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February 2012 Archives

Sean O'Driscoll on Social Media and the Future of Customer Reference Programs

Posted by Bill Lee on February 7, 2012 at 08:48 AM

Social media represents the biggest opportunity for customer reference programs--and the biggest threat, if they don't adapt. I'll be discussing this critical issue with Sean O'Driscoll--the world's leading authority on customer advocacy and social media--in a fireside chat at the 2012 Summit. We'll have plenty of audience participation.

For now, let's look at what questions we should be asking about these subjects. Below are some that Sean and I have come up with. What are YOUR most pressing questions regarding social media and reference programs? Bring them to the Summit to ask Sean and me.

  • What is the future of social media marketing overall? Where is it headed? 
  • How will Facebook and LinkedInn evolve? How will Facebook be relevant to B2B marketers? 
  •  Customer reference programs: what role can they play in this new world of marketing? Can reference programs play a LEADING role? What and how must they change to best position themselves for this new role? 
  • How will the use of customer advocacy change in the next 5 years? 
  • Everyone seems to question measurement and ROI of social media – what is the state of the art now in determining business impact of social media? 
  • What are the major differences between B2B and B2C firms, regarding social? Can one learn from the other? 
  • About 18 months ago Google and Forbes issued a study to the effect that  the Web is now the primary source of business information for the C-suite.(“Rise of the Digital C-Suite”) Any comments on that? 
  • Tell us about the most amazing customer advocate community you’ve seen?

Btw, Sean has developed a maturity model for social, and will give us a look at the model and how you use it. He'll also share his experiences running an enormous customer advocacy program at Microsoft (the MVP Program) .