Presentation on Social Media for Business for Nextgen Networks breakfast seminar, 5th October 2012

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6. www.ge.com

7. Listening Talking Supporting Collaborating

9. www.sproutsocial.com

10. Can I use social media to
listen more effectively?

11. Where?
What?

13. http://www.symphony3.com/_blog/Online_Business
_Strategy_And_Digital_Marketing/post/Social_Med
ia_Guide_Infographic/
http://www.youtube.com/blendtec

14. How can I present content
to my stakeholders that
delivers value?

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16. Can we use social media to
provide improved support
at less cost?

17. www.uservoice.com

19. Can we collaborate
more effectively with
customers?

20. www.centraldesktop.com

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23. Are we listening,
talking, supporting
and collaborating as
well as we should
be?
Listening Talking Supporting Collaborating

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25. People Needs
Who are you Serving? Where are they?
What are they doing online? What drives them to engage with you?
Customer Customer Customer Customer
Employees Employees
Segment A Segment B Segment A Segment B
Mission Vision
Why We Exist Strategic Goals Core Values
New customers Improved Customer Service
Financial Profitability
More $ per customer Lower Customer Churn Lower Costs More Efficient Processes
How We Do It
Communicate
Make (Services delivered)
Talking / Informing Engaging / Energising
Supporting Activities Listening Supporting
Building Blocks
Standards 25
People
Leadership Data and and Policies Technology Finance
Culture Information Social Media Policy (Tools) (Budget)
Skills +Training Response Guide
Risk Mgmt