1. 215-948-2012
TRUE VOICE MEDIA
//
www.truevoicemedia.com
//
twitter: @truevoicemedia
//
215-948-2012

2. Business Objectives
★ Shift
internal and/or external sentiment
★ Reduce
customer service costs
★ Increase
leads
★ Increase
sales
★ Improve
collaboration and innovation
★ Attract
top talent
TRUE VOICE MEDIA
// www.truevoicemedia.com
//
twitter: @truevoicemedia //
215-948-2012

3. Solutions
★ Use
listening software to proactively engage audience
★ Provide
social customer service and forums to reduce call
volume
★ Activate
marketing and subject matter experts to create
compelling lead generation content
★ Design
web based resources to shorten sales cycle
★ Connect
teams with internal social networks
TRUE VOICE MEDIA
// www.truevoicemedia.com
//
twitter: @truevoicemedia //
215-948-2012

4. Challenges
★ Do
we have leadership buy-in?
★ How
will we spur adoption and engagement?
★ Do
we have the budget?
★ Do
we have gaps in necessary talent?
★ Are
we bound by regulations or compliance?
TRUE VOICE MEDIA
// www.truevoicemedia.com
//
twitter: @truevoicemedia //
215-948-2012

5. Implementation
★ Build
strategy
★ Create
policy
★ Provide
training
★ Establish
★ Install
timelines and milestones
and setup technology
★ Communicate
★ Define
goals and expectations to internal teams
Metrics and KPIs
TRUE VOICE MEDIA
// www.truevoicemedia.com
//
twitter: @truevoicemedia //
215-948-2012

6. Assess and Adapt
★ Review
metrics
★ Identify
“star players”
★ Catalog
★ Identify
best practices
breakdowns
★ Encourage
continuous feedback
TRUE VOICE MEDIA
// www.truevoicemedia.com
//
twitter: @truevoicemedia //
215-948-2012

7. Assessing Culture
★ Is
leadership involved?
★ Are
we ready for transparency?
★ How
ready is our staff for adoption?
★ How
easily can we flatten the organization?
★ Is
there a “land grab” inside the company?
TRUE VOICE MEDIA
// www.truevoicemedia.com
//
twitter: @truevoicemedia //
215-948-2012

8. Assessing Technology
★ How
★ What
do we currently communicate?
does collaboration look like now?
★ How
are we listening for feedback inside the company?
★ How
are we tracking feedback inside the company?
★ Does
our CRM allow us to really KNOW our customer?
★ Are
our systems mobile-ready?
★ Do
our technologies “talk” to one another?
TRUE VOICE MEDIA
// www.truevoicemedia.com
//
twitter: @truevoicemedia //
215-948-2012

9. Assessing Process
★ Do
we have a strategy?
★ So
we have a policy?
★ Does
our strategy and policy take into account regulations,
guidelines, and compliance?
★ Can
everyone answer: “How do Social Communication
affect your job?”
★ What
happens when _______?
TRUE VOICE MEDIA
// www.truevoicemedia.com
//
twitter: @truevoicemedia //
215-948-2012