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Sessions at SXSW Interactive 2012 about Customers

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Saturday 10th March 2012

  • And I Am NOT Lying at SXSW: From Basement Burlesque to the Boardroom

    Storytelling is both the second-oldest art form and a hot "new" form of entertainment — thanks to This American Life, The Moth's podcast and live shows, and tons of shows cropping up around the country, storytelling's making a big comeback. It's making a comeback in the boardroom, too. And if we are honest with ourselves, it's just about to join "leverage" in the marketing d-bag's haggard sack of buzzwords. "Leverage storytelling to activate your customers," "learn story techniques," — you're going to hear a LOT of that at SXSW this year.

    You know what you're not going to hear anyone else talk about?

    "What makes a great story?" or "How would I know a good story?"

    Good stories are a little like good porn: you know ‘em when you see ‘em. But we're going to peel that hood back together and examine what makes a story good — and how to amplify and condense that.

    Join an interactive discussion with storytelling experts from across a wide range of disciplines – from NPR's This American Life, NYC storytelling show producers and accomplished solo performers with The Moth, Story Collider, TOLD!, Real Characters, And I Am Not Lying and other shows, as well as an expert in organizational narrative – and hack through the marketing hype to find out what really makes a good story.

    At 11:00am to 12:00pm, Saturday 10th March

    In Colorado, Palm Park

  • Likeable Social Media

    by Dave Kerpen

    Are you using social media the right way in order to grow your brand? By following Dave Kerpen's 18 ways to succeed, your brand can become irresistible in the social media space. Based on his new book "Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& other social networks)" Dave will present how brands can thrive by using social media. You will learn the best ways to use each of the social networks, business success stories, and find out how to apply Dave's advice to your brand. 5 Takeaways for attendees: 1. Best Practices for Facebook, Twitter, YouTube, LinkedIn2. 18 rules to apply to and test your social media strategy3. Why listening and responding is so valuable to brands4. What sorts of content to put out to your audience5. How to be likeable!

    At 11:30am to 11:50am, Saturday 10th March

    In Ballroom G, Austin Convention Center

    Coverage audio clip

  • Does Real Time Data Make Us Better Consumers?

    by Josh Reich

    Real-time data can enslave or set you free. It can also make you dumber. The combination of feedback loops and real-time data can cause great shifts in behavior very quickly. The challenge is to align your interests with those of your users. But real-time data is only useful to customers when it's delivered in the right modality and at the right time and place. Josh Reich of Simple discusses the limits of real-time data and the curation necessary to empower people to make better decisions.

    At 12:30pm to 1:30pm, Saturday 10th March

    In Room 616AB, Hilton Austin Downtown

  • Your Customers on Video Are Your Biggest Asset

    by Justin Nassiri and Winston Wang

    Before any new customer buys your product, they need to trust your brand, and nothing can build credibility better than the testimonials of your biggest fans. But how to best capture and harness your fans’ passion and energy for maximum ROI and impact? Testimonials have graduated: customer and fan-contributed videos offer an entirely new level of authenticity that simply cannot be achieved by the written word. See how Anheuser-Busch teamed up with VideoGenie to launch a creative video campaign during the Super Bowl to drive engagement and connect with new customers and loyal fans. The talk will delve into strategy and execution, including examples of hard data around conversions, site engagement and other direct ROI metrics. It will also touch upon how brands can utilize powerful, user-generated video content to take word-of-mouth marketing to the next level.

    At 5:00pm to 6:00pm, Saturday 10th March

    In Capital Ballroom A, InterContinental Stephen F. Austin

    Coverage slide deck

Sunday 11th March 2012

  • Customers Are Irrational: Stop Fighting It

    by Colin Shaw

    Why do people knock wood for luck? Why do people press elevator buttons 20 times, even though they know it won’t make the elevator come any faster? People are irrational. Why do people love inanimate objects like smartphones? Why do people cry when they see an artist’s work? People are irrational.Who are your customers? Irrational people. So why then do organizations design rational experiences? Emotions comprise more than half the typical customer experience. With the immediacy of information and social media, you must embrace that irrationality and use it to your advantage by building a deliberate experience. Effectively managing and engaging subconsciously with these irrational customers is essential.Join international bestselling customer experience author Colin Shaw as he presents new psychological research that reveals examples of irrationality, the mistakes organizations are making today, and how you can embrace irrationality and build an emotionally engaging experiences.

    At 12:30pm to 1:30pm, Sunday 11th March

    In Capital Ballroom B, InterContinental Stephen F. Austin

  • Roger Dooley Book Signing

    Roger Dooley signs his book ‘Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing’ at the SXSW bookstore.

    At 1:00pm to 1:15pm, Sunday 11th March

    In Ballroom G Foyer, Austin Convention Center

  • Colin Shaw Book Signing

    Colin Shaw signs his book ‘Customer Experience: Future Trends and Insights’ at the SXSW bookstore.

    At 3:00pm to 3:15pm, Sunday 11th March

    In Ballroom G Foyer, Austin Convention Center

  • Customer Experience Meet Up

    by Sean McDonald

    Where is the Customer in Customer Experience? With the democratization of the web, customer experience is consistently a top meme. Now that ordinary citizens have a voice with large brands, what does the future hold for Customer Experience? Get together with other customer experience experts for an hour of brainstorming, idea-buidling, networking, friend-making and career-enhancement. Or, attend this Meet Up to learn more about this segment of the industry -- or if you are looking to hire a customer experience expert for your company.

    At 3:30pm to 4:30pm, Sunday 11th March

    In Boardroom, InterContinental Stephen F. Austin

Monday 12th March 2012

  • Connecting with Your Future Customers, the Net Gen

    by Lane Sutton and Lane Sutton

    Calling all marketers: we know it’s key to know how to reach the brains of the future, the social savvy net generation (the millennials). Millennials influence their friends or “followers” into buying decisions, or “what’s cool”. Actually you may not think so, but teens know marketing very well, and if they like an advertisement or funny commercial – they instantly love the brand and become ambassadors or advocates by promoting it to their friends, and so on. 93% of teens and young adults go online. They consume so much media, almost 11 hours of it a day! Social media plays a big role in where kids spend their time online, so we will use other brands as examples proving how they connect and engage their fans over such networks. We’ll also take a look at current trends and analyze many successful branding and marketing campaigns that are well liked by myself and other kids. Learn the demographics of the future customers, their consumer behaviors, tips to implement for any business along with best practices, what millennials expect from businesses like authenticity, how they interact with brands, & why they like marketing campaigns. Learn all of this from a 14-year-old with an innate sense of social media and technology offering an unusual, unique perspective.

    At 4:15pm to 4:30pm, Monday 12th March

    In Room 10AB, Austin Convention Center

  • Don’t Build a Power Glove: Talk to Your Users

    by RJ Owen

    “Throw away your joysticks, kids,” began the 1989 article of “Design News” praising that year’s must-have Christmas accessory: the Power Glove. At the time it seemed as if traditional video game controllers would soon be a thing of the past.But the Power Glove was anything but a success. While it was a design and technology coup, coolness is unfortunately a poor metric for product success. What the Power Glove lacked was customer insight. During the technology and design crunch nobody stopped to ask, “How is this device for playing games? Do people want to use it?” Thus, the teams rushed blindly into building the wrong thing.Customer insight is the most critical piece of the application and software creation process. You can build something sweet, but if nobody uses it you’re left with little more than a colossal waste of time, effort and money. On the flip side, customer insight applied to the process can result in more customers, increased market share and a better ROI.

    At 5:00pm to 6:00pm, Monday 12th March

    In Ballroom BC, Austin Convention Center

Tuesday 13th March 2012

  • Gen Y&Z Expectations to Transform Customer Exp

    by Al Nevarez and Adam Edmunds

    Today’s customer is complex, but tomorrow’s will be even more difficult to understand, communicate with, support and please. Tomorrow’s customer will be used to an always-available ecosystem of online, mobile, and social media feedback channels, and will expect and demand fast responses. They will have a seeming “A.D.D.” mentality and businesses need to be ready. Listening to customer will change; surveys will become a hidden dialogue, communication channels will change and what customers expect from a company will change dramatically. Adam Edmunds and Al Nevarez will share best practices from leading edge companies today, and those who will pioneer this important area tomorrow. This session is sponsored by Allegiance.

    At 11:00am to 12:00pm, Tuesday 13th March

    In Salon FG, Hilton Austin Downtown

  • Are Free Customers Better Than Captive Ones?

    by Doc Searls

    It is standard in business to talk about "acquiring," "capturing," "locking in," "owning" and "managing" customers as if they were slaves or cattle.In the Internet Age, shouldn’t we be free to set our own terms, control our own data, and even state the prices we are ready to pay—outside of any company's silo? And haven't free customers been a promise of free market as well as the Internet from the start?Doc Searls says yes. Doc co-authored The Cluetrain Manifisto, and his new book, The Intention Economy: When Customers Take Charge — due out in May 2012 from Harvard Business Review Press. He has also been working since 2006 with developers on tools for customer liberation, through ProjectVRM at Harvard's Berkman Center for Internet & Society.Some of those tools are now coming to market. But will they prove out? In "Are Free Customers Better Than Captive Ones?" Doc tackles that question and invites many more. Bring your own to what will prove to be a highly interactive session.

    At 3:30pm to 4:30pm, Tuesday 13th March

    In Salon C, Hilton Austin Downtown