Social Business through Humanization: 30 Questions for Your Business

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Social media is a call for humanization in how you communicate. Social media has humanized interaction, technology has humanized the experience, but only you can humanize your business.

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Social Business through Humanization: 30 Questions for Your Business

  1. 1. Social Business through Humanization:30 Questions for Your Business Kenneth Lim // www.kennethlim.net
  2. 2. 1) How do we communicate?
  3. 3. 2) Are we communicating in a human way?
  4. 4. 3) What do our customers think of the way we’re communicating?
  5. 5. 4) Are we consistent in the way we communicate?
  6. 6. 5) Are we speaking the same language as our customers?
  7. 7. 6) Are we enabling our customers to engage with us in a community or a dialogue?
  8. 8. 7) How do we go about transparency, authenticity and accountability?
  9. 9. 8) How does our company culture support the humanization of our business?
  10. 10. 9) How can we change or improve our business processes?
  11. 11. 10) How do we turn experiences into relationships?
  12. 12. 11) How do we define our customer experience?
  13. 13. 12) What are the things that truly matter to our customers?
  14. 14. 13) How well are we communicatingcompared to other companies within and outside our industry?
  15. 15. 14) How can we involve our customers as part of our brand?
  16. 16. 15) In which ways are our customerssharing experiences and information about us?
  17. 17. 16) Why are they sharing thoseparticular experiences and pieces of information?
  18. 18. 17) How can we promote positive interactions?
  19. 19. 18) How do we deal with negative interactions?
  20. 20. 19) How can we scale ourcommunication to deal with a growing amount of customer interactions?
  21. 21. 20) How can we create value for both our customers and our business?
  22. 22. 21) How can we leverage customer interactions for the benefit of our business?
  23. 23. 22) How are we measuring our success in customer engagement?
  24. 24. 23) Are we recruiting the rightemployees to help us humanize our business?
  25. 25. 24) How can we empower our (first line) employees to represent our brand?
  26. 26. 25) How are we rewarding ouremployees and our customers for contributing to our brand?
  27. 27. 26) How can we innovate?
  28. 28. 27) How can we build or strengthen our customer community?
  29. 29. 28) How can we match our products and/or services to the demand, expectations and values from the market?
  30. 30. 29) Can we work with peers and/orcompetitors in our industry to provide value to the community?
  31. 31. 30) How do we integrate online andoffline communication to create a better customer experience?
  32. 32. KENNETH LIM @kennethlim kenneth@kennethlim.net nl.linkedin.com/in/kennethlim facebook.com/kennethlim slideshare.net/kennethlim www.kennethlim.net
  33. 33. 1 PM Images 16 Dougal Waters2 Rich Evenhouse 17 Mark Scott3 John Giustina 18 Sam Bloomberg-Rissman4 stuartbur 19 Creative Crop5 Engrish.com 20 Paul Whitehead6 Tara Moore 21 ICHIRO7 Brand New Images 22 Kick Images8 John Gichigi 23 Barbara Singer9 Tim Roberts 24 Peter Dazeley10 Daly & Newton 25 David Toase11 webphotographeer 26 Influx Productions12 Frank Saragnese 27 Michael Blann13 WB Digital 28 picturegarden14 Allison Michael Orenstein 29 Tom Grill15 Comstock Images 30 Tim Robberts Image Rights & Credits

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