Leveraging Social Media for Alliances

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Leveraging Social Media for Alliances
Case Studies and examples by Mzinga

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Transcript

  • 1. Leveraging Social Media for Alliances
    Mike Merriman
    Mzinga
    Mmerriman@mzinga.com
    @MerrimanMzinga
  • 2. Company overview. (The 36,000 ft view)
  • 3. IntroducingMzinga OmniSocial
    Key Highlights
    Platform & Infrastructure
    • Cloud Deployment
    • 4. User-Friendly Control Panel
    • 5. Self-Service Integrated Apps & Widgets
    • 6. Configurable Branding
    • 7. SaaS architecture enhancements
    Applications
    • 30 powerful Apps
    • 8. 40+ widgets
    • 9. Facebook Sharing
    • 10. Mobile Apps
    • 11. Robust App Enhancements
    Reporting & Analytics
    • Social Analytics Dashboard
    • 12. Content Topics & Trending
    • 13. Engagement, Influence, & Trends
    • 14. User Reputations
  • Mzinga Social Business Solutions
    • Social business outsourcing
    • 15. Indirect revenue streams
    • 16. Developer networks
    • 17. Listening & engagement
    • 18. Brand building
    • 19. Demand generation
    • 20. Social commerce
    PartnerExperience
    Brand Experience
    Employee Experience
    Mzinga Social Business Ecosystem
    • Engagement & collaboration
    • 21. Satisfaction & retention
    • 22. On-boarding & recruiting
    • 23. Social learning
    Customer Experience
    • Streamlined client acquisition
    • 24. Customer engagement
    • 25. Loyalty & retention
    • 26. On-demand support
    Mzinga, Inc. Confidential
    4
  • 27. Problems we help solve.(And that help our customers run a smarter business)
    EmployeeSolutions(Internal)
    HR & Operations
    How can I attract & retain top talent?
    How can I improve employee performance & competencies?
    How can I capture intellectual capital?
    Brand & CustomerEngagement Solutions(External)
    Product
    How can I innovate my products faster?
    How can I stay abreast of market research for R&D?
    How can I streamline my product development process?
    Marketing
    How can I improve brand visibility?
    How can I drive enhanced demand generation?
    How can I increase website traffic & ad revenue?
    Sales
    How can I develop long-term relationships with customers?
    How can I reduce my sales cycle?
    How can I accelerate new client acquisition & up sell opportunities?
    Services & Support
    How can I reduce support costs?
    How can I reduce response times in addressing client issues?
    How can I improve customer satisfaction & loyalty?
  • 28. Mzinga Analytics, Reporting & BI Vision
    Analyze your communities
    Benchmark your communities to others
    Analyze your communities PLUS interactions on the social web
    Your OmniSocial sites, apps, etc.
    1 2 3
    (Other sites)
    Your site
    • Sentiment
    • 36. Competitive analysis
    • 37. Social graphing
    • 38. Business intelligence
    6
  • 39. Acquire
    Trusted by the World’s leading brands…
    Customer ExperienceSolutions
    Engage
    Support
  • 40. Improve employeeengagement & productivity.
    Streamline recruiting & on-boarding
    • Expand access to talent & establish extended workforce networks
    • 41. Speed time to competency by making mentors/experts more accessible
    • 42. Provide ready access to blended new hire and training resources
    Improve productivity & performance
    • Eliminate duplicate work efforts by repeating best practices
    • 43. Gain up to 30% productivity by blending formal and social learning
    • 44. Reduce project timelines by 34% through peer-to-peer interaction

    Today, we use Mzinga for learning and development for both employees and customers, and we'll be extending that to include powerful social interactivity, web collaboration and analytics - all managed from one environment…. 
    Increase satisfaction & retention
    • Give employees a voice and enable them to provide feedback
    • 45. Increase knowledge retention by addressing general learning styles
    • 46. Empower employees to participate in innovation & business strategies
    Grow market awareness

    - Steven Brewer, Training & Development Manager at The Philadelphia Insurance Companies
  • 47. Establish greaterbrand engagement.
    Build your brand & your market
    • 82% of US online adults use social tools and are generating 3.5 billion brand-related conversations every day in the US- which means you can reach and influence customers faster than ever
    Increase buyer trust & grow revenue
    • 1 in 10 adults is use social networks to share positive product information, and forums to share opinions about brands
    • 48. 75% of consumers are influenced by peers in their purchase decisions, more so than any other media or information source

    We blew our membership goals out of the water… and we’ve been steadily increasing. We’ve found that people are spending twice the amount of time on the community than on the corporate Web site. 
    Drive innovation & market research
    • One traditional focus group can cost up to $15,000 and weeks of time, while online communities provide direct access to ongoing market research programs at a fraction of the cost with greater scale
    Grow market awareness

    - - Ciena Cozies Up to Its Partners, DestinationCRM.com, February 2010
    * 2008, 2010 Forrester Research
  • 49. Drive enhanced
    customer engagement.
    Improve customer response times
    • 36% of consumers prefer using websites to get answers to questions rather than via telephone or email- and 57% are very likely to abandon purchases if they cannot find quick answers to questions.
    Drive satisfaction, loyalty & retention
    • Live chat, peer-to-peer forums, just-in-time customer education and direct access to experts help customers get answers questions quickly- improving satisfaction and reducing abandonment.
    Reduce support costs
    • Telephone support costs $6 to $12 or higher per contact.
    • 50. Online chat costs only $5 and is 63% more effective, and web-based customer self-service costs just a few cents per contact.

    Before we had this forum, we'd compile lists of what's being talked about once a month, but now we can act right away… When something requires an immediate response, we just post to our FAQ and solve the problem.

    - Trisha Habucke, Ford Digital Marketing Manager. Ford Gets In Sync With Customers, 1to1 Media, January 2009
    * 2010 Forrester Research
  • 51. OmniSocial Examples
    11
  • 52. Natixis CommunityConnection
  • 53. Wolters Kluwer – 2 Experiences
    13
  • 54. Fast Search, A Microsoft Company
    14
  • 55. DTCC Learning
    15
  • 56. Additional Branding Examples
    16
  • 57. 17
  • 58. 18
  • 59. 19
  • 60. 20
  • 61. Learning Support Community
    21