The "Social" Customer is forcing businesses to either be customer centric or add new channels of interactions. How can you organization prepare?

1. “Social” Business
Transforming the organization's culture in stages.

2. “Social” disruptions
● Customers are
– Creating & Sharing
● Content
● Connections
– Anywhere
– Anytime
Image credit: http://www.flickr.com/photos/erica_marshall/2885783824/
How is your business preparing to respond to the “social” customer?
How is your response going to make &/or save money?

3. Social Interactions
measure
Listen Share
Engage Collaborate
Influence Reuse
Customer AnalyZe Employees
Help & encourage your employees to share knowledge & information.
Tacit knowledge is tricky, but organizational stories help.
Information needs to move across organizational & data silos.

4. Social Interactions
measure
Listen Share
Engage Collaborate
Influence Reuse
Customer AnalyZe Employees
Build a collaborative culture within the organization.
Build the tools to facilitate various kinds of collaboration.

5. Social Interactions
measure
Listen Share
Engage Collaborate
Influence Reuse
Customer AnalyZe Employees
“Whats in it for me” & “Non invented here” syndroms afflict most organizations.
Reward & recognize reuse, its the toughest of changes in organization culture.

6. Social Interactions
measure
Listen Share
Engage Collaborate
Influence Reuse
Customer AnalyZe Employees
Your customers are creating & sharing content all over the web, listen to them.
They also talk about you, your offerings, partners, industry or competitors.

7. Social Interactions
measure
Listen Share
Engage Collaborate
Influence Reuse
Customer AnalyZe Employees
Once you have learned who is talking where and about what, test the waters.
Talk to your customers by visiting places where they already are. Build a raport.
Be genuine, helpful. Do not try to control the conversation. Build trust.

8. Social Interactions
measure
Listen Share
Engage Collaborate
Influence Reuse
Customer AnalyZe Employees
Once you have the trust of your customers, find the advocates, invite them to
your own online community. Help them build & keep the community vibrant.

9. Social Interactions
measure
Listen Share
Engage Collaborate
Influence Reuse
Customer AnalyZe Employees
Measure & Analyse at each stage of your transformation.

10. Social Interactors
Social
gRAPH
Advocates Experts
opinion leaders Idea percolators
Influencers change diffusers
Detractors “dead zones”
Customer Social Employees
Capital
To be continued ...

11. Thank you!
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