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Power of Social Business

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Michael Pace
Michael Pace

Introduction to Social Business - designed specifically for presentation to Contact Center Management

Business
1 of 34
The Power of Social Business Michael Pace Twitter: @mpace101 #CCCon12
Introductions Michael Pace Customer Support & Community Management Executive Twitter: @mpace101 LinkedIn Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List Twitter: @mpace101 #CCCon12
Twitter: @mpace101 #CCCon12 3
Session Agenda 1. Expectations & Starting with WHY 2. What is a Social Business 3. The Power of the Social Business 4. Where to start / how to build it 5. Sharing experiences and Q&A Twitter: @mpace101 #CCCon12
Social Today >1.5 BILLION Number of Social Networking Users Globally 80 % Proportion of Users Who Interact with Social Networks Regularly 90 % Proportion of Companies Using Social Tech. That Report Benefits From Them 28 Hours Time Each Week Spent by Knowledge Workers Writing Emails, McKinsey Report Searching For Info, and Collaborating Internally Twitter: @mpace101 #CCCon12
The Potential $900B – 1.3Trillion Annual Value That Could Be Unlocked by Social Tech. In The Top 4 Business Sectors 1/3 Share Of Consumer Spending That Could Be Influenced by Social Shopping 2X Potential Value From Better Enterprise Communication & Collaboration 20-25% Potential Improvement Possible In McKinsey Report Knowledge Worker Productivity Twitter: @mpace101 #CCCon12
But (and it’s a BIG BUT)… … only 17% Have Distributed Social Initiatives Throughout the Organization eMarketer Twitter: @mpace101 #CCCon12
If You Still Don’t Believe So if you want a More than ½ of sense of where the world’s the world’s population is media habits under 30 … are headed, it which means makes sense to they don’t know watch what kids life before the are doing. internet. Kaiser Family Foundation – Socialnomics Jan 2010 Twitter: @mpace101 #CCCon12
I believe people and relationships are every company’s most important and underutilized asset We 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 9
Social Business is the creation of an organization that is optimized to benefit its entire ecosystem (customers, employees, owners, partners) by embedding collaboration, information sharing, and active engagement into its operations and culture. The result is a more responsive, adaptable, effective, and ultimately more successful company. SideraWorks Twitter: @mpace101 #CCCon12
Swinging a Hammer Does Not Make You a Carpenter; It Just Makes You Dangerous Twitter: @mpace101 #CCCon12
CLTV & Universe Objective CLTV Efficiency Domination Social Quality Crush Strategy Business + Work Rebellion Social Tools Hammer Light Saber Media Community Discipline Carpentry Force Mgmt Really Voice Brand Smoker Heavy Smoker Twitter: @mpace101 #CCCon12
Twitter: @mpace101 #CCCon12 13
The Power of Social Business Customers Organization Department Personal / Associate Twitter: @mpace101 #CCCon12
“There are a lot more smarter people outside your <organization>, than inside it” – John Hagel III The Power of Pull Twitter: @mpace101 #CCCon12
Twitter: @mpace101 #CCCon12
"Yammer has gone beyond all of our expectations and has become embedded in the way that we're doing things. It's helped drive innovation and build community at Deloitte, and we're finding new value in the tool every day. The results will be bigger than you expect.” - Peter Williams, CEO, Deloitte Digital, on behalf of Deloitte Australia Elsevier. Wiki drives 80% reduction in interdepartmental e-mail volume. (Socialtext, unkn) Scotiabank. Community eliminated over 300 intranet sites as well as the need to build new sites. (Jive Software, 2011) Rhapsody. 50% decrease in support costs and 53% decrease in weekly support contacts via sCRM solution. (GetSatisfaction, unkn) Twitter: @mpace101 #CCCon12
Social Average Reach / Company Size Competent Network Size Impressions Individuals Traditional Org 1000 20 3000 60,000 Social Org 100 75 1500 112,500 Soc Org (full) 1000 750 1500 1,125,000 Crowdsourcing Recruiting 18.5X - & doesn’t even speak to quality of impression Open Culture Content/SEO Brand Advocacy Product Marketing Twitter: @mpace101 #CCCon12
Community users spend 2.5x more than average customers, superfans spend 10x more. (Lithium Technologies, 2011) Gilt Groupe. Online community insights drove 10% increase in shopping cart conversion and a five-point increase in Point-of-Sale Net Promoter Score. (Communispace, 2011) Twitter: @mpace101 #CCCon12
• Open Sincerity • Transparent Trust Competency • Proactive Service • Edu-taining • Available Reliability • Listening Twitter: @mpace101 #CCCon12
It’s not easy … And may feel like a scuba diver spinning a battleship Twitter: @mpace101 #CCCon12
CoffmanOrganization Twitter: @mpace101 #CCCon12
Altimeter Group Twitter: @mpace101 #CCCon12
Get Yourself Involved Twitter: @mpace101 #CCCon12
Know Your Business Strategy Twitter: @mpace101 #CCCon12
Assess Where You Are Today 26
Know Your Customers (& Partners, Associates, C-Level) Determine what is most important to your customer Socially, Physically & Mentally By Vertical or Type of Customer Twitter: @mpace101 #CCCon12
It’s Not a Lonely Initiative Twitter: @mpace101 #CCCon12
Know Your Brand’s Voice Twitter: @mpace101 #CCCon12
Manage the Change A Awareness D Desire K Knowledge A Ability R Reinforce Twitter: @mpace101 #CCCon12
Getting a Little Tactical & Started Step 1 Step 2 Step 3 • Company Continuous Communication Policy Learning • Find your current social leaders • Brand Voice Twitter: @mpace101 #CCCon12
Sharing experiences and Q&A Twitter: @mpace101 #CCCon12
References • Edelman Digital / Edelman Consulting • SideraWorks • Community Roundtable • Altimeter Group • www.socialquickstarter.com – Constant Contact Twitter: @mpace101 #CCCon12
Introductions Michael Pace Customer Support & Community Management Executive Twitter: @mpace101 LinkedIn Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List

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Power of Social Business

  • 1. The Power of Social Business Michael Pace Twitter: @mpace101 #CCCon12
  • 2. Introductions Michael Pace Customer Support & Community Management Executive Twitter: @mpace101 LinkedIn Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List Twitter: @mpace101 #CCCon12
  • 4. Session Agenda 1. Expectations & Starting with WHY 2. What is a Social Business 3. The Power of the Social Business 4. Where to start / how to build it 5. Sharing experiences and Q&A Twitter: @mpace101 #CCCon12
  • 5. Social Today >1.5 BILLION Number of Social Networking Users Globally 80 % Proportion of Users Who Interact with Social Networks Regularly 90 % Proportion of Companies Using Social Tech. That Report Benefits From Them 28 Hours Time Each Week Spent by Knowledge Workers Writing Emails, McKinsey Report Searching For Info, and Collaborating Internally Twitter: @mpace101 #CCCon12
  • 6. The Potential $900B – 1.3Trillion Annual Value That Could Be Unlocked by Social Tech. In The Top 4 Business Sectors 1/3 Share Of Consumer Spending That Could Be Influenced by Social Shopping 2X Potential Value From Better Enterprise Communication & Collaboration 20-25% Potential Improvement Possible In McKinsey Report Knowledge Worker Productivity Twitter: @mpace101 #CCCon12
  • 7. But (and it’s a BIG BUT)… … only 17% Have Distributed Social Initiatives Throughout the Organization eMarketer Twitter: @mpace101 #CCCon12
  • 8. If You Still Don’t Believe So if you want a More than ½ of sense of where the world’s the world’s population is media habits under 30 … are headed, it which means makes sense to they don’t know watch what kids life before the are doing. internet. Kaiser Family Foundation – Socialnomics Jan 2010 Twitter: @mpace101 #CCCon12
  • 9. I believe people and relationships are every company’s most important and underutilized asset We 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 9
  • 10. Social Business is the creation of an organization that is optimized to benefit its entire ecosystem (customers, employees, owners, partners) by embedding collaboration, information sharing, and active engagement into its operations and culture. The result is a more responsive, adaptable, effective, and ultimately more successful company. SideraWorks Twitter: @mpace101 #CCCon12
  • 11. Swinging a Hammer Does Not Make You a Carpenter; It Just Makes You Dangerous Twitter: @mpace101 #CCCon12
  • 12. CLTV & Universe Objective CLTV Efficiency Domination Social Quality Crush Strategy Business + Work Rebellion Social Tools Hammer Light Saber Media Community Discipline Carpentry Force Mgmt Really Voice Brand Smoker Heavy Smoker Twitter: @mpace101 #CCCon12
  • 14. The Power of Social Business Customers Organization Department Personal / Associate Twitter: @mpace101 #CCCon12
  • 15. “There are a lot more smarter people outside your <organization>, than inside it” – John Hagel III The Power of Pull Twitter: @mpace101 #CCCon12
  • 17. "Yammer has gone beyond all of our expectations and has become embedded in the way that we're doing things. It's helped drive innovation and build community at Deloitte, and we're finding new value in the tool every day. The results will be bigger than you expect.” - Peter Williams, CEO, Deloitte Digital, on behalf of Deloitte Australia Elsevier. Wiki drives 80% reduction in interdepartmental e-mail volume. (Socialtext, unkn) Scotiabank. Community eliminated over 300 intranet sites as well as the need to build new sites. (Jive Software, 2011) Rhapsody. 50% decrease in support costs and 53% decrease in weekly support contacts via sCRM solution. (GetSatisfaction, unkn) Twitter: @mpace101 #CCCon12
  • 18. Social Average Reach / Company Size Competent Network Size Impressions Individuals Traditional Org 1000 20 3000 60,000 Social Org 100 75 1500 112,500 Soc Org (full) 1000 750 1500 1,125,000 Crowdsourcing Recruiting 18.5X - & doesn’t even speak to quality of impression Open Culture Content/SEO Brand Advocacy Product Marketing Twitter: @mpace101 #CCCon12
  • 19. Community users spend 2.5x more than average customers, superfans spend 10x more. (Lithium Technologies, 2011) Gilt Groupe. Online community insights drove 10% increase in shopping cart conversion and a five-point increase in Point-of-Sale Net Promoter Score. (Communispace, 2011) Twitter: @mpace101 #CCCon12
  • 20. • Open Sincerity • Transparent Trust Competency • Proactive Service • Edu-taining • Available Reliability • Listening Twitter: @mpace101 #CCCon12
  • 21. It’s not easy … And may feel like a scuba diver spinning a battleship Twitter: @mpace101 #CCCon12
  • 24. Get Yourself Involved Twitter: @mpace101 #CCCon12
  • 25. Know Your Business Strategy Twitter: @mpace101 #CCCon12
  • 26. Assess Where You Are Today 26
  • 27. Know Your Customers (& Partners, Associates, C-Level) Determine what is most important to your customer Socially, Physically & Mentally By Vertical or Type of Customer Twitter: @mpace101 #CCCon12
  • 28. It’s Not a Lonely Initiative Twitter: @mpace101 #CCCon12
  • 29. Know Your Brand’s Voice Twitter: @mpace101 #CCCon12
  • 30. Manage the Change A Awareness D Desire K Knowledge A Ability R Reinforce Twitter: @mpace101 #CCCon12
  • 31. Getting a Little Tactical & Started Step 1 Step 2 Step 3 • Company Continuous Communication Policy Learning • Find your current social leaders • Brand Voice Twitter: @mpace101 #CCCon12
  • 32. Sharing experiences and Q&A Twitter: @mpace101 #CCCon12
  • 33. References • Edelman Digital / Edelman Consulting • SideraWorks • Community Roundtable • Altimeter Group • www.socialquickstarter.com – Constant Contact Twitter: @mpace101 #CCCon12
  • 34. Introductions Michael Pace Customer Support & Community Management Executive Twitter: @mpace101 LinkedIn Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List

Editor's Notes

  1. What are they looking for?What the session is not &amp; where to get that info.More TED than tactical
  2. Belief is why I am passionate about customer service and its value to the organization
  3. Recruting – bullhornCrowdsourcing – R&amp;D SolarWinds exampleBrand Advocacy – associates should be biggest advocates
  4. Recruting – bullhornCrowdsourcing – R&amp;D SolarWinds exampleBrand Advocacy – associates should be biggest advocates
  5. LinkedInFacebookTwitterBlogs Communities
  6. LinkedInFacebookTwitterBlogs Communities