How do social media, eCommerce and customer care influence the digital consumer life cycle? What role do marketing, sales and service play in building lasting and effective relationships with consumers. Keep up with digital consumer technology as it evolves – like SaaS for enterprises, on our blog.

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December 2, 2011

Big Data : Making sense of Social Media Madness

 

Social media usage among consumers is growing at a humongous pace resulting in huge amount of data getting created every minute. The growth in usage of smartphones, location based apps and  more "Internet of Things", the data is multiplying at a faster pace. The following statistics provides a glimpse of the amount of  data we are talking here and no guesses that it is going to move in upward direction only. Few statistics on the social data growth,

·         More than 250 million tweets are generated in a day and it is increasing at a tremendous speed.

·         30 billion pieces of content shared on Facebook on a monthly basis.

·         40% project growth in global data generated per year.

·         Data will grow over 800% in the next 5 years and 80% of these data will be unstructured.

 

While handling such huge volumes of data pose a significant challenge, at the same time provide huge opportunities and competitive edge for the enterprises, which are ready with a strategy to handle them. Social Media data has tremendous wealth of information which analyzed properly can make significant impact to both the top line and bottom line. That is where BigData technology and Infrastructure is coming to the rescue.

Big Data processing can be defined in simple terms as fast and reliable analysis of complex and huge volumes of data in near real time with commodity hardward. Big data technologies helps in combining Social World data streams with Enterprise IT systems in a powerful way using which one can derive meaningful and actionable insights.  Big data technology is not new, it has been adopted by technology companies like Yahoo, Google, Facebook, Amazon and many more for quite some time now , it has come a long way in terms maturity and now it is ready for mainstream adoption.

 

SM-BigData1.jpg 

 Having a scalable BigData Processing Infrastructure to analyze Social Data will help enterprises in,

 

·         Responding faster to a social outburst before negative sentiments go viral the in social world.

·         Creating powerful Recommendation Engines for customers to enable cross-sell and up-sell.

·         Providing a complete Personalization experience for users through data collected from across the channels.

·         Taking key decisions on products and services based on consumer feedbacks.

·         Identifying key influencers who are  impacting the increase or decrease of sales of a particular product.

  

Mckinsey Quarterly has projected that there is 60% potential increase in retailers operating margins possible with big data analysis. Though it is too early to put definitive numbers on the impact of BigData, this is the next Big thing which enterprises need to be prepared to get an definitive edge among the competition.

 

 

November 3, 2011

Influencing Minority versus Influenced Majority?

Almost every brand manager would like to use social media as an additional channel to reach out to consumers. And I think every brand manager is also beginning to be painfully aware of the potential pitfalls.

Two recent instances:

  • Unilever is known to be a savvy user of digital media but they had a problem with Ragu recently. In sum, they had a video which had moms talking about how dads cook (or rather don't). This led to some strong reactions from dads, who genuinely cook and hated being stereotyped - added to the fact that this video was twitter spammed to them. Bottomline: a lot of bad social press
    Read about it here:
    http://socialmediatoday.com/ginidietrich/370992/brand-bullying-tale-ragu-and-social-media

Continue reading "Influencing Minority versus Influenced Majority?" »

September 27, 2011

Measuring Consumer Engagement - The New Data Challenge

 In my last blog, I had shared my thoughts on how mobility and social is influencing customer engagement and how businesses can use it in their favor. Although, recent times have been great and exciting but they have brought their own challenges; increased consumer engagement and exponentially multiplying social footprint is great but it is giving headaches to businesses which rely on data rather than hype to measure success.

In the good old days, not so long ago, you could publish a website put some JavaScript tags and sit back and relax, wait for your favorite analytics tool to spew out the numbers. You just had to slice and dice it and put it on a nice PowerPoint slide and present it to your bosses.

Continue reading "Measuring Consumer Engagement - The New Data Challenge " »

September 9, 2011

Infosys - Entering the Biggest Digital Marketing Event in London

We will be participating as a Platinum sponsor in ad:tech, London, a leading digital marketing conference. This year the conference is being held on 21st and 22nd of Sep, 2011 at National Hall, Olympia, London.

Continue reading "Infosys - Entering the Biggest Digital Marketing Event in London" »

August 1, 2011

The Key to Community Success

Despite all the media coverage, books, webinars and conferences on the topic, a large number of successful IT community deployments struggle to provide business value. Some communities succeed; others fail, seemingly without reason. Why?

Many seek the answer in a review of tactical details, a search that may obscure a much more important foundational difference: successful implementations accept community platforms are unlike other enterprise applications and execute accordingly. The tactics used in both programs may be similar, hence the confusion. What differs is the driving decision as to why, when, where and how they're deployed.

Continue reading "The Key to Community Success" »

July 26, 2011

Relevancy in Social Strategy

'Social' is the new buzz word for businesses. But what makes a business really social? What are basic ingredients that a company should have for a relevant social footprint?  In this day and age where every company, every business, seems to be adding a Twitter account and a Facebook fan page to their portfolio to join the social bandwagon, what is it that separates one company from the other?

Most companies when asked about their 'Social Strategy' are clueless beyond Facebook and Twitter and most just use them as 'Shout' channels and not really as engagement platforms. So what are the benefits that the social media provides which can be used to both support and leverage the brand and customer base to align with the overall company goals? How can you move beyond just Twitter and Facebook to have a relevant, well-meaning and structured social strategy? 

Continue reading "Relevancy in Social Strategy " »

July 5, 2011

M-Commerce: Customer Engagement Redefined

A recently published study claimed that people in US are spending more time inside mobile applications on average than they are on the web. As per the study, although there is a constant increase in the amount of time spent on the internet in general, the time spent on web through mobile apps has shown significant increase.

This trend is expected to continue upwards atleast for the time to come. What this also means is that it presents a big opportunity in the mobile-commerce area. More and more retailers are trying not just to connect to their customers but looking for ways beyond that - to engage with their customers and these mobile devices or smart phones provide an excellent platform just to do that.

Continue reading "M-Commerce: Customer Engagement Redefined" »

June 27, 2011

Look Beyond Facebook and Twitter for your Social Media Strategy

Recently, I had a chance to interact with several CXOs from our client organizations during their visits to Infosys, to talk about social media and the Infosys iEngage Digital consumer Platform.
 

One questions comes up very frequently during these discussions is, "We already have presence in Facebook and Twitter, what is the need for our own social media platform and solutions?"

Continue reading "Look Beyond Facebook and Twitter for your Social Media Strategy" »

June 8, 2011

Infosys iEngage - Committed to Social

Preparing ourselves for the launch of the new release of Infosys iEngage, we are again leveraging the reliable platform provided by Enterprise 2.0 Conference, Boston.

As part of our participation in 2011, Infosys iEngage is a Diamond Sponsor of Enterprise 2.0 Conference (others include Microsoft, IBM, Avaya & Cisco). We had some useful meeting in the conference in 2010 and we are looking forward to it again. This year the conference is being held at the Hynes Convention Center, Boston between 20 to 23 Jun and we will be showcasing the latest release of the iEngage platform which contains the new Social Commerce Platform, enhanced Employee Engagement Platform and the Mobility module.

Continue reading "Infosys iEngage - Committed to Social " »

Infosys iEngage - Entering the London Social event scene

Next week, we will be participating in the Social Media Influence Conference, London (14-Jun) as the title sponsors for the conference which draws industry-leading brands and companies from across UK and Europe. We had attended this event in 2010 and found this to be very insightful and intriguing. This year the event is being organized at the Cavendish Conference Centre, London, United Kingdom and this will the first participation for iEngage in any Social event in UK.

As part of the program, Selina Sykes, Senior Brand Manager (Lynx) at Unilever UK, will be presenting an overview of their social media approach and how Social Analytics is used to generate relevant actionable insights. Then Richard Downs (Business Director - iEngage Europe) will share a brief overview of Infosys iEngage's capabilities and talk about some of the new offerings on the platform.

http://www.infosys.com/newsroom/events/pages/social-media-influence-conference2011.aspx for more details.

If you are attending the event, please drop by Booth # 10. We would be happy to meet you!!!

May 4, 2011

Juxtaposing Traditional and Social Content

Kiran Karadi (Principal Strategist - Infosys iEngage) recently presented at the MarkLogic User Conference in SFO California where he spoke about how the publishing industry is preparing for the social media challenge. He also spoke about the importance of maintaining a crucial balance between traditional content and the user generated content. Since the reader has moved on and is endorsing the social content the publishing industry also needs charter their way forward and walk in tandem with the reader. Kiran also paid emphasis on the importance of building and nurturing the community and how this is the way forward for the publishers.

Check out Kiran's presentation at the conference http://www.marklogicevents.com/file/presentations/Juxtaposing_Traditional_and_Social_Content_Karadi.pdf

January 25, 2011

Social media in Financial Services: strategies for 2011

In my last post, I wrote that financial services firms are increasingly deploying social media initiatives despite the inevitable uncertainties and challenges. Continuing leadership in a Web 2.0 world will come from effective innovating and experimenting. So how can an established financial services enterprise seize the opportunity while minimizing risk?

Continue reading "Social media in Financial Services: strategies for 2011 " »

January 10, 2011

Best practices in rendering customer service through social networks

As discussed in my last post, for an organization, participation on social media today is not an activity but a long term strategy. The ability to connect with the customer directly creates endless possibilities for organizations of which Customer service is one.

As companies are racing towards adopting social media for customer service, they are doing varied things to deliver customer service using social mediums. I have listed below some of the best practices to follow that could be invaluable for your journey:

Continue reading "Best practices in rendering customer service through social networks" »

January 4, 2011

Social media in Financial Services: watch this space in 2011

With the rise of social media we have witnessed in the past few years, it seems fair to say that every since industry is affected in one way or another. Social media's early headlines were largely in the consumer domain, and industries such as media and technology experienced disruption early on. More recently we have seen enterprises successfully adopt social media for internal collaboration. Consumer engagement and employee engagement are no longer new, and the benefits and opportunities are now sharply in focus: a recent McKinsey Global Institute survey found that 9 of 10 companies using Web 2.0 tools reported at least one business benefit. Startups such as Zappos.com have taken social media interaction with its customers to a new level, and built a billion-dollar revenue business along the way.

Continue reading "Social media in Financial Services: watch this space in 2011" »

December 29, 2010

Governance holds the key to Social Media Success

Governance is important part of any initiative, but it is highly critical when it comes to Social media engagements. Social media is like a double edged sword, which without a proper governance model can cause more damage to the brand or the organization than any good. The governance model should cover the entire lifecycle in terms of Initiate, Define, Execute and Monitor of social media programs across the organization.

Continue reading "Governance holds the key to Social Media Success" »

September 17, 2010

Time to "earn equity" through social media marketing

You have heard it before, 50% of marketing spend is wasted - if marketers would only know which 50%.

Everyone knows the impact traditional media is diminishing - audiences become more fragmented, attention spans are increasingly divided, running a successful campaign becomes more complex.

What about online?  The dawn of online marketing brought along the promise that things will change, since everything becomes measurable, hence eliminating activities with low ROI should become easier.

Has that really happened?

Continue reading "Time to "earn equity" through social media marketing" »

August 26, 2010

Where are you on your Social Media Journey?

In continuation with my previous post on the importance of having a strategic approach for your Social Media initiatives, it is also critical for enterprises to analyze their current maturity level in the Social Media adoption process. This will help in understanding the gaps and define a roadmap to reach the highest maturity level.

Social Media is here to stay, and is bringing transformational opportunity for enterprises across various domains be it customer focused, employee centric or  partner related. Given that it is important for enterprises to look this with a long term strategic approach and define a roadmap, rather than take it up as a one off initiative.

Continue reading "Where are you on your Social Media Journey?" »

August 17, 2010

Did you miss the Social Media boat?

Whether to embark on social media initiatives or not is no more a relevant question for the enterprises, given that benefits of adopting social media technologies outweigh the risks of not doing so.

It is evident that every company in this planet is already doing something related to social media. It varies from doing simple things like creating a Facebook page, Tweeting about products and services, to more complex initiatives like establishing a support community, running a campaign,  etc.,  But if you do a deeper analysis on how many companies are having a clear strategy around social media initiatives across the enterprise, the result may be not so encouraging.

Continue reading "Did you miss the Social Media boat?" »

July 27, 2010

Managing Innovation in an 'Enterprise 2.0' world

Before the Enterprise 2.0 event in June, I posted about the process of strategy and the importance of governance in innovation. It feels like we're living in a time of radical change and breathtaking pace: in July, Facebook announced that they passed 500 million users, and in a few short months I'm sure they will be talking about 600 million and beyond.

Personally I'm fascinated by Foursquare and location-based mobile networking: they just signed up their two millionth member and I bet that double will in months, and double again by the end of the year.

Continue reading "Managing Innovation in an 'Enterprise 2.0' world" »

June 14, 2010

Enterprise 2.0: A new approach to strategy

Since I'm more of a micro-blogger than a blogger, I'm used to stopping within 140 characters. It feels like a luxury not to have that limit, but I will still aim to keep things simple, short, and hopefully to the point.

Enterprise 2.0 is happening in Boston this week, and I'm intrigued by how businesses are engaging with consumers and enabling employees to collaborate in new ways. We are clearly living through something fundamental, something radical. The question is: how significant, and how can one tell?

Continue reading "Enterprise 2.0: A new approach to strategy" »

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