2009 Social Media Predictions

Peter Kim organized fourteen big thinkers in social media to share our thoughts on what 2009 may have in store for us.  

You can download the full PDF here.

Here's some of what we're thinking:

• "Although it is now cheaper to launch an initiative leveraging Web 2.0 technology - it requires qualified and passionate people to make them successful." - David Armano
• "You may not always start the year as a leader, but you can certainly finish it that way." - Rohit Bhargava
• "Intimacy touches emotion; emotion powers conversation." - Pete Blackshaw
• "Doors are going to close all over the social web. Why? Because the money didn't come the way people thought it would." - Chris Brogan
• "The tipping point has not only *not* been reached, but could still tilt *away* from Social Media." - Todd Defren
• "There's a lot of fixing that needs to be done." - Jason Falls
• "Dwindling budgets suddenly make low-cost social media look like the pretty girl at the ball." - Ann Handley
• "We're going to develop a set of better metrics to help guide, direct and validate 'commitment'." - Joseph Jaffe
• "The movement is rooted in a desire to have quality, not quantity, as people cocoon in the face of the economic crisis." - Charlene Li
• "After a pre-qualifying wrestling match..." - Ben McConnell
• "These will be cumulative events and interactions that will build brand loyalty for the companies that pay attention to them." - Scott Monty
• "The recession will force revenue results out of social technologies." - Jeremiah Owyang
• "Suddenly, being Facebook friends with your mom will seem less ridiculous than following 4,000 strangers on Twitter." - Greg Verdino

Here are my personal predictions:

1. Customer Satisfaction Uprising
   With money tight and tensions high,consumers will not tolerate bad
   service. They will flip out, very publicly, using social media.
2. Companies Will See The Light
   One at a time, big companies will have their "Dell Moment" and wake
   up to the power of investing in earning great word of mouth with
   one-on-one attention to the community.
3. Love Beats Money
   People will rally to support companies they love when hard times hit (remember the people who sent cash to Southwest after 9/11?). Companies that focus on earning love will thrive during hard times, and kick ass when good times return.

Comments

laurent said... (Dec 15, 2008 8:32:34 PM)

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I'm willing to bet that small companies will wake up sooner than big ones. Social media really requires big company to change their culture and ways of doing things. They're like a super tanker that takes 20 miles and 2 hours to turn ;-). Smaller ones just need 1 yard and 1 second for the same result ;-). That's what I see with some of the customers I interact with; they get it, their blog doesn't suck as much as most of the big corp blogs (exceptions exists), they participate. They understand they have to be with their communities and now they have a unique opportunity to do so with social media.

Lois Geller said... (Dec 19, 2008 8:27:47 AM)

I agree that "love beats money"...and somehow the brain trusts at corporations don't really get that idea.
They throw lots of budget into their advertising, and much less into our areas of CRM, and then little into the Customer Service pot.
Yet, that's where the repeat (and valuable customers) live. I took my car in for service this week, and again was dealing with my "rep" who is surly, impatient, and just doesn't have time for the "likes of me".
Will I buy another Lexus? No. I love the car, and the soft feel of the drive, but the service has been really nasty (though I bought the big package). It's a shame.
Maybe this new economy will make top corporate executives...take a look at their bottom lines and figure all this out!