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Power of Social Business
1. The Power of Social Business
Michael Pace
Twitter: @mpace101 #CCCon12
2. Introductions
Michael Pace
Customer Support & Community
Management Executive
Twitter: @mpace101
LinkedIn
Blog: www.thepaceofservice.com
Text SOCSERVICE to 22828 for Mailing List
Twitter: @mpace101 #CCCon12
4. Session Agenda
1. Expectations & Starting with WHY
2. What is a Social Business
3. The Power of the Social Business
4. Where to start / how to build it
5. Sharing experiences and Q&A
Twitter: @mpace101 #CCCon12
5. Social Today
>1.5 BILLION
Number of Social Networking Users Globally
80 %
Proportion of Users Who Interact with
Social Networks Regularly
90 %
Proportion of Companies Using Social Tech.
That Report Benefits From Them
28 Hours
Time Each Week Spent by Knowledge Workers Writing Emails,
McKinsey Report
Searching For Info, and Collaborating Internally
Twitter: @mpace101 #CCCon12
6. The Potential
$900B – 1.3Trillion
Annual Value That Could Be Unlocked by Social
Tech. In The Top 4 Business Sectors
1/3
Share Of Consumer Spending That Could
Be Influenced by Social Shopping
2X
Potential Value From Better Enterprise
Communication & Collaboration
20-25%
Potential Improvement Possible In
McKinsey Report
Knowledge Worker Productivity
Twitter: @mpace101 #CCCon12
7. But (and it’s a BIG BUT)…
… only 17%
Have Distributed Social
Initiatives Throughout the
Organization eMarketer
Twitter: @mpace101 #CCCon12
8. If You Still Don’t Believe
So if you want a More than ½ of
sense of where the world’s
the world’s population is
media habits under 30 …
are headed, it which means
makes sense to they don’t know
watch what kids life before the
are doing. internet.
Kaiser Family Foundation – Socialnomics
Jan 2010
Twitter: @mpace101 #CCCon12
9. I believe people and relationships are every
company’s most important and
underutilized asset
We now have the technological ability to act /
work / socialize / create relationships like we do
“in real life”
By leveraging relationships, new
technologies, & process, we can unleash
the ultimate power - people
Twitter: @mpace101 #CCSummit 9
10. Social Business is the creation of
an organization that is optimized
to benefit its entire ecosystem
(customers, employees, owners,
partners) by embedding
collaboration, information sharing,
and active engagement into its
operations and culture. The result
is a more responsive, adaptable,
effective, and ultimately more
successful company. SideraWorks
Twitter: @mpace101 #CCCon12
11. Swinging a Hammer Does Not Make You a
Carpenter; It Just Makes You Dangerous
Twitter: @mpace101 #CCCon12
12. CLTV & Universe
Objective CLTV
Efficiency Domination
Social Quality Crush
Strategy
Business + Work Rebellion
Social
Tools Hammer Light Saber
Media
Community
Discipline Carpentry Force
Mgmt
Really
Voice Brand Smoker Heavy
Smoker
Twitter: @mpace101 #CCCon12
17. "Yammer has gone beyond all of our expectations and has become
embedded in the way that we're doing things. It's helped drive innovation
and build community at Deloitte, and we're finding new value in the tool
every day. The results will be bigger than you expect.”
- Peter Williams, CEO, Deloitte Digital, on behalf of Deloitte Australia
Elsevier. Wiki drives 80% reduction in
interdepartmental e-mail volume. (Socialtext, unkn)
Scotiabank. Community eliminated over 300
intranet sites as well as the need to build new
sites. (Jive Software, 2011)
Rhapsody. 50% decrease in support costs and 53%
decrease in weekly support contacts via sCRM solution.
(GetSatisfaction, unkn)
Twitter: @mpace101 #CCCon12
18. Social
Average Reach /
Company Size Competent
Network Size Impressions
Individuals
Traditional Org 1000 20 3000 60,000
Social Org 100 75 1500 112,500
Soc Org (full) 1000 750 1500 1,125,000
Crowdsourcing
Recruiting
18.5X - &
doesn’t even speak to
quality of impression
Open Culture
Content/SEO
Brand Advocacy Product
Marketing
Twitter: @mpace101 #CCCon12
19. Community users spend 2.5x more than
average customers, superfans spend 10x more.
(Lithium Technologies, 2011)
Gilt Groupe. Online community insights drove 10% increase
in shopping cart conversion and a five-point increase in
Point-of-Sale Net Promoter Score. (Communispace, 2011)
Twitter: @mpace101 #CCCon12
20. • Open
Sincerity
• Transparent
Trust Competency
• Proactive Service
• Edu-taining
• Available
Reliability
• Listening
Twitter: @mpace101 #CCCon12
21. It’s not easy …
And may feel like a scuba diver spinning a
battleship Twitter: @mpace101 #CCCon12
27. Know Your Customers (& Partners,
Associates, C-Level)
Determine what is most
important to your customer
Socially, Physically &
Mentally
By Vertical or Type of Customer
Twitter: @mpace101 #CCCon12
28. It’s Not a Lonely Initiative
Twitter: @mpace101 #CCCon12
30. Manage the Change
A Awareness
D Desire
K Knowledge
A Ability
R Reinforce
Twitter: @mpace101 #CCCon12
31. Getting a Little Tactical & Started
Step 1 Step 2 Step 3
• Company Continuous
Communication
Policy
Learning
• Find your current
social leaders
• Brand Voice
Twitter: @mpace101 #CCCon12
33. References
• Edelman Digital / Edelman Consulting
• SideraWorks
• Community Roundtable
• Altimeter Group
• www.socialquickstarter.com – Constant Contact
Twitter: @mpace101 #CCCon12
34. Introductions
Michael Pace
Customer Support & Community Management
Executive
Twitter: @mpace101
LinkedIn
Blog: www.thepaceofservice.com
Text SOCSERVICE to 22828 for Mailing List
Editor's Notes
What are they looking for?What the session is not & where to get that info.More TED than tactical
Belief is why I am passionate about customer service and its value to the organization
Recruting – bullhornCrowdsourcing – R&D SolarWinds exampleBrand Advocacy – associates should be biggest advocates
Recruting – bullhornCrowdsourcing – R&D SolarWinds exampleBrand Advocacy – associates should be biggest advocates