25. S urf is over, Life took over Communication Information Entertainment Surfing Transactions Creation 38% 22% 17% 8% 7% 5% Caroline Vogt – Microsoft Research
53. Offense: Dove Value Costs Source: Forrester Product Experience Shared Experience Social Marketing Product, Place, Price, R&D, Production Promotion, Branding, Loyalty
54. Offense: Dove Social Marketing Value Costs Product, Place, Price, R&D, Production Promotion, Branding, Loyalty Loss Profit Source: Forrester Product Experience Shared Experience
55. Offense: Dove Social Marketing Value Costs Loss Profit Product, Place, Price, R&D, Production Promotion, Branding, Loyalty Source: Forrester Product Experience Shared Experience
56. Offense: Dove Social Marketing Value Costs Loss Profit Product, Place, Price, R&D, Production Promotion, Branding, Loyalty Peers Source: Forrester Product Experience Shared Experience
57. Offense: Dove Social Marketing Value Costs Loss Profit Product, Place, Price, R&D, Production Promotion, Branding, Loyalty Peers WOM Source: Forrester Product Experience Shared Experience
58. Offense: Dove Social Marketing Value Costs Loss Profit Product, Place, Price, R&D, Production Promotion, Branding, Loyalty Peers WOM Co-creation Source: Forrester Product Experience Shared Experience
59.
60.
61. Financial services firms 47% 25% 28% Social Marketing Value Costs Loss Profit Product, Place, Price, R&D, Production Promotion, Branding, Loyalty Source: Forrester Product Experience Shared Experience
62. Defense 47% 25% Social Marketing Value Costs Loss Profit Product, Place, Price, R&D, Production Promotion, Branding, Loyalty Flog Source: Forrester Product Experience Shared Experience
63. Defense 47% Service error Social Marketing Value Costs Loss Profit Product, Place, Price, R&D, Production Promotion, Branding, Loyalty Source: Forrester Flog Product Experience Shared Experience
64. Defense Consumer review Social Marketing Value Costs Loss Profit Product, Place, Price, R&D, Production Promotion, Branding, Loyalty Service error Flog Source: Forrester Product Experience Shared Experience
65. Defense Offense Source: Forrester P O S T People Objectives Strategy Technology Isolated Low cost Product Monitor, Respond Networking High value Story Network, Enabling