becoming a social business

Becoming a Social BusinessBeth Schillaci

VillageWorks Communications, Inc.

The Evolution of Social Business

Social Customer

Social Brand

Social Business

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Social Business Framework

People

Technology Process

People

Core team defines

• Strategy

• Governance

• Technology

• etc...

People

Culture Shift

• Collaboration

• Empowerment

Touch Points

SocialBusiness

MarketingPR

Sales

Operations

ManagementHR

R&D

Accounting

Customer Service

Process

• Governance

• Business Units/Departments

• Training

• New Employees

• Measurement

Governance

• Social Media Policy

• Social Media Guidelines

• Response Protocol

• Conversation Guide

Business Units

• Community Manager

• Content plan

Training

• Curriculum

• Levels of Training

• Format

• Initial

• Ongoing

New Hires

• Part of job description

• Training

Measurement

• What

• How

Technology

• Listening

• Social CRM

• Measurement Tools

• Collaboration

Ch-Ch-Ch-Changes

What can you do now

• Create core team

• Solidify strategy

• Evaluate tools

• Conversation Guide

• Create Curriculum

Keep in Mind

• It won’t happen overnight

• It’s not easy

• Happy customers

• Empowered staff

Connect with BethEmail: beth@villageworks.netBlog: www.marketingroadhouse.comWebsite: www.villageworks.net

Twitter: bethschillaci

Phone: 240-529-3000