Making Your Business More Social

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Workshop on making your business more social to small business in the municipality of Stonnington, Melbourne, 13th November 2012

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Making Your Business More Social

  1. 1. ••••
  2. 2. ••
  3. 3. Social Media 101
  4. 4. • – –• –
  5. 5. • •Social Media 101
  6. 6. “ ” • • • • • •
  7. 7. ••••• Social Media 101
  8. 8. •••••
  9. 9. www.ge.com
  10. 10. ••
  11. 11. • •• •• •• •• Social Media 101
  12. 12. ••••••
  13. 13. CollaboratingListening Talking Supporting and Engaging http://www.socialmediaexaminer.com/9-small-business-social-media-success- stories/
  14. 14. www.sproutsocial.com
  15. 15. Can I use social media to listen more effectively?
  16. 16. Where?What?
  17. 17. • – • •Social Media 101
  18. 18. http://www.symphony3.com/_blog/Online_Business _Strategy_And_Digital_Marketing/post/Social_Med ia_Guide_Infographic/https://www.facebook.com/lens.of.a.farm.girl
  19. 19. How can I present content to my stakeholders that delivers value?
  20. 20. ••••
  21. 21. ••••
  22. 22. Can we use social media toprovide improved support at less cost?
  23. 23. www.uservoice.com
  24. 24. Can we collaboratewith and energise our customers?
  25. 25. www.centraldesktop.com
  26. 26. www.yammer.com
  27. 27. •••
  28. 28. Are we listening, talking, supporting and collaborating as well as we should be?Listening Talking Supporting Collaborating
  29. 29.
  30. 30. ••••
  31. 31. People Needs Who are you Serving? Where are they? What are they doing online? What drives them to engage with you? Customer Customer Customer Customer Employees Employees Segment A Segment B Segment A Segment B Mission Vision Why We Exist Strategic Goals Core Values New customers Improved Customer Service Financial Profitability More $ per customer Lower Customer Churn Lower Costs More Efficient Processes How We Do It Communicate Make (Services delivered) Talking / Informing Engaging / Energising Supporting Activities Listening Supporting Building Blocks People Data and Information Standards 41 and Policies Technology Finance Leadership Customer interactions Culture database Social Media Policy (Tools) (Budget) Skills +Training Response GuideChange management Analytics Risk Mgmt

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