In conversation with Jeremiah Owyang
I had the pleasure of meeting Jeremiah Owyang (@jowyang) last week, partner at social business and technology advisory firm Altimeter. I’ve always been a big fan of Jeremiah’s work, so it was a real privilege to hear some of his thoughts on the future of social business and technology. It’s fair to say that when we launched Headstream in 2006 it was the forward thinking from people like Jeremiah that helped support our idea that social was going to be big! Here are five key-points I took away:
Open will beat closed
The business models that will thrive are those which “work with the internet rather than against it”. Jeremiah believes that “open will win” and cited as an example Altimeter itself, which makes all its research openly available, compared to other research firms that charge for access. He sees Altimeter’s business model, which gains its revenue from follow-on advisory fees, as more sustainable than the paid-for content model.
“Make the market your marketing department”
By adopting an ‘open’ business model, distributing content widely, and providing individuals with the tools to link back to your content, the entire market can become your marketing department. A business like GiffGaff is a good example of a company where the customers are working for it in this way. (GiffGaff ranked highly in Headstream’s Social Brands 100 listing, published in March)
URLs will go away
As we enter the era of the social web i.e. an internet built around people rather than machines, the traditional architecture of the internet will change radically. Jeremiah sees a future where “corporate web pages go away, URLs go away, search as we know it goes away. We will know so much about customers that we won’t need those things. Data will be used so well that we can predict and anticipate what the market wants.”
Europe vs. the U.S
Jeremiah had two observations. First, Europe is 24 months behind the U.S. when it comes to adopting social business practices, and second, Europeans are much more decorous when it comes to conversations on Twitter, in the U.S. the Twitter ’noise’ is much greater!
Teaching people to shout
If you respond to unhappy customers on Twitter without a co-ordinated and in-depth social CRM strategy in place, you are simply “teaching them to shout at you some more”. Only those companies that are prepared to introduce a service culture throughout the organization e.g. Zappos, will be able to handle customers successfully. Jeremiah is wary of any company that says it wants to undertake social CRM if the executives aren’t prepared to get personally involved.
These are a few highlights from a wide-ranging and excellent conversation over a lunch organized by Neville Hobson @jangles, and supported by Dell’s Kerry Bridge @kerryatdell. Many thanks to them for making it happen, and to the other guests @sheldrake, @benjaminellis, @jas, @abigailh and @sophiebr, who made it such a great conversation. Lovely photo here.