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Social Media Business Strategy: Listen and Learn from Your Customers – Part 1

January 18, 2013 at 2:15 am PST

This is the first post in a continuing series related to social media training efforts underway at Cisco.  I sat down with our corporate Cisco Social Media Listening team members members (Charlie Treadwell, Bernadette Koscielniak, George Metrik, Nancy Rivas, Michael Hopps, Davythe Dicochea, and Jennifer Robertsto ask a few specific questions around social listening:  

Why is social listening important to a business?

Listening is an ongoing process that is a necessary and integral component of your social business strategy.  Being present on social channels provides an opportunity to learn from what your customers are saying and gain insights which help drive business results. Listening can also help uncover influencers, identify signs of an impending crisis, and more.  Altimeter business analyst, Charlene Li said in a post:

66% of online Americans are actively using social networking, but only 16% of companies use social media to engage with customers…You can’t have credibility saying you are customer-centric if you ignore your customers in social media channels.”

Executives are consistently investing in listening platforms and processes.  A recent December 2012 report from eMarketer indicates executives plan to increase spending in social listening by 14.8% of their social media marketing budget in 2013:

SM Marketing Programs Planned Increase Spend

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Join Cisco at Mobile World Congress 2013

Last week, CES kicked off an exciting 2013 for the industry and Cisco.  With just a select few of our innovations modeled in our video and SP/ mobile demos our customers, partners and press expressed great interest in our approach to helping carriers monetize these connected experiences.  During the show, we were elated by MGM Resorts International’s announcement of their use of Cisco’s location-based mobile analytics to both monetize and improve hotel guest experiences at the Bellagio and other hotels across Las Vegas.  We had a number of great discussions on how our SP Wi-Fi can be used as a Business Innovation Platform and how Data-in-Motion has become the new imperative for true subscriber insights.  And, we were thrilled that the Videoscape demos were so popular that they were overbooked throughout the week.

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Where Are You Focusing Your Sales Efforts in 2013? Check Out the Lucrative Mid Market

Are you looking to grow your business and boost profits?  With close to 500K businesses and an estimated addressable market of $21B globally, mid-size customers offer partners a lucrative selling opportunity.

I recently presented at the Alexander Group’s Chief Executive Forum, an event for Global 2000 leaders that explores sales-related topics and innovative solutions.  After the event, I sat down with Alexander Group Senior Vice President Gary Tubridy to discuss how Cisco is engaging with our partners to do more.  In particular, we discussed how we are enabling our partners to sell into the Mid-Market with Partner Led, the go-to-market model that empowers and rewards Cisco partners to lead sales with midsized and small customers.

Watch the full interview or read on to get the highlights.

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CLOUD COMPUTING IS READY FOR YOU. BUT ARE YOU READY?

Previously I talked about the growing demands and how the role of IT has to change from a cost center to a business strategic partner.  And we also looked at the journey you need to take to deliver IT as a Service. Cloud computing is part of this journey and it is happening – and I mean all types of Clouds – Private, Public and Hybrid. In other words, we are entering the World of Many Clouds. Forrester Research recently published a report that concluded, “Cloud computing is ready for the enterprise… but many enterprises aren’t ready for the cloud.”1   Yet cloud deployments are happening, driven by workload virtualization and changes in application architecture and usage.

Take a look at this short video with Paul Perez (VP/GM of Unified Computing System and CTO of Data Center Group) and me. Paul shares his insights on the trends of how Cloud is changing the way of the IT and the challenges you will be facing.

Guess what? Once again Cisco is here to help you on your journey to the World of Many Clouds. How you ask?

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Observations from the 2013 Consumer Electronics Show

I am just back from attending the 2013 Consumer Electronics show in Las Vegas where I was meeting with customers and visiting the massive show floor. CES is an intriguing blend of extremes and contrasts: biggest and the smallest; connected and unconnected; wired and wireless; high tech – low tech.  As personal and business technologies converge through the “consumerization of technology,” CES provides an exciting window into the current and future world of technology.

The following are my personal observations and extrapolations from the show based on my conversations with customers, colleagues and walking the floor.

  1.  New Next Generation TV Again – You could be mistaken for thinking that CES is really the TV show.  Televisions are everywhere and every company seems to produce one.  Manufacturers are still selling 3D television, but it has taken a back seat to the next big thing -- bigger and thinner new OLED sets and specular ultra-high definition screens.
  2. Connected Home – CE companies continue to try to connect all of our home devices.  But now appliances are getting in on the act.  There were lots of examples of connected refrigerators and washing machines.  Now you can even control how your clothes are washed from the comfort of your couch with your smartphone or even on your TV.
  3. Content Sharing and Mirroring – At last, Read More »

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