65. Client Journey Assessment (Illustrative) Initial Assessment: Company is currently in Stage 2 of the client journey. There is significant executive support and internal excitement, but online engagement activities are fractured. No overall strategy, measurement or consistent conversation monitoring makes it tough to completely align and move forward to Stage 3. 8
67. Creating Delta Org/Client X Next Year Org/Client X Today 4 3 2 1 Summarized output from assessment What it looks like when we get there. Goals and success measures. Recommended actions (offerings) 10
68. Consider an accelerator you can control…like support? 11 Customers Self Help Semi Assist Phone
69. Customer Demand for Support is Changing 12 Customers Are Here Companies have Invested Here + Knowledge Base
73. Objectives, Goals, Strategies, Tactics. Objectives: A high-level achievement. Simple is best, like “Improve customer loyalty” or “Grow our market share.” Goals: Goals can be revenue, profit margin, members in a community, certifications delivered, a Net Promoter Score number, etc. Strategies: In sports or war, strategy describes action: Increase troop levels in a region. Or play man-to-man coverage. The commonality is connected work by a team or group of people. Tactics: A very specific action, like creating a new program or improving an existing one. A tactic might be “Launch a online listening program” or “Form a customer advisory board for the manufacturing group.”
74. By Nov. 1, 2011, we plan to: Increase employee participation in social media Tactic #3 listed here Tactic #6 listed here Tactic #1 listed here Tactic #2 listed here Tactic #4 listed here Tactic #5 listed here Tactic #7 listed here Tactic #8 listed here Tactic #13 listed here Tactic #14 listed here Tactic #10 listed here Tactic #11 listed here Tactic #12 listed here Train 40% of all employees on SM tools Strategy #3 listed here Strategy #1 listed here Strategy #2 listed here Measurable goal #2 listed here Measurable goal #3 listed here Measurable goal #4 listed here Strategy #5 listed here Strategy #4 listed here Objective #2 listed here Objective #3 listed here OBJECTIVES GOALS STRATEGIES TACTICS Sample OGST Plan
76. Any Questions? Find me at http://twitter.com/kristy kristy@antseyeview.com kristybolsinger@gmail.com http://facebook.com/kristybolsinger http://about.me/kristy