With executive support, Adobe formalized a CoE whose mission is to “enable more coordinated and strategic social media initiatives across the company.”
Hub and spoke, mulitple hub and spoke
http://www.cio.com/article/690556/The_Inside_Scoop_on_Nationwide_x2019_s_Social_Networking_ProjectIn 2007, Nationwide decided they must redesign company-wide from the bottom upIncrease collaboration & communicationChange the way management & employees interactFlatten hierarchiesLeadership now holds regular online meetings via on-demand feedsIncrease the knowledge-flow Maintain scale and influence in the marketDeliver neighborhood experience to policyholders
Growth of users went from the dozens to the thousands within 2 months. Executive leadership were the first users. Word of mouth is what has been driving the growth. Leadership adoptionEarly adopter (employee) comfortWOM, spread adoption rapidlyNearly half (15,000) of Nationwide’s 33,000 employees are on the platformEmployees and leadership communication continues to improveGreater dialog, collaboration, transparency, product/ process innovation Agents are able to leverage employees and leadership to provide quick response for customersReduced costs, increased engagementReplaced 3-hour employee meeting with online meet-ups where more employees are interacting, asking more questions, discussing more topicshttp://talentminded.com/retain-talent-by-being-a-social-company/
Consumers will have many choices in their journey, much how this times square experience overwhelms but gives buyers options. This same experience will happen digitally for consumers, even in their homes.
 http://www.facebook.com/americanexpress?sk=app_216352075054740This is our most current example, having launched in July of 2011. This is the first time a major brand is using deep social meta data to create insights to deliver better products to their customers. AMEX customers link up their cards and based on their social interests - AMEX extends the play of their brand to offer deeper, more relevant brand connections. How the case study goes in the scheme of success or not remains to be seen. AmEx’s new application, “Link, Like, Love,” uses a cardholder’s Facebook interests, including “likes” and “check-ins” in order to offer only the most relevant and convenient discounts. Again, it is about the free sharing of information. In this case, users are OPEN about what they’re interested in, and American Express’s interests are best served when they give their customers the BEST EXPERIENCE POSSIBLE. This includes harnessing all the DATA AVAILABLE.August 11, 2011 (Updated Nov. 16, 2011)#financial #regulated#facebook#innovate #learn#jon #jaimy#DCJ
1 The State and Future of Social BusinessMay 15, 2012WebcomJeremiah OwyangIndustry Analyst