Description
Book SynopsisCompete in the digital world with pragmatic strategies for success Digital Sense provides a complete playbook for organizations seeking a more engaged customer experience strategy. By reorganizing sales and marketing to compete in today''s digital-first, omni-channel environment, you gain newfound talent and knowledge from the resources already at hand. This book provides two pragmatic frameworks for implementing and customizing a new marketing operating system at any size organization, with step-by-step roadmaps for optimizing your customer experience to gain a competitive advantage. The Experience Marketing Framework and the Social Business Strategy Framework break down proven methods for exceeding the expectations customers form throughout the entirety of the buying journey. Customizable for any industry, sector, or scale, these frameworks can help your organization leap to the front of the line.
The evolution of marketing and sales demands a revolution in busine
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"This book is a requirement for leaders who, like me, believe that building companies that put their people and their customers in the center of every decision and strategy is the only way to go." ~ @petershankman Peter Shankman, author of Nice Companies Finish First and founder of Help a Reporter Out (HARO) and the Shankminds Entrepreneurial Community
“This book equips managers and professional communicators with new tools to increase customer satisfaction and, even, employee happiness. This book keeps you from being a digital @#%hole and making mistakes that can cause deep pain for those who watch over a company’s reputation.” ~ @scobleizer Robert Scoble, technical evangelist, futurist, author at Scobleizer
“Organizations that fail to treat the customer as the #1 asset in a digital world will face extinction and this book and practical solutions will help leaders implement and build a customer-centric marketing plan that is both innovative and reliable.” ~ @jeannebliss Jeanne Bliss, author of Chief Customer Officer 2.0 and cofounder Customer Experience Professionals Association
“The next 20 years will see more change than the previous 300 and this book will help organizations build an agile strategy that gives them a sustainable model for navigating these shifts with a human-centric culture and customer experience.” ~ @gleonhard Gerd Leonhard, futurist and author of Technology vs. Humanity
“Digital Sense is common sense for the digital world — but for most organizations, it's not common yet. Travis and Chris do a terrific job of explaining how to successfully adapt your business to this new environment with a thoroughly engaging narrative. Two thumbs up!” ~ @chiefmartec Scott Brinker, CTO, author, and chair of the MarTech Conference
“These days, your competitive advantage will come from your ability to focus your entire company on creating the ultimate customer experience. Travis and Chris will show you how. Written with energy, humor, and an in-your-face style that will keep you engaged page after page, Digital Sense is a must-read.” ~ @stevefarber Steve Farber, author of The Radical Leap, The Radical Edge, and Greater Than Yourself
“When you focus on the future, you're doing something right. The authors' blueprint an easy-to-follow playbook for any size business to use as a template for success in this digital driven world. The strategies in the book pinpoint practices that are sure to become industry standards." ~ @marshacollier Marsha Collier, author of The Ultimate Online Customer Service Guide and many other best-selling books
"In order to truly succeed as a human organization you must create organization-wide digital sense and this book gives you a playbook and the inspiration to lead that transformation". ~ @bryankramer Bryan Kramer - bestselling author, keynote and TED speaker, and CEO
“If you think I'm going to give a positive, biased review of this book solely because I host a podcast with Travis, you'd be wrong. In fact, working closely with him over the years makes me more critical of his work. So let me say this: Digital Sense is not chock full of generic, vanilla advice. This book is stuffed to the rafters with everything you need -- strategically and tactically -- to succeed in today's digital marketing minefield, illustrated throughout with inspirational and practical case studies.” ~@TheRealSJR Stewart Rogers, journalist, analyst, and speaker at VentureBeat and VB Insight
Table of ContentsAcknowledgments xiii
Foreword xvii
Preface A Tale of Two “Tweeties” xxi
The “Save Our Chiefs” Movement xxix
Optus in Australia xxxiv
The Genesis of this Book xxxvii
Section I Overview 1
1 The Game at Speed 3
Why Your Organization Needs a Digital Sense DNA Layer 3
The Game Has Forever Been Changed 4
Bits of Knowledge 8
Who Is This Book For? 9
2 Influencers, Zombies, and Everything Between 11
The Rise of Digital Transformation 11
Attention and Trust 14
Influencers, Amplifiers, Motivatables, and Zombies 16
Section II Building A Customer-Centric
Organization 23
3 Introducing the Experience Marketing Framework 25
The Framework to Ask Powerful Questions 26
The Experience Marketing Framework 28
Customer Experience Is the Battleground in a Digital World 30
Takeaways from Introducing the EMF 31
4 The Insights Layer 33
The Customer Is the Main Thing 34
Customers, Competitors, and Forces 37
The Customer 38
The Importance of Persona and Customer Journey Mapping 40
Audience Development Exercise 41
Look Honestly at Your Competitive Landscape 43
The Customer Is the Asset 47
“Use the Force, Luke!” 50
The 6 Ds (Phases) as Classified by Peter Diamandis 51
5 Mind over Organizational Matter 61
Mind and Brain Mechanics 101 62
Substance Is All Around Us. We Just Need the Thought. 64
The Stick-Person Explained 67
Understanding the Mind Using the Stick-Person Graphic 69
The Six Intellectual Faculties 74
What to Do When the Zombies Attack 80
Break through Your Comfort Zone 80
Nothing Stays the Same! 81
6 The Vision Layer 91
The Vision Layer + Social Business 93
The Vision Layer Exercises 93
Customer Journeys 98
The Journey Map Touch Point Exercise 100
Scope 102
Takeaways from the Vision Layer 105
7 The Success Layer 107
What Is a Social Business? 110
Begin with the End in Mind 112
Loops, Love, and ROI 115
Optimizing the Operational Loop 120
Audit 1: ROT Content Audit 120
Audit 2: Brand Guidelines Audit 125
Audit 3: Heuristic Audit 125
Good Governance Guidelines 126
Takeaways from the Success Layer 128
Section III Social Business Strategies And Tactics 129
8 Social Business Strategy for Marketing 131
Appropriate Campaign Goals 135
Content Marketing and Paid Media Amplification 139
Case Study: Fort Collins Startup Week Goes Global on $2,500 144
Search Engine Optimization (SEO) 145
Key Determinants Impacting Your Organic Search Ranking 146
Enterprise Paid Search 148
Predictive Advertising Management 149
GEO Targeting and IP-Based Advertising 150
9 Social Business Strategy for Sales 153
What Is Social Selling? 154
Why Is Social Selling Important? 154
Goals for Social Selling 154
Who Should Own Social Selling? 155
The Social Selling System 156
Social Selling Implementation 156
Social Selling Challenges 158
Account-Based Marketing (ABM) 158
Case Study: #Closing $Millions for Pennies on the Dollar 160
10 Social Business Strategy for Influencers and Employee Advocates 163
Influencer Marketing Tech Is Fragmented 164
Key Trend 1: Decline of Advertising Due to the Massive Increase in Ad Blockers Globally 164
Key Trend 2: Rise of Influencer Programs Is Leading to Greater Need for Efficiencies and Proving ROI 164
Key Trend 3: CMOs Are Driving the Budget Increase in Marketing Technology Spend 165
Key Trend 4: Four Critical Factors Are Fueling the Chaos in Influencer Marketing 165
The Five Categories of Influencer Marketing Tech 165
Influencer Marketing Platform “5 Capabilities” Model 166
The Influencer Marketing Manifesto 167
Community: Size and Type of Audience 167
Content: Format and Type 167
Channel: Social Networks and Sites 168
Credibility: Topical Relevancy 168
Chemistry: Brand-Influencer Fit 169
Controversy: Lack of Resonance and Transparency 169
Employee Advocacy 169
Employees Are the Most Credible Voices in Your Organization 170
Employee Advocacy Drives Sales 170
Who Is Doing Employee Advocacy Right? 171
11 Social Business Strategy for HR 173
Social Recruiting 173
Use Social Media to Evaluate Cultural Fit 175
The New Face of Social Recruitment 176
Play Sherlock 177
Case Study: #Hirecarlos: How to Get Your Dream Gig with Social Media 178
Case Study: Finding $500,000 Worth of Talent for $250 in Ads 182
Themes for Your Advertising 183
12 Social Business Strategy for Customer Service 187
We All Want the Same Simple Pleasures 188
Social Media Triage 191
Audit Your CX Center of Excellence 193
Where to Begin? 194
Section IV DATA AND AUTOMATION 197
13 Designing Your Ultimate Marketing Stack 199
How to Build a Solid MarTech Stack 200
Bottoms Up 200
CRM 201
Marketing Automation 201
Tag Management 201
Analytics and Tracking: You Need to Track Your Performance, Ads, Technology, and Everything Else 202
Invest in Keeping Your Stack Open 202
Monitoring the MarTech Stack 207
MarTech That Drives Business Growth 211
Agile Is Your Savior 212
Marketing Technology Frameworks and the EMF 212
Always-On Assessment, Evaluation, and Adoption 213
No Single Platform Winner aka “Marketing Operating System” 213
Build, Buy, Or Rent? 214
Mobile Marketing Technology Stacks 214
Drive Internal Buy-In and Stakeholder Influence by Measured ROI 215
Section V Future-Proofing 217
14 Building A Personal Brand, BRO 219
Business Relationship Optimization 219
Ass Kiss It Forward 221
ProSumerTribuDucers 223
15 Avoiding Obsolescence and the Road Ahead 227
Dead Ideas 227
Experts Evolve into Sensemakers! 229
Lifelong Learning as a Habit 229
5G, IoT, AI, VR, and Drones, Oh My! 230
The Fourth Industrial Revolution 231
Virtual Reality Mini-VRcations 232
Virtual Reality Masterminds and Uploadable Consciousness 233
5G Allows Minimal Latency 234
The Dark Side of Drones 235
5G Possibilities 236
Notes 239
About the Authors 249
Index 251
