 percent in June from May, the third straight month sales have been down from the month before. On a positive note, June 2012 sales were 3.8 percent above the pace of June 2011.
IBM’s Retail Online Index: Mobile Commerce Now 15% Of All Online Purchases
IBM’s Retail Online Index identified several trends of importance to chief marketing officers (CMO), e-commerce leaders and customer service professionals. Over the second quarter consumers continued to embrace mobile devices as a shopping tool, with mobile commerce accounting for 15.1 percent of all online purchases, an increase of more than 14 percent. Despite this momentum retailers are still struggling to sustain substantial success with their social media efforts, evidenced by a more than 20 percent drop in social shopping.
According to IBM’s State of Marketing 2012 survey, one explanation for social commerce’s failure may be the absence of a CMO and CIO alliance which is critical as marketing and online commerce become increasingly technology-driven. The lack of this alliance hinders the deployment of integrated technologies capable of fueling effective social media efforts.
A second factor is marketing’s inability to form a clear consensus on how to utilize social channels. As a result, the retail online index saw a decline in positive sentiment around social media, which according to the online index dropped from 25.1 percent in Q1 to 18.6 percent in Q2. Leading factors for this shift were the lack of deals being offered by retailers through these channels, which were more prevalent in Q1.
More Shoppers Are Multi-Channel, Mobile And Social
“Shoppers today are shifting from a singular online approach to a multi-channel experience that includes both mobile and social media. As a result, retailers must be prepared to connect with their customers on all fronts, or lose them to the competition,” said Craig Hayman, General Manager, IBM Industry Solutions. “As we enter the home stretch for the 2012 holiday season, we will continue to watch how CMOs and CIOs tackle these challenges and create social media efforts that deliver value to the customer while driving revenue for the business.”
Over the second quarter, while online traffic and sales for Q2 were down 6.7 percent and 2.3 percent from Q1 respectively, there were signs of optimism. Specifically, for completed orders, shoppers bought more items (average items per order grew 2.6 percent) and spent more for each transaction (average order values for each purchase grew by 2.3 percent) over the second quarter.
Part of IBM’s Smarter Commerce initiative, the Retail Online Index draws data and insights from IBM’s big data offerings to provide the industry’s most comprehensive look into the pulse of online retail through traditional and social media channels. The index analysis for second-quarter 2012 reveals the following trends:
Online Retail Sales for Q2 2012 versus Q1 2012:
- Consumer Spending: Total online sales for the quarter were down 2.3 percent over Q1 2012.
- Average Order Value: The average value for each order in Q2 grew by 2.3 percent.
- Items Per Order: The average number of items per order increased by 2.6 percent.
- Page view Per Session: Page views per session dropped by 2 percent to 6.4 pages.
- Mobile Sales: Sales from mobile devices reached 15.1 percent, up from the 13.3 percent in Q1 2012.
- Mobile Devices: While Apple’s iPhone continued to rank one for mobile device retail traffic at 8.2 percent, Android surpassed the iPad which finished at 6.8 percent and 6.7 percent respectively.
- Social Traffic: Shoppers referred from social networks generated 1.3 percent of all online traffic over Q2 2012, a slight increase from the 1.1 percent seen the previous quarter.
- Social Sales: Shoppers referred to retailer sites from social networks generated 1.9 percent of all online sales over Q2 2012, a decrease from the 2.4 percent seen in Q1.
Online Retail Categories for Q2 2012 versus Q1 2012:
- Consumers further intensified their focus on the home with home goods sales growing by 35.3 percent in Q2.
- Department stores continued to catch the attention of consumers with sales growing 3.7 percent
- Jewelry stores maintained its upward track with sales growing by 1.4 percent.
Consumer Sentiment for Department Stores for Q2 2012 versus Q1 2012 based on the IBM Social Sentiment Index:
- Social Media: A potential result of retailers failing to deliver compelling campaigns through these channels, positive sentiment around social media dropped by 6.5 percentage points, from 25.1 percent in Q1 to 18.6 percent in Q2.
- Loyalty and Pricing: Where sales and clearing inventory were priorities in Q1, retailer prices returned to more normal rates in Q2, a shift that fueled negative sentiment around pricing which grew by 2.1 percentage points. These factors also impacted consumer loyalty where negative sentiment grew by 2.1 percentage points.
About IBM Smarter Commerce
IBM’s Smarter Commerce initiative delivers software and services to help companies transform their business processes to more quickly respond to shifting customer demands in today’s digitally transformed marketplace. The initiative is driven by the demands from organizations who are increasingly looking for ways to bring new levels of automation to marketing, sales and fulfillment to secure greater customer loyalty. The growth of mobile, social and online commerce are key trends within Smarter Commerce.
You can learn more about IBM’s Smarter Commerce initiative here.
Written by turbotodd
July 17, 2012 at 5:27 pm
Posted in big data, business intelligence, ceo study, cio study, cloud computing, customer experience, customer service, digital marketing, enterprise marketing management, IBM Social Sentiment Index, mobile internet, mobile marketplace, smarter commerce
Well, it seems that the London Olympic Games are only a couple of short weeks away now.
As we get closer and closer to the lighting of the London 2012 Olympic torch, we will also start to see lines get drawn in the digital and social sand, as this will likely be the most “social” Olympic Games ever.
There will be lots to juxtapose in this year’s games in London with those of Beijing in 2008.
Most notably, the fact that we won’t have a 12 hour delay by the broadcast networks. Instead, NBC has already indicated that they will show many of the events live. American GDP could swoon to a new low in these London Olympic summer games!
If you’re looking for a place to follow the games, there will be no shortage of television and digital opportunities. Just this week, Facebook and NBC announced a collaboration for “transmedia” coverage of the London Olympic Games.
In that deal, data from Facebook will inform TV coverage on NBC and other channels that will carry portions of the Summer Games starting on July 27, according to The New York Times. The specific uses will vary, says the Times, but there will be a “Facebook Talk Meter” occasionally shown on TV to reflect what is being said online.
Conversely, on Facebook the NBC Olympics page will get frequent updates with what the companies call “exclusive content” for fans only. Fans will then be able to share what videos and articles they’re perusing on the network’s Olympics website.
It’s hard to believe that in only 4 short years, Facebook has grown from 100 million users, the number they were at during the Beijing Olympic Games, to over 900 million. There’s no question this will be a much more social Olympics, but let’s also not forget the projected TV audience is 4 billion (In Beijing, the global TV audience was estimated at 4.4 billion.)
Speaking of China, U.S. Senator Harry Reid (D-NV) castigated the U.S. Olympic Committee for its decision to have the U.S. Olympics team dressed in Ralph Lauren-designed berets, blazers and pants that were manufactured in China even as the U.S. textile industry struggles to keep U.S. workers at their sewing machines.
Maybe they should introduce sewing into the Olympics as an official sport and we can have ourselves a “sew-off?”
I recently did some Olympic scouting of my own, looking for Websites and mobile apps to help make sure I keep up with the Virtual Joneses during the London sports festouche. Here’s a few of them I unearthed:
- The official London Olympics Web site — http://www.london2012.com
- Olympic Movement Website — http://www.olympic.org
- BBC Olympics — http://www.bbc.co.uk/2012/
- U.S. Coverage, NBC: http://www.nbcolympics.com
I also found an interesting app for the iPad, the “Ultimate Olympic Guide,” which cost me a whopping $.99 and provided some nice background and overviews of each of the Olympic sports.
Feel free to add any other useful London Olympics resources in the comments section below.
Written by turbotodd
July 12, 2012 at 7:54 pm
Live @ IBM Smarter Commerce Global Summit Madrid: OgilvyOne Chairman & CEO Brian Fetherstonhaugh Speaks About The CMO Hotseat
OgilvyOne Worldwide Chairman and CEO Brian Fetherstonhaugh started our Q&A today here at the IBM Smarter Commerce Global Summit in Madrid by revealing who his favorite character on the 1960s-era AMC show about advertising, “Mad Men,” was. Drum roll, please….It’s…JOAN.
Mainly, Brian explained, because Joan “gets things done.”
We then turned our discussion to the vast evolution IBM’s own marketing culture has endured the past two decades, and the opportunities and challenges presented by the changing marketing landscape for CMOs, whose tenures these days last an average 27 months.
Brian also discussed other key issues facing chief marketing officers during this time of great change, including the need for CMOs to focus on new talents and skills development. Before he jetted off to another city somewhere in the world, Brian left the IBM Smarter Commerce Global Summit, and you, with some valuable marketing advice.
And when you watch the video, never mind the Spanish waiter who entered the frame for just a moment: He was simply doing what we wish to see companies everywhere do best, servicing their customers!
Written by turbotodd
May 24, 2012 at 12:25 pm
Posted in advertising, business analytics, conference, digital marketing, digital media, human resources, market research, marketing, martin sorrels, mobile internet, search marketing, social commerce, social media, television, web metrics
I mentioned in my last post that I must have been dreaming on the way over to Madrid. Or maybe it was just all these thoughts running through my head before I actually drifted off to some semblance of jet-engine-drone-induced slumber.
One of those thoughts reminded me of the guy in the YouTube video who reminded us all what an amazing time we live in. That we can climb into what essentially constitutes a rather large beer can and zoom a few thousand miles away in only a matter of hours. In a journey that, once upon a time, would have taken a Benjamin Franklin or a Thomas Jefferson weeks by sea, and likely would have been filled with seasickness, scurvy, or worse, when all they wanted to do was get there.
That was one of my thoughts: Then I fell asleep somewhere near Dallas and woke up somewhere over lovely Spain.
Be Amazed By This Amazing Opportunity
But I also dreamed of commerce. Of its history, and its evolution, and what an amazing time we live in terms of how we conduct business.
I went and looked up “commerce” on Wikipedia, curious as to what the “crowd” out there had to say. That, too, is another relatively new concept, to be able to “crowdsource” information from people around the globe.
Their definition goes something like this: Commerce is the whole system of an economy that constitutes an environment for business. The system includes legal, economic, political, social, cultural, and technological systems that are in operation in any country. Thus, commerce is a system or an environment that affects the business prospects of an economy or a nation-state.
First, there were barter economies, where trading was the principal “facility” in which peoples bartered for goods and services from one another.
Then, currency was introduced as a standardized money, which, facilitated a wider exchange of goods and services — everything from coins to lumps of precious metals to, today, even virtualized currency like “Bitcoin.”
But these days, as the Wikipedia entry observes, commere also includes a complex system of companies that try to maximize their profits by offering products and services to the market (consisting of both individuals and other companies) at the lowest production cost.
The Early Road To Smarter Commerce
So what did some of those early commerce scenarios look like? Imagine, for example, how the domestication of camels allowed Arabian nomads to control long distance trade in spices and silk from the Far East.
Or the “Silk Road,” which was established after the diplomatic travels of the Han Dynasty Chinese envoy Zhang Qian to Central Asia, which allowed Chinese goods to make their way to India, Persia, the Roman Empire — and vice versa.
The English East India Company was an English and, later (from 1707), British joint-stock company formed for pursuing trade with the East Indies, but which ended up trading mainly with the Indian subcontinent. Shares of the company were owned by wealthy merchants and aristocrats. The government owned no shares and had only indirect control. The Company operated its own large army with which it controlled major portions of India.
In more recent times, we saw the introduction of 23 countries agreeing to the General Agreement on Tariffs and Trade, in 1947, which attempted to rationalize trade among nations.
Going All In…For Your Customer
Today, circa 2012, we find ourselves at another inflection point in the history of commerce, one which begins and ends with the customer. Today’s commerce environment features a customer who is dictating a new set of terms in the dynamic between buyers and sellers, and these are very smart consumers, ones empowered by technology, transparency, and an abundance of information.
Just simply walk through your closest local retailer or your nearest airport, and you’ll see signs of this new and smarter consumer. Via smartphones and other mobile devices, they are connected real-time to an absurd amount of information that empowers them as buyers, and, in turn, requires an accelerated sophistication on the part of sellers, no matter the product or service.
These consumers expect to engage with companies when and how they want, through physical, digital, and mobile means, and they want a consistent experience across all channels.
Because they are empowered and connected, they can compare notes, quickly, and they can champion a brand or sully a reputation with the click of a mouse or the stroke of their tablet computer.
No More Business As Usual
This ultimately means, of course, that there is no longer such a thing as “business as usual.” Empowered and connected consumers are deeply linked — to their friends, colleagues, and the world at large — and they evaluate and compare the quality of their experiences with those of others. And they are the ones who can reward, or penalize, the businesses that do, or do not, give them what they want.
This is new trading crossroads of the 21st Century, and it is those companies who are interested and compelled to act to enable and encourage this new consumer who are in attendance here at the IBM Smarter Commerce Global Summit here in Madrid this week.
To thrive in this new age of the customer, they recognize they must understand the motivations of each individual purchaser. They must predict, and not merely react to, customers’ needs and preferences.
They must understand not only what they buy and where, but also why and how they choose to buy it.
That’s what this new world demands. That we need not only a better system of doing business.
But, also, a “smarter commerce” environment, one that puts the customer at the center of all operations, and that helps companies better buy, market, sell and service their offerings accordingly.
Written by turbotodd
May 21, 2012 at 2:03 pm
Posted in 2012, big data, business analytics, business intelligence, collaboration software, conference, crowdsourcing, customer experience, customer service, digital marketing, digital media, e-commerce, globalization, marketing, marketing automation, smarter commerce, smarter planet, social networks
IBM ImpactTV 2012 Instant Replay: IBM’s Mike Rhodin On Big Data, Smarter Commerce, And The Emerging LOB Tech Buyer
Our first interview at IBM Impact 2012 this year was with IBM senior vice president, IBM Software Solutions Group, Mike Rhodin. This was also our first ever opportunity to interview Mike, so we were especially excited about this particular interview.
Mike leads an organization which focuses on delivering integrated offerings that target high-growth opportunities, including business analytics, collaboration, and industry solutions. As a senior vice president, Mike is responsible for a $5 billion business portfolio which represents one of the fastest growing and most acquisitive.
In our interview, Mike explained that his business is reaching more of a non-traditional technology buyer, the senior “line of business” executives who have played a much more dominant role in tech acquisition through the economic downturn, and who are looking for solutions that can help their organizations differentiate themselves in the marketplace, and and even more readily empower front-line executives and decision makers.
He also brought us up to date on what IBM’s Watson has been up to over the past year, explaining that Watson finally got a “real” job — actually, a couple of them!
In his former IBM lives, Mike has served as the general manager of IBM’s Northeast Europe organization, as well as the GM of IBM’s Lotus Software division, a stint in which he led a team to create the “human side” of IBM’s software strategy by developing IBM’s collaborative technology and solutions which integrate people, data, and business processes.
Written by turbotodd
May 8, 2012 at 5:17 pm
Posted in 2012, acquisitions, artificial intelligence, big data, business analytics, conference, digital marketing, e-commerce, ibm executives, ibm software, impact 2012, marketing, social commerce, watson, web metrics