An overview of a changing business world and why social media has a role to play in helping to re-build trust.

1. How can we do
better business?

2. Eist le fuaim na habhann
agus gheobhaidh tú breac
Listen to the sound of the river and you
will catch a fish - declining trust of
businesses is presenting opportunities to
connect with customers in new ways -
through conversations
www.flickr.com: weaselmcfee

3. Eist le fuaim na habhann
agus gheobhaidh tú breac
Listen to the sound of the river and you
will catch a fish - declining trust of
businesses is presenting opportunities to
connect with customers in new ways -
through conversations
www.flickr.com: weaselmcfee

4. The past few decades dominated by
market growth - chasing ever improving
profitability and growth - with market
pressures on corporations - excessive
growth in property valuations

5. But things have changed - with a rapid
decline in trust (ref. Edelman Trust Barometer)
Cc: theimpressionist10@co.uk

6. Declining trust ....

7. .... of banks and business
Cc: megapiksel

8. .... and Government

9. At the same time, we’ve lost much of
what was valued and trusted - the
demise fuelled by scaling businesses,
chasing economies of scale and growth Cc:art crimes

10. Dealing with customers, has become
another cost to be contained through
use of technology, sometimes at the
expense of customer experience
! jonrawlinson

11. But we do still trust our friends and
peers and will increasingly turn to them
for recommendation and referral

12. But people are inherently sociable and
continue to spread the word...

13. ....to recommend and voice opinion
www.flickr.com: bovinity

14. ..they are more informed and can be
demanding

15. Media is changing, with huge
fragmentation and reduced attention

16. And newspapers get less audience

17. Consumer can be less receptive and
believing of marketing messages
www.flickr.com: brymo

18. So what will happen to advertising?

19. The internet has enabled people to
become informed and keep in touch
across the globe
www.flickr.com: 708718

20. Local commuities rely less on the
church and the pub, but don’t make the
most of the Internet to help keep in
touch and build their community
www.flickr.com: macieklew

21. Peoples concern about the planet...

22. ..and the environment, does not get the
attention and commitment of
Government
www.flickr.com: mike138

23. .But social media offers business a new
way of engaging customer - through
conversations

24. The starting point is to set their goals...
to sell, support, listen or build reputation
Cc: keylosa

25. Start with designing the approach ...
(long story stole from Tom Peters, about
the naturally designed efficiency of the
termite mound)
Cc: g-hat

26. with a splash of creativity

27. The internet offers a rich means of
listening to consumers needs, attitudes
and concerns
www.flickr.com: sfllaw

28. or a way to promote and sell
Cc:cleverdame107

29. offer great, personable support
Cc:eco-photography

30. whilst building credibility and reputation
Cc: Tim Bradshaw

31. So can we re-create the openess of the
marketplace?

32. With the intimacy and trust of the local
shopkeeper?
Cc:jaqian

33. By having lots of conversations?

34. to do better business!
Cc: Thai Jasmine

35. @campbellscott
campbell@igopeople.com