How social tools can help revolutionize business and unleashes the power of people - your company's greatest asset.

1. The Power of the Social
Organization
Michael Pace
Twitter: @mpace101 #CCSummit 1

2. Michael Pace
Customer Support & Community
Management Executive
Twitter: @mpace101
LinkedIn
Blog: www.thepaceofservice.com
Text SOCSERVICE to 22828 for Mailing List
Twitter: @mpace101 #CCSummit
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3. 1. Expectations & Starting with WHY
2. What is the Social Organization
3. The Power of the Social Organization
4. Where to start / how to build it
5. Sharing experiences and Q&A
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5. My AHA Moment
Take On Me, by AHA – circa
before the internet
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6. 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
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7. 800 + Million
500 Billion
Peer
140 Million = Aver. # of tweets Impressions
sent per day per year
Data via Socialnomics
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8. 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
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9. Twitter: @mpace101 #CCSummit
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10. Everyone has a
voice
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11. Twitter: @mpace101 #CCSummit 11

12. Twitter: @mpace101 #CCSummit 12

13. How many of you have ever IM’d, texted or
Emailed someone right next to you?
How many of you two years ago said “I don’t need
a Facebook account!”?
How many of you have completely unplugged for a
whole week? How did you feel?
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14. A social business is an organization
designed consciously around sociality
and social tools, as a response to a
changed world and the emergence of
the social web, including social media,
social networks, and a long list of other
advances. – Stowe Boyd @stoweboyd
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15. 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
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16. Twitter: @mpace101 #CCSummit 16

17. Customers
Organization
Department
Personal
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18. “There are a lot more smarter people
outside your <organization>, than inside
it” – John Hagel III The Power of Pull
Customer
Service
Social
Media
Leadership
Personal
YOU Twitter: @mpace101 #CCSummit 18

19. Opportunities Tools Results
Process / Project
Management
Wikis ₌ Consistency
Collaboration
Confluence ₌Time
Policies
Yammer / Chatter ₌ Efficiency / Cost
Knowledge
Management
Communities ₌ Culture
Gen.
₌ Quality
Communications Video
Training
Dept.
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20. "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
Dept. sCRM solution. (GetSatisfaction, unkn)
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21. 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
18.5X - &
Crowdsourcing
Recruiting doesn’t even speak
to quality of
impression
Content/SEO Open Culture
Brand Advocacy
Product
Org.
Marketing
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22. 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
Org. increase in Point-of-Sale Net Promoter Score.
(Communispace, 2011)
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23. • Open
Sincerity
• Transparent
• Proactive Service
Competency
• Edu-taining
• Available
Reliability
• Listening
Customer
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25. Get Yourself Involved
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26. Where are you NOW?
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27. Know Your Business Strategy
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28. Know Your Customers
Determine what is most
important to your customer
Socially, Physically &
Mentally
By Vertical or Type of
Customer
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29. Know Your Business Strategy
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30. Twitter: @mpace101 #CCSummit
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31. A Awareness
D Desire
K Knowledge
A Ability
R Reinforce
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32. Customers
Organization
Department
Personal
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33. Twitter: @mpace101 #CCSummit 33

34.  Edelman Digital / Edelman Consulting
 Community Roundtable
 www.socialquickstarter.com – Constant Contact
 Rosetta
 Socialnomics
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35. Michael Pace
Customer Support & Community Management
Executive
Twitter: @mpace101
LinkedIn
Blog: www.thepaceofservice.com
Text SOCSERVICE to 22828 for Mailing List
Twitter: @mpace101 #CCSummit
35