Tag: Yammer

  • Social @ Myntra – Part 2

    continued from Part 1

    Creating, correcting and maintaining brand perception and resolving customer issues were fundamentally the objectives when operating in the customer care and brand domains respectively. But this was not an end in itself. The end objective of the business is revenue, and that makes up the remaining story.

    3. Product: In this context, it includes the website itself, and the various features/enhancements/new products (eg. gift cards) that get introduced on a regular basis. Including social buttons on the home page and product pages were a given, though getting them above the fold was a mission I lost! The first major change was switching from FB Connect to the Open Graph. The potential applications, using social and interest graphs, are phenomenal, but we never progressed that far. At a basic level, I had slotted activities in this domain under acquisition and retention, and we have only implemented a small portion of the former. The easiest application of the social graph was using it for social proof. Kuliza’s Echo made that job relatively easy for us. It not only helped seamlessly amplify word-of-mouth, but also gave us a lot of data on consumption. One of the plans was to integrate this with Elevate, another Kuliza app – but inside Facebook, to try and beat FB’s throttling of organic reach. 🙂 Another application of Echo, which should soon see the light of day, is a Fab-like social feed. If a user has registered on Myntra using Facebook, he/she would see the actions (Likes, Purchases, Wishlist additions) of his/her friends on a separate feed inside Myntra. Our expectation is that this would prompt more social actions inside Myntra and accelerate word-of-mouth inside FB further. This was actually a Phase 1 of a larger plan I had in mind. Let me explain.

    While brand and customer connect can provide a strategic advantage on social, I’ve always felt that it was in the product domain that social could provide a sustainable strategic advantage. This came from my notion that ‘loyalty’ existed when the exit barrier for a customer to leave Myntra was high enough to beat any sustainable offering from a competitor. ‘Brand’ is one standard way to achieve it, but it is relatively less tangible, and in a commoditised marketplace, it would take more time. Generic discounting is not sustainable. I think, in this context, ‘Product’ can reach this ‘barrier’ in lesser time, and at lower costs. An ideal in my mind was using the social, intent and interest graphs of users from across various platforms to build a personalised experience, and through that, a gamified customer acquisition and retention architecture inside Myntra, (thereby minimising dependencies on other platforms) and then using social media to amplify relevant actions to further drive acquisition. But this approach has a high dependency on changes in the existing product and every new product/feature having relevant social features baked in (or at have it in the vicinity on its roadmap) to contribute to the larger agenda of the architecture. It also takes a mindset and backing. I did have a rough blueprint, but at this point in the e-commerce wars, this approach probably seemed a nice-to-have. 🙂

    4. Sales: Conventional notions claim that social media should not be used for sales pitches, but from my humble experience, I’d beg to differ. It’s just a matter of what-when-how, and how much. From generic product pitches on the Facebook Page as part of the larger content strategy, to custom links on Twitter, we have consistently shown and tracked revenue from social channels. Even Pinterest and Google+ are contributors! I must admit that in the larger scheme of Myntra’s monthly revenue, these are insignificant, but let’s just say that the total contribution are in double digit lakhs every month. In fact, it reached a point where we were given a budget to see if we could scale it. In this context, I have to mention this brilliant idea by S – she used customer generated product images from our Pinterest ‘Shopped from Us’ board every week to make sales pitches on Facebook! Works like a charm. 🙂

    The area where there were a few attempts, but didn’t really pick up was enterprise collaboration. We managed to build a fairly large community on Yammer, but what I’ve realised is that it needs champions at the highest level in all parts of the organisation using it on a consistent basis for it to be sustainable. I also had this grandiose vision of using Google+ and circles to connect customers, Customer Connect teams, Partner brands and employees in general, but this one was limited to a word document! This is an area that I believe to be a must-have as we evolve towards social business, but in the larger list of priorities, is still a few steps away.

    That gives a broad view of what I’ve been up to for two years. The generic point I’m trying to make through the two posts is that from basic business outcomes like customer satisfaction and sales to more nuanced ones like brand perception and sustainable strategic advantage, social can and should play an integral part. There will be differences in terms of scale, strategy, resources etc depending on the domain, maturity of the industry/organisation, target audience and so on, but the important part is to begin because the brand/organisation needs to evolve as well. Social media has shortcuts, I’m inclined to think that social does not. These are days of nascence, and social will continue to evolve – enterprise social networks, social business, big data, the Internet of Things (add buzzwords to taste) and more will all have their hype cycles and age of maturity. By all means, measure ROI, but remember, we spend on movie tickets, we invest in mutual funds. I think we’re clear on the expected time frame of returns in both cases.

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    Myntra will remain dear to me, like all the other brands I have worked on, but it will probably have a more lasting signature, because not since my days at GIM have I experienced such a rewiring of my worldview. This stint has given me oodles of confidence, friends whom I hope will last a lifetime, and relationships of trust that I will cherish.

    Before I end, the last hat tip – to the super S, who joined the team mid last year and has since then, proven time and again that she’s the best social ‘investment’ we made, and made this little social adventure a total joy! “I used to believe that we are here to teach what we know. Now I know that we are here to teach what we are meant to discover“

    until next time, </ head – social media> 🙂

  • Enterprise, Consumer, Interface

    Facebook’s new Groups at [university] feature, which allows users to create groups that are only visible to those with the relevant and authenticated .edu address, is probably the social network’s hat tip to its roots and a way to show that it can still play at targeted sharing too. However, what it reminded me of was enterprise tools like Yammer which also use authenticated addresses to create closed networks. Add to that Facebook’s other new feature being tested – private messaging between users and Pages, and I wondered if the authenticated domain feature couldn’t be used for creating enterprise networks within Facebook, which could then interface with consumers using Pages. In fact, that would even go quite a way in solving a user’s work/life identities by allowing him/her to have separate (but connected publicly/privately) logins.

    With Google+ launching for brands and thanks to circles, allowing a relatively easy (and measurable) flow of information within and outside the enterprise (I’ve begun experimenting with this @ Myntra), linking employees, consumers, partners etc through not just sharing but also through live video interaction, Facebook does need to go beyond its current offering for brands and organisations.

    Though I’ve not seen it in action, Twitters new proposition for brands, with better profiles, a new twist to promoted tweets, self serving ads etc do sound interesting and should probably lead to more interesting brand activities on the platform.

    The first generation of social media tools have focused on monitoring, engagement and some measuring. They will obviously have to evolve with the platforms’ own feature set advancements. (not to mention new platforms) Meanwhile, I’ve seen at least two forms of this evolution. Salesforce, which has, with the acquisition of Rypple, entered the talent management sphere, continues its march towards being a one stop shop (Chatter for enterprise collaboration, Radian 6 for social media monitoring, engagement and others). On another front, Percolate is aiming to solve an interesting problem area that I can identify with – sustained communication with consumers across platforms that balances interesting content with business objectives.

    New platforms, new tools, decreasing attention spans, new hardware and technologies and a relentless pace of advancement – 2012 promises to be exciting.

    until next time, horizon tally

  • Social Collaboration eg.

    My friend via Twitter, Prem, (twice over, because both his handles are friends :D) got me thinking on ‘Social Collaboration’ ever since he wrote this post, attempting to define the term as used by its vendors. Despite a good discussion in the comments, a definition proved elusive. Though I began to agree with Prem’s assessment that ‘social’ was redundant, Gautam’s post on it did offer an interesting line of thought –  that ‘social collaboration’ was emergent. He illustrates it with an example too. This was vaguely similar to one one of the ways in which I had tried to define the phrase, before I gave up. Here are the attempts.

    The first was by tying it to the idea of a ‘social business’ (not the wiki one, but the Dachis group version), where 2 or more businesses collaborate on an objective that may be larger/ unrelated to their individual objectives. Obviously, this is more utopian than any vendor’s idea, so I dropped it.

    Which led me to the second attempt, where I thought  the tools of the (enterprise) social web would enable social interaction in various contexts and collaboration would be one of the products. (Probably like what Krish Ashok is building at TCS?) This would be around the premise that Gautam presented – even identifying the need would be the result of the social interactions and collaboration would follow.

    While on this, I was reminded of Google Wave, where each participant could ‘drag’ people into a conversation. There were several instances when I, as an initiator of the conversation, did not have any control over the quantity or quality of the participants or even the morphing of the intent. I was also reminded of the last paragraph of this post I wrote in 2008, when Yammer came into the limelight – “..a bridge between Yammer and Twitter. One service that allows absolute transparent conversations within the organisations, and another that allows brands and organisations to be transparent with its end users.”A one way channel did open later. If any collaborator could ‘drag’ in another collaborator from a social web outside of the enterprise’ social web eg. a customer from Twitter, could that be social collaboration? On a related note, I also remember another post of mine when I came across Memolane and wrote about brand-streams connecting consumers and the enterprise. A couple of days back Memolane released an embeddable version which it hopes will be adopted by organisations.

    Alternately/further, could it be like what happened right now – where neither Prem nor Gautam invited me to collaborate, but I did nevertheless, inserting myself into it thanks to having access to their thoughts, having a take (hopefully) on a thought Prem started and being able to connect it back to them. (forget Twitter, their blogs will have trackbacks) Even if they do ignore me and refuse to collaborate, my take would still exist, available to all who might be interested? That’s probably not what the sellers intended of ‘social collaboration’, but could that be what it evolves into?

    I don’t know, and that’s why for now, I have parked this aside. 🙂

    until next time, continue collaborating..

    PS: Bonus Read – How Cisco integrates social media into the organisation

    PPS: Back in a fortnight 🙂

  • “What will you do when the money goes?”

    Even as stories abound about a Google acquisition of Twitter, Adage had a story on how Google is already making money out of tweets. According to the article, Google is offering ad units that display the client’s five most recent tweets across the AdSense network. The link leads straight to the client’s twitter account, and the campaign is measurable by the increase in follower count. One could say that Twitter gets some publicity out of this, but its obviously not getting any money.

    The ad network Federated Media recently launched ExecTweets, a site that aggregates tweets from business executives. The site is sponsored by Microsoft. With a twitter account, you can join the conversation, receive tweets from the community and vote for tweets and execs. At least on this one, Twitter will make some money.

    Since we have mentioned two biggies, might as well mention the third too, though what they’re doing is different from the above. Sideline is the desktop app from Yahoo, that runs via the AdobeAIR platform. It can do custom search groups, advanced queries and auto refreshes by pulling in data from tweets. There are other services that offer similar features, but maybe there’s more coming. And it does promise 20% more awesomeness. 🙂 On a tangent, a service called Say Tweet, which I have used in my personal blog to display my Twitter status, does give a sense of what Yahoo could do with Flickr and Twitter.

    In addition to the biggies above who’re using Twitter, there are numerous applications and services being built based on Twitter, and several others inspired by Twitter. A few examples. Tinker, from advertising and publishing network Glam Media, allows users to track real time conversations (from facebook and Twitter) happening around TV shows, entertainment events, conferences, and so on. It gives information on events by showing most followed and most discussed streams, popular events, and on trends with charts and historical data.  It also has embeddable widgets, which can be used to view a feed as well as update. They already have advertising and featured events and have further monetisation plans. iList Micro, from the iList service that alllows you to broadcast your listing to friends across networks, is the Twitter version and uses the hashtags #ihave and #iwant to create a simple process of classifieds. I have already mentoned Yammer (which now offers integration with Twitter), and Blellow in earlier posts, which are renditions of Twitter for more niche/enterprise uses, there’s also status.net arriving in a couple of months time.

    In spite of the several ways in which business are using Twitter, and the potential, I actually get worried when such services pop up on a regular basis, because I fear that when each service figures out a revenue model, one door could possibly be closing for Twitter itself. For instance, recently Jeremiah Owyang had a good post on social CRM being the future of Twitter, and within a few days, I read about Salesforce adding Twitter analytics to its CRM offering, and about CoTweet, a part marketing-part CRM tool.

    Twitter hasn’t been idle. From experimenting with advertising on profile pages (for third party and own apps, free for now) to tweaking title tags for better Google results, to hiring a concierge for celebrities (yes, really!) a lot is being done. And there’s also a new homepage design (limited roll out) which gives more prominence for the search function and increases homepage stickiness. It will also display popular trending topics (like in the current search homepage). (Hmm, perhaps one ad every 5 items, I wouldn’t mind that when i search)

    With the new funding, perhaps they have enough money in the bank to wait, watch new services, and incorporate the popular ones into their own functionality, in order to provide a diverse and robust service to all kinds of users.  Twitter is so open ended that it is different things to different people, but I wonder if identifying a few areas that they’d want to develop for revenues is of prime importance now. What I’m worried about is other services staking out potential revenue models, and whether addition of features towards no particular intent might result in everyone else but them making money out of these very features. But hey, maybe they have a plan. 🙂

    until next time, tweet dreams

    PS. the lyrics of the song mentioned in the title 🙂

  • Just Business?

    A few days back, LinkedIn added a feature that I’d asked for the last time I wrote about the service – the ability to add RSS feeds to groups. Depending on the functionality enabled by your group manager in any group, you could add a site/feed that fits the group profile and all the members could benefit. From the comments on the page, there seem to be a few implementation issues. Vijay, who manages the Digital Marketing India group on LinkedIn (the one I most actively participate in) has added a few feeds, but we’re yet to play with it much 🙂

    He also pointed me to this interview with Allen Blue, a LinkedIn co-founder. Allen mentions in the interview that ‘groups’ is the most exciting thing they’re working on now, though they seem to be doing things to limit the functionality of the groups. He also says that (among others) he’s impressed with Ning and Facebook. Will come back to that in a bit.

    I am wondering if this feeds functionality will also be made available to company webpages. For now the pages are pretty impressive, with a whole lot of data being provided. But there are possibilities – like allowing page managers to create an RSS feed of news about the company, which any user could subscribe to and be updated. (a Google alert approach). They could also allow multimedia uploads (haven’t seen any yet) and more interactivity. In short, become the second interface of the company, right after their corporate site – what brands are doing with Facebook fan pages, only on LinkedIn it will be more of a serious interaction.

    Ning has been making waves and I have been seeing a lot of people utilising it to make networks. As of Sep 08, it had 2955000 users and a YOY growth rate of 251% (LinkedIn was right behind at 193%) (via StartUp meme) But (at least) for now, I don’t see it operating in the same space as LinkedIn, since Ning is more on building groups around common interests, and that’s only one of the things LinkedIn does.

    The real action will happen when Xing, the European business network will start deriving some synergy from its recent acquisition – SocialMedian. Towards the second half of 2008, Xing had 7 million users as against LinkedIn’s 12 million, and was making profits. Though I’ve not come across a lot of Xing users in India, even LinkedIn is not an ancient phenomenon here. So there’s definitely time to catch up. Xing has most of the functionality that LinkedIn has, but more importantly has a brilliant resource in Social Median, and its implementation of Facebook Connect. During its acquisition, the then CEO had said that Social Median, with its news gathering (from 19000 sources) and custom filtering was a perfect fit for Xing. I couldn’t agree more. The value it could add to the individual and the groups he/she is part of is tremendous. This is an area that LinkedIn has not fully tapped.

    Meanwhile, the service that I thought might be a good buy for LinkedIn – Yammer, recently announced that Twitter updates can now be imported into Yammer. When I had written about Yammer first, I had mentioned a ‘bridge’ between Yammer and Twitter. This move has solved part of it, for me the more important part is the (filtered) Yammer updates going into Twitter, and come to think of it, LinkedIn. But of course, this is connected a lot with an organisation’s levels of transparency.

    And if all this wasn’t enough, we now have a new player – Blellow. TC called it a Yammer meets LinkedIn meets Twitter entity. Blellow describes itself as a productivity microblog, that  allows users to collaborate, find jobs and solve problems via a Twitter like interface with ‘followers’ and ‘following’, private messaging, @ replies, (the question here is ‘What are you working on?’) Where it differs from Twitter is that updates can go upto 300 characters, users are organised into groups, and there are threaded discussions. One can create a profile, form groups based on projects or interests, ask questions in groups and give ‘kudos’ for answers that help (a rating mechanism), post jobs (for a price), plan meetups..  From the looks of it, its a great niche package for freelancers and people looking for quick help in specific fields, maybe LinkedIn could acquire and scale up? 🙂

    With the personal-professional lines blurring, the Xing-SocialMedian-Facebook Connect association is something LinkedIn should be looking closely at. It either has to get an equally strong partner or develop features and data portability by itself, and perhaps acquire services that complement its own services.

    until next time, mind your business 😀