We Should Be Asking
1. What is our business goal?
2. What do we want our audience
and customer to do to help us
achieve our goal?
3. What is our customer’s or
audience’s native behavior?
4. How do we use our social
business to co-opt this
5. How do I do all of this?
Native behavior … is transforming the way employees
work by eliminating barriers to collaboration,
improving customer engagement, and accelerating the
flow of information and ideas.
Connect on the customer’s
terms to make more simple
more likely than
those in the to
you if it’s simple
B2B buyers have
less time to
social media to
How can we leverage our knowledge and
expertise to partner with our customers to help
them identify their challenges, frame their
solutions and move toward closure.
How can we leverage our cross-function and
cross-organizational resources to reach more
customers, relevantly engage with them and
accelerate the sale?
77% of IT & business leaders say their
organizations use enterprise social
82% using already social collaboration tools
say they want more!
More! More! More!
By fully implementing social technologies, companies have
an opportunity to raise the productivity of interaction
workers—high-skill knowledge workers, including
managers and professionals—by 20 to 25 percent.
3 ideas to to transform a customer service touch points
into a business opportunity using content and social media
• What is your goal?
• How are you going to use social media, content and your team?
• What do you want people to do?
• What does success look like?
Senior Director, NA Social Media Marketing
1. One-way sign.
2. Left hand. http://geogee.wordpress.com/2012/11/05/the-pros-and-cons-of-being-left-handed/
3. Elevator. http://bronxbanter.arneson.name/wordpress/wp-content/uploads/2009/04/img_0207.jpg
4. Texting while driving. http://www.bryanterrill.com/wp-content/uploads/2013/10/Texting-while-driving.jpg
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