Customer centric organizations in the age of social media
Social Business Innovation
L E A D E R S H I P N E T W O R K
ORGANIZATIONS IN THE
AGE OF SOCIAL MEDIA
Sofus Midtgaard, Introduction
November 25th 12.00-16.00
/ Rethinking business, organizations & leadership
In the old days...
…brands wanted everybody
to pay attention to them..
...the primary way to
influence consumers was
to by advertising...
Paid Owned Earned
Print, Television, Radio,
Direct mail, SEM/Paid
Search, in-store media
Brochure, retail stores,
Mobile apps etc.
Word of mouth,
Digg, Youtube, Flickr,
Strangers Customers Fans
Source: With inspiration from MEC, Starbucks and Forrester
1. How can we effectively listen to dialogues
about our organizations and products on social
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?