As some of you might know, I'm quite an active twitterer. Earlier this month, there was a lot of discussion on Twitter about how unique we all were. Why? Because only a very small percentage of people actually tweet regularly. Forrester's Technographics® data shows that only 11% of US online consumers tweet monthly, while more than 84% say that they never tweet.
So who are these “tweeps,” and why are they so attractive to marketers? As one would assume, people who tweet monthly or more display many characteristics of early adopters: They are more educated, more likely to own a smartphone, more likely to be male, and more likely to have a higher income.
What really makes them unique, and at the same time very interesting for marketers, are their attitudes:
Is it possible that in 2011 social media could help bring peace on earth, goodwill toward men (and women)? I’m enough of an optimist to hope so but enough of a realist to appreciate how naive that sounds. Still, I believe there are encouraging signs that social media can have a positive impact on the world — but only if it first has a positive impact on each of us.
If I predict that social media will bring peace to the world and am subsequently proven wrong, at least I’d be in good company. History is full of examples of technical advances that carried the promise of beneficial change but delivered something less. Alfred Nobel invented dynamite, a more stable version of nitroglycerin, to make mining safer; he eventually used his wealth to establish the Nobel Prizes after reading an erroneously printed obituary that called him “the merchant of death” for “finding ways to kill more people faster than ever before.”
‘Tis the season for gifts and wishes. I have no presents for Twitter, Facebook, Yahoo and Google (and giving them gifts would violate Forrester rules), so instead I’ve dug deep into my bag of hopes to offer some wishes for these leading tech and social media companies:
For Twitter, the gift of distribution. I’ve argued plenty on this blog that Twitter has already become mainstream based on the impact it has on our culture, if not on the number of people who use the information network. It must be rewarding for Biz, Ev and the Twitter crew to see tweets become news on CNN and in Entertainment Weekly, but that doesn’t pay the bills. For Twitter to become an ad-serving powerhouse (without annoying its loyal user base), it needs more people consuming tweets — it won’t be the number of people who tweet that drives Twitter’s revenue but the number of people who read those tweets. If Twitter is to maximize the potential of its Promoted Tweets, trends and accounts, it needs as many eyeballs as possible, and so in 2011 I give Twitter the wish of wider distribution. If Twitter can succeed in being integrated in sites across the Web (as Facebook has) not just as a button but as content, the future will remain very bright for the ubiquitous blue bird.
I've always loved examples of the crossover between online and offline influence; my 2009 report The Analog Groundswell contains some of my favorite examples of that overlap. Our new London-based Interactive Marketing Research Associate James McDavid is here with the story of how Smirnoff brought social media into the real world -- and how it had a bit of fun in the process:
The weekend of November 27th saw the culmination of a multinational marketing campaign by Smirnoff that showed the extent to which a clear, well-executed social media strategy is able to drive engagement with a brand across multiple regions and interactive channels.
Using Facebook pages and Twitter accounts, Smirnoff asked fans and followers in 14 cities (such as London, Rio, Miami and Bangalore) what made the nightlife in their city unique -- and then wrapped all the best elements from each city into shipping containers and delivered them to other host cities. Smirnoff posted a steady stream of Facebook status updates asking fans to say which city they’d like to exchange with. The company also made videos showing the shipping containers being filled -- as well as videos of the parties to celebrate the crates' departures -- and posted them to its YouTube channel. Once the crates arrived, Smirnoff threw the parties in its new locations, with its fans and attendees generating even more content and sharing it online.
“Twitter is the fastest-growing customer service channel.” I hear this frequently, most recently during one of the keynote presentations at Dreamforce last week.
There are a lot of reasons to love Twitter -- or at least the idea of Twitter -- for customer service. For a customer, Twitter represents an opportunity to connect with knowledgeable, supportive, and humanized help. And for companies, Twitter is a way to publicly resolve public complaints.
I’ve used Twitter many times for service-related issues. These interactions fall into two buckets:
The times I contacted a company because other channels had either failed, were less convenient, or Twitter was simply easier.
The times I vented on Twitter and someone intervened.
Are you interested in business intelligence, wonder about the future of the analytics market or have a question on advanced analytics technologies?
Then join the Forrester analysts Rob Karel, Boris Evelson, Clay Richardson, Gene Leganza, Noel Yuhanna, Leslie Owens, Suresh Vittal, William Frascarelli, David Frankland, Joe Stanhope, Zach Hofer-Shall, Henry Peyret and myself for an interactive TweetJam on Twitter about the state of advanced analytics on Wednesday, December 15th, 2010 from 12:00 p.m. – 1:00 p.m. EDT (18:00 – 19:00 CET) using the Twitter hashtag #dmjam. We’ll share the results of our recent research on the analytics market space and discuss how it will change with new technologies entering the scene and maturing over time.
Business intelligence is the fastest growing software market today as companies are driving business results based on deeper insights and better planning, and advanced analytics is the spearhead of BI technologies that can untap new dimensions of business performance. But what exactly is ‘advanced’ analytics, what technologies are available and how to efficiently use them?
Much more detailed information can be found in the blog of Forrester analyst James Kobielus who will lead us through the discussion during the TweetJam. Above you see an overview graphic listing the different elements of advanced analytics today, taken from his blog.
Here are some of the questions we want to debate during our TweetJam discussion:
What exactly is and isn’t advanced analytics?
What are the chief business applications of advanced analytics?
One common complaint I hear from marketers is that social media is not (yet) a mass medium. For example, the circulation for Cosmopolitan is 3 million, while the magazine counts just 700,000 fans in Facebook. And while it seems (almost) everyone is creating, using or consuming social media today, it is a highly fractured channel. Thirty years ago, almost every person watching television was tuned into one of three networks; today, 550 million people use Facebook, and each and every one of them is their own network.
However, the fact that social media is fractured and personalized does not mean that it isn't a mass medium; it just means it is a challenging mass medium. Here is the evidence for social as a mass medium:
Some blog posts generate little reaction; some generate a lot; and sometimes it is a single idea contained within a blog post that spurs the greatest response. I recently authored a diatribe entitled "Eight Things I'm Sick Of In Social Media." The comments associated with the post are fascinating and informative, but one point created the strongest and most supportive reaction: When I said I was sick of Auto DMs on Twitter. (For those who don't know, Auto DMs are generic, pre-programmed responses that are automatically sent to each new follower on Twitter.)