The Power of the Social Organization

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How social tools can help revolutionize business and unleashes the power of people - your company's greatest asset.

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  • 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
  • Twitter Google ReaderSalman Khan / TED Training & Development
  • Recruting – bullhornCrowdsourcing – R&D SolarWinds exampleBrand Advocacy – associates should be biggest advocates
  • Recruting – bullhornCrowdsourcing – R&D SolarWinds exampleBrand Advocacy – associates should be biggest advocates
  • LinkedInFacebookTwitterBlogs Communities
  • LinkedInFacebookTwitterBlogs Communities
  • The Power of the Social Organization

    1. 1. The Power of the SocialOrganizationMichael Pace Twitter: @mpace101 #CCSummit 1
    2. 2. Michael Pace Customer Support & Community Management Executive Twitter: @mpace101 LinkedIn Blog: www.thepaceofservice.comText SOCSERVICE to 22828 for Mailing List Twitter: @mpace101 #CCSummit 2
    3. 3. 1. Expectations & Starting with WHY2. What is the Social Organization3. The Power of the Social Organization4. Where to start / how to build it5. Sharing experiences and Q&A Twitter: @mpace101 #CCSummit 3
    4. 4. Twitter: @mpace101 #CCSummit 4
    5. 5. My AHA MomentTake On Me, by AHA – circa before the internet Twitter: @mpace101 #CCS2012 5
    6. 6. I believe people and relationships are every company’s most important and underutilized assetWe 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 6
    7. 7. 800 + Million 500 Billion Peer140 Million = Aver. # of tweets Impressions sent per day per year Data via Socialnomics Twitter: @mpace101 #CCSummit 7
    8. 8. So if you want a More than ½ ofsense of where the world’sthe world’s population ismedia habits under 30 …are headed, it which meansmakes sense to they don’t knowwatch what kids life before theare doing. internet. Kaiser Family Foundation – Socialnomics Jan 2010 Twitter: @mpace101 #CCSummit 8
    9. 9. Twitter: @mpace101 #CCSummit 9
    10. 10. Everyone has a voice Twitter: @mpace101 #CCSummit 10
    11. 11. Twitter: @mpace101 #CCSummit 11
    12. 12. Twitter: @mpace101 #CCSummit 12
    13. 13. How many of you have ever IM’d, texted orEmailed someone right next to you?How many of you two years ago said “I don’t needa Facebook account!”?How many of you have completely unplugged for awhole week? How did you feel? Twitter: @mpace101 #CCSummit 13
    14. 14. A social business is an organizationdesigned consciously around sociality and social tools, as a response to a changed world and the emergence ofthe social web, including social media,social networks, and a long list of otheradvances. – Stowe Boyd @stoweboyd Twitter: @mpace101 #CCSummit 14
    15. 15. CLTV & UniverseObjective CLTV Efficiency Domination Social Quality CrushStrategy Business + Work Rebellion Social Tools Hammer Light Saber Media CommunityDiscipline Carpentry Force Mgmt Really Voice Brand Smoker Heavy Smoker Twitter: @mpace101 #CCSummit 15
    16. 16. Twitter: @mpace101 #CCSummit 16
    17. 17. CustomersOrganizationDepartment Personal Twitter: @mpace101 #CCSummit 17
    18. 18. “There are a lot more smarter people outside your <organization>, than inside it” – John Hagel III The Power of Pull Customer Service Social Media LeadershipPersonal YOU Twitter: @mpace101 #CCSummit 18
    19. 19. Opportunities Tools ResultsProcess / Project Management Wikis ₌ ConsistencyCollaboration Confluence ₌TimePolicies Yammer / Chatter ₌ Efficiency / CostKnowledge Management Communities ₌ CultureGen. ₌ Quality Communications VideoTraining Dept. Twitter: @mpace101 #CCSummit 19
    20. 20. "Yammer has gone beyond all of our expectations and has becomeembedded in the way that were doing things. Its helped driveinnovation and build community at Deloitte, and were finding newvalue in the tool every day. The results will be bigger than youexpect.”- Peter Williams, CEO, Deloitte Digital, on behalf of DeloitteAustralia Elsevier. Wiki drives 80% reduction in interdepartmental e-mail volume. (Socialtext, unkn)Scotiabank. Community eliminated over 300intranet sites as well as the need to build newsites. (Jive Software, 2011) Rhapsody. 50% decrease in support costs and 53% decrease in weekly support contacts via Dept. sCRM solution. (GetSatisfaction, unkn) Twitter: @mpace101 #CCSummit 20
    21. 21. Social Average Reach / Company Size Competent Network Size Impressions IndividualsTraditional Org 1000 20 3000 60,000Social Org 100 75 1500 112,500Soc Org (full) 1000 750 1500 1,125,000 18.5X - & Crowdsourcing Recruiting doesn’t even speak to quality of impression Content/SEO Open Culture Brand Advocacy Product Org. Marketing Twitter: @mpace101 #CCSummit 21
    22. 22. Community users spend 2.5x more thanaverage customers, superfans spend 10x more. (Lithium Technologies, 2011) Gilt Groupe. Online community insights drove 10% increase in shopping cart conversion and a five-point Org. increase in Point-of-Sale Net Promoter Score. (Communispace, 2011) Twitter: @mpace101 #CCSummit 22
    23. 23. • Open Sincerity • Transparent • Proactive Service Competency • Edu-taining • Available Reliability • ListeningCustomer Twitter: @mpace101 #CCSummit 23
    24. 24. Twitter: @mpace101 #CCSummit 24
    25. 25. Get Yourself Involved Twitter: @mpace101 #CCSummit 25
    26. 26. Where are you NOW? Twitter: @mpace101 #CCSummit 26
    27. 27. Know Your Business Strategy Twitter: @mpace101 #CCSummit 27
    28. 28. Know Your Customers Determine what is most important to your customerSocially, Physically & Mentally By Vertical or Type of Customer 28
    29. 29. Know Your Business Strategy Twitter: @mpace101 #CCSummit 29
    30. 30. Twitter: @mpace101 #CCSummit 30
    31. 31. A AwarenessD DesireK KnowledgeA AbilityR Reinforce Twitter: @mpace101 #CCSummit 31
    32. 32. CustomersOrganizationDepartment Personal Twitter: @mpace101 #CCSummit 32
    33. 33. Twitter: @mpace101 #CCSummit 33
    34. 34.  Edelman Digital / Edelman Consulting Community Roundtable www.socialquickstarter.com – Constant Contact Rosetta Socialnomics Twitter: @mpace101 #CCSummit 34
    35. 35. Michael PaceCustomer Support & Community Management Executive Twitter: @mpace101 LinkedIn Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List Twitter: @mpace101 #CCSummit 35

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