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Social Business through Humanization: 30 Questions for Your Business

Social Business through Humanization: 30 Questions for Your Business

Social media is a call for humanization in how you communicate. Social media has humanized interaction, technology has humanized the experience, but only you can humanize your business.

Social media is a call for humanization in how you communicate. Social media has humanized interaction, technology has humanized the experience, but only you can humanize your business.

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Social Business through Humanization: 30 Questions for Your Business

  1. 1. Social Business through Humanization: 30 Questions for Your Business Kenneth Lim // www.kennethlim.net
  2. 2. 1) How do we communicate?
  3. 3. 2) Are we communicating in a human way?
  4. 4. 3) What do our customers think of the way we’re communicating?
  5. 5. 4) Are we consistent in the way we communicate?
  6. 6. 5) Are we speaking the same language as our customers?
  7. 7. 6) Are we enabling our customers to engage with us in a community or a dialogue?
  8. 8. 7) How do we go about transparency, authenticity and accountability?
  9. 9. 8) How does our company culture support the humanization of our business?
  10. 10. 9) How can we change or improve our business processes?
  11. 11. 10) How do we turn experiences into relationships?
  12. 12. 11) How do we define our customer experience?
  13. 13. 12) What are the things that truly matter to our customers?
  14. 14. 13) How well are we communicating compared to other companies within and outside our industry?
  15. 15. 14) How can we involve our customers as part of our brand?
  16. 16. 15) In which ways are our customers sharing experiences and information about us?
  17. 17. 16) Why are they sharing those particular experiences and pieces of information?
  18. 18. 17) How can we promote positive interactions?
  19. 19. 18) How do we deal with negative interactions?
  20. 20. 19) How can we scale our communication to deal with a growing amount of customer interactions?
  21. 21. 20) How can we create value for both our customers and our business?
  22. 22. 21) How can we leverage customer interactions for the benefit of our business?
  23. 23. 22) How are we measuring our success in customer engagement?
  24. 24. 23) Are we recruiting the right employees to help us humanize our business?
  25. 25. 24) How can we empower our (first line) employees to represent our brand?
  26. 26. 25) How are we rewarding our employees and our customers for contributing to our brand?
  27. 27. 26) How can we innovate?
  28. 28. 27) How can we build or strengthen our customer community?
  29. 29. 28) How can we match our products and/or services to the demand, expectations and values from the market?
  30. 30. 29) Can we work with peers and/or competitors in our industry to provide value to the community?
  31. 31. 30) How do we integrate online and offline communication to create a better customer experience?
  32. 32. KENNETH LIM @kennethlim kenneth@kennethlim.net nl.linkedin.com/in/kennethlim facebook.com/kennethlim slideshare.net/kennethlim www.kennethlim.net
  33. 33. 1 PM Images 16 Dougal Waters 2 Rich Evenhouse 17 Mark Scott 3 John Giustina 18 Sam Bloomberg-Rissman 4 stuartbur 19 Creative Crop 5 Engrish.com 20 Paul Whitehead 6 Tara Moore 21 ICHIRO 7 Brand New Images 22 Kick Images 8 John Gichigi 23 Barbara Singer 9 Tim Roberts 24 Peter Dazeley 10 Daly & Newton 25 David Toase 11 webphotographeer 26 Influx Productions 12 Frank Saragnese 27 Michael Blann 13 WB Digital 28 picturegarden 14 Allison Michael Orenstein 29 Tom Grill 15 Comstock Images 30 Tim Robberts Image Rights & Credits

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