H rcom still wondering about social learning_final

Still wondering about “social”
learning?

Differentiating your Employee
Development Experience

Presented by Mike Merriman
mmerriman@mzinga.com
Follow @MerrimanMzinga
October 2011

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l

In today’s fast-paced world, the pressure
on businesses is higher than ever

Work smarter & more efficiently.
According to IDC, the cost of NOT easily
finding information = $3,300 per employee
each year

(That’s $3.3M in annual lost
opportunity cost for a
business of 1000 people)

3

Build brand credibility
& buyer trust.

30% of consumers rely less on
advertising, and much more on
recommendations from friends and
family for making buying decisions.

4

Reduce customer
response times.

More than 90% of customers' issues
haven't been unearthed in most organizations,
and in addition, often the organization doesn't
have answers for them, according to Forrester
Research.

These issues lead to long support calls, poor
issue resolution, cost increases and customer
dissatisfaction.

5

Improve customer
loyalty & satisfaction
The primary driver of a consumer's loyalty is
their experience with your business, product
or service.

Yet, marketers on average only invest
20% of their programs in loyalty and
customer experience efforts.

6

How can you differentiate your
employee experience to meet
the challenge head on?


The Elements of a Social Organization

A New Model

Ideate Share Listen Change
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Social Business Ecosystem
• Streamlined
client acquisition
• Customer
engagement
• Loyalty &
retention
• Listening &
engagement • On-demand
support
• Brand building
Customer
• Demand
generation Experience
• Social
commerce Brand
Mzinga Social Employee
Experience Business Experience
Ecosystem

• Engagement &
Partner collaboration
Experience
• Satisfaction &
retention
• Social business
• On-boarding &
outsourcing
recruiting
• Indirect revenue • Social learning
streams
• Developer
networks


What does it mean to foster a
social “employee experience”?


A collaborative, interactive employee
experience aligned with key business processes
is key to building an effective workforce…

Recruiting & On-boarding

1

Communication
Satisfaction & Retention 6 2 & Collaboration

Collaborative
Employee
Experience
Performance &
Career Development
5 3 Learning & Development

4

Innovation


User-Centric Employee Development
Experience
Learning & Development
Communication & • Capture & share best practices
Collaboration
• Fostered better knowledge retention
• Establish alignment
On-boarding • Enable team building • Increase business agility

• Provide network • Reduce rework
Performance & Career Development
for peer to peer
support • Enable mentoring and expand access to
SMEs throughout organization
• Reduce time to
productivity • Identify and promote rising stars

Innovation
Mzinga OmniSocial
• Invite all to participate in business
advancements
Your Brand • Capture collective intelligence

Recruiting & Retention
• Expand access to key talent
• Establish an extended workforce
• Improve morale by giving employees
a voice


Important Food for Thought…


Employees Aren’t As Engaged As You Think

Percentage of Employees Engaged In Their
Companies

Actively Engaged

Not Actively
Engaged

2011, Blessing White, Inc.

Measuring Employee Engagement

2011, Blessing White, Inc.

Where Are Employees Engaged?


Continuous Learning Model Provides
Greater Retention…


Nearly 60% Of Enterprises Will Have
Enterprise Social Investments This Year…

April 2011 “Leveraging Millennials To Drive Enterprise Social Initiatives”

Examples From Across the Enterprise…


What does it mean to foster a
social “customer experience”?


A consistent, engaged customer experience
aligned with a comprehensive customer
lifecycle is essential …

From the Customer’s Increase sales team
Awareness & information
From your Perspective collaboration and enable more
gathering
Perspective
1 direct target buyer interactions-
ultimately reducing sales cycles.
Acquire

Continued support 6 2 Purchase experience

Consistent
Customer
Customer
Experience
Solutions
Experience
Ongoing
communication & engagement
5
Support Engage
3 Implementation/
on-boarding experience
Significantly reduce support
costs and improve customer
response times by making your 4 Develop more interactive,
team readily accessible to mutually beneficial relationships
customer needs in real time. with customers that improve
Ongoing
satisfaction & retention.
product/service experience


Getting Started
& Real World Scenarios


Solution Overview

An interactive forum where job seekers
can find information and resources to
further their career goals

Business Goals

Connect job seekers directly with
Monster.com experts, hiring companies
and their peers to plan the next steps in
their career path to improve user
engagement, and offer users added value
to build loyalty

Results & ROI

“
• Improved Monster.com user
We wanted to create an interactive forum where job seekers could engagement
find information and resources to further their career goals. The • Streamline recruiting for Monster.com
users

”
Advice Forums allow our members to connect directly with both our
experts and their peers to plan the next steps in their career path.


DTCC
Solution Overview

An online portal for marketing DTCC
services, delivering training to the
masses, and enabling customers to
collaborate around content

Business Goals

• Increase revenue through fee-based
learning & related usage

• Improve customer access to relevant
service information

Results & ROI

• Over 15,000 current users

Financial services company that provides custody and asset • Additional revenue stream
servicing for 3.5 million securities issues from the United States and
110 other countries and territories, valued at $40 trillion.


Solution Overview

An online portal for delivering and
managing technical training for the
purposes of ongoing customer &
partner education

Business Goals

• Improve customer & partner competency

• Increase revenue through fee-based
learning solutions

• Increase customer satisfaction through a
comprehensive customer experience

Results & ROI

• Over 175,000 current users

• Active user participation in more than
12,000 learning events

• Additional revenue stream


Agilent Technologies
Solution Overview

Deliver an enterprise-wide
ecosystem to manage learning and
development for 28,000 geographically
dispersed employees.

Business Goals

Reduce training overhead by while
continuing to address the same level of
learning and development

Results & ROI

• 90% reductions in training vendors
The world’s premier measurement company—advancing
electronics, communications, life sciences and chemical • Saved $10M with eLearning adoption
analysis, with customers in 100 countries, 28,000 employees and $5.1
billion in revenues. • 60% reductions in training admin staff


Getting Started…

Implement reward Use community and
Gain Executive buy-in models to inspire social elements seen as
behavior change key to the transition

Start with a initiative-
level project viewed as Identify roles &
proof-of-concept for responsibilities
broader adoption

27

Questions?


Thank you!

www.mzinga.com
mmerriman@mzinga.com
Follow @MerrimanMzinga


H rcom still wondering about social learning_final

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