1. EMERGING TRENDS IN CONSUMER BEHAVIOUR KEVIN WOOD AUTUMN REID

2. WEB 2.0 Second generation of web-based communities Collaboration and sharing between users Changes in the ways software developers and end-users use the web as a platform

3. NOT JUST GEEKS

4. EXAMPLES Ebay Craigslist Wikipedia MySpace Google iTunes Blogs YouTube

5. Customer Engagement The engagement of customers with one another, with a company or a brand Engagement can be either consumer- or company-led and the medium of engagement can be online

6. Customer Engagement Customer Engagement aims at long-term engagement, encouraging customer loyalty and advocacy through word- of-mouth Customer Engagement is the best measure of current and future performance

7. Customer Engagement Customer Engagement enables organizations to respond to the fundamental changes in customer behaviour that the internet has brought about

8. BLOG USERS

9. Customer Engagement The behaviour of customers that engage in online communities revolving, directly around product categories (cars, beer) and other consumption topics. It details the process that leads to a customer’s positive engagement with the company or offering, as well as the behaviours associated with different degrees of customer engagement.

10. WEB 2.0

11. Short Message Service (SMS) Often called text messaging, is a means of sending short messages to and from mobile phones.

12. CRACKBERRY

13. SMS Usage

14. SMS Over 90% of text messages are read by recipient Personal, instant link between you and the consumer Connect with consumer at the right place, at the right time 18-29 year old consumers use text messaging more often than voice to communicate. When given a choice 39% of US consumers — 76 million people — prefer text messages to radio or TV advertising; however, only 3% of most marketing campaigns currently have a text component.

15. How Can We Use SMS Holding an event on the weekend - you could send a reminder, while many of your guests are away from their computer, to their mobiles - it might say "pick up your tickets from..." A real estate agent, you can sms that there is an open day at Smith Street in 2 hours A life coach - your client may like some positive reminders to keep them on track Wanting to remind clients of their appointments. A stockbroker, to let some clients know when a particular stock reaches a certain price. Wanting to let clients know their goods, order, car, etc are ready to be picked up

16. How Can They Use SMS Consumers can text for more information on products Customers can text to book appointments or reservations Customers can text to win in contests

17. SMS Marketer

18. ?s