Social Media vs. Social Business - Webcom Montreal Keynote

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Social Media vs. Social Business - Webcom Montreal Keynote

  1. 1. social media or social business checkers or chess Maria Ogneva, Head of Community, YammerThursday, November 17, 2011
  2. 2. do you feel like this.... ... when calling 800 numbers? @themaria @yammer http://www.flickr.com/photos/84773433@N00/3116650631/Thursday, November 17, 2011 http://www.flickr.com/photos/84773433@N00/3116650631/
  3. 3. experience chasm @themaria @yammer http://www.flickr.com/photos/51378257@N00/2248361060/Thursday, November 17, 2011
  4. 4. be proactive,not reactive @themaria @yammerThursday, November 17, 2011
  5. 5. causes ofsocial media crisessource: altimeter group 15% exposure of poor experience 12% violation of ethical guidelines 8% @themaria @yammer rogue employeesThursday, November 17, 2011
  6. 6. BRIDGE the GAPThursday, November 17, 2011
  7. 7. social media:another silo? @themaria @yammer http://www.flickr.com/photos/76635893@N00/2203549363/Thursday, November 17, 2011
  8. 8. strategyvs. tactics @themaria @yammer http://www.flickr.com/photos/61565201@N00/229158080/Thursday, November 17, 2011
  9. 9. doing beingsocial media a social businessexternal holisticanother silo cross-functionalfocused on PR focused on learningshort-term focus long-term focusephemeral systematic @themariafashionable transformative @yammerThursday, November 17, 2011
  10. 10. push vs. pullagility @themaria @yammer http://www.flickr.com/photos/57113521@N00/2412567086/Thursday, November 17, 2011
  11. 11. ? @themaria @yammerThursday, November 17, 2011
  12. 12. the connected enterprise @themaria @yammerThursday, November 17, 2011
  13. 13. foundationofSTRENGTH @themaria @yammer http://www.flickr.com/photos/8427538@N02/2307224581/Thursday, November 17, 2011
  14. 14. transformation @themaria @yammerThursday, November 17, 2011
  15. 15. new leadership paradigm @themaria @yammerThursday, November 17, 2011
  16. 16. connected empowered employee @themaria @yammerThursday, November 17, 2011
  17. 17. empower to act @themaria @yammer http://www.flickr.com/photos/76805197@N00/2494733608/Thursday, November 17, 2011
  18. 18. toolsfor success alignment and vision hire, train and support superstars policy, governance, best practices decentralize create center of excellence foster internal collaboration @themaria @yammerThursday, November 17, 2011
  19. 19. complex NOT complicated @themaria @yammerThursday, November 17, 2011
  20. 20. become a social business @themaria @yammer http://www.flickr.com/photos/15748454@N00/355852355/Thursday, November 17, 2011
  21. 21. step 1 tie to business objectives @themaria @yammerThursday, November 17, 2011
  22. 22. step 2 listen across channels @themaria @yammerThursday, November 17, 2011
  23. 23. step 3 have a response plan @themaria @yammerThursday, November 17, 2011
  24. 24. step 4 have a clear policy @themaria @yammerThursday, November 17, 2011
  25. 25. step 5 connect & collaborate @themaria @yammerThursday, November 17, 2011
  26. 26. “Social networking-type applications will become as ubiquitous in the workplace as Microsoft Office tools and will likely replace e-mail as the dominant form of corporate communication.” Bill Gates @themaria @yammerThursday, November 17, 2011
  27. 27. step 6 integrate systems Social Operating System CMS CRM HR ERP LMS Document Human Management Sales Finance Learning Resources @themaria @yammerThursday, November 17, 2011
  28. 28. step 7 mobilize & enable @themaria @yammerThursday, November 17, 2011
  29. 29. step 8 measure and predict @themaria @yammerThursday, November 17, 2011
  30. 30. step 9 create a community RAVEABLE INVESTED IN FUTURE RECOMMENDER! ADVOCATE! BELIEVER! ADVOCATE “LAZY” ACTION! ADVOCATE! community MAY SWITCH SWITCHER! SWITCHER! WILL PROBABLY LEAVE QUIET opportunity ATTRITION! COMPLAIN! BAD DON’T CARE LIKE SPEAK UP CO-CREATE @themaria ! CUSTOMER EXPERIENCE FAN BEHAVIOR ! @yammerThursday, November 17, 2011
  31. 31. step 10 learn, evolve, co-create Fail fast, learn and be humble @themaria @yammerThursday, November 17, 2011
  32. 32. remember... behavior change is hard @themaria @yammerThursday, November 17, 2011
  33. 33. “I give 98% of my mental energy to chess. Others give only 2 %” Bobby Fischer @themaria @yammerThursday, November 17, 2011
  34. 34. it is soWORTH IT @themaria @yammerThursday, November 17, 2011
  35. 35. Merci! Thank you! Contact: @themaria @yammer about.me/themaria email me to receive e-book / diagnostic maria@yammer-inc.com @yammer @themariaThursday, November 17, 2011

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