Social Media and the horticulture industry
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The document discusses how organizations can use social media to better listen to, talk with, support, and collaborate with customers and employees. 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 evaluate how well they are currently utilizing social media across these key areas and identifies questions to help guide social media strategy and identify opportunities for improvement.
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Social Media and the horticulture industry
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- 5. • – – • –
- 6. “ ” • • • • • •
- 7. www.ge.com
- 8. Listening Talking Supporting Collaborating
- 13. Can I use social media to listen more effectively?
- 14. Where? What?
- 17. How can I present content to my stakeholders that delivers value?
- 18. • • • •
- 19. Can we use social media to provide improved support at less cost?
- 21. Can we collaborate more effectively with customers?
- 23. www.yammer.com
- 24. • • •
- 25. Are we listening, talking, supporting and collaborating as well as we should be? Listening Talking Supporting Collaborating
- 26. • • • •
- 27. 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 People Data and Information Standards 27 and Policies Technology Finance Leadership Customer interactions Culture database Social Media Policy (Tools) (Budget) Skills +Training Response Guide Change management Analytics Risk Mgmt