Social Media Les 3: Wie zijn je klanten en waar bevinden ze zich? Kansen voor kleine bedrijven met kleine marketingbudgetten

Agenda Terugblik vorige keer Korte presentaties en discussie Deze week: Doelgroepen en bereik – Wie zijn je klanten? – Waar zitten je klanten? – En wat wil je dat ze van jou geloven?

Terugblik vorige week

De Eindcase: SWOT en doelstelling In drie- of viertallen Bedrijf kiezen waarvoor je een SM strategie/ - plan gaat maken SWOT Wat zijn merkwaarden van je bedrijf? En hoe is je bedrijf gepositioneerd ten opzichte van andere bedrijven? Wat is de content (of zijn de verhalen) die in de SM over je organisatie rondgaan?

Persona

Klanttypen Welk probleem lost het bedrijf op? En voor wie? Maar… Wie is die wie? Doelen en aspiraties? Ambities? Op welke media vertrouwen ze? Taalgebruik? Hoe ziet zijn/haar leven eruit? Etc.

Personas bring focus

Personas create efficiency

Personas lead to better decisions Personas for Design Information architecture, interaction design, visual design, content development, user testing Personas for Marketing Framework for marketing campaigns, branding, messaging, market research Personas for Strategy Framework for business decisions, offerings, channel usage, features

Creating Personas / Qual research

Segmentation Goals Behaviors Attitudes

Personas Understand how people will actually use the site Segmentation: Marketing vs. Personas Marketing Sell to people Age Income Gender Other demographics Goals Behaviors Attitudes

Making Personas Real

Francis: 33-year-old nurse living in Atlanta with her husband Michael Dream of owning a home; browse real estate listings; open houses for fun Michael got promoted, and Francis is excited; close to city, not a fixer-upper, 3+ bedrooms, ideally a pool No idea where to start: How much can they afford? Process? Realtor? Neighborhood? Excitement turns to anxiety Goes online to: 1) Learn about home-buying process 2) Find what they can afford 3) Learn about Atlanta neighborhoods 4) Find houses matching criteria

Scenarios Francis and Michael have agreed that she’ll take charge of learning more about the home-buying process. She goes online, does a Google search for “Atlanta real estate,” and follows a link to the site’s home page. She sees that she can search for houses from the home page, so just for fun, she does a quick Atlanta search to see what kinds of houses show up. There are lots of houses in many different neighborhoods, and she easily narrows her results down to the area where she and Michael live, using a map. There are still many results, and she’s not quite sure which search options to use to narrow the search further. Then she notices a link for first-time home buyers and follows, it hoping for basic how-to information. The link takes Francis to a step-by-step tutorial that explains the whole process, and she immediately feels like she’s found the right site from which to begin her house search. She carefully reads some articles for first-time home buyers, taking notes as she reads. She bookmarks other articles she wants to go back and read later. She also comes across the site’s calculator and starts trying different combinations of numbers to find out what she and Michael can afford. She particularly likes the glossary of terms so that she can finally figure out what “points” are and learn more about different types of mortgages. After an hour and a half of reading, her brain is full, and she shuts her computer down for the day, feeling like she got an excellent start. The next day, she comes back to the site to look up information specific to Atlanta neighborhoods and finds lots of information on each. She’s able to focus on five neighborhoods that look particularly good. The fun begins that night, when she takes Michael through all that she has learned, and they set up a regular schedule for looking at online house listings.

Photo

Using Personas

Persona Cards

Lifesize Cutouts

Persona Cubicle

Other Ideas for Keeping Personas Alive Posters Day-in-the-life photos, audio diaries, etc. Role-playing Quizzes Staple to documents addresses

Business Strategy

Features and Functionality

Features and Functionality: Brainstorming Francis’ Goals Learn about the home-buying process Find out what she can afford Discover what areas of Atlanta are desirable Find a house that matches her criteria Business Objectives Visit the site often Register for alerts and newsletters Subscribe to premium services Recommend the site to others Possible Features and Content Introductory how-to articles Glossary of jargon Videos and podcasts Success stories Q&A with experts Message board Blogs Rent vs. own calculator Local experts to call/meet Checklists to print Interactive quizzes Common mistakes Animated cartoons Book recommendations

Content: Word Cloud

Design

Design: Mood Board

Interviewen tips Bereid je voor Opname Doel van het interview Stel jezelf voor, hoe meer je blootgeeft van jezelf, hoe meer de ander ook prijsgeeft Durf af te wijken, te improviseren Maak notities LUISTEREN!

Oefening: duo’s Bedenk ieder voor zich 5 relevante vragen, waarmee je achter de persoonlijkheid van je klant kan komen. Bedenk vervolgens vijf vragen om te achterhalen welk probleem/dilemma jouw klant heeft en hoe jij dat kunt oplossen?

Jouw klant: It’s Alive! Kruip in de huid van je klant/doelgroep en wek hem tot leven Beschrijf je klant, geef hem of haar een gezicht, vertel iets over zijn of haar leven, eigenschappen, waar houdt hij/zij van, welke SM-kanalen, etc

Definiëren… Voorlopige SM-probleemstelling(en) Voorlopige doelstellingen(en)

Bereik

Waar zitten je klanten? Privé én zakelijk? Welke media? Websites? Wat lezen ze? Televisieprogramma’s? Waar zoeken ze? Wat zoeken ze? Wat is hun informatiebehoefte? Wat is interessant? Wat is voor hen waardevol? Wat zijn hun problemen? Woordgebruik?

Voorbeeld

Volgende week 9 dec!! Gastcollege ‘buiten de deur’ Datum: dinsdag 9 december 2014 Aanvang: 19:00 uur Locatie: Café Restaurant Merz, Korte Kalkhaven 3, Dordrecht (gratis P) arheid/

Gastcollege van

Maken voor week 5 (16 december) Definitieve SM-probleemstelling Definitieve doelstelling Collage van jouw klanttype(n) – 1 PPT sheet – Presenteren

Docs / PPT te vinden op:

Contact twitter.com/haroldjoels