Social Media, CX, and Lessons From Working With Steve Jobs: LiveWorld’s Peter Friedman on Marketing Smarts [Podcast]

Social Media, CX, and Lessons From Working With Steve Jobs: LiveWorld's Peter Friedman on Marketing Smarts [Podcast]. Fully 97% of Americans use a texting app on their smartphones at least once a day (Pew Internet). Peter went on to found social content marketing company LiveWorld in 1996. Here are just a few highlights from my conversation with Peter: Messaging will revolutionize marketing and customer experience (07:33): "By [messaging], I mean messaging applications like Facebook Messenger, WhatsApp, WeChat, which are pure-play dialogue messaging applications that are expanding into a full-blown ecosystem. And then we have social media, which is really a dialogue medium, but many, many brands keep using it as a broadcast medium, which is not the right way to do it.... "And now we're moving into...the age of messaging, where these applications that are designed at their core for people talking to each other are becoming the biggest digital ecosystems in the world. Even Mark Zuckerberg says that messaging will be bigger than social networking.... As this happens, brands are going to have to learn to do customer service and marketing and insight through conversational media form rather than just throwing things at people and talking at them instead of with them." The market's finally come to our expertise! They'd say...'here's how you can create a post and really smoothly at scale put it across multiple channels—Facebook, Twitter, Instagram.' How [technology] is designed and how you use it makes a big difference." This marketing podcast was created and published by MarketingProfs.

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Fully 97% of Americans use a texting app on their smartphones at least once a day (Pew Internet). Messaging is quickly becoming the communication channel of choice for consumers, so brands and marketers could use a refresher course in the art of conversation.
One person helping companies to make the leap to messaging is Peter Friedman, former vice-president of Apple Internet Services, and group manager of product marketing at Atari. Peter went on to found social content marketing company LiveWorld in 1996.
I invited Peter to Marketing Smarts to discuss social media and customer experience (CX) for brands, and to share lessons from his time with Apple and Atari.
Here are just a few highlights from my conversation with Peter:
Messaging will revolutionize marketing and customer experience (07:33): “By [messaging], I mean messaging applications like Facebook Messenger, WhatsApp, WeChat, which are pure-play dialogue messaging applications that are expanding into a full-blown ecosystem. We have traditional broadcast messaging in advertising and PR and digital. And then we have social media, which is really a dialogue medium, but many, many brands keep using it as a broadcast medium, which is not the right way to do it….
“And now we’re moving into…the age of messaging, where these applications that are designed at their core for people talking to each other are becoming the biggest digital ecosystems in the world. Already, the top four messaging applications are bigger than the top four social networks. Even Mark Zuckerberg says that messaging will be bigger than social networking…. As…

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