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Charlene Li Presentation
The document discusses creating a coherent social business strategy. It outlines 6 stages of social business maturity: 1) Planning, 2) Presence, 3) Engagement, 4) Formalized, 5) Strategic, and 6) Converged. Each stage involves typical goals, metrics, initiatives, and organizational resources. Examples are provided for how companies like Red Cross, Shell, eBay, and Sephora implement social strategies at different stages. Key recommendations for a successful social strategy include aligning executives with clear business goals, asking the right questions, creating a culture of sharing, developing discipline and process, and mastering the art of failure.
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Charlene Li Presentation
- 1. Creating A CoherentSocial Business Strategy Charlene Li, Founder & Analyst, Altimeter Group @charleneli | charlene@altimetergroup.com February 7, 2013 | Expion Summit
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- 4. FUTURE STRATEGY PREPARE © 2011 Altimeter Group
- 5. 5 What do youreally know about your customers? 25-55 years old, married, kids, working, graduate degree, reads Real Simple & Wired
- 6. 5 FACTORS 3 FACTORS 5 FACTORS 5X3X5=75 awareness consideration intent purchase support loyalty advocacy 75Xfactors 3 5 7=525
- 7. What Kind ofRelationship Do You Want? Short -term Long- term Transactional Two-way Occasional Constant Impersonal Authentic
- 8. Social Business ExistsAcross the Enterprise Sales Recruitment Performance Reviews Innovation Supply Chain
- 9. 9 Social as ConnectiveTissue Provides Context Rigid Organizations Adaptive Organizations
- 10. FUTURE STRATEGY PREPARE © 2011 Altimeter Group
- 11. Why Most SocialStrategies Fail No Clear Business Impact
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- 13. 6 Stages ofSocial Business Maturity 1. Planning 2. Presence Goals 3. Engagement Metrics Initiatives 4. Formalized Org & Resources 5. Strategic 6. Converged
- 14. 1 Planning “Listen to Learn” 14
- 15. Planning: “Listen toLearn” Learn how customers use social channels. Typical Goals Prioritize strategic goals where social can have the most impact. Metrics Initiatives Organization and Resources Mentions Listening / Monitoring Sentiment Internal Audits Monitoring Platform Pilots Part-time Headcount Long-term Vision Agency Support
- 16. Red Cross monitorssocial channels during disasters to direct relief efforts During disasters, the Red Cross is able to find out about specific incidents, spot trends, and anticipate public needs. Red Cross representatives can use the command center to quickly match disaster victims with aid relief. 16
- 17. 17 Conduct Internal andCompetitive Audits Source: Altimeter Group
- 18. 2 Presence “Stake Our Claim.” 18
- 19. Presence: “Stake OurClaim” Amplify existing marketing efforts. Typical Goals Encourage sharing. Metrics Initiatives Organization and Resources Share of Voice Social Content Fans, Followers, Shares Risk Management Dedicated Manager, PT Brand Metrics Training Content Management Traffic 4 Levels of Community Management
- 20. Shell Tracks ReputationImpact…Daily
- 21. Have The Courage to Take the Leap © 2011 Altimeter Group
- 22. 3 Engagement “Dialog Deepens Relationships” 22
- 23. Engagement: “Dialog Deepens Relationships” Drive consideration to purchase. Typical Goals Provide direct support. Internal employee engagement. Metrics Initiatives Organization and Resources Path to Purchase. Campaigns Long Term Programs Lower Support Costs Social Strategist Social Support Customer Satisfaction. Small, dedicated team. Communities. SMMS 4 Levels of Community Management
- 24. 24 Develop rules forengagement Source: “Social Media Strategy Secret Sauce: How Intel Makes Data-driven Decisions,” Allen Stephens, Keith Molesworth, and Tiffany Peery, March 21, 2011
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- 26. 4 Formalized “Organize For Scale” 26
- 27. Formalized: “Organize ForScale” Set governance for social. Typical Goals Create discipline & process. Strategic business goals Metrics Initiatives Organization and Resources Efficient Process Create Center of Excellence. Link to Department Enterprise Social Network Staffing up CoE Business Goals & ROI Tech Investment 4 Levels of Community Management
- 28. 28 Ebay’s Global CoEcoordinates across functions, properties, and geographies • Responsible for social strategy • Alignment of roadmaps and plans • Analytics and reporting infrastructure • Monthly Social Media Council meetings, with knowledge sharing initiatives Source: http://www.slideshare.net/influencepeoples/ali-croft-monitoring-social-media-ebay
- 29. 29 Kelly Services usesESN to cultivate internal culture among its distributed workforce "We are trying to build an inside culture that encourages risk-taking and more innovation at the front lines. It's critical to enable people, at all levels, who have an interest on a topic to be able to communicate without going through a chain of command. Carl Camden CEO of Kelly Services
- 30. 5 Strategic “Become a Social Business” 30
- 31. Strategic: “Become ASocial Business” Scale across business units. Typical Goals Moves into HR, Sales, Finance, Supply Chain. C-Level coordination required. Metrics Initiatives Organization and Resources Dept. Metrics SMMS to Scale Enterprise Metrics like Net CoE Coordinates Hubs Social is part of planning Promoter Score, LTV process. Dedicated Spoke Headcount 4 Levels of Community Management
- 32. Sephora integrates social + digitalin communities as well as in stores. customer spending Goal: average customer Understand their “superfans” who 2.5x community user spend 10X. 10x superfan 32
- 33. 6 Converged “Business is social.” 33
- 34. Transformation: “Business IsSocial” Social drives transformation. Typical Goals Integrate deeply into all aspects the enterprise. Metrics Initiatives Organization and Resources Deep Analytics Redefine Processes Predictive Training Social is everyone’s responsibility One Strategy 4 Levels of Community Management
- 35. FUTURE STRATEGY PREPARE © 2011 Altimeter Group
- 36. #1 Align ExecutivesWith Clear Business Goals
- 37. #2 Ask theRight Questions 37 About Value “We tend to overvalue the things we can measure, and undervalue the things we cannot.” - John Hayes, CMO of American Express © 2011 Altimeter Group
- 38. 38 # 3 Createa Culture of Sharing
- 39. 39 #4 Develop Disciplineand Process Source: “H&R Block’s Response Process” David Armano, Edelman 2010
- 40. 40 #5 Master the Art of Failure No relationships are perfect Google’s mantra: “Fail fast, fail smart” © 2011 Altimeter Group
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- 42. © 2013 AltimeterGroup
Editor's Notes
- #6 How much do you really know about me? If we are going to be in a relationship, then I expect that you’ve taken the time to get to know me before we even meet. Trust becomes a significant issue. Relationship between privacy and permission
- #7 ANIMATED SLIDE, MUST BE IN PRESENTATION MODE TO PLAYBut despite a fragmented industry, media are converging because consumers demand itComplexity is increasing in the business space. Consider these facts:There are new sources of information: Aside from press, media, analysts they are also relying on the crowd, friends, colleagues. Soon augmented reality will allow for new data forms we’ve not yet seen. (that’s about 5 factors)New forms of media: The channels as we know them Paid Owned and Earned are starting to intermix, as a result a new form of media is impacting them. Social websites have social ads, making content and advertising a new form. (that’s about 3 factors)New screens: Traditionally we’ve thought of TV, Laptop, and Mobile, but now we must factor in a tablet experience (which is different than the aforementioned) and with Google Glass augmented reality coming, that will be a fifth screen to build a strategy for. (that’s 5 factors)To understand the complexity, this model suggests 5 X 3 X 5 which is 75 different permutations. Next, the brand must understand this for every single phase: awareness, consideration, intent, purchase, support, loyalty, advocacy, (that’s 7 steps, resulting in 525 permutations per persona) then multiple times every product group and then geography, the math is staggering on the complexity.
- #18 The SRR’s 45 points fall under the following categories:Customer ProfileMarket AnalysisAuditOrganizational ModelProcessesPoliciesRoad MapEducationCommunicationRolesStakeholdersMonitoringReporting
- #25 http://www.slideshare.net/zenaweist/hrblockresponseprocess
- #29 http://www.sncr.org/node/445#.ULahXdPjmXgThe SolutionA self-contained online training module was selected as the ideal means for delivering training to North American employees. (PepsiCo recognized that this would limit presentation of the training to employees with access to the MyPepsiCo portal, but plans were set in motion to incorporate social media policy training into the annual face-to-face Code of Conduct training all of these employees receive.)The online module would contain a mix of text, graphics, audio and video, leveraging each based on its strengths, combining to offer a compelling and entertaining training module that employees could complete in no more than 45 minutes.The training concludes with a quiz that tests employees on their understanding of the issues presented in the training module. Upon successful completion of the quiz, employees are directed to an online survey where they are able to share their thoughts about the effectiveness of the training.Articulate, a Learning Management System (LMS)-compliant training software package, was selected as the platform for the training. Articulate is presented as a Flash element on a web page and requires no special add-ons or software (other than a web browser and Flash) for employees to use it.
- #40 http://www.slideshare.net/zenaweist/hrblockresponseprocess