Posts Tagged ‘YouTube’

Focus on social insights, not numbers

Friday, September 7th, 2012

Thanks to the social media, businesses are now relying on the social channels besides the mainstream media. Apart from having a web presence, companies are now having their presence on social and professional networks. Because of this, there are more networks, more people and more content getting shared. As highlighted in my earlier posts, social business is not an option for organisations now. Businesses have now acquired thousands of followers, friends and fans on the social networks. But these numbers fail to indicate the true success of a social business. What then are the true indicators for the progress in a social business journey? Our Social Business Maturity Model helps! With the Key Progress Indicators (KPIs), you can easily assess the progress and measure your success. In this post, let us look at these KPIs and how they offer insights into the social business performance.

Measures and metrics in mainstream media

I would prefer to call traditional, digital and online media together as mainstream media. These incude print channels such as magazines,newspapers, electronic media including television and radio, web channels like web sites and web applications. As the saying goes, “measure it to manage it”, people have been measuring the progress of the effectiveness using these mainstream media. Measures and metrics like sales per region and ROI have become standard across industries. However, going by the current trends, their usage is limited and cannot be relied upon to judge the impact across all channels of the business. The following are some of the popular numbers, which are still helpful to get some understanding about the performance on the specific channels.

  • Sales per region – all
  • Number of impressions – newspapers and magazines
  • Number of footfalls – Physical stores and shops
  • TRPs – Television
  • Conversion rates – Web sites
  • Page views – Web sites

Social media brings new measures for businesses

Besides the above, social businesses now have newer measures added to manage, track and measure the social efforts. Since social networks are mainly focused on people and content aspects, businesses are engaged in connecting and following people and viewing, sharing and creating content. Alongside these activities, advertisements in Facebook, YouTube etc., help businesses generate leads and enable online transactions, smoothly. In line with the activities and social engagements, the newer social measures and metrics emerged that would help track these activities. These ranged from the simple measures like number of followers to more complex metrics like influence score and engagement score. However, these numbers alone are not helpful to see the activities on social networks and the results therefrom, in silos. They are not of much use in getting the big picture for social business. Our Social Business Maturity Model and the associated KPIs surely give a better visibility on the activities and results.

Social measures, metrics and analytics

According to the Social Business Maturity Model, there are 3 key areas that offer insight into how the social efforts are performing. These are the people, content and business. Within each of these 3 areas, there are measures, analytics and social business insights. The measures add up to the metrics and they in turn contribute to generate the usable insights.

  • Social measures
  • Metrics and analytics
  • Social business insights

Social Metrics - FocusAreas -SBMM - Texavi

Social measures are pure numbers that are straightforward and do not depend on other measures. These are expressed typically in numbers, averages and time taken to perform an action. Examples for social measures are number of followers, views, likes, shares, votes etc. Metrics and analytics, on the other hand are derived from the social measures.  For instance, influence score, engagement score and network reach are some of the popular analytics that we track and analyse for understanding the user behaviours, content quality and campaign’s performance. Social business insight is the overarching measure that would help understand the effectiveness of a campaign or series of activities on the social networks. Total value per action, for example is one such social business insight that is derived from the metrics and analytics.

Social Business KPIs

In the Social Business Maturity Model, the Social Business KPIs offer the true insights about the performance, progress and success of the social business efforts. While most of them are quantitative, a few of them are based on the qualitative aspects. These are derived from the social metrics and analytics. And metrics in turn, are computed based the social measures. A case in point is the analytic ‘network reach’ is dependent on the social measures – no. of followers in the networks, no. of new followers added in the last week, no. of FoF (friends of friends) etc. This analytic network reach however is not complete in itself and cannot be a great business value. So, we have a KPI called Total Value per Action (TVA) which is derived from other related analytics like the influence score, engagement score, number of leads generated from the advertisement, number of transactions triggered etc.

The following diagram shows how an insight, total value per action, is derived from the associated metrics and social measures.

TVA - Social business insight -SBMM -Texavi

 

Hope you find this post on the social business insights helpful. Please feel free to drop your comments and feedback. Until next post, ciao!

 

5 ways to embrace the social web to your advantage

Wednesday, February 1st, 2012

Remember the times when you read the online reviews and researched products on the Internet, only to buy them in showrooms and stores later. Now, people are increasingly going into the stores for looking at the products, but buying online for better prices. Showrooming, as the Wall Street Journal calls this behaviour, is on the rise and retailers have to brace themselves for the new revolution. This is just one facet with the Social Web, which not only is aiding online and mobile commerce but also helping evolve newer business models. Not just business, but it is aiding the emergence of related media buzz and technologies such as Big Data. However, Social web is not just about business and technologies, nor it is about content and media, but it is built around people. It addresses more fundamental aspects such as the convergence of people’s online and offline interactions and their social behaviours. At Texavi, we created the Unified Experience Framework, leveraging the social mega trends. In this post, I give a few tips on how you can embrace the social web to your advantage.

Texavi's Unified Experience Framework - Prominent behaviours

1) Meaningful conversations, not just loads of content

With the advent of social media such as Facebook, Twitter and YouTube, content is being created, curated and consumed in humungous volumes. Sample this, every day just the ReTweet button in Twitter alone generates no less than 1 TeraByte of data. While it is true that now virtually everybody can become a publisher of content with ease, it is also true that there has been a deluge of content that is invading our professional and personal lives.  A study conducted by University of Massachusetts concluded that there has been a decline in the number of blogs maintained by large corporates. This goes on to prove that just having a blog up for the sake of it, will not help, unless it is not helping the objectives of the businesses, in this case. Large brands need to track the conversations that are happening about them and also understand how meaningful these conversations to their own business and to their customers.

2) Sustainable commerce, not just sporadic transactions

People are getting comfortable  buying, selling and trading online more than they were a few years ago. Businesses are realising that web commerce does not mean merely having 128-bit encryption and ‘https’ web sites to help people use credit cards for payment. The social web is making companies and people cross the chasm of the security, associated with the online commerce. The commerce here actually connotes the true sense of complete experience of offline and inline interactions. This healthy blend of offline and online experiences start from advertising to create noise, arousing interests, spreading the word of mouth, through reliable sources, prospecting, from trying and leading into buying.

3) Unified experience, not just web sites

Have you got a web site? Great, but don’t be ecstatic, just yet! You have passed the examination, but just scored enough to pass. To be able to compete in this ever-changing world, you need to be agile and nimble with your products and services. Web sites are, of course, more dynamic than print, but then they are not agile. To be truly agile and go to where the people are going, you need to get social.  ”If you build it they will come” may not hold good now, one thing that will certainly work in today’s world is “Go to where the people are!”. That is what businesses and people are doing, going to the social platforms where the people are already hanging around, conversing, sharing and commenting. However, don’t get overwhelmed by this social revolution, and ignore the basics. Fundamental to your business is the core mission to deliver value and delightful experiences to your customers, users and partners.

Texavi's Unified Experience Framework

4) Caring and championing, not just sharing

Social media are not all about sharing, commenting and liking the content created or uploaded by your friends. It is also about sharing the feelings, emotions, pains and pleasures of others. Human beings are social creatures and nobody can deny the power of social media to reach out the needy and those who need the help. Whether its the movements to oppose the suppression and dictatorship, or the protests to demonstrate the unity against growing consumerism, social media have been playing a significant role. From campaigns supporting the environmental issues to the campaign to help donate the bone-marrow to a promising young entrepreneur suffering from Leukemia, social media are being used to the right cause.

Texavi's Unified Experience Meter

5) Actionable insights, not just plain numbers

I am a statistician by qualification and millions like me, around the world are happy to see the surge of statistics and analytics, thanks to the social media. From Google Analytics to marketing budgets and companies’ performances, numerical data are finding prominence. There are a plethora of services that came up in recent times to compute your engagement, influence, reach etc. Don’t be enamoured by the ranks and scores and target the influencers or mimic the content with high engagement scores. For instance, Paul Adams, in his book Grouped, quotes a research about how common people do not get influenced by celebrities or those with high scores of influence and reach. As per the study, people generally get influenced by people like them and tend to follow their behaviour. So, know fully well that the data and analytics that you gather are only as good as their use. Unless they are put to the right usage, context and value-add to your business and customers, they remain just numbers.

Hope you find this post usable, as always, welcome your feedback. I shall touch upon more practical challenges in delivering the unified experience and how you can overcome them. Until then, have fun!

 

Mad about YOU

Thursday, January 13th, 2011

‘You are the Controller‘ says Kinect, the new gaming experience from Microsoft. Kinect beats its nearest rivals Sony Playstation and Nintendo Wii on the concept of playing games with a handheld motion controller. While PS3 requires you to play games with its ‘Move’ and Wii with Wiimote (or Wii Remote), Kinect doesn’t require any external motion controllers.

You are the controller

Why am I so excited about Kinect that I have started this blog post with it? I am not so much of a gaming freak to compare and contrast the quality of the games, nor am I interested in analyzing the top three ‘players’  from a business view in this market segment. I am really excited by Kinect’s promise of giving the control to YOU, the user. Well, in this post, I wish to review a few of the successful products out there in the market, analyzing why and how they thrived in the world of me-too products and those offering not so pleasant usage experiences.

YOU are the focus

Not just Microsoft or Kinect, but nowadays there are quite a few companies and products which are trying to lure you. They come in different shapes, sizes, colors, industries and domains. In this post, I will touch upon a few of them that have made a mark and succeeded in keeping their products, services and brands You-focused.

They make YOU (the users) omnipotent, omniscient and omnipresent
Vodafone repositioned itself by giving “Power to YOU“. With the advent of innovation in the Telecom industry, jumping from 2G to 3G to 3.5G has been a breeze. Faster downloads, better connectivity and more things to do such as streaming videos etc., offered by the advanced technologies such as 3G provide a fillip to the users’ experience. Now, you can work faster, easier and better accessing your mails on the go, watching Cricket and Football matches when and where you want, watching the previews of latest movie releases.

Power to you

They make you super-hero
Sample this, Yahoo which struggled to get it right for the most part of the initial releases of its products, for once changed its positioning and perhaps along with it, a few of its products design too. Along comes an enhanced and delightful Yahoo mail and Yahoo’s portal. There was a sea change in the way users now interact with Yahoo’s products and no guessing why all this happened. Yes, Yahoo realized and believe strongly that “YOU are the new master of the digital universe.”

Its YOU!

They make you happy
Canon, with its continual innovation in the imaging products has been “Delighting YOU always“. If you look at the innovation that happened in the cameras and phtotography areas over the last few decades, you will agree with Canon. There were the days when you had to go to a certain photographer to get yourselves shot and wait for days to see the output. When on the first glimpse of your photo you felt really happy and pleased. You were delighted then. And what are you doing now? Clicking away hundreds and thousands of photographs, all by yourself with that tiny camera fitting in the pocket of your jacket.

Delighting you always

Who is YOU

You are the typical office goer, a home maker, a young student aspiring to be a champion, a tech-savvy banker,a professor, an engineer working an oil rig… in short, you are a user, consumer, customer, stakeholder. As a user/consumer, you use the product and enjoy the experience offered before, during and after the usage. As a customer, you buy the product and so are an easy target for the manufacturers and marketers, who have been striving to grab your attention. As a stakeholder in the product, you are either directly or indirectly influencing the customers or the consumers in using the product. So, its only logical for these product vendors to go after YOU.

Take the (Yo)U- Turn

As an organization which offers products and services, you need to note that this is the age of consumers and they dictate the ways companies operate, whether they are large, medium, small. From companies selling computers to schools teaching primary students, there had been a rise in the awareness of Global awareness and local impact. They realized that their true fortunes lie not just in knowing about their users, and understanding them, but in treating, pleading and pleasing them. Its not the features, nor the technology that would help them get to their objectives of surviving the dog-eat-dog markets and making profits. It is the experience and delight brought out by the organization, brand, product or service,  that makes the maximum impact on your customers, users and stakeholders.

What should the organizations do

To be successful in your industry segment, follow the leaders in your own or other industries. Google, Apple and Facebook did hinged their entire product strategy on the User-experience factor. YouTube , for instance, changed the way people create, consume and share the video content online. With the ability to upload videos of any (pre-defined) format and length and sharing the content, YouTube gave a new definition to user-generated content. It gave the users an easy and quick way of viewing,uploading, downloading, sharing, embedding videos anywhere. YOU got the power to “Broadcast Yourself“!

Broadcast yourself

As a product manufacturer and marketer or a service provider, you also need to re-orient the ways in which your products or services have been designed, developed and delivered. Think about the major focus areas which have been in your product strategy and re-define them to suit the need of the hour. Onida, a  reputed Indian manufacturer and marketer of  white-goods realized this earlier than others in their segment. Over the years, white goods (a.k.a. consumer durables) have become commodities and it had become extremely tough to maintain the market shares one enjoyed a few decades back. Onida re-positioned itself knowing fully well that consumers are the king and they should be the central focus of their product design. This had been evident in the recent launches of their products such as Microwave and Refrigerator which are easier-to-use and offer greater experience to the users. These products had been well received by the users because they were “Designed with YOU in mind“!

Designed with you in mind

YOUsability rocks!

To conclude, I suggest this is the time to know that YOU are the most powerful entity in the universe. Relish the lavish praises, attention and luxuries being offered to you to the extent that you can choose the type of bank account that suits your choice and requirements. You can decide the talk plan to fit your wallet, the holiday to suit your family, budget and lifestyle  and even you can decide how you wish the end the climax of a movie! You are the guest, for which most of the companies are going beyond their briefing to offer their service. So, sit back, relax and enjoy the privileges. No wonder, Time Magazine fittingly named the Person of the year, 2006 as ‘YOU’. Rock on!

Person of the year 2006 is you

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Wholesome entertainment experience

Tuesday, May 4th, 2010

Another dose of ‘wholesome entertainment experience’ with loads of fun, fanfare, dance, music, celebrities and of course, Cricket comes to an end. The  season 3 of the Indian Premier League (IPL) had its share of sporting action, larger-than-life celebrity supporters, franchises, owners, and add to these, the controversies to top them all. Along with all these, it also gave a lot of sleepless nights to the people who matter. I too had my share of late night sleeps, of course, for a different reason. I used to wake up till 11.45 pm all these days to watch the matches.

I will leave the analysis of the cricketing sport and spirit to the cricket pundits and sportsmen and the controversies et al to the media.  That spares me enough material to focus on the ‘experience’ aspect of the IPL. In a nutshell, I think IPL experience = function of (business, fun, films, dance and music, politics, cricket), though need not be in that specific order.

It is not about cricket

I am sure this thought would have crossed your mind when you were watching the  matches, reading news or watching the Television. Yes, it is true that IPL is about Cricket, it involves Cricket players who play Cricket on the cricket grounds and organised by Cricket authorities.  The association of the tournament with Cricket ends there. Whoever named the tournament, IPL had made sure this argument is true. There is no mention of Cricket anywhere in the word IPL or the expansion of the term. It has caught on the lives of Indians and perhaps a lot of other cricket enthusiasts in the World. The fact that IPL 3 matches were broadcast ‘live’  on YouTube (well, not exactly ‘live’, there was a lag of about 10 minutes), mobile phones and in Cinema Theatres in India, proves that there had been a huge following and it virtually became a life-line for some people. So, let us look at what makes up IPL, if it is not just about cricket.

Success factors

Though there could be many things that could have contributed to the huge success of IPL 3, I attribute the following as some of the major factors to make it a hit:

  • Emotional card – IPL is back in India after almost 2  years (season 2 was played out of home, in South Africa in 2009)
  • Complete and active participation of all Indian cricketers – including retired players (there is no ‘for’ or ‘against’ camps – all players took part in this tourney)
  • Strong industry support for the event – business houses and marketing agencies, large and small took part (include the franchises)
  • Optimal coverage and updates by electronic and print media – Television channels, Web sites and Newspapers &  magazines
  • Good weather for playing cricket – No match was cancelled due  to rain or poor visibility
  • Perfect timing of the match plays – 4 pm and 8 pm (after office/school hours, when it gets maximum viewership)

Marketers’ gold rush

I assume that the event would have been watched by 40% of the people in India, that still makes a good 40 million minds to occupy the space in, for the businesses. With so many eyeballs glued to the television and newspapers and ears keyed in on AM and FM Radios, I am sure no business would want to miss this bus. Rightly so, the huge opportunity was lapped up by companies big and small, old and new alike… companies selling mobile phones or motor cycles, liquor or lemon drinks, FMCG or white goods, all cashed in on the IPL wave to reach out to their target markets.

Forget the sponsors and partners, even businesses which had no direct relationship started riding on the IPL wave.  I remember seeing the buzz created by a white goods selling store, offering a hefty discount on the goods purchased that day, if Mumbai Indians team won the match played on the following day.

What’s in it for us – the experience!

Americans love Basketball and American Football and they have NBA and NPL. Europeans love Soccer and Formula One and they have Euro Cup and F1 races. Indians love Cricket and IPL was born to satiate their passion!  In the absence of any major regular sporting tournament in India, IPL turned out to be the ambrosia in the cricket-crazy nation. Besides this, the IPL offered a plethora of experiential factors that made it a hugely successful phenomenon in the sub-continent. All of the factors mentioned below are inter-connected and have a bearing on one another.

Bonding  with family and friends. I have seen parents, couples and children all in front of the Tellies and cheering for their teams. This is not just restricted to personal lives, but IPL touched work lives too. I had seen Organisations holding contests and sending the winning teams to watch the games. Also, project teams and people working in the same department get together to plan and watch the match. All these help develop bonding amongst the people.

Diversity in Unity. Though there is a bit of cultural misfit with the non-local cheer-leaders, I think some of the matches had a good dose of display of  Indian traditions and culture. You could watch some spectators wearing local traditional attire playing the local musical instruments or performing regional flavours of dance.

Belongingness. There had been a sense of belongingness which the people had towards the teams and this was sufficiently leveraged by the marketers.  The merchandise  of the teams such as jerseys, sporting gear, accessories et al were sold like hot cakes. Need a proof for this? I too bought a Mumbai Indians jersey on the day of the final match between Mumbai and Chennai. Of course, I don’t want to share with you how I felt at the end of the match, when Mumbai Indians lost to Chennai Super Kings.

Love for Regional / local flavours. Thanks to the formation of teams, based on the different regions or states, there has been a sense of rekindling of love for one’s region or state. Often, this  added to the lighter side of India’s diversity. For instance, I was born in Vijayawada, studied in Hyderabad and Puttaparthi, worked in Bangalore and Chennai and settled in Mumbai. These are all from four different states, where different languages are spoken and differ on the traditions and cuisines as well. This only made me confused if I should support my settled home Mumbai or my original home, Hyderabad in a match, where they played each other. My case is rather simple, I had a friend who has links to 8 different states and he thoroughly enjoyed each match in the IPL tournament.

Not so good things

Timing of the tournament was not just right for students. Many of the secondary and junior college students have their annual final and board examinations around March and April, every year. By keeping the IPL during this time, students could not but face the pressure but more so parents of these students too faced the problems.

Marketing was a bit overdone in a few cases. Every six hit by batsman in the match is a ‘DLF Maximum’ six, every catch a ‘Karbonn kamaal catch’, as announced by the commentators.  They had done it to the extent that sometimes, it started annoying the viewers. For instance, the continual beaming and talking of the MRF blimp on air, is a real irritant, no matter how much important MRF is to the IPL organisers.

Anything in excess is dangerous and so with cricket too. The teams had too many matches to play against one another and the 45-day long tournament could have left the players tired and perhaps bored with too much cricket!

EuroSTAR conference-acid test for your software

Thursday, April 1st, 2010

EuroSTAR is a prestigious software testing conference organised every year. This year, it will be held at Copenhagen, Denmark in December, 2010 and I am participating on behalf of Rave Technologies. I will present a real life case study to highlight the importance of comprehensive testing for a software product. The theme of my talk is going to be comprehensive software testing that also involves ‘users’ at regular phases in the software product development cycle. Besides the usual testing such as functional, performance and load testing, I think the real acid test for a software product is the user testing. This completes and consolidates all the other tests, and ensures that the product delivers a complete experience and brings in delight to its users.

When the rubber meets the road

I wish to equate software products and web applications in the ICT industry  to cars in the Automobile industry. Recently, there have been a spate of car recalls happening all over the World today. This includes the so-called quality-conscious companies such as Toyota and Honda. I am not an expert on the Auto-industry and so cannot comment on the real reasons behind these increasing recalls. However, as an end user, I presume that perhaps these could be due to the lack of appropriate,sufficient and comprehensive testing.  Also, the frequency and intensity with which the tests are carried out makes a significant impact on the quality of the final product. Besides all types of testing that we usually do on a software product or application, we should also perform  ’user testing’ at regular periods in the project timeline. This will help us get closer to the user’s and usage scenarios, their problems and address them before the products actually get in the hands of users.

All you need to do is…

You can find the list of all the 14 videos which are submitted for this conference at the URL given below. Please go through this page, watch video 8 – Pardha Saradhi and vote for it. It is very simple and quick. Hurry up, the voting ends on April 16th. Every vote counts!

http://www.eurostarconferences.com/content/videostar-competition.aspx

Happy Easter and a long weekend. Ciao!