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  • 1. 215-948-2012 TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
  • 2. Business Objectives ★ Shift internal and/or external sentiment ★ Reduce customer service costs ★ Increase leads ★ Increase sales ★ Improve collaboration and innovation ★ Attract top talent TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
  • 3. Solutions ★ Use listening software to proactively engage audience ★ Provide social customer service and forums to reduce call volume ★ Activate marketing and subject matter experts to create compelling lead generation content ★ Design web based resources to shorten sales cycle ★ Connect teams with internal social networks TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
  • 4. Challenges ★ Do we have leadership buy-in? ★ How will we spur adoption and engagement? ★ Do we have the budget? ★ Do we have gaps in necessary talent? ★ Are we bound by regulations or compliance? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
  • 5. Implementation ★ Build strategy ★ Create policy ★ Provide training ★ Establish ★ Install timelines and milestones and setup technology ★ Communicate ★ Define goals and expectations to internal teams Metrics and KPIs TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
  • 6. Assess and Adapt ★ Review metrics ★ Identify “star players” ★ Catalog ★ Identify best practices breakdowns ★ Encourage continuous feedback TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
  • 7. Assessing Culture ★ Is leadership involved? ★ Are we ready for transparency? ★ How ready is our staff for adoption? ★ How easily can we flatten the organization? ★ Is there a “land grab” inside the company? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
  • 8. Assessing Technology ★ How ★ What do we currently communicate? does collaboration look like now? ★ How are we listening for feedback inside the company? ★ How are we tracking feedback inside the company? ★ Does our CRM allow us to really KNOW our customer? ★ Are our systems mobile-ready? ★ Do our technologies “talk” to one another? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012
  • 9. Assessing Process ★ Do we have a strategy? ★ So we have a policy? ★ Does our strategy and policy take into account regulations, guidelines, and compliance? ★ Can everyone answer: “How do Social Communication affect your job?” ★ What happens when _______? TRUE VOICE MEDIA // www.truevoicemedia.com // twitter: @truevoicemedia // 215-948-2012