SOCIAL MEDIA:Connecting with Partners and Consumers the new-fashioned way! <br />           www.sprcompanies.com<br />
About SPR Companies<br /><ul><li>IT Professional Services Firm
Over 35 years in the Midwest</li></ul>2<br />
SPR Companies<br />Leadership Impact<br />
Agenda<br />True Issues facing the Supply Chain.<br />What role does Social Media play in the Strategy of the Business? <b...
Supply Chain Challenges<br />Because of the relative economic instability, the typical trend analysis and projection model...
Supply Chain Challenges<br />Increasing supply chain responsiveness leading to a more customer-driven process: The ability...
SOCIAL MEDIA<br />Get Past the Hype…. Get Down to Business<br />
SOCIAL MEDIA<br />
Leadership Impact of Social Media<br />Innovation<br /><ul><li>Ahead of Competition
Out of Price Wars</li></ul>Differentiation<br />Mission & Vision<br /><ul><li>Direction
Focus
Flexibility</li></ul>Engagement<br />Execution Framework<br /><ul><li>Delivery to Goals
Accountability
Ownership
ROI</li></ul>Strategic Plan<br />Metrics for Accountability<br /><ul><li>Feedback
Achievement Targets
Guidance</li></ul>Net Promoter <br />Social Solution Suites<br />Marketplace Message <br /><ul><li>Communication
Memorable & Impact
Value
Influence</li></ul>Influence Market<br />
Many Moving Parts make up a Successful<br />SOCIAL SOLUTION SUITE. <br />
SOCIAL SOLUTION SUITE Definition….<br />A set of social media channels and the means of measuring actionable outcomes so t...
Social Solution Suite<br />Market Place <br />Message<br />Social <br />Web<br />Promoter<br />Buzz<br />Campaign<br />Mon...
SOCIAL <br />SOLUTION <br />SUITE<br />Strategic Objective<br /><ul><li>Key Metric Target</li></ul>Net Score<br /><ul><li>...
 Psychographics
 Industry</li></ul>MONITOR <br />METRICS<br />SOCIAL WEB<br />CAMPAIGN<br /><ul><li> Social Channels
 Set Metric Targets
 Timing</li></li></ul><li>
What tools will drive your success?<br />Social networks<br />Video sharing<br />Photo sharing<br />Micro blogging<br />Bl...
Social Media Listening Tools<br />
Listening Tools<br />Free<br />Pay<br />
Key Metrics<br />Unique visitors<br />Pages visited<br />Time on site<br />Bounce rate<br />Posts<br />Comments<br />Post:...
September 2008 to September 2009 visits to social networks were up 62%<br />
Social Network Demographics<br />
Facebook owns 58.59% of social network market<br />(MySpace visits down 55% in 2009)<br />
Twitter (1,170% gain in market)<br />Size of Network<br />20M<br />Gender<br />Male: 43%; Female: 57%<br />Age<br />Larges...
Who are your buyers?<br />
What are your buyers talking about?<br />
When and Where are your consumers talking about your product?<br />
Why are your consumers talking about your product?<br />
Supply Chain Challenge<br />Where should you distribute your product?<br />
What should my safety stock be?<br />Supply Chain Challenge<br />
Brand reputation is always critical, but even more so now with top-tier CPG brands losing market share to less costly priv...
 Psychographics
 Industry</li></ul>MONITOR <br />METRICS<br />SOCIAL WEB<br />CAMPAIGN<br /><ul><li> Social Channels
 Set Metric Targets
 Timing</li></li></ul><li>
Step 1 – Strategic Objective<br />Immediate responses to customer feedback, issues, concerns, and complaints.<br />Key Met...
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Aitp Strategic Power Of Social Media For The Supply Chain

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This presentation was done for the AITP Supply Chain SIG on November 18, 2009. If was very well received.

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  • From Gartner: Social Software Suites. Awareness of social technology is high because of the popularity of related consumer social software and Web 2.0 services. Within businesses, there is strong and rapidly growing evidence of experimentation and early production deployments. The movement from point tools to integrated suites has brought broader adoption but also high expectations. Disillusionment is beginning based on the realization that, even with a suite, much work must be done to build an effective social software deployment.
  • Bounce rate is how soon someone leaves your site. Hard to know why!
  • Aitp Strategic Power Of Social Media For The Supply Chain

    1. 1. SOCIAL MEDIA:Connecting with Partners and Consumers the new-fashioned way! <br /> www.sprcompanies.com<br />
    2. 2. About SPR Companies<br /><ul><li>IT Professional Services Firm
    3. 3. Over 35 years in the Midwest</li></ul>2<br />
    4. 4. SPR Companies<br />Leadership Impact<br />
    5. 5. Agenda<br />True Issues facing the Supply Chain.<br />What role does Social Media play in the Strategy of the Business? <br />Overview of key Social Media Tools.<br />Overview of key Social Media Listening Tools.<br />How can Social Media play a role in the solution of the issues facing the Supply Chain?<br />Interactive example.<br />4<br />
    6. 6. Supply Chain Challenges<br />Because of the relative economic instability, the typical trend analysis and projection models are not meeting business requirements. Simply said, predictive analytics, by definition, do not function well in times that are unpredictable. When you can’t predict the future with some level of reliability, it is even more important that the business knows exactly what is going on in real time or near real time. With this in mind, we can think of two areas of importance where social media might provide value to improving supply chain performance and risk avoidance:<br />Monitoring both planned and actual consumer behavior (I’m gonna buy vs. I just bought) is critical. What value does a social media solution bring in comparison to POS information?<br />Brand reputation is always critical, but even more so now with top-tier CPG brands losing market share to less costly private label products. It is critical to have immediate responses to customer feedback, issues, concerns, and complaints. Is there a role for social media here?<br />Are there any privacy issues around the commercial utilization of social media information gathering and how can they be minimized?<br />Supply chain professionals are concerned with the customer “population” as opposed to a “sample.” What are the current and projected representative demographics of those participating in the area of social media<br />5<br />
    7. 7. Supply Chain Challenges<br />Increasing supply chain responsiveness leading to a more customer-driven process: The ability to treat inventory in transit as available for the safety stock calculations and have the ability to make mid-course changes to shipments.<br />Third-party logistics outsourcing. Re-negotiating partner agreements. Innovate with the tools you have or take those same activities and hand them off to a 3PL, and let them do the innovating. The risk of becoming too reliant on outsourcing is allowing ourselves to be less alert and aware of changes. When contracting with a 3PL, we expect them to provide expertise in areas of importing and exporting for example -- specifically in regulatory matters, such as the Transportation Safety Administration&apos;s new cargo screening regulations and 10+2 regulations on shipment documentation. There is a need to keep up to date on the latest regulations affecting international trade. http://logipi.com/public/item/244464<br />C-Level involvement in supply chain: There is much more attention on the C-suite—with the chief operating officer, your chief executive officer—there’s more recognition on their part of the impact of logistics and supply chain, whether it’s managing the inventory, managing the sourcing, managing the transportation. It’s now more and more that the C-suite executives are starting to really get the impact of supply chain. <br />OTHERS??<br />6<br />
    8. 8. SOCIAL MEDIA<br />Get Past the Hype…. Get Down to Business<br />
    9. 9. SOCIAL MEDIA<br />
    10. 10. Leadership Impact of Social Media<br />Innovation<br /><ul><li>Ahead of Competition
    11. 11. Out of Price Wars</li></ul>Differentiation<br />Mission & Vision<br /><ul><li>Direction
    12. 12. Focus
    13. 13. Flexibility</li></ul>Engagement<br />Execution Framework<br /><ul><li>Delivery to Goals
    14. 14. Accountability
    15. 15. Ownership
    16. 16. ROI</li></ul>Strategic Plan<br />Metrics for Accountability<br /><ul><li>Feedback
    17. 17. Achievement Targets
    18. 18. Guidance</li></ul>Net Promoter <br />Social Solution Suites<br />Marketplace Message <br /><ul><li>Communication
    19. 19. Memorable & Impact
    20. 20. Value
    21. 21. Influence</li></ul>Influence Market<br />
    22. 22. Many Moving Parts make up a Successful<br />SOCIAL SOLUTION SUITE. <br />
    23. 23. SOCIAL SOLUTION SUITE Definition….<br />A set of social media channels and the means of measuring actionable outcomes so that you can adjust your market messages to best effect and maximize your Strategic Objectives.<br />
    24. 24. Social Solution Suite<br />Market Place <br />Message<br />Social <br />Web<br />Promoter<br />Buzz<br />Campaign<br />Monitor<br />Metrics<br />
    25. 25. SOCIAL <br />SOLUTION <br />SUITE<br />Strategic Objective<br /><ul><li>Key Metric Target</li></ul>Net Score<br /><ul><li>Key Metric Result</li></ul>Influence<br />Feedback<br />PROMOTER<br />BUZZ<br />MARKET PLACE<br />MESSAGE<br /><ul><li> Demographics
    26. 26. Psychographics
    27. 27. Industry</li></ul>MONITOR <br />METRICS<br />SOCIAL WEB<br />CAMPAIGN<br /><ul><li> Social Channels
    28. 28. Set Metric Targets
    29. 29. Timing</li></li></ul><li>
    30. 30. What tools will drive your success?<br />Social networks<br />Video sharing<br />Photo sharing<br />Micro blogging<br />Blogging<br />Link sharing<br />Social calendaring<br />
    31. 31. Social Media Listening Tools<br />
    32. 32. Listening Tools<br />Free<br />Pay<br />
    33. 33. Key Metrics<br />Unique visitors<br />Pages visited<br />Time on site<br />Bounce rate<br />Posts<br />Comments<br />Post:Comment ratio<br />Search engine ranking<br />Sentiment (NPS)<br />Reviews<br />Recommendations<br />Referrals<br />Tweets<br />Retweets (RT)<br />Mentions<br />Connections<br />Followers<br />
    34. 34.
    35. 35. September 2008 to September 2009 visits to social networks were up 62%<br />
    36. 36. Social Network Demographics<br />
    37. 37.
    38. 38. Facebook owns 58.59% of social network market<br />(MySpace visits down 55% in 2009)<br />
    39. 39. Twitter (1,170% gain in market)<br />Size of Network<br />20M<br />Gender<br />Male: 43%; Female: 57%<br />Age<br />Largest age group of users…<br />35 to 44 (29%)<br />Next largest 45 to 54 (20%)<br />Average Household Income<br /><ul><li>25-50K (30%); next largest 50-75K (27%)</li></li></ul><li>Connecting with Partners and Consumers the new-fashioned way! <br />
    40. 40. Who are your buyers?<br />
    41. 41. What are your buyers talking about?<br />
    42. 42. When and Where are your consumers talking about your product?<br />
    43. 43. Why are your consumers talking about your product?<br />
    44. 44. Supply Chain Challenge<br />Where should you distribute your product?<br />
    45. 45. What should my safety stock be?<br />Supply Chain Challenge<br />
    46. 46. Brand reputation is always critical, but even more so now with top-tier CPG brands losing market share to less costly private label products. It is critical to have immediate responses to customer feedback, issues, concerns, and complaints. <br />Strategic Objective<br /><ul><li>Key Metric Target</li></ul>Net Score<br /><ul><li>Key Metric Result</li></ul>Influence<br />Feedback<br />PROMOTER<br />BUZZ<br />MARKET PLACE<br />MESSAGE<br /><ul><li> Demographics
    47. 47. Psychographics
    48. 48. Industry</li></ul>MONITOR <br />METRICS<br />SOCIAL WEB<br />CAMPAIGN<br /><ul><li> Social Channels
    49. 49. Set Metric Targets
    50. 50. Timing</li></li></ul><li>
    51. 51. Step 1 – Strategic Objective<br />Immediate responses to customer feedback, issues, concerns, and complaints.<br />Key Metric Target<br />Customer Satisfaction<br />Sales Volume <br />34<br />Strategic Objective<br /><ul><li>Key Metric Target</li></ul>Product : 20Q<br />It is a mind reading game based<br />On 20 questions. Everyone will<br />love it especially your tween. <br />Perfect stocking stuffer.<br />
    52. 52. Step 2 – Market Place Message<br />Demographics<br />Children between the ages of 10 – 12.<br />Psychographics<br />Inquisitive children<br />Children that like puzzles <br />Industry<br />Electronics<br />35<br />MARKET PLACE<br />MESSAGE<br /><ul><li> Demographics
    53. 53. Psychographics
    54. 54. Industry</li></li></ul><li>Step 3 – Campaign <br />Social Channels<br />Twitter<br />FaceBook<br />Set Metric Targets<br />90% Customer Feedback Positive<br />24 Hour Response Turnaround<br />Timing<br />Holiday Delivery<br />36<br />CAMPAIGN<br /><ul><li> Social Channels
    55. 55. Set Metric Targets
    56. 56. Timing</li></li></ul><li>Step 4 – Social Web <br />Establish Presence <br />Message<br />Set Up <br />Update Frequency<br />Monitoring of Content<br />Governance<br />Who owns it.<br />Who decides what posts<br />Who replies<br />Who responds to metrics<br />Who owns response times<br />37<br />SOCIAL WEB<br />
    57. 57. Step 5 – Promoter Buzz <br />Influence<br />Message to guide response<br />Feedback<br />Love It, Great, Awesome, <br />Hate It, Bad, SUX, <br />Magnitude<br />Numbers of Responses<br />Location<br />38<br />PROMOTER<br />BUZZ<br />
    58. 58. Step 6 – Metrics Monitoring <br />Tools to Use<br />Hootsuite<br />Facebook Analytics<br />Results<br />Positive Feedback<br />Negative Feedback<br />Turnaround on Issues<br />39<br />MONITOR <br />METRICS<br />
    59. 59. Step 7 – Net Score<br />Immediate responses to customer feedback, issues, concerns, and complaints.<br />Key Metric Target<br />% Positive Responses<br />Average Response Time to customer <br />40<br />Net Score<br /><ul><li>Key Metric Result</li></li></ul><li>Strategic Objective<br /><ul><li>Key Metric Target</li></ul>Increasing supply chain responsiveness leading to a more customer-driven process: The ability to treat inventory in transit as available for the safety stock calculations and have the ability to make mid-course changes to shipments.<br />Net Score<br /><ul><li>Key Metric Result</li></ul>Influence<br />Feedback<br />PROMOTER<br />BUZZ<br />MARKET PLACE<br />MESSAGE<br /><ul><li> Demographics
    60. 60. Psychographics
    61. 61. Industry</li></ul>MONITOR <br />METRICS<br />SOCIAL WEB<br />CAMPAIGN<br /><ul><li> Social Channels
    62. 62. Set Metric Targets
    63. 63. Timing</li></li></ul><li>Mood <br />Madness<br />Punch<br />
    64. 64. Step 1 – Strategic Objective<br />Where should I send the product and how much safety stock should I have?<br />Key Metric Target<br />Geographic Volume Forecast Accuracy<br />Sales Volume (Internal System)<br />43<br />Strategic Objective<br /><ul><li>Key Metric Target</li></ul> Product - Mood Madness Punch <br />This punch turns colors based on the temperature it encounters. Kids love it. It is a great summer treat for both indoors and outdoors alike. You can buy it in a grocery store near you.<br />
    65. 65. Step 2 – Market Place Message<br />Demographics<br />Children between the ages of 5 - 8<br />Parents<br />Psychographics<br />All children that can drink sugar flavored beverages. <br />Industry<br />Grocery<br />44<br />MARKET PLACE<br />MESSAGE<br /><ul><li> Demographics
    66. 66. Psychographics
    67. 67. Industry</li></li></ul><li>Step 3 – Campaign <br />Social Channels<br />Facebook<br />Twitter<br />Set Metric Targets<br />Geographic Feedback<br />Sales Volume (Non Social Media)<br />Timing<br />Spring Months<br />45<br />CAMPAIGN<br /><ul><li> Social Channels
    68. 68. Set Metric Targets
    69. 69. Timing</li></li></ul><li>Step 4 – Social Web <br />Establish Presence <br />Message<br />Set Up <br />Update Frequency<br />Monitoring of Content<br />Governance<br />Who owns it.<br />Who decides what posts<br />Who replies<br />Who responds to metrics<br />Who owns response times<br />46<br />SOCIAL WEB<br />
    70. 70. Step 5 – Promoter Buzz <br />Influence<br />Feedback<br />Love It, Great, Awesome, <br />Hate It, Bad, SUX, <br />Unexpected uses<br />Mood Madness Punch<br />Moody Mojitos<br />Magnitude<br />Geography of largest volume of feedback<br />Audience Segmentation<br />47<br />PROMOTER<br />BUZZ<br />
    71. 71. Step 6 – Metrics Monitoring <br />Tools to Use<br />Hootsuite<br />Facebook Analytics<br />Omniture<br />Networked Insights<br />Results<br />Geography <br />Quantity of Responses<br />48<br />MONITOR <br />METRICS<br />
    72. 72. Step 7 – Net Score<br />Immediate responses to customer feedback, issues, concerns, and complaints.<br />Key Metric Target<br />% Positive Responses<br />Average Response Time to customer <br />49<br />Net Score<br /><ul><li>Key Metric Result</li></li></ul><li>Strategic Objective<br /><ul><li>Key Metric Target</li></ul>Net Score<br /><ul><li>Key Metric Result</li></ul>C-Level involvement in supply chain: More recognition on their part of the impact of the supply chain, whether it’s managing the inventory, managing the sourcing, managing the transportation. <br />Influence<br />Feedback<br />PROMOTER<br />BUZZ<br />MARKET PLACE<br />MESSAGE<br /><ul><li> Demographics
    73. 73. Psychographics
    74. 74. Industry</li></ul>MONITOR <br />METRICS<br />SOCIAL WEB<br />CAMPAIGN<br /><ul><li> Social Channels
    75. 75. Set Metric Targets
    76. 76. Timing</li></li></ul><li>THANK YOU!<br />Questions:<br />Kathie.topel@mpspartners.com<br />Questions:<br />tnilson@sprcompanies.com<br />@talentline411<br />Join our LinkedIn Group:<br />http://tinyurl.com/spr-leadership<br />

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