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Still wondering about “social”
     learning?

     Differentiating your Employee
     Development Experience

     Presented by Mike Merriman
     mmerriman@mzinga.com
     Follow @MerrimanMzinga
     October 2011

MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
In today’s fast-paced world, the pressure
         on businesses is higher than ever
MZINGA    l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Work smarter & more efficiently.
    According to IDC, the cost of NOT easily
    finding information = $3,300 per employee
    each year


    (That’s $3.3M in annual lost
    opportunity cost for a
    business of 1000 people)




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
                                                   3
Build brand credibility
   & buyer trust.

   30% of consumers rely less on
   advertising, and much more on
   recommendations from friends and
   family for making buying decisions.




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
                                                   4
Reduce customer
   response times.

   More than   90%     of customers' issues
   haven't been unearthed in most
   organizations, and in addition, often the
   organization doesn't have answers for
   them, according to Forrester Research.

   These issues lead to long support calls, poor
   issue resolution, cost increases and customer
   dissatisfaction.




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
                                                   5
Improve customer
   loyalty & satisfaction
   The primary driver of a consumer's loyalty is
   their experience with your business, product
   or service.

   Yet, marketers on average only invest
   20% of their programs in loyalty and
   customer experience efforts.




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
                                                   6
How can you differentiate your
     employee experience to meet
     the challenge head on?




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
The Elements of a Social Organization

                                                                                               A New Model




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 MZINGA               l      #1 IN ON-DEMAND SOCIAL SOFTWARE                                           l
Social Business Ecosystem
                                                             • Streamlined
                                                               client acquisition
                                                             • Customer
                                                               engagement
                                                             • Loyalty &
                                                               retention
   • Listening &
     engagement                                              • On-demand
                                                               support
   • Brand building
                                                  Customer
   • Demand
     generation                                  Experience
   • Social
     commerce           Brand
                                                 Mzinga Social                      Employee
                      Experience                   Business                         Experience
                                                  Ecosystem

                                                                                    • Engagement &
                                                Partner                               collaboration
                                                Experience
                                                                                    • Satisfaction &
                                                                                      retention
                                                             • Social business
                                                                                    • On-boarding &
                                                               outsourcing
                                                                                      recruiting
                                                             • Indirect revenue     • Social learning
                                                               streams
                                                             • Developer
                                                               networks



MZINGA    l   #1 IN ON-DEMAND SOCIAL SOFTWARE     l
What does it mean to foster a
     social “employee experience”?




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
A collaborative, interactive employee
    experience aligned with key business processes
    is key to building an effective workforce…

                                                                   Recruiting & On-boarding

                                                        1

                                                                                       Communication
   Satisfaction & Retention          6                               2                 & Collaboration

                                                   Collaborative
                                                    Employee
                                                    Experience
       Performance &
     Career Development
                                     5                                3             Learning & Development



                                                       4

                                                                       Innovation

MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
User-Centric Employee Development
 Experience
                                                      Learning & Development
                         Communication &              • Capture & share best practices
                         Collaboration
                                                      • Fostered better knowledge retention
                         • Establish alignment
   On-boarding           • Enable team building       • Increase business agility

   • Provide network     • Reduce rework
                                                                  Performance & Career Development
     for peer to peer
     support                                                      • Enable mentoring and expand access to
                                                                    SMEs throughout organization
   • Reduce time to
     productivity                                                    • Identify and promote rising stars

                                                                              Innovation
              Mzinga OmniSocial
                                                                                • Invite all to participate in business
                                                                                  advancements
                  Your Brand                                                    • Capture collective intelligence



                                                                               Recruiting & Retention
                                                                                    • Expand access to key talent
                                                                                    • Establish an extended workforce
                                                                                    • Improve morale by giving employees
                                                                                      a voice




MZINGA    l    #1 IN ON-DEMAND SOCIAL SOFTWARE    l
Important Food for Thought…




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Employees Aren’t As Engaged As You Think


                               Percentage of Employees Engaged In Their
                                              Companies



                                                              Actively Engaged

                                                              Not Actively
                                                              Engaged




  2011, Blessing White, Inc.
MZINGA     l    #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Measuring Employee Engagement




  2011, Blessing White, Inc.
MZINGA     l    #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Where Are Employees Engaged?




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Continuous Learning Model Provides
 Greater Retention…




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Nearly 60% Of Enterprises Will Have
 Enterprise Social Investments This Year…




         April 2011 “Leveraging Millennials To Drive Enterprise Social Initiatives”
MZINGA     l    #1 IN ON-DEMAND SOCIAL SOFTWARE      l
Examples From Across the Enterprise…




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
What does it mean to foster a
     social “customer experience”?




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
A consistent, engaged customer experience
    aligned with a comprehensive customer
    lifecycle is essential …

   From the Customer’s                                                 Increase sales team
                                                                     Awareness & information
    From your Perspective                                              collaboration and enable more
                                                                            gathering
   Perspective
                                                       1               direct target buyer interactions-
                                                                       ultimately reducing sales cycles.
                                                    Acquire

     Continued support               6                                  2              Purchase experience

                                                    Consistent
                                                    Customer
                                                    Customer
                                                   Experience
                                                    Solutions
                                                   Experience
         Ongoing
communication & engagement
                                     5
                                     Support                      Engage
                                                                        3                Implementation/
                                                                                      on-boarding experience
     Significantly reduce support
     costs and improve customer
     response times by making your                    4                     Develop more interactive,
     team readily accessible to                                             mutually beneficial relationships
     customer needs in real time.                                           with customers that improve
                                                                         Ongoing
                                                                            satisfaction & retention.
                                                                 product/service experience

MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Getting Started
     & Real World Scenarios




MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Solution Overview

                                                                              An interactive forum where job seekers
                                                                              can find information and resources to
                                                                              further their career goals




                                                                            Business Goals

                                                                               Connect job seekers directly with
                                                                               Monster.com experts, hiring companies
                                                                               and their peers to plan the next steps in
                                                                               their career path to improve user
                                                                               engagement, and offer users added value
                                                                               to build loyalty



                                                                            Results & ROI




“
                                                                               • Improved Monster.com user
     We wanted to create an interactive forum where job seekers could            engagement
     find information and resources to further their career goals. The         • Streamline recruiting for Monster.com
                                                                                 users




                                                                      ”
     Advice Forums allow our members to connect directly with both our
     experts and their peers to plan the next steps in their career path.


MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE           l
DTCC
                                                                           Solution Overview

                                                                                An online portal for marketing DTCC
                                                                                services, delivering training to the
                                                                                masses, and enabling customers to
                                                                                collaborate around content


                                                                           Business Goals

                                                                                •   Increase revenue through fee-based
                                                                                    learning & related usage

                                                                                •   Improve customer access to relevant
                                                                                    service information




                                                                           Results & ROI

                                                                            •       Over 15,000 current users

  Financial services company that provides custody and asset                •       Additional revenue stream
  servicing for 3.5 million securities issues from the United States and
  110 other countries and territories, valued at $40 trillion.



MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE        l
Solution Overview

                                                        An online portal for delivering and
                                                        managing technical training for the
                                                        purposes of ongoing customer &
                                                        partner education


                                                   Business Goals

                                                        • Improve customer & partner competency

                                                        • Increase revenue through fee-based
                                                          learning solutions

                                                        • Increase customer satisfaction through a
                                                          comprehensive customer experience


                                                   Results & ROI

                                                    •     Over 175,000 current users

                                                    •     Active user participation in more than
                                                          12,000 learning events

                                                    •     Additional revenue stream

MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Agilent Technologies
                                                                        Solution Overview

                                                                          Deliver an enterprise-wide
                                                                          ecosystem to manage learning and
                                                                          development for 28,000 geographically
                                                                          dispersed employees.


                                                                        Business Goals

                                                                          Reduce training overhead by while
                                                                          continuing to address the same level of
                                                                          learning and development




                                                                        Results & ROI

                                                                           • 90% reductions in training vendors
 The world’s premier measurement company—advancing
 electronics, communications, life sciences and chemical                   • Saved $10M with eLearning adoption
 analysis, with customers in 100 countries, 28,000 employees and $5.1
 billion in revenues.                                                      • 60% reductions in training admin staff




MZINGA    l   #1 IN ON-DEMAND SOCIAL SOFTWARE     l
Getting Started…



                                           Implement reward           Use community and
         Gain Executive buy-in              models to inspire       social elements seen as
                                            behavior change           key to the transition



                         Start with a initiative-
                        level project viewed as           Identify roles &
                         proof-of-concept for             responsibilities
                           broader adoption




MZINGA    l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
                                                                                              27
Questions?



MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l
Thank you!

     www.mzinga.com
     mmerriman@mzinga.com
     Follow @MerrimanMzinga

MZINGA   l   #1 IN ON-DEMAND SOCIAL SOFTWARE   l

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H rcom still wondering about social learning_final

  • 1. Still wondering about “social” learning? Differentiating your Employee Development Experience Presented by Mike Merriman mmerriman@mzinga.com Follow @MerrimanMzinga October 2011 MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 2. In today’s fast-paced world, the pressure on businesses is higher than ever MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 3. Work smarter & more efficiently. According to IDC, the cost of NOT easily finding information = $3,300 per employee each year (That’s $3.3M in annual lost opportunity cost for a business of 1000 people) MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 3
  • 4. Build brand credibility & buyer trust. 30% of consumers rely less on advertising, and much more on recommendations from friends and family for making buying decisions. MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 4
  • 5. Reduce customer response times. More than 90% of customers' issues haven't been unearthed in most organizations, and in addition, often the organization doesn't have answers for them, according to Forrester Research. These issues lead to long support calls, poor issue resolution, cost increases and customer dissatisfaction. MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 5
  • 6. Improve customer loyalty & satisfaction The primary driver of a consumer's loyalty is their experience with your business, product or service. Yet, marketers on average only invest 20% of their programs in loyalty and customer experience efforts. MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 6
  • 7. How can you differentiate your employee experience to meet the challenge head on? MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 8. The Elements of a Social Organization A New Model Ideate Share Listen Change Flickr image uploaded by Caveman (Kickin' 66 with Pete Zarria) Flickr image uploaded by Ed Yourdon Flickr image uploaded by andronicusmax Flickr image uploaded by adam*b Shared under Creative Commons Shared under Creative Commons Shared under Creative Commons Shared under Creative Commons Attribution-No Derivative Works 2.0 Generic Attribution-Share Alike 2.0 Generic Attribution 2.0 Generic Attribution 2.0 Generic License License License License MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 9. Social Business Ecosystem • Streamlined client acquisition • Customer engagement • Loyalty & retention • Listening & engagement • On-demand support • Brand building Customer • Demand generation Experience • Social commerce Brand Mzinga Social Employee Experience Business Experience Ecosystem • Engagement & Partner collaboration Experience • Satisfaction & retention • Social business • On-boarding & outsourcing recruiting • Indirect revenue • Social learning streams • Developer networks MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 10. What does it mean to foster a social “employee experience”? MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 11. A collaborative, interactive employee experience aligned with key business processes is key to building an effective workforce… Recruiting & On-boarding 1 Communication Satisfaction & Retention 6 2 & Collaboration Collaborative Employee Experience Performance & Career Development 5 3 Learning & Development 4 Innovation MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 12. User-Centric Employee Development Experience Learning & Development Communication & • Capture & share best practices Collaboration • Fostered better knowledge retention • Establish alignment On-boarding • Enable team building • Increase business agility • Provide network • Reduce rework Performance & Career Development for peer to peer support • Enable mentoring and expand access to SMEs throughout organization • Reduce time to productivity • Identify and promote rising stars Innovation Mzinga OmniSocial • Invite all to participate in business advancements Your Brand • Capture collective intelligence Recruiting & Retention • Expand access to key talent • Establish an extended workforce • Improve morale by giving employees a voice MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 13. Important Food for Thought… MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 14. Employees Aren’t As Engaged As You Think Percentage of Employees Engaged In Their Companies Actively Engaged Not Actively Engaged 2011, Blessing White, Inc. MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 15. Measuring Employee Engagement 2011, Blessing White, Inc. MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 16. Where Are Employees Engaged? MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 17. Continuous Learning Model Provides Greater Retention… MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 18. Nearly 60% Of Enterprises Will Have Enterprise Social Investments This Year… April 2011 “Leveraging Millennials To Drive Enterprise Social Initiatives” MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 19. Examples From Across the Enterprise… MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 20. What does it mean to foster a social “customer experience”? MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 21. A consistent, engaged customer experience aligned with a comprehensive customer lifecycle is essential … From the Customer’s Increase sales team Awareness & information From your Perspective collaboration and enable more gathering Perspective 1 direct target buyer interactions- ultimately reducing sales cycles. Acquire Continued support 6 2 Purchase experience Consistent Customer Customer Experience Solutions Experience Ongoing communication & engagement 5 Support Engage 3 Implementation/ on-boarding experience Significantly reduce support costs and improve customer response times by making your 4 Develop more interactive, team readily accessible to mutually beneficial relationships customer needs in real time. with customers that improve Ongoing satisfaction & retention. product/service experience MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 22. Getting Started & Real World Scenarios MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 23. Solution Overview An interactive forum where job seekers can find information and resources to further their career goals Business Goals Connect job seekers directly with Monster.com experts, hiring companies and their peers to plan the next steps in their career path to improve user engagement, and offer users added value to build loyalty Results & ROI “ • Improved Monster.com user We wanted to create an interactive forum where job seekers could engagement find information and resources to further their career goals. The • Streamline recruiting for Monster.com users ” Advice Forums allow our members to connect directly with both our experts and their peers to plan the next steps in their career path. MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 24. DTCC Solution Overview An online portal for marketing DTCC services, delivering training to the masses, and enabling customers to collaborate around content Business Goals • Increase revenue through fee-based learning & related usage • Improve customer access to relevant service information Results & ROI • Over 15,000 current users Financial services company that provides custody and asset • Additional revenue stream servicing for 3.5 million securities issues from the United States and 110 other countries and territories, valued at $40 trillion. MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 25. Solution Overview An online portal for delivering and managing technical training for the purposes of ongoing customer & partner education Business Goals • Improve customer & partner competency • Increase revenue through fee-based learning solutions • Increase customer satisfaction through a comprehensive customer experience Results & ROI • Over 175,000 current users • Active user participation in more than 12,000 learning events • Additional revenue stream MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 26. Agilent Technologies Solution Overview Deliver an enterprise-wide ecosystem to manage learning and development for 28,000 geographically dispersed employees. Business Goals Reduce training overhead by while continuing to address the same level of learning and development Results & ROI • 90% reductions in training vendors The world’s premier measurement company—advancing electronics, communications, life sciences and chemical • Saved $10M with eLearning adoption analysis, with customers in 100 countries, 28,000 employees and $5.1 billion in revenues. • 60% reductions in training admin staff MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 27. Getting Started… Implement reward Use community and Gain Executive buy-in models to inspire social elements seen as behavior change key to the transition Start with a initiative- level project viewed as Identify roles & proof-of-concept for responsibilities broader adoption MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 27
  • 28. Questions? MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l
  • 29. Thank you! www.mzinga.com mmerriman@mzinga.com Follow @MerrimanMzinga MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l

Editor's Notes

  1. The business world is faster paced, more competitive, etc. given the economy, rapid technology change, etc. and we’re all under to perform better, faster and more effectively
  2. Even through orgs may not yet be adoptingsocail – it is being leveraged by your emplsGain access to information that can impact my job performance, customers, etc