Share to Connect: Inside Nokia’s Programme to Connect Customer Insight with Business Performance Ming Kwan SBS London,  Ma...
Share to Connect is about  aligning our organisation and the way we work with what we promise as a brand .  Our objective ...
The Framework Nokia guidelines of common social user experiences. Analyze and aggregate customer insights to get the right...
Our Challenge Company Confidential. ©2010 Nokia
Socializer Overview
What is Socializer Nokia Socializer is a  social action framework   that connects  internal and external   consumer intell...
Visualizer Surfaces what people are saying Creates  transparency  around conversations Improve satisfaction and motivation...
Business Value to Nokia <ul><li>By measuring and tracking priority KPIs, we have a clear understanding of our targets and ...
Success Factors Signals: Use ‘nudges’  in design and systems to guide people and drive behaviour change User Experience de...
Thank you   Ming Kwan [email_address]   @mingk
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2011 London SBS | Ming Kwan, Share to Connect

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  • Social brands 100 - #17 http://www.socialbrands100.com/ http://wallblog.co.uk/2011/03/11/top-100-social-brands-revealed-as-dell-nike-and-starbucks-top-table-sb100/ Key elements of social brand: 1) Willingness to listen &amp; Respond; 2) Transparent, authentic behaviour; 3) Create win-win relationships The virtue top social brands of 2010 - # 25 http://vitrue.com/blog/2011/01/07/the-vitrue-100-consumer-electronics-reigned-supreme-in-2010/ Econsultancy 25 brilliant examples of fb brand pages: http://econsultancy.com/uk/blog/6438-25-brilliant-examples-of-facebook-brand-pages
  • Socializer 1 of the deliverables of the Share to Connect framework With Headshift’s help we’ve created a working prototype with some good results that we’ve been testing with our key user groups and stakeholders Not just another portal: Socializer uses data architecture &amp; API to socialize customer intelligence through widgets and mini-apps in Sharepoint, wikis and other key internal systems. Linking our external activities / presences with internal conversations - pull in social media monitoring, internal conversations, signals, data Concept of triage and actions – with Nokia’s scale, danger of flood of sea of info, but not knowing which parts are the most important – analytics platform to identify key insights and actions
  • 2011 London SBS | Ming Kwan, Share to Connect

    1. 1. Share to Connect: Inside Nokia’s Programme to Connect Customer Insight with Business Performance Ming Kwan SBS London, March 2011
    2. 2. Share to Connect is about aligning our organisation and the way we work with what we promise as a brand . Our objective : Maximize the brand’s productivity by turning it into a conversational brand. Transparency, listening and coordination will enable the organisation to gain momentum in an era of exchange. <ul><li>Share to Connect </li></ul>
    3. 3. The Framework Nokia guidelines of common social user experiences. Analyze and aggregate customer insights to get the right actions to the right teams at the right time Derive real-time marketing intelligence by connecting external social media and internal conversations as part of a single Nokia ecosystem Socialize intelligence internally within Nokia to create actionable insights. Encourage a new organisational model through collaboration and rewards Source: 2009 Dachis group SHARE TO CONNECT organisational optimisation
    4. 4. Our Challenge Company Confidential. ©2010 Nokia
    5. 5. Socializer Overview
    6. 6. What is Socializer Nokia Socializer is a social action framework that connects internal and external consumer intelligence to identify actionable insights in real-time , which are surfaced via a social interface and activity streams that encourages Nokia employees to claim actions . social action framework internal and external actionable insights real-time claim actions
    7. 7. Visualizer Surfaces what people are saying Creates transparency around conversations Improve satisfaction and motivation levels by making visible positive sentiment Builds employee morale Better understanding of sentiment and faster id of initiatives and problem areas Provides visibility to management In an increasingly connected industry employees should understand and use the tools Increases adoption and use of social tools Message =) Message =) Message =) N8 nokia love excellent great connection call live city double child beauty feels lovely smooth lorem ipsum amet gaium
    8. 8. Business Value to Nokia <ul><li>By measuring and tracking priority KPIs, we have a clear understanding of our targets and how we can impact them. As a result we can make decisions , take actions and measure results . </li></ul>Business metric Social media analytics Engagement data Impressions (impact on ROI & cost ) Share of Voice Impressions (CPM) Engagement (sum total of engagement interaction) Cost per Engagement (CPE) # of likes, comments, replies Conversion (Revenue € value) Cost per DL & Cost per Sale # of downloads and sales Advocacy Index Word of Mouth tbd Source: Jeremiah Owyang – ROI pyramid & IAB framework Awareness Appreciation Action Advocacy
    9. 9. Success Factors Signals: Use ‘nudges’ in design and systems to guide people and drive behaviour change User Experience design: human  computer interaction Social Experience design: human  computer  human interaction <ul><ul><li>Get data in the hands of people for interpretation </li></ul></ul><ul><ul><li>Empower people to act, provide the opportunity to take responsibility </li></ul></ul>Track progress and measure impact on KPIs Nudges Socialize data Measurement Transparency Social Experience Design
    10. 10. Thank you  Ming Kwan [email_address] @mingk

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