Customer centric organizations in the age of social media

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A short introduction to the Customer-centric organizations in the age of social media - my slides from the last LeaderLab get-together on November 25th 2010

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Customer centric organizations in the age of social media

  1. 1. LeaderLab / Social Business Innovation LEADERLAB 2010 L E A D E R S H I P N E T W O R K CUSTOMER CENTRIC ORGANIZATIONS IN THE AGE OF SOCIAL MEDIA Sofus Midtgaard, Introduction Network Meeting November 25th 12.00-16.00 / Rethinking business, organizations & leadership
  2. 2. In the old days... http://blog.modernmechanix.com/2008/02/14/bugle-call-into-megaphone-gets-em-up-in-the-morning/
  3. 3. …brands wanted everybody to pay attention to them.. http://www.lionsgate.com/
  4. 4. ...the primary way to influence consumers was to by advertising... http://warnerbros.pbworks.com/f/rupert-murdoch-newspapers.jpg
  5. 5. ...today brands are hiring Chief Listening Officers... Source: ??? Please help….
  6. 6. http://www.leaderlab.com
  7. 7. Paid Owned Earned Print, Television, Radio, Magazines, Cinema, Outdoor, Banners, Direct mail, SEM/Paid Search, in-store media Brochure, retail stores, company website, Microsite, community, Facebook Fanpage, Mobile apps etc. Word of mouth, Facebook, Twitter, Digg, Youtube, Flickr, blogs, forums Strangers Customers Fans Source: With inspiration from MEC, Starbucks and Forrester
  8. 8. Costumer Service Sales Communication Marketing R&D /Product Development
  9. 9. Open Dialogue 1. How can we effectively listen to dialogues about our organizations and products on social media? 2. How can we engage with customers, suppliers, employees and citizens in new ways in order to increase loyalty and legitimacy? 3. What does a customer centric organization look like in the age of social media?

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