2011 London SBS | Ming Kwan, Share to Connect

Share to Connect: Inside Nokia’s Programme to Connect Customer Insight with Business Performance Ming Kwan SBS London, March 2011

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.
Share to Connect

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

Socializer Overview

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

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

Business Value to Nokia
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 .
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

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
Get data in the hands of people for interpretation
Empower people to act, provide the opportunity to take responsibility
Track progress and measure impact on KPIs Nudges Socialize data Measurement Transparency Social Experience Design

Thank you  Ming Kwan [email_address] @mingk

2011 London SBS | Ming Kwan, Share to Connect

by Dachis Group on May 19, 2011

Accessibility

Categories

Tags

Upload Details

Usage Rights

Statistics

2011 London SBS | Ming Kwan, Share to Connect — Presentation Transcript