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Commerce bank st louis solutions series april 2012

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  • The business climate is like the weather in St Louis – fast changing, surprising, unpredictable.
  • Social means your employees will have a greater influence on the company’s success
  • Social means your employees will have a greater influence on the company’s success
  • Track growing concern levels for an issue, topic or product feature See the “unknown unknowns” and measure their potential impact Avoid concerns before they spiral out of control

Transcript

  • 1. Managing in a Wired World24 April 2012Linda LockePrincipal
  • 2. One word describes the businessenvironment in 2012Risk is predictable, if….• You know your stakeholders• You understand what drives their perceptions• You are aware of their values• You listen to them FLUXReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
  • 3. Look at what’s changed recently Facebook Blockbuster Borders KodakReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
  • 4. Not just another garden-variety TulipMania bubble… Startups valued at $200MM + Facebook LinkedIn Airbnb Dropbox Spotify Gilt Groupe Flipboard Foursquare Rovio Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
  • 5. Look at what’s changed recently Five years ago three companies controlled two-thirds of the smart phone market: Nokia, RIM, Motorola
  • 6. You can mine the informationenvironment By carefully dissecting relevant, credible social media, you can create direct and indirect experiences with stakeholdersReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
  • 7. Listening: The key to preventing,mitigating riskStakeholder experiencesCorporate initiatives and messagingThird party conversationsReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: Tony Sardella
  • 8. Myths of social mediaAll it takes is a Facebook page to become socialHiring one kid means you have a social presenceYour intranet makes the organization collaborativeReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: Forbes March 2012
  • 9. It’s not about likes, hits, or followers It’s about strategy, culture, technology Social Business Maturity Model Personal Experimental Participating Strategic 60% 30% 9% 1%Ad hoc Awareness Integrated OptimizedReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: Forbes Mark Fidelman March 2012
  • 10. Social business framework for theoptimized 1% People Governanc Initiatives e InfrastructureReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: Forbes Mark Fidelman March 2012
  • 11. It’s about employees having a greater impact on your successReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
  • 12. Secrets of the successful socialorganizations• No retribution: Empower employees to experiment• Make subject matter experts your heroes• Enlist your partners, suppliers• Align the organization to communicate, collaborate• Connect with thought leaders• Get tools to listen• Think about mobilityReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
  • 13. Getting started• Understand the landscape: what is beingsaid about you now• Create a virtual team to identify initiatives• Think about what stakeholders expect• Personalize bios, photos• Customize for areas like customer service• Listen, understand, engageReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
  • 14. Key steps in acting social • Determine • Link to drivers for business each group strategy • Identify • Build internal emotions collaboration • Map channels • Engage with with impact stakeholders • Identify • Communicate activities what matters causing riskReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
  • 15. Case study 1: Examining theperceptions of all stakeholders …Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
  • 16. Case study 1: Diagnosing a problem• Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24 Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
  • 17. Case study 2: Understanding impact ofan eventReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
  • 18. Case study 3: Impact of marketinginitiatives Commercials Privacy Boat safety videoReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
  • 19. Case study 4: Finding risk• Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24 Banking Fees Consumer DebtReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
  • 20. Case study 5: Finding influencers• Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
  • 21. Case study 6: Understandingemotional connectionMedia AnalyticsReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
  • 22. Case study 7: Applying social media to business strategyReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
  • 23. Rx for success in the social world Risk is predictable, if…. • You know your stakeholders • You understand what drives their perceptions • You are aware of their values Behave well; Communicate • You listen to them what mattersReputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
  • 24. We help you understand whetheryour company is trusted, andwhat you should do next.Corporate reputation consultingStrategyMeasurementInternal AlignmentSetting the Risk AgendaCreating the Reputation PlatformExternal EngagementStrategic CommunicationsCrisis ManagementExecutive CommunicationsReputation Planning, StaffingCorporate Responsibility/Citizenship
  • 25. Thank you.Linda LockePrincipalLinda.Locke@ReputareConsulting.comTwitter: Reputationista