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Open Social Media: Where we tell it like it isOpen Social Media EducationA Captive Touch InitiativeHost: Sherry Nouraini  ...
Open Social Media: Where we tell it like it isPlease Help Spread the Education• Use the Hashtag #opensm• Tweet the tips yo...
Open Social Media: Where we tell it like it isTopic of Our Workshop Today  What Does it take to be a      Social Business?
Open Social Media: Where we tell it like it isWhat does it mean anyway?• Fundamentally change the way you do  business• In...
Open Social Media: Where we tell it like it isWhat do I mean by a new mindset?• Traditional sales and marketing:   How ca...
Open Social Media: Where we tell it like it isHow steep is the curve?It depends on the size and stageof your business.
Open Social Media: Where we tell it like it isHow steep is the curve?• Before conception: They have it best   Set aside s...
Open Social Media: Where we tell it like it isHow steep is the curve?• New business/startup:   Short on cash/staff   Sho...
Open Social Media: Where we tell it like it isHow steep is the curve?• Solopreneurs:    You are the product, or an affili...
Open Social Media: Where we tell it like it isHow steep is the curve?• Established small business with  employees (up to 1...
Open Social Media: Where we tell it like it isHow steep is the curve?Big business:  • They have the steepest curve  • Inve...
Open Social Media: Where we tell it like it isBig or small business:  •Caution: Don’t hire a social media specialist,   an...
Open Social Media: Where we tell it like it isWhat will your business operations look like:Example #1:  1. Customer Servic...
Open Social Media: Where we tell it like it isWhat will your business operations look like:Example #2:  1. Community manag...
Open Social Media: Where we tell it like it isFinal tips, examplesPutting short-term gain before serving well:“ We know ac...
Open Social Media: Where we tell it like it isFinal tips, examplesInvesting in your customer’s education:Pfizer has develo...
Open Social Media: Where we tell it like it is  Did you like what you heard?      • Please +1 and share the video• Want to...
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Socialbusiness

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This slide show is part of the Open Social Media Initiative.

Do you know what it means to be a social business? Do you know the steps to take to get there? This slide show will show you how, with examples.

Published in: Technology, Business
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Transcript of "Socialbusiness"

  1. 1. Open Social Media: Where we tell it like it isOpen Social Media EducationA Captive Touch InitiativeHost: Sherry Nouraini Founder/President Captive Touch
  2. 2. Open Social Media: Where we tell it like it isPlease Help Spread the Education• Use the Hashtag #opensm• Tweet the tips you hear•Questions? Ask on my G+ profile
  3. 3. Open Social Media: Where we tell it like it isTopic of Our Workshop Today What Does it take to be a Social Business?
  4. 4. Open Social Media: Where we tell it like it isWhat does it mean anyway?• Fundamentally change the way you do business• Incorporate social interactions and data from social channels in every aspect of your business• Fundamentally change your mindset about why you do what you do.
  5. 5. Open Social Media: Where we tell it like it isWhat do I mean by a new mindset?• Traditional sales and marketing: How can I influence people so they would buy from me?  Focus on getting paid• Social sales and marketing: How can I communicate with people so I can serve them better, and be fairly compensated?  Focus on serving
  6. 6. Open Social Media: Where we tell it like it isHow steep is the curve?It depends on the size and stageof your business.
  7. 7. Open Social Media: Where we tell it like it isHow steep is the curve?• Before conception: They have it best Set aside some of your seed money and hire a good social media strategist. Build social components into your new concept. Caution: Being active in social media channels does not mean you know how to use it to build your business.
  8. 8. Open Social Media: Where we tell it like it isHow steep is the curve?• New business/startup: Short on cash/staff Short on time  Invest in a good social media strategist who is also willing to provide industry-specific training  Be laser focused Networking, Market research and Raising capital should be your main focus  Keep customer issues in help forum and be responsive
  9. 9. Open Social Media: Where we tell it like it isHow steep is the curve?• Solopreneurs:  You are the product, or an affiliate  Short on staff (maybe on cash, depends)  Invest in a social media strategist  If implementation of the strategy is too time consuming, consider outsourcing  Caution: It’s different from hiring an accountant, you need to stay involved  Think of it as bringing in a business partner
  10. 10. Open Social Media: Where we tell it like it isHow steep is the curve?• Established small business with employees (up to 100):  It’s a whole new ball game!  Invest in a good social media strategist  Develop a social media policy  Train your employees, all of them  Invest in a community manager, either hire or outsource  Meet with your community manager regularly, and have them give your employees periodic training
  11. 11. Open Social Media: Where we tell it like it isHow steep is the curve?Big business: • They have the steepest curve • Invest in a good social media strategist (senior level) • Create a social media policy • Train all employees, from CEO to shipping and handling • Get together Leaders of each department and create a plan to implement your strategy • Modify your org chart. No more isolated departments.
  12. 12. Open Social Media: Where we tell it like it isBig or small business: •Caution: Don’t hire a social media specialist, and isolate them into their role • Hold regular social media training for your employees:  Case studies for other businesses  Equivalent of a Journal Club  Case studies for your own company  Learn from your own experiences
  13. 13. Open Social Media: Where we tell it like it isWhat will your business operations look like:Example #1: 1. Customer Service Rep (CSR) detects an unhappy customer via SM listening tools (product delivered damaged) 4. CSR responds assuring they’ll take care of the issue 6. CSR feeds information to product and shipping manager of the issue 8. A new shipment is sent, customer is notified publicly that their issue has been addressed 10.Customer is happy, raves to friends about good service, sales go up!
  14. 14. Open Social Media: Where we tell it like it isWhat will your business operations look like:Example #2: 1. Community manager detects a conversation from a customer who says: “I wish product X had feature Y” 4. Community manager notifies product manager of the conversation 6. Product manager works with team to add feature Y 8. Community manager notifies the user that the feature is now available b/c the company listened • User is happy, tells their friends, sales go up
  15. 15. Open Social Media: Where we tell it like it isFinal tips, examplesPutting short-term gain before serving well:“ We know accumulating irrelevant Facebookfans is useless, but we do it because that’swhat the customer wants”Don’t forget your competitive advantage:Pfizer trying to recruit patients for a clinical trial fora drug that really had to added value to what isalready availableJust because you build it, and they come, doesnot mean they’re going to buy.
  16. 16. Open Social Media: Where we tell it like it isFinal tips, examplesInvesting in your customer’s education:Pfizer has developed a website focused onAging, and improving quality of life in generalwww.getold.com I’ll share screen to demonstrate.
  17. 17. Open Social Media: Where we tell it like it is Did you like what you heard? • Please +1 and share the video• Want to be notified about future workshops? • Would you like to give us your feedback? Please answer this short survey: http://bit.ly/feedback_socialbiz • Please ask questions
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