Leveraging social via collaboration tools internally, and using it for customer experience enhancement and brand building externally

3. • Chronic Complaints about inbox glut and “internal spam”
• Rise of Collaboration tools
• Asana
• SharePoint
• IBM
• Adoption of Internal IM
• Integration of Social-like feeds into collaboration
softwares and into CRM
• SalesForce.com and Yammer
• Generational shift from using email to social for
communication

4. • Discuss collaboration tools
• Do you already have SharePoint? How is it utilized? Could you
be doing more?
• Review potential products – many have low price points
• IM in the Enterprise
• Do you already have IM capabilities? How are you using them?
• Do you already have a system that has IM capabilities, but you
haven’t rolled it out (e.g. Microsoft LYNC)? What might be the
benefits of enabling it?
• No IM solution? Discuss the several affordable enterprise
solutions out there – and how your team might benefit.

6. • Customer Service and Customer Experience - the driver
of business going forward
• Social for Customer Service – Expectations of customers
to reach you by phone, web, chat, Twitter - and all 24/7
• The Rise of Localization
• Social as effective feedback mechanism/survey tool
• Method to communicate your values to your customers
and humanize your brand

7. • How are you providing customer service? Are you
leveraging social to do so?
• Are you using social to poll and actively solicit feedback
from your customers? If so- what are you doing with the
feedback?
• Is your mobile solution leveraging local? If not – is this
something you can take advantage of? What kind of
offers and info can you communicate that are specific to
where a customer is located?
• Review your Social Properties anew with “first-time eyes”
–if you knew nothing about your firm – what impressions
and message do you get if this is the first place you are
encountering the firm?

9. • Historically – most Brand Communication was one-way
• Social makes the conversation two-way
• Average people advocating your brand is more powerful
than you doing it
• Social is a perfect medium for story telling
• If you aren’t on a social platform yet – don’t enter without
a strategy
• If you are on the major platforms – it is time to reassess –
because the demographics are shifting – are you
everywhere you need to be -

10. • Do you know who your customer “mavens” are? Are you
taking advantage of them to help spread the word about
you and your products or services? How can you recruit
and reward these types of customers?
• How are you leveraging story-telling? What is your
process for finding good customer stories? How are you
using those stories when you find them?
• Platform assessment – do you have a plan for assessing
and expanding to emerging social media platforms?

12. • Twitter has replaced traditional press releases
• Twitter is the best place to search for breaking news
• In a crisis – Twitter is the quickest way to get your
message out
• The concept of “Curated Search”
• Compounding effect of Social in spreading your message
• Viral – the Good and the Bad

13. • Twitter – if you are not on Twitter – seriously sign up now
(You don’t have to tweet)
• Assessment – what is your firm doing on Twitter
compared to your major competitors?
• Assessment- what is your firm doing on Twitter compared
to Best of Breed Companies in other industries?
• Is Twitter a part of your response mechanism to crisis
management?