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2011 London SBS | Ming Kwan, Share to Connect

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Share to Connect: Inside Nokia’s Programme to Connect Customer Insight with Business Performance Ming Kwan SBS London,  March 2011
Share to Connect is about  aligning our organisation and the way we work with what we promise as a brand .  Our objective : Maximize the brand’s productivity by turning it into a conversational brand. Transparency, listening and coordination will enable the organisation to gain momentum in an era of exchange. ,[object Object]
The Framework Nokia guidelines of common social user experiences. Analyze and aggregate customer insights to get the right actions to the right teams at the right time Derive real-time marketing intelligence by connecting external social media and internal conversations as part of a single Nokia ecosystem Socialize intelligence internally within Nokia to create actionable insights. Encourage a new organisational model through collaboration and rewards Source: 2009 Dachis group SHARE TO CONNECT organisational optimisation
Our Challenge Company Confidential. ©2010 Nokia
Socializer Overview
What is Socializer Nokia Socializer is a  social action framework   that connects  internal and external   consumer intelligence to  identify  actionable insights  in real-time , which are surfaced via a social interface and activity streams that encourages Nokia employees to  claim actions . social action  framework internal  and  external actionable insights real-time claim actions

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2011 London SBS | Ming Kwan, Share to Connect

  • 1. Share to Connect: Inside Nokia’s Programme to Connect Customer Insight with Business Performance Ming Kwan SBS London, March 2011
  • 2.
  • 3. The Framework Nokia guidelines of common social user experiences. Analyze and aggregate customer insights to get the right actions to the right teams at the right time Derive real-time marketing intelligence by connecting external social media and internal conversations as part of a single Nokia ecosystem Socialize intelligence internally within Nokia to create actionable insights. Encourage a new organisational model through collaboration and rewards Source: 2009 Dachis group SHARE TO CONNECT organisational optimisation
  • 4. Our Challenge Company Confidential. ©2010 Nokia
  • 6. What is Socializer Nokia Socializer is a social action framework that connects internal and external consumer intelligence to identify actionable insights in real-time , which are surfaced via a social interface and activity streams that encourages Nokia employees to claim actions . social action framework internal and external actionable insights real-time claim actions
  • 7. Visualizer Surfaces what people are saying Creates transparency around conversations Improve satisfaction and motivation levels by making visible positive sentiment Builds employee morale Better understanding of sentiment and faster id of initiatives and problem areas Provides visibility to management In an increasingly connected industry employees should understand and use the tools Increases adoption and use of social tools Message =) Message =) Message =) N8 nokia love excellent great connection call live city double child beauty feels lovely smooth lorem ipsum amet gaium
  • 8.
  • 9.
  • 10. Thank you  Ming Kwan [email_address] @mingk

Editor's Notes

  1. Social brands 100 - #17 http://www.socialbrands100.com/ http://wallblog.co.uk/2011/03/11/top-100-social-brands-revealed-as-dell-nike-and-starbucks-top-table-sb100/ Key elements of social brand: 1) Willingness to listen & Respond; 2) Transparent, authentic behaviour; 3) Create win-win relationships The virtue top social brands of 2010 - # 25 http://vitrue.com/blog/2011/01/07/the-vitrue-100-consumer-electronics-reigned-supreme-in-2010/ Econsultancy 25 brilliant examples of fb brand pages: http://econsultancy.com/uk/blog/6438-25-brilliant-examples-of-facebook-brand-pages
  2. Socializer 1 of the deliverables of the Share to Connect framework With Headshift’s help we’ve created a working prototype with some good results that we’ve been testing with our key user groups and stakeholders Not just another portal: Socializer uses data architecture & API to socialize customer intelligence through widgets and mini-apps in Sharepoint, wikis and other key internal systems. Linking our external activities / presences with internal conversations - pull in social media monitoring, internal conversations, signals, data Concept of triage and actions – with Nokia’s scale, danger of flood of sea of info, but not knowing which parts are the most important – analytics platform to identify key insights and actions