Minnebar Going Social:Discovering Enterprise Social Media Touch Points

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Minnebar Going Social:Discovering Enterprise Social Media Touch Points

  1. 1. Going Social: Discovering Enterprise Social Media Touch PointsSocial Media Performance GroupRobbie JohnsonMike EllsworthKen Morris
  2. 2. Social Media in Business• Typical Social Media Application Areas: – Marketing – Branding Find – Sales Be Listen Found Enterprise Grow Engage Business InfluenceCopyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  3. 3. Social Media in the Enterprise• Other Great Places to Use Social Media: – Customer Service – Product Development – Employee Engagement – Knowledge Management – Crisis Communications – Marketing ResearchCopyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  4. 4. Social Media in the Enterprise• Customer Service – Comcast uses Twitter to move customer support toward real-timeCopyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  5. 5. Social Media in the Enterprise• Product Development – Dell listened to their online community, created a Linux productCopyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  6. 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 HigherCopyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved profitability customer loyalty
  7. 7. Social Media in the Enterprise• Knowledge Management – IBM develops technology solutions three times faster using social media knowledge managementCopyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  8. 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. 9. Social Media in the Enterprise• Marketing Research – Fiskars created a social media community – got 70 good product ideas within 12 hoursCopyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  10. 10. External and Internal StrategiesExternally Facing Internally Facing Copyright © 2010, Social Media Performance Group, Inc.. All Rights Reserved
  11. 11. No Tools Before Rules™
  12. 12. Enterprise Social Media Framework™Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
  13. 13. Slides• Get these slides at: bit.ly/bkaSlg Visit us at bit.ly/smperformanceCopyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
  14. 14. Homework• Take the Social Media Performance Groups Social Media Readiness Survey bit.ly/smsurveyCopyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
  15. 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 – 952-373-1006Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved

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