becoming a social business
TRANSCRIPT
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: [email protected]: www.marketingroadhouse.comWebsite: www.villageworks.net
Twitter: bethschillaci
Phone: 240-529-3000