The Perception Gap: what customers want and what executives think they want [infographic]

In February, the team at Pivot released a revealing research report that documented the increasing gap between marketer and customers. I referred to this as the Great Divide or the  “The Perception Gap,” the distance between what customers want in social media and what executives think they want. In collaboration with Barnickel Design, we’ve just released this infographic that visualizes the extent of the perception gap between social consumers and social businesses.

Without a Strategy, There Is No ROI

Guest post by Danna Vetter, VP, Consumer Strategies, ARAMARK - Part 3 in a series

Have you ever started a meeting without an agenda? Driven your car with no destination? How about gotten surgery before diagnosing a need? While some of those options may seem like refreshing changes, it’s not the way you run your business. But that is exactly what it’s like when you start a social media campaign without a strategy that ties to real business needs.

Q: What’s your best advice to social media managers? A: Stop talking about social media


I recently presented at Microstrategy’s iCommerce Summit in Amsterdam on the importance of looking inside to improve how to engage on the outside. Following the event, I was invited to join Peter Gentsch of Big, Michael Buck of Dell, and Andreas Bock of Telekom. The conversation explored the importance of rethinking how businesses approach social media. Rather than driving social media strategies based on just clever ideas, campaigns, soft KPIs, and intangible results, I shared the importance of focusing on the bigger picture. At stake is nothing less than not only the future of social media in your organization, but more importantly, how decision makers recognize and value relationships throughout the customer life cycle.

The New Social Producers

Miles Fisher may not be a household name, but chances are, you may have already seen his work. Perhaps you’ve seen his Tom Cruise spoof in Superhero movie or the clip that’s still making the rounds on the Web. Or maybe you’ve seen his clever rendition of “This Must be the Place” by the Talking Heads shots as a video homage to American Psycho.

The Future of Media is Currently in Production

Broadcast journalism evolves with every new medium that emerges. Social media certainly opened the doors to new forms of content and distribution channels, but in the end, value, consistency and engagement separates those who find a long-term audience from those flail in obscurity. The market for relevant and compelling content is infinite, regardless of medium.

Smashing Convention: Billy Corgan on why artists need more than viral videos

Welcome to Revolution Season 3!

Although, we unofficially launched one of the interviews early (because of the GRAMMY Awards), Season 3 proudly debuts with an unapologetic interview with none other than Billy Corgan of the Smashing Pumpkins. This episode also celebrates the release of Oceania, the new Smashing Pumpkins “album within an album.”

Please help us update The Conversation Prism v4.0

Even though there are a few imposters out there, The Conversation Prism is still the original and IMHO the most thoughtful visualization of the social media landscape. JESS3 and I introduced The Conversation Prism at SXSW in 2008. Since then, it has undergone three iterations with the last being v3.0.

A Facebook Like Does Not Equal an Opt-in

I’m writing this post while visiting Antwerp, Belgium as part of the Social Business Sessions I’m hosting along with The Fusion Marketing Experience. While here, I had an opportunity to spend time with several Belgian journalists. One of the notable conversations was with Erik Verdonck of Pub, a local magazine focused on the advertising industry. The three themes we touched upon are not only timely, but representative of the challenges that face marketers and strategists around the globe.

You say you want a revolution? Well, Revolution Season 3 is coming soon

Over 30 episodes and two seasons, Revolution TV is coming back stronger and more engaging than ever. This season, we’re only inviting guests who are proving that they can disrupt what it is that they set out to change. This show is dedicated to learning from their challenges and how they found success.

Culture Shock: Culture’s Impact on Social Marketing and Business

Guest post by Ekaterina Walter, a social media strategist at Intel. She was recently elected to serve on the Board of Directors of Word of Mouth Marketing Association (WOMMA). Follow her on Twitter

Culture is one of the largest components of how we communicate: not just how we say something but how we choose the tools we use to get a message across. This is as true for social media as it was for the telegraph.

ABOUT ME

Brian Solis is principal at Altimeter Group, a research firm focused on disruptive technology. A digital analyst, anthropologist, and futurist, Solis has studied and influenced the effects of emerging technology on business, marketing, and culture. Solis is also globally recognized as one of the most prominent thought leaders and published authors in new media. His new book, What's the Future of Business (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold and flourish in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. Prior to End of Business, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.

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