Social Media and Social Tools aren't able to create a fully functional customer community. For corporations creating their own social network to support customers is key. This can be done via @Telligent

1. iGo2 Group Overview

2. Agenda The Power of Social Media Who is iGo2? iGo2 Solutions Customer Driven Support Partners Customers Founders of iGo2 Group

3. The Power of Social Media Social Media is disruptive Social Media is dynamic Social Media changes everything for a business Sales, Marketing, Service Human Resources Product Management Channels Processes Organisational Models

4. Who is iGo2 Group? iGo2 is a Social Business product and services company. iGo2 helps organisations like yours leverage the power of Social Media and Networks through relevant, focused and business oriented solutions. We assist to connect you with your markets and customers; convert your social data to business intelligence and manage your Social Media presence for maximum impact. Whether your business is already active in Social Media – but needs to do it better – or whether you are just starting out, iGo2 can provide everything from consultancy to a complete tailored solution. A holistic approach to Corporate Social Media All members are Certified Strategists in Social Media Utilise proven methodologies for : Social Media Assessments Social Media Strategy Development Social Media Programs and ROI Channel Empowerment through Social Media

5. iGo2 Focus Areas Strategy : formulating policy and strategy through researching your brand, customers, partners and competitors Tactics: building your social presence and integrating to your business processes; training and empowering employees and partners. Intelligence: monitoring,collecting, and analyzing social data to make informed and agile business and policy decisions. Tools: delivering, installing, supporting and integrating best of breed products for utilising the social web

6. The Social Ecosystem Wikis Blogs Participating Forums Listening, establishing reputation (I’m one of you) Managed Listening, supporting, building reputation, marketing External Communities Owned Closed Network Listening, supporting, building relationships, collaborating Internal Communities Example: customer communities Example: channels, members Example: Intranets, communities of practice Copyright 2011 Telligent. All rights reserved.

7. Many Social Tools Available Today Individually, these tools do not equal community Author(s) write articles Users comment to author Engagement focus: On the author Variety of people edit the content of a single piece of content Engagement focus: On the content Media Gallery Variety of people publish comments on specific topics or questions Engagement focus: On the topic Individuals publish files, picture, or video for users to comment on Engagement focus: On the media

8. Communities Enable Relationships Regular interaction among members who are united by a common interest allows for relationshipsto be formed Owned Communities Member to Member Collaboration

9. Different Objectives Online Communities Social Networks Relationships Business Objective Primary Enabler Primary Purpose Relationships Common Activity

10. External Communities Internal Communities Community Use Cases (80% of clients) Corporate Communication Customer-Driven Support Employee Networking & Collaboration Interactive Marketing Innovation Association Marketing

12. Identify dissatisfied customers quickly and take action

14. Communicate service updates in real time across channels

16. Uncover volatile topics and measure sentiment

18. Drilldown analysis

19. Sentiment analysis

20. Comparative Analysis

21. Drilldown to influencers

22. Drilldown to sources

23. Slice and dice

24. Periodic reporting – weekly, bi weekly, monthly, real timeSocial Media Monitoring Services iGo2 Group Pty Ltd – Providing you smart integrated responsible social business solutions

25. Potential Value of Social Intelligence Crisis Management Reputation Management Project Monitoring Improve customer service Competitor intelligence Partner intelligence Improve product and service development Improve target marketing Grow revenue Deflect costs Improve Customer Loyalty Policy or initiative review

26. Our Partners

27. Our Customers

28. The Founders of iGo2 Group All Certified Strategists in Social Media All have more than 20 years business experience in IT and industry