Consumer technology and community management
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Consumer Technology and Community Management. How innovations built around the consumer are changing business practices in community management. Introductions. Mike Hardy President & CEO at TOPS Software Joined TOPS in 2009 Focus on improving technology & processes

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Consumer technology and community management

Consumer Technology and Community Management

How innovations built around the consumer are changing business practices in community management


Introductions

Introductions

  • Mike Hardy

    • President & CEO at TOPS Software

      • Joined TOPS in 2009

      • Focus on improving technology & processes

    • Been in technology since 1997

      • Part of Vocus(VOCS), top performing IPO of 2005

        • Inc Fast 50 company for years

    • Graduate of Radford Unviersity


Trip in the way back machine

Trip in the way back machine!


The way things were

The way things were

  • Welcome to the 70s!

    • How many of you were in community management in the 70s?

    • Every thing was manual

    • Ledger cards for tracking receivables

    • Phones were public

    • Inspections – a yellow legal pad

    • Staff time was staggering and an impediment to growth

    • Transformational tech?

      • The Desktop calculator


The way things were1

The way things were

  • Welcome to the 80s!

    • How many of you were in community management in the 80s?

    • Phones were public

    • Inspections on a yellow legal pad

    • Communications? Phone and letters

    • Transformational tech?

      • The PC


The way things were2

The way things were

  • Welcome to the 90s!

    • Who was in community management in the 90s?

    • People used pagers!?

    • Inspections done on yellow legal pads

    • Communications ? Phone, letters, maybe some email

    • Transformational tech?

      • The mobile phone


The way things were3

The way things were

  • Welcome to the new millennia!

    • Email becomes ubiquitous

    • PDAs arrived (and disappeared)

    • Mobile phones become cheaper

    • Inspections, still done on yellow legal pads

    • Social media and texting begin to appear

    • Communications? Phone, letters, email, websites

    • Transformation tech?

      • Community websites


The way things are

The way things are

  • Welcome to 2013(4)!

    • Smartphones replace cell phones

    • Tablets making inroads on laptops

    • Social media is everywhere

    • People are always online – the Cloud

    • Inspections - mostly done on yellow legal pads

    • Communications? More than you can even list!

  • So how are smart managers embracing these innovations?


Transformational tech

Transformational tech

  • Through the years, savvy community managers leveraged new technologies to improve efficiency.

    • They recognized these were transformational technologies

  • USA Today – 1/12/12 – “Small Business Strategies: Seven trends you can't ignore”

    • Journalist asked are you running your business like it’s 1982 –if you’re not investigating the following you might be

      • The Cloud

      • Social media

      • Mobile

      • Hiring

      • Credit

      • Analytics

      • Global


The cloud

The Cloud


What is cloud computing

What is Cloud Computing?

  • The use of computing resources (hardware and software) used over a network (the Internet).

  • We use Cloud Computing all the time!

    • Banking

    • Phone/Tablet apps

    • Online shopping

    • Internet backup

    • Photo sharing

  • Why use it for community management?


  • Cloud computing value

    Cloud Computing Value


    Cloud computing takeaways

    Cloud Computing Takeaways

    • Expand business to satellite locations

    • Allow for telecommuting of staff

    • Access key systems 24/7

    • Eliminate internal IT hassles

    • Focus on core business

    • Find potential revenue savings

    • Enable managers in the field


    Social media

    Social media


    Social media1

    Social Media

    • There’s a lot (LOT) out there

      • Invest in a Social Media Management tool (like Hoot Suite)

    • This is the new “Word of Mouth”

      • Your board members and homeowners are already there!

    • Social Media is a Conversation

      • Ask questions and solicit feedback

      • Always respond to all comments and mentions, even negative ones.

      • Speak WITH your readers, not TO them!


    Social media2

    Social Media

    • Facebook

      • 167m users in US

      • Average age = 30.11 y.o.

    • How to use?

      • Create company page (free)

      • Link company to website

      • Personalize company through images and community building status updates

      • Attract followers (Likes)

      • Network with business partners

    • Goal is to build positive impression and drive further interest in services


    Social media3

    Social Media

    • Linkedin

      • 74m users in US

      • 4 out of 5 users drive business decisions(!)

    • How to use?

      • Create a professional profile

      • Connect to business associates - NETWORKING

      • Join groups based on industry topics

      • Company pages to showcase products/services

      • Collect referrals and recommendations

      • Link to company website

    • Goal is to network professionally and drive further interest in your services


    Reviews matter

    What are people saying about your company online?

    Reviews Matter


    Yelp angie s list and google

    Yelp, Angie’s List and Google

    • Yelp!

      • 86 m visits monthly

      • 36m reviews online

      • Can claim your account

      • Can refute reviews

    • Angie’s List

      • Can claim your profile

      • Reviews tied to user logins = transparency

      • Can refute reviews

    • Google Local

      • Reviews tied to Google Maps


    Managing review sites

    Managing Review Sites

    • Take ownership

      • Claim your profile and make sure it’s accurate

    • Respond to positive and negative reviews

    • Direct clients and partners to share positive feedback online

    • Pay attention

      • Reviews may have some truth – do not be afraid to take some internal corrective action


    Mobile

    Mobile


    Mobility

    Mobility

    So why are Community Managers still using these?

    • Use of mobile phones and tablets may be the defining technology of this decade

    • Self contained small computers

      • Ghz processors

      • GBs of storage

      • Take HD pictures and video

      • Have GPS capabilities

      • Voice to text recognition

      • Dedicated internet access

      • 1,000s of applications

      • Access cloud data


    The future is mobile data access

    The Future is Mobile Data Access

    TIME SAVINGS!!

    30 mins – 2 hours per inspection


    The future is mobile data access1

    The Future is Mobile Data Access

    • Contact your back office software provider – what do they offer?

      • They are your single best resource – remember to stay connected

    • Look at the device landscape and carriers

      • What is right for you and your team – coverage

    • Devise a strategy

      • Know how you plan to use tablets & smart phones

      • Realistic expectations – this is still very new!


    Conclusion

    Conclusion

    • There are three transformational technologies for this decade

      • The Cloud

      • Mobility

      • Social Media

    • Smart managers should look embrace these where you can:

      • Add value for your clients

      • Improve processes

      • Reduce labor

      • Grow your business


    Questions

    Questions?


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