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July 4, 2016 by Adam Fraser Leave a Comment

Tony Hughes talks LinkedIn

Social selling thought leader Tony Hughes joins the podcast this week to talk LinkedIn and the recent takeover by Microsoft:
• Tony’s career to date in enterprise selling and social selling
• How Tony built up a LinkedIn following of 65,000
• Why professionals should be using LinkedIn
• Best practice on LinkedIn in relation to listening and engagement
• Common mistakes Tony sees on LinkedIn
• Where Slideshare is at and how Slideshare can be best leveraged as part of a social selling strategy
• The importance of active listening in selling
• Why only buyers not sellers can call something a solution
• Tony’s previous strategy to focus on audience building on LinkedIn rather than his own website and whether he still maintains this strategy
• LinkedIn publishing and what is currently happening with organic reach and the LinkedIn algorithm
• The intersection of activity on LinkedIn and Twitter
• Why so few of LinkedIn’s 400m members are active, regular users
• Why did Microsoft buy LinkedIn?
• The key aspects driving Microsoft’s decision – CRM integration, office suite integration and customer experience
• The key asset driving the value of LinkedIn
• Why LinkedIn is a “self-weeding platform”
• How Tesla have demonstrated the value and importance of customer experience
• Whether we can expect significant changes to LinkedIn post the acquisition
• The likelihood of increased levels of advertising on LinkedIn post the merger
As one of the leading global thinkers on social selling and Linkedin, my conversation with Tony is well worth a listen.
Key Links
You can find Tony on LinkedIn here and his blog is at http://www.rsvpselling.com/
Our first podcast conversation on LinkedIn and social selling.
Tony’s blog post on Microsoft buying LinkedIn.

June 23, 2016 by Adam Fraser Leave a Comment

Microsoft Purchase of LinkedIn Proves the Value of Data

By Adam Fraser

A big week for transactions in the MarTech world with SalesForce acquiring Demandware for US$2.8bn, Twitter investing in audio streaming service SoundCloud for US$70m and the big one – Microsoft swooping in on LinkedIn in a deal worth a cool US$26bn, a $US9bn premium on the value based on the stock price prior to the announcement.

LinkedIn has been under pressure from the stock market since its disappointing Q4 2015 results when its share price declined an incredible 44% in a single day. The deal came somewhat out of the blue and has puzzled a number of analysts.

At a price of 7.2 times revenue it is not cheap on any measure. LinkedIn remained loss making notwithstanding its preferred measure of profitability being to add back stock based employee compensation (at which point it became profitable).

Clearly therefore this deal is all about strategic synergy. As well as hoping LinkedIn (with its 400m plus members and exceptionally strong position in B2B) will mature into a profitable stand alone business, the key factor is the way it can help the remainder of the Microsoft product stable.

The most obvious product would seem to be Microsoft’s CRM product (Dynamics).  A massive challenge for any CRM system is maintaining accurate contact information – most professionals keep LinkedIn up to date, so by integrating CRM with LinkedIn this becomes an important differentiator against CRM competitors (primarily Salesforce and SAP). Deep and accurate data on this scale is valuable. Other workflow related synergies should also emerge in managing appointments and sales opportunity status – with integration to Microsoft Office also in play here.

There are many other potential synergies, including LinkedIn’s online training business (it recently acquired Lynda.com) integrating with a number of Microsoft’s productivity apps. Jeff Weiner, LinkedIn CEO outlined many ways the companies could work together in his letter to all LinkedIn staff. In particular he noted:

“Think about things like LinkedIn’s graph interwoven throughout Outlook, Calendar, Active Directory, Office, Windows, Skype, Dynamics, Cortana, Bing and more”

For now LinkedIn remains a stand alone service, so don’t expect to see too many changes to user experience in the short term.

In the medium and longer term the potential synergies are certainly there; but the price tag is not cheap and as Microsoft discovered when it bought Nokia – $7.2bn price followed by a massive write down within 18 months – potential synergies don’t always come to financial fruition.

Based on this transaction I would expect to see increased takeover talk around Twitter and Pinterest from here. Interesting and dynamic times as always in the martech world.

Filed Under: Adam blog Tagged With: Adam Fraser, Data Strategy, Echojunction, linkedin, martech, Microsoft, social media

May 19, 2016 by Adam Fraser Leave a Comment

10 Quick Take-Outs from LinkedIn Q1 Results

By Adam Fraser

LinkedIn has learned a lot about the harsh realities of life as a listed company in the last quarter. Having lost more than 40% in value when it announced its last results, the market received its Q1 2016 results (released end of April) more favourably with the stock bouncing up 15%.

The Q1 results were generally very strong – with growth in revenue, profit and users from the equivalent quarter a year earlier. Importantly there was growth across all areas of the business – Talent Solutions, Marketing Solutions and Subscriptions and the guidance for future quarters was stronger than expected.

If you want to dive into the full detail you can find the financials, investor presentation and investor conference call. If you just want the headlines, here are 10 key take-aways:

  1. Members grew to 433m, from 414m in the prior quarter (4.6% growth) and 364m a year earlier (19.0% growth).
  2. Unique visiting members (ie active members) were 106m, up on the prior quarter of 100m and 9.3% higher than the 97m active users a year ago. It is still interesting to see that less than 25% of total members are actually active on the platform and surprising we don’t hear more from management about strategies to drive dormant members to active; this would appear to be the lowest hanging fruit to true user growth.
  3. 58% of monthly users are accessing LinkedIn via a mobile, up from 50% a year earlier but still well below the 90+% of Facebook’s users who access via mobile . The recent release of its new app is assisting here.
  4. Talent Solutions remains the dominant division, driving 65% of LinkedIn’s revenue in Q1 2016, which is up on 62% from the same quarter in 2015. Marketing solutions (driven by sponsored updates) and subscriptions (driven by sales navigator) continue to contribute just under 20% each. LinkedIn’s attempts to diversify away from relying on recruitment related revenue remain only a partial success.
  5. Financials for the quarter were strong, with revenue of $861m (35% increase on prior year) and EBITDA of $222m (39% increase on the prior year).
  6. LinkedIn provided guidance for FY16 revenue of approx $3.7bn and adjusted EBITDA of $1bn. This was above market expectations, which helped the share price
  7. Importantly, a key engagement metric moved higher in the quarter with member page views increasing to 45bn from 37bn in the previous quarter and 34bn a year ago. Higher page views shows growth in true organic activity, a key metric for a social network liked LinkedIn.  During the quarter, viral actions increased more than 80%, daily shares were up nearly 40%, and traffic to third-party publishers grew more than 150%. All important metrics.
  8. LinkedIn remains a reasonably US centric platform, with the USA contributing 61% of total group revenue, which is flat on both the prior quarter and a year ago
  9. LinkedIn continues to focus on (and invest in) its big data and predictive analytics capability; last quarter it announced it had acquired a tech start up Connectifier further boosting its ability to identify and match job searchers and seekers.  The next generation of Recruiter, unveiled late last year, is the foundation of LinkedIn’s long-term growth strategy. Initial results are promising, with the number of candidates viewed per search up more than 40%, and InMails per search up more than 30%. By the end of Q2, the majority of customers are expected to have converted to the new version of Recruiter.
  10. Other focus areas are driving integration to CRM for Sales Navigator and integrating technology from Lynda.com into the overall online training offerings.

In summary a much improved set of results for LinkedIn compared to the prior quarter, with revenue, users and engagement metrics all moving in the right direction. LinkedIn should not get complacent as apps such as Glass Door circle, but it remains very well positioned in the B2B content, network and marketing space.

Filed Under: Adam blog Tagged With: Adam Fraser, Echojunction, linkedin, results

May 4, 2016 by Adam Fraser Leave a Comment

Love on LinkedIn

 

Adam Fraser

Filed Under: Media Tagged With: Adam Fraser, john smibert, linkedin

February 11, 2016 by Adam Fraser Leave a Comment

LinkedIn Posts Strong Results Yet Disappoints Market

By Adam Fraser.

LinkedIn, like its distant cousin Twitter, is learning about the harsh realities of life as a listed company.

On the face of it, it’s Q4 results were very strong – with growth in revenue, profit and users. Yet Wall Street didn’t like the guidance it heard for FY2016 growth and smashed the stock down by 44%. Yep – almost half the value of the company lost in a single day. Listed company life may look glamorous but it’s a wild ride. And as Twitter is finding, negative sentiment around a stock price over a long enough period of time can seep into sentiment around the platform as a whole.

If you want the full detail you can plough through the financials, investor presentation and investor conference call. If you just want the headlines, here are 10 take-aways:

  1. Members grew to 414m, from 396m in the prior quarter (4.5% growth) and 347m a year earlier (19.3% growth).
  2. Unique visiting members (ie active members) were 100m, flat on prior quarter of 100m and 7.5% higher than the 93m active users a year ago. Interesting to see that less than 25% of total members are actually active on the platform. I am surprised we don’t hear more from management about strategies to drive dormant members to active, as this would appear to be the lowest hanging fruit to true user growth.
  3. 57% of monthly users are accessing LinkedIn via a mobile, up from 49% a year earlier but still well below the 90+% of Facebook’s users who access via mobile . The recent release of its new app is assisting here.
  4. Despite its noble attempts to diversify its income streams away from pure recruitment related activity, Talent Solutions remains the dominant division, driving 63% of LinkedIn’s revenue in FY2015, which is actually an increase on the FY2014 total of 60%. Marketing solutions (driven by sponsored updates) and subscriptions (driven by sales navigator) continue to contribute around 20% each.
  5. Financials for the fourth quarter were strong, with revenue of $862m (34% increase on prior year) and EBITDA of $249m (39% increase on the prior year). Full year results showed revenue just under $3bn and EBITDA of $780m. Significant numbers, but the guidance for next year was the key focus of the market.
  6. LinkedIn provided guidance for FY16 revenue of approx $3.6bn which was well below market expectations of around $3.9bn. EPS guidance was $3.05-$3.20 per share versus an expectation of $3.67. The management commentary around the reasons for the slowing growth were largely ambiguous. Credibility wasn’t helped by a $50m write down related to a previous acquisition. Result – a spooked market which smashed the stock.
  7. A key engagement metric moved lower in the quarter with member page views dropping to 37bn from 38bn in the previous quarter. Whilst still a healthy increase on a year ago (30 bn) any hint of a decline in engagement is a key concern. Something to watch closely next quarter.
  8. LinkedIn remains a reasonably US centric platform, with the USA contributing 60% of total group revenue
  9. LinkedIn continues to focus on (and invest in) its big data and predictive analytics capability; it announced it had acquired a tech start up Connectifier further boosting its ability to identify and match job searchers and seekers
  10. Management observed weakness across a few areas heading into 2016 – including, importantly, field sales growth in its Talent Solutions business as well as some global economic related headwinds.

It is important to distinguish between weakness in true operating activity versus delivering a lower outcome than the stock market had forecasted.  A 44% stock price correction in one day seems perhaps overdone, but there were enough worrying items in a mixed bag of results to justify a sell decision if that’s what you wanted to see. The market in its current mood is selling first and asking questions later.

Filed Under: Adam blog Tagged With: Adam Fraser, Echojunction, linkedin, results

January 25, 2016 by Adam Fraser 1 Comment

Mark Dick talks LinkedIn and social selling

Mark Dick, Head of Sales Solutions at LinkedIn in Australia joins the EchoJunction podcast this week to discuss LinkedIn and social selling. We discuss:

  • Key current user numbers for LinkedIn in Australia and globally.
  • LinkedIn began as something of a “place to put your CV” and “find a job” – how the platform has developed into so much more
  • LinkedIn’s recently published ebook “The New Sales Toolkit: Everything you need to know about social selling”
  • What is social selling? LinkedIn define this around 4 key activities
  • How has the buyer’s journey has changed in recent times and how much research the typical buyer has performed before contacting a potential supplier
  • A stat via IBM is that 75% of buyers use social media as part of their buying process
  • How B2B buyers are using social media as part of their buying process
  • An astonishing stat that by 2020 customers will manage 85% of their interactions with an enterprise without a human and how this impacts the sales executive of 2016
  • The importance of sales professionals (and all senior execs) building personal brands in the digital landscape
  • The success of the LinkedIn publishing platform
  • Whether sales professionals should be publishing their own content and whether this should sit on a “home base” such as a blog and/or LinkedIn
  • In terms of content marketing, Joe Pulizzi’s 4:1:1 rule about when to share content and when to self-promote
  • How activity on other social networks (Facebook, Twitter, YouTube, Instagram etc) can potentially dovetail with social selling efforts on LinkedIn
  • The roles of sales and marketing, whether the functions are converging and what this means for enterprise org structures going forward
  • LinkedIn’s sales navigator product and how this improves the effectiveness of sales teams
  • The evolving power of LinkedIn’s platform and how it integrates into CRM systems
  • It has often been said people buy from those they “know, like and trust” – has the digital era changed anything?
  • How LinkedIn and the digital marketing & social media landscape will pan out in 2016

Key Links

Mark is on Linkedin here.

The ebook from LinkedIn we discuss on social selling is here and you can find info on Linkedin business solutions here.

My previous podcast on social selling with Tony Hughes.

The most influential business book Mark has read is Quiet by Susan Cain.

The 3 people Mark would follow on LinkedIn are Fred Kofman, Richard Branson and Jeff Weiner.

November 26, 2015 by Adam Fraser Leave a Comment

10 Key Insights from LinkedIn Q3 Results

LinkedIn announced a strong financial performance in its Q3 results, with revenue of $780m for the quarter, up a healthy 37% on the prior year. Unlike Twiiter, LinkedIn is profitable with EBITDA of $208m for the quarter.

If you want the gory details, here are links to the results announcement, investor presentation, management earnings call and detailed financials.

If you simply want the key take-outs, here are 10 summary insights:

  1. LinkedIn is simplifying its messaging around the value proposition – to members (connect, stay informed, get hired) and customers (hire, market, sell)
  2. User numbers grew to 396m total members (332m a year ago) but interestingly monthly “unique users” were 100m (90m a year ago). Does this mean only 25% of LinkedIn members are truly active on the platform?
  3. Mobile is a less important channel for LinkedIn users than other social networks. “Only” (a sign of how far mobile has come) 55% of LinkedIn’s monthly users access via mobile (as a comparison 89% of Facebook’s daily users access via a mobile device). Clearly as a professional network focused on B2B, the desktop/laptop remains a key access point
  4. Talent solutions (recruiting, learning and development) remained the key revenue generator, providing 64% of all revenue versus 18% for marketing (advertising, sponsorships) and 18% for premium subscriptions. The attempt to diversify income streams away from the reliance on recruitment thus seemed to stall in the quarter (even the company’s own press release referred to marketing solutions as “stable” rather than anything more optimistic)
  5. Learning and development contributed $41m in revenue in the first full quarter post the Lynda.com (online learning business) acquisition. As integration continues this division certainly offers potential for future growth
  6. Geographically USA remains by far the most important region to LinkedIn, contributing 62% of all revenue
  7. Progress is being made in the key Chinese market with membership numbers there tripling to 13m from the levels in early 2014 when the local language version launched
  8. LinkedIn continues to invest in its long term product roadmap – with a new mobile app and messenger platform launched and a relaunch of its recruiter product (incorporating algorithmic smart learning) pending. As Jeff Weiner said “our member facing product pipeline has never been stronger”
  9. Raw engagement numbers were encouraging with member page views growing to 38bn from 28bn a year earlier
  10. There are now 39,726 corporate solutions customers versus 30,314 a year earlier hence the breadth of customer base improved

All in all a very solid set of results for the worlds largest professional network. The stock market applauded the return to strong revenue growth with shares up 9% on the release of results.

The one possible weak spot was the “stable” marketing revenue division – the attempt to decrease reliance on LinkedIn as a pure recruiter platform probably still has further to run.

Filed Under: Adam blog Tagged With: Adam Fraser, Echojunction, linkedin, results, social media

April 23, 2015 by Adam Fraser 1 Comment

LinkedIn Strengthens its Hand with Major EdTech Bolt On

LinkedIn has hit the acquisition trail again, but this time at serious scale, paying $1.5bn for online education business Lynda.com, its largest acquisition to date and the fourth largest deal in social media history.

Big bickies. And a big statement of intent. LinkedIn is moving directly into the online learning space to extend and deepen its relationship with business executives via an expanded spectrum of services.

I wrote recently about LinkedIn’s evolution from a recruitment related business to the world’s leading B2B content distribution, marketing and networking platform. Its previous acquisitions had made strategic sense and the Lynda.com acquisition is no exception.

Lynda.com is a leading online learning company teaching business, technology and creative skills to help people achieve their professional goals. It  has an extensive library of premium video content, spanning hundreds of thousands of videos on a diverse set of professional topics across multiple languages.

The synergies seem obvious and significant. LinkedIn already knows more about your professional life than anyone else. It also has big data showing the types of training and education people have done and how that has impacted their careers. There is no better organisation to target specific online education offerings to a targeted professional audience.

Expect to see ads telling you not only “people in your sector studied [x] diploma” but also “62% of CxOs have completed [presentation skills] training. Here’s a course that may help you progress”. Or “You last did Photoshop training in [2007] – try this diploma to brush up on your skills”. Plus of course raw facts and insights about the training and diplomas required to secure certain career paths.

The sheer scale of LinkedIn on its own brings a key benefit to the Lynda.com distribution capability. Even absent the smart, big-data driven targeting that will come, simply embedding the offering into a platform with almost 350m members will drive growth.

Of course the acquisition of Lynda.com and the expanded data pool LinkedIn will now capture about its users in itself increases its big data capability and further deepens its understanding of its user base. This is valuable across LinkedIn’s entire product range and also enhances its own Economic Graph project which is attempting to “Digitally map the global economy to connect talent with opportunity at massive scale”.

From a macro market perspective, online education is a massive growth opportunity and LinkedIn has secured one of the market leaders. Quite an entrance to a new market sector. In an era of rapid change and disruption to the business world, the need to “always be learning” has never been greater. Forecast to be worth $107bn in 2015, LinkedIn will now be tapping into this growing demand for quality, online education. Even the Whitehouse is jumping on this bandwagon with its recent TechHire initiative, designed to empower Americans with the skills they need.

Strategically, with this acquisition LinkedIn has sensibly stayed very much within its core specialty by broadening its professional development capability and overall value proposition for the world’s executives. Online education provides a synergistic service to offer to its members and relevant additional content to share and distribute. LinkedIn has a good track record for quickly absorbing acquisitions into its core platform, and if done right here, there will be synergistic benefits with other aspects of LinkedIn (recruitment targeting, content, recommendations, skills, endorsements, Slideshare etc).

The price paid – stated to be 10 times revenue – is somewhat eye-popping. Yes it’s a big valuation, no question. But Facebook’s $1bn price for Instagram seemed a lot at the time too (it was recently valued at around $35bn by an analyst). Finance theory dictates that the acquirer that can reap the most benefits should logically be able to pay the most. LinkedIn certainly fits that bill in this case.

This deal makes sense for both parties. As Jeff Weiner, LinkedIn CEO said “Both companies seek to help professionals be better at what they do”.

Time will tell whether the value was bubble-like or ‘bargain of the century’, but from a strategic perceptive it’s another great deal for LinkedIn. Staying focused on its specialised area and bolting on another sensible tangential offering, LinkedIn has further cemented itself as the clear market leader in the B2B social network space.

Filed Under: Adam blog Tagged With: Adam Fraser, Echojunction, jeff Weiner, linkedin, Lynda, online education

March 5, 2015 by Adam Fraser 4 Comments

LinkedIn Powers On Beyond Its Borders

By Adam Fraser

LinkedIn has come a long way from its origins. What began as a largely text based, pseudo job board has morphed into the prime B2B content distribution, marketing and networking platform in the world. Yes recruitment is still part of the story but there is so much more there if you look under the bonnet.

LinkedIn started out in the living room of co-founder Reid Hoffman in 2002, going live in May 2003. It’s the world’s largest professional network with more than 347 million members in over 200 countries and territories, and over 6m members in Australia (almost half the Australian labour force). Its website has a nice visual showing user growth since its inception. The pace of recent growth is impressive; having taken over 7 years to reach 100m users (in late 2010) it hit 200m in mid 2012 and 300m in late 2013.

With more than the 90% of white collar professionals signed up to LinkedIn in some mature markets, it is almost ubiquitous in many professional sectors. Across the board it is the 14th most popular website on the planet.

Less fashionable and talked about than its consumer focused peers in social media, LinkedIn is a financial powerhouse. Its full year 2014 results showed revenue of $2.2bn and EBITDA (fancy accounting term which is a good proxy for operating profitability) of $592m . Nice (as a comparison note Twitter’s equivalent numbers in 2014 were revenue $1.4bn and EBITDA $300m ). It is forecasting revenue of close to $3bn in 2015. That’s a healthy clip.

LinkedIn listed on the NY Stock Exchange in May 2011 and its stock price doubled on day one. People were concerned about over-valuation as it ended day one a $9bn company. Its market cap today is now over $33bn.

So how is LinkedIn now making money? It has 3 primary revenue generating divisions:

  • Talent Solutions (recruitment related products and services) – 57% of revenue
  • Marketing Solutions (sponsored posts and advertising) – 24% of revenue
  • Premium Subscriptions (individual subscription packages) – 19% of revenue

As it keeps adding new products such as sales navigator and lead accelerator this diversification away from pure recruitment related revenues will continue.

Its full year results also highlighted some interesting trends:

  • It now has 3m active jobs listed on the platform
  • 70% of its members come from outside the USA – it is a truly global platform
  • Over 1m long form posts per week are now generated on its publishing platform

After initially opening its native blogging/publishing platform in October 2012 only to influencers such as Richard Branson, Bill Gates and Barack Obama it opened this platform more broadly in February 2014 with great success. Whilst I have previously written about not building your media house on rented property, as a driver of awareness (and hence potential traffic back to your own mothership) LinkedIn’s publishing platform (and enormous audience) is of significant value.

In the past couple of years, LinkedIn has sensibly bolted on acquisitions which have both strengthened its core offering and diversified its range of services.

In July 2012 LinkedIn acquired Slideshare, a sharing platform for business documents, videos and presentations. In a honeymoon period for content marketing, this was a very important strategic bolt on. Slideshare is now the world’s largest community for sharing presentations and other professional content.  Often over-looked, there are a number of ways businesses can use Slideshare as part of their B2B marketing. This is an important content discovery platform and should be a key consideration for any B2B content marketing strategy.

In April 2013 LinkedIn acquired Pulse, boosting its capability in publishing, content curation and content distribution. This has been seamlessly and effectively integrated into the LinkedIn platform and provides further compelling reasons for professionals to “check in” and spend more time on LinkedIn.

In February 2014 data-matching job search start up Bright.com was bolted on, removing a potential competitor and boosting capability in LinkedIn’s core recruitment value proposition

In July 2014 LinkedIn acquired Bizo, a company that helps advertisers reach businesses and professionals. Bizo offers targeting and analytics for display and direct response ads. Significantly this gave LinkedIn a chance to expand its reach (and associated marketing offerings) to platforms beyond LinkedIn itself. As alluded to it in its own blog announcement on the acquisition, it also enhanced LinkedIn’s analytics and targeting capabilities. Bizo has more than 2000 publishing partners and is now fully integrated into LinkedIn’s platform.

There was a key strategic game changer in the Bizo acquisition and integration. As stated in the LinkedIn blog (bold is my emphasis):

“Today we also extend our reach beyond the LinkedIn platform with LinkedIn Network Display, an audience network which gives brands the opportunity to engage professional audiences with display advertising both on LinkedIn and off-platform across thousands of publisher sites on the web.”

Pushing the ever-present privacy concerns to one side when looking at social media targeting and big data, this is an important and significant expansion of LinkedIn’s reach. Thoughts spring to mind re the Google framework – where ads appear on many properties beyond its own via the google display network. LinkedIn is expanding its tentacles beyond its own site, but utilising its proprietary data on its users. It doesn’t take too much imagination to start seeing your LinknedIn identity becoming your de facto digital id, driving content and ad targeting on many online properties outside of LinkedIn.

What next? LinkedIn is looking at the possible launch of an intranet service for businesses. A move into content recommendation, marketing automation or even CRM isn’t that big a leap. It is moving from a position of strength.

In terms of marketing the conclusion is inescapable. When you are thinking B2B marketing you simply have to think LinkedIn (and Slideshare). The fact that it was never “fashionable” actually works to LinkedIn’s benefit. People were never there because it was a cool place to hang out. They were there for business. And unless LinkedIn scores some major own goals they are unlikely to be leaving any time soon.

Filed Under: Adam blog Tagged With: Adam Fraser, Bizo, Echojunction, lead accelerator, linkedin, Reid Hoffman

December 17, 2018 by Adam Fraser Leave a Comment

Ben Shute talks social media in 2018

Social media manager at QBE Insurance Ben Shute joins the podcast this week to talk about the state of social at the end of 2018. We discuss:

  • Ben’s career to date
  • Social’s level of maturity today, the slowdown of consolidation & pace of change, and micro level progression on platforms
  • Enterprise social media use, the importance of social listening for customers, brand and insights, and ensuring that an organisation’s people know what the customer is saying
  • Social at QBE, content networks, and the importance of defining your objectives before advertising on social media platforms
  • QBE’s success on Twitter and its use for B2B engagement and sales
  • QBE’s marketing team and how social and traditional channels work together in delivering marketing programs
  • Selling insurance through content, and the types of presale, sale and post-sale utility content used to stay top of mind
  • QBE on LinkedIn, the B2B focus for brokers and broker customers, and it’s use as a global platform for corporate communications
  • Video content at QBE and why YouTube is viewed as a utility repository, despite its constant growth
  • QBE on forum’s and review websites, and why they’re an absolute must for handling unhappy customers and employees
  • Ben’s predictions for 2019 across social, from video growth, a return to metrics that matter and increased leveraging of employees and senior executives for brand advocacy and content distribution

Great to get Ben back on the show as he provides his exceptional insight into the social media landscape. Well worth a listen!

Key Links

You can find Ben on Twitter here, on LinkedIn here and his website is here.

My previous podcasts with Ben on social media management and on social media strategy.

December 10, 2018 by Adam Fraser Leave a Comment

Trevor Young talks PR and social in 2018

Founder of Digital Citizen and PR Warrior Trevor Young returns to the podcast to discuss social and public relations in 2018. We discuss:

  • Trevor’s career to date
  • LinkedIn and the socialisation of professional services
  • Advertising’s role on social media, connected brands and the comeback of humanity in business
  • Navigating the social media landscape and the importance of sticking to your original purpose, while developing your own philosophy
  • Trevor’s three forms of content marketing (utility, leadership and corporate content) and why it is the people that differentiate brands from competition
  • The Volkswagen Beetle Lemon Ad and why building the brand foundations and audience before launching is key to success
  • Facebook’s poor PR crisis management and the culture and governing/regulation issues impacting Facebook’s attempts to regain trust
  • Trevor’s new book and looking at PR through a content lens
  • Key trends and directions for brands and marketers in 2019

Fantastic to host Trevor again as he delivers his deep insight into the year that was in social and PR. Well worth a listen!

Key Links

Trevor can be found on LinkedIn here and Twitter here.

Click here for Digital Citizen.

Click here for the Reputation Revolution podcast and here for Trevor’s blog.

My previous podcasts with Trevor on paid, owned and earned media and on brands and purpose.

December 3, 2018 by Adam Fraser Leave a Comment

Craig Badings talks trust and PR

Partner at Senate SHJ and public relations specialist Craig Badings returns to the podcast to talk about trust and PR. We discuss:

  • Craig’s career to date
  • Avoiding crisis and why organisation culture is often the source
  • The five areas of culture that impact future crises: governance, supervision gaps, work around strategies, blame culture, and poor training
  • The Banking Royal Commission, the psychology of common sense in crisis decision making
  • Roy Morgan’s Net Trust Score survey and building a trustworthy reputation through promise and delivery
  • The Banking Royal Commission, regulatory practices and where the banks went wrong by falling out of touch with customer expectations
  • Uber and the high cost of a bad reputation
  • Using great customer service and listening to create customer brand advocates
  • Wikipedia and trust in the process: how brands use communities to create trust through ratings, reviews and processes
  • Craig’s four tips for managing reputation: monitoring internal and external operations, questioning practices and norms, remove fear and reprisal culture, and act and act early on crisis red flags
  • Facebook, Tylenol and what the research tells about the cost of a major PR crisis
  • Bunnings Sausage Sizzles, onions and taking the right actions to maintain customer goodwill
  • Institutionalised trust and reputation, and the parallels between personal relationships and creation of brand trust

Fantastic to host Craig again as he delivers his fantastic insight into reputation, trust and risk management. Well worth a listen!

Key Links

Craig can be found on LinkedIn here and Twitter here.

Click here for more on SenateSHJ.

My previous podcast episodes with Craig on crisis management and brand and reputation.

November 26, 2018 by Adam Fraser Leave a Comment

Dan Monheit talks behavioural economics

Owner and Director of Strategy at Hardhat Digital, Dan Monheit, joins the podcast this week to discuss behavioural economics and marketing. We discuss:

  • Dan’s career to date
  • Competing in the agency space and why success in the digital space is the strongest differentiator
  • Marketing, psychology and understanding consumer behaviour
  • Behavioural economics, heuristics that aid decision making and Dan’s podcast show, Bad Decisions
  • The Choice Paradox: why providing quality choices is more important than increased choices when meeting the consumer want for more choices, and how increased options adversely impacts consumer decision making abilities
  • The Default Bias: how, if you provide a default option, people will almost always choose that option to avoid having to make a calculated decision
  • Temporal Discounting: how unrealistic optimism and life expectancy negatively impacts the value we place on things further away in the future
  • Social Proof: how herd mentality it causes people to make poor decisions when with friends and examples of how brands like Kogan and TripAdvisor are using social proof to influence purchase decisions
  • Need for speed gratification and why consumers demand faster services simply due to the removal of constraints and generalised expectations
  • Video trends and making consumers feel in 6 seconds
  • Messenger trends and why people have returned to using images, in modern forms like emojis and gifs, to convey meaning over words
  • Blowout bars and the increasing fragmentation of the value chain to deliver a faster service that meets demanding consumer expectations and needs

Such a fascinating and refreshing conversation is had, from a very forward-thinking practitioner in Dan. Well and truly worth a listen!

Key Links

Dan can be found on LinkedIn and Twitter.

Click here for more on Hardhat Digital and here for the Bad Decisions podcast.

Dan recommends reading Predictably Irrational by Dan Ariely.

Dan recommends following Ruslan Kogan, Dave Trott, and Benedict Evans.

November 19, 2018 by Adam Fraser Leave a Comment

Mitch Joel talks marketing

Global digital marketing thought leader and founder of Six Pixels Group, Mitch Joel, joins the podcast this week to talk marketing. We discuss:

  • Mitch’s career to date
  • Mitch’s podcasting pedigree, and current podcasting and audio projects
  • The martech landscape and why Mitch isn’t surprised about its massive growth due to the perfect storm of businesses searching for efficiency and increased R&D capabilities of today
  • Marketing’s role in the supply and demand of marketing technology amongst venture capitals and consumer needs
  • Social media maturity and where Mitch sees the next areas of evolution for social media tech
  • E-commerce on social media and why the next wave of evolution for e-commerce is the removal of friction
  • Facebook’s future, and why Mitch believes it isn’t the end, just a period of fatigue that can be broken through improved AI, UX, and optimised applications
  • The bigger issue of consumer numbness to hacks and privacy breaches, in light of the Cambridge Analytica saga
  • Facebook’s level of blame and Mitch’s ideas around regulating social media platforms and technology
  • The Snapchat challenge of competing in a Facebook world, and who could or would acquire the platform, from Facebook and Amazon to Microsoft and Google
  • The Raw Numbers: Amazon, Facebook, the short-termism reality and why it is wrong to compare market reactions with what is actually happening when evaluating technology businesses
  • Why Mitch views Twitter as a feature and not a platform due to how its social experience works, and why it should look to play more in the messaging space over the social space

An honour to host the ever-brilliant Mitch Joel again on the podcast, as he provides his leading insights on a range of technology and marketing topics. Well worth a listen!

Key Links

Mitch can be found on LinkedIn here and Twitter here.

Mitch’s website is here.

November 12, 2018 by Adam Fraser Leave a Comment

Ryan Wallman talks Eat Your Greens

Associate Creative Director for Wellmark, Ryan Wallman, joins the podcast this week to talk about his new co-authored book Eat Your Greens and creative marketing. We discuss:

  • Ryan’s career to date, and his move from medical practitioner to writer
  • Ryan’s satirical perspective on the marketing sector and why he believes too many marketers take themselves too seriously
  • Art vs Science: Ryan’s thoughts on the two schools of marketing and marketing’s maturity
  • Why marketing is about sales and why the idea of purpose marketing is a disservice to the industry
  • Copywriting today and why self-publication and technology has damaged the perceived value of copywriting in the marketing mix
  • The premise for Eat Your Greens and its focus in evidence-based marketing, with perspectives from a curation of various leading marketing figures, including Mark Ritson, Tom Goodwin, Byron Sharp, Bob Hoffman and many more
  • Ryan’s topic within Eat Your Greens and his thoughts on nonsensical language furthering the damage on the often-perceived nonsensical profession
  • The overcomplication of customer service journeys and why this needs to change as the majority of consumer purchase decisions are based on ‘unthinking processes’
  • Ryan’s jargon acronyms in marketing and being cautious of users of ‘trendy’ terms
  • Key themes and topics from Eat Your Greens, including hype skepticism and simplistic thinking

Great to host a unique yet practical thinking practitioner in Ryan. Well worth a listen for all the skeptics out there!

Key Links

Ryan can be found on LinkedIn and Twitter.

Click here for more on Wellmark. For Eat Your Greens, click here.

Ryan recommends reading The Choice Factory by Richard Shotton.

Ryan recommends following JP Hanson, Mark Ritson, and Vikki Ross.

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