Minnebar Going Social:Discovering Enterprise Social Media Touch Points
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Minnebar Going Social:Discovering Enterprise Social Media Touch Points
- 1. Going Social: Discovering Enterprise Social Media Touch Points Social Media Performance Group Robbie Johnson Mike Ellsworth Ken Morris
- 2. Social Media in Business • Typical Social Media Application Areas: – Marketing – Branding Find – Sales Be Listen Found Enterprise Grow Engage Business Influence Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
- 3. Social Media in the Enterprise • Other Great Places to Use Social Media: – Customer Service – Product Development – Employee Engagement – Knowledge Management – Crisis Communications – Marketing Research Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
- 4. Social Media in the Enterprise • Customer Service – Comcast uses Twitter to move customer support toward real-time Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
- 5. Social Media in the Enterprise • Product Development – Dell listened to their online community, created a Linux product Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
- 6. Social Media in the Enterprise • Employee Engagement – BestBuy’s WaterCooler has had 1.5M posts over 2 years, 10,000 employees a week using Fortune 500 Companies with Engaged Employees Report: $80,000–120,000 additional revenue per month Recruitment Growth in costs 55% lower $3,800 employee productivity more profits $18,600 per employee more market value per employee Higher Higher Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved profitability customer loyalty
- 7. Social Media in the Enterprise • Knowledge Management – IBM develops technology solutions three times faster using social media knowledge management Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
- 8. Social Media in the Enterprise • Crisis Communications – Domino’s Pizza YouTube video response from president: 650,000 views, 7,000 comments. Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
- 9. Social Media in the Enterprise • Marketing Research – Fiskars created a social media community – got 70 good product ideas within 12 hours Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
- 10. External and Internal Strategies Externally Facing Internally Facing Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
- 11. No Tools Before Rules™
- 12. Enterprise Social Media Framework™ Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
- 13. Slides • Get these slides at: bit.ly/bkaSlg Visit us at bit.ly/smperformance Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
- 14. Homework • Take the Social Media Performance Group's Social Media Readiness Survey bit.ly/smsurvey Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
- 15. Thank You! • You are welcome to connect with me: – Mike Ellsworth – Twitter: @smpgcom – LinkedIn: www.LinkedIn.com/in/MikeEllsworth – Facebook: www.facebook.com/MichaelJEllsworth – bit.ly/smperformance – mellsworth@socialmediaperformancegroup.com – 952-373-1006 Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved