Nextgen social media presentation oct2012 20121004 final
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This document discusses how organizations can better listen to, talk with, support, and collaborate with customers using social media. It provides examples of social media platforms that can help with listening, talking, supporting customers more effectively at lower costs. It also suggests that organizations should understand their customers' needs, mission, values, and goals to engage customers through social media in a way that delivers value. Effective use of social media requires having the right policies, tools, data, leadership and financial resources.
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Nextgen social media presentation oct2012 20121004 final
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- 4. “ ” • • • • • •
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- 6. www.ge.com
- 7. Listening Talking Supporting Collaborating
- 10. Can I use social media to listen more effectively?
- 11. Where? What?
- 14. How can I present content to my stakeholders that delivers value?
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- 16. Can we use social media to provide improved support at less cost?
- 19. Can we collaborate more effectively with customers?
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- 23. Are we listening, talking, supporting and collaborating as well as we should be? Listening Talking Supporting Collaborating
- 24. • • • •
- 25. People Needs Who are you Serving? Where are they? What are they doing online? What drives them to engage with you? Customer Customer Customer Customer Employees Employees Segment A Segment B Segment A Segment B Mission Vision Why We Exist Strategic Goals Core Values New customers Improved Customer Service Financial Profitability More $ per customer Lower Customer Churn Lower Costs More Efficient Processes How We Do It Communicate Make (Services delivered) Talking / Informing Engaging / Energising Supporting Activities Listening Supporting Building Blocks Standards 25 People Leadership Data and and Policies Technology Finance Culture Information Social Media Policy (Tools) (Budget) Skills +Training Response Guide Risk Mgmt