digital business strategy workshop
DESCRIPTION
TRANSCRIPT
![Page 1: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/1.jpg)
![Page 2: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/2.jpg)
“The%value%of%an%idea%lies%%in%the%using%of%it.”%%—Thomas%Edison%
![Page 3: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/3.jpg)
New%Idea%
![Page 4: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/4.jpg)
![Page 5: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/5.jpg)
![Page 6: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/6.jpg)
![Page 7: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/7.jpg)
![Page 8: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/8.jpg)
![Page 9: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/9.jpg)
![Page 10: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/10.jpg)
![Page 11: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/11.jpg)
![Page 12: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/12.jpg)
Designing%the%Experience%%
![Page 13: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/13.jpg)
Redesigning%for%Handheld%Devices%
![Page 14: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/14.jpg)
Redesigning%for%Handheld%Devices%
![Page 15: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/15.jpg)
Redesigning%the%Social%Experience%%
![Page 16: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/16.jpg)
Redesigning%the%Social%Experience%%
![Page 17: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/17.jpg)
![Page 18: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/18.jpg)
Redesigning%the%Hiring%Process%
![Page 19: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/19.jpg)
Redesigning%the%Shopping%Experience%%
![Page 20: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/20.jpg)
![Page 21: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/21.jpg)
Designing%the%Experience%%
![Page 22: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/22.jpg)
The%Science%%
of%Experienc
e%
![Page 23: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/23.jpg)
![Page 24: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/24.jpg)
![Page 25: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/25.jpg)
![Page 26: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/26.jpg)
![Page 27: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/27.jpg)
![Page 28: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/28.jpg)
![Page 29: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/29.jpg)
![Page 30: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/30.jpg)
![Page 31: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/31.jpg)
![Page 32: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/32.jpg)
![Page 33: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/33.jpg)
![Page 34: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/34.jpg)
![Page 35: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/35.jpg)
![Page 36: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/36.jpg)
![Page 37: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/37.jpg)
![Page 38: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/38.jpg)
![Page 39: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/39.jpg)
![Page 40: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/40.jpg)
![Page 41: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/41.jpg)
![Page 42: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/42.jpg)
![Page 43: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/43.jpg)
![Page 44: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/44.jpg)
![Page 45: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/45.jpg)
![Page 46: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/46.jpg)
![Page 47: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/47.jpg)
![Page 48: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/48.jpg)
![Page 49: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/49.jpg)
![Page 50: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/50.jpg)
![Page 51: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/51.jpg)
![Page 52: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/52.jpg)
![Page 53: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/53.jpg)
![Page 54: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/54.jpg)
![Page 55: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/55.jpg)
![Page 56: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/56.jpg)
![Page 57: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/57.jpg)
![Page 58: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/58.jpg)
![Page 59: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/59.jpg)
![Page 60: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/60.jpg)
![Page 61: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/61.jpg)
![Page 62: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/62.jpg)
![Page 63: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/63.jpg)
![Page 64: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/64.jpg)
![Page 65: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/65.jpg)
![Page 66: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/66.jpg)
![Page 67: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/67.jpg)
AdverDsing%Strategies%%
![Page 68: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/68.jpg)
It#is#all#about#the#impact#
![Page 69: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/69.jpg)
![Page 70: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/70.jpg)
![Page 71: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/71.jpg)
![Page 72: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/72.jpg)
![Page 73: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/73.jpg)
![Page 74: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/74.jpg)
![Page 75: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/75.jpg)
Time%spend%per%visit%%Number%of%repeated%visit%per%user%
SDckiness%is%Loyalty%%
![Page 76: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/76.jpg)
![Page 77: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/77.jpg)
Game%Design%
![Page 78: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/78.jpg)
ObjecDve%of%the%Game:%M%Get%Customers%to%use%their%card%more%%M%Get%New%Customers%%%
![Page 79: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/79.jpg)
How%to%Improve%it?%• Allow%everyone%to%play%the%game%(SMS,%ATM)%• Not%limit%the%Dme%of%the%game%%
Free%to%Play%Theory%(Free%–%Premium)%%
![Page 80: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/80.jpg)
![Page 81: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/81.jpg)
![Page 82: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/82.jpg)
Leaderboard%%/%Status%and%Lead%%
![Page 83: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/83.jpg)
Insight%Selling%The%2014%most%advanced%concepts%and%pracDces%in%Sales%
![Page 84: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/84.jpg)
![Page 85: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/85.jpg)
Do%you%see%%Customers%%as%Sales?%
![Page 86: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/86.jpg)
CompeDng%%for%%%Customers%
Sellers%Seller% Buyer%
![Page 87: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/87.jpg)
CompeDng%%for%%%Customers%CompeDng%with%Customers%
Sellers%Seller% Buyer%
![Page 88: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/88.jpg)
The$End$of$Solu-on$Sales$|$CEB$
Where?%
Are%You%Here%% Or%Here%%
What%are%you%doing?%
Change Your Customer’s Understating
![Page 89: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/89.jpg)
• Sell%The%Drill!%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%Product%• Sell%The%HOLE%M%Not%the%Drill!%%%%%%%%%%%%%%%SoluDons%• Sell%the%HOLE%Drilling%–%Not%the%Hole%%Insights%%
![Page 90: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/90.jpg)
Three%Strategies%%• Avoid%the%trap%of%“established%Demand”%• Target%mobilizers,%not%advocates%$• %Coach%Customers%on%how%to%Buy%$
![Page 91: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/91.jpg)
Change%%how%customers%are%thinking%about%
your%business?%%
Change%%how%customers%are%thinking%about%
their%business?%%
![Page 92: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/92.jpg)
![Page 93: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/93.jpg)
Teach%Customers%About%their%Business%%
![Page 94: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/94.jpg)
Total%Experience%%
![Page 95: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/95.jpg)
Current%Behavior% Desired%Behavior%%
![Page 96: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/96.jpg)
![Page 97: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/97.jpg)
Digital%!%Social%%Strategy%%Strategy%%
![Page 98: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/98.jpg)
![Page 99: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/99.jpg)
![Page 100: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/100.jpg)
![Page 101: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/101.jpg)
Tradi-onal$Media$Online$and$Social$Media$
Media$Channels+
![Page 102: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/102.jpg)
![Page 103: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/103.jpg)
![Page 104: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/104.jpg)
Cartoon$by$eBoy.com$
![Page 105: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/105.jpg)
The%focus%should%be%on%the%strategy%%rather%than%the%tacDcs%and%technology%
![Page 106: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/106.jpg)
![Page 107: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/107.jpg)
![Page 108: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/108.jpg)
Iden-fy$
$
Business
$
Objec-ve
s$
![Page 109: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/109.jpg)
Iden-fy$
$
Social$M
edia$$
Strategy
$
$$ $$
$$ $$
I gnor ing + + Not++Participating+
Participating++With+a+Plan+
Participating++without+a+Plan+
![Page 110: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/110.jpg)
![Page 111: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/111.jpg)
Iden-fy$
$
Target$$
Audienc
es$
Social%%Technographics%
$
![Page 112: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/112.jpg)
Social%Media%AcDviDes%
Listening$
Learning$
Responding$
Measuring$
Sharing$
![Page 113: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/113.jpg)
1. Identify+the+keywords+that+surround+your+organization+and+competitors++(brand+name,+key+executives,+products).++
2. Identify+the+monitoring+tools+to+be+used+to+listen/monitor+all+potential+forms+of+content+(blogs,+bookmarks,+comments,+images,+news,+video,+questions)+
3. To+identify+the+best+areas+with+greatest$impact$on$the$
business$and+using+advanced+listening+for+them.++++
1 Listening
![Page 114: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/114.jpg)
Organizations+use+the+insights+from+social+media+to:+G Improve+the+business+processes+G Add+value+to+the+operation+G Reduce+potential+risk.+++Reactive+Learning++++vs.+++Proactive+learning+++++based+on+Listening++++++++++++++++++++based+on+the+plan++
2 Learning
![Page 115: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/115.jpg)
3 Responding
Organizations+should+teach+their+employees+to++++++++++++++++++++take+the+right+action+and+response.++
+
![Page 116: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/116.jpg)
![Page 117: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/117.jpg)
4 Measuring
How$social$media$is$helping$the$organiza-on$
to$meet$its$business$objec-ves.$
![Page 118: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/118.jpg)
H$Stakeholder$engagement.$
H$$Share$of$voice$
Brand%RecogniDon%and%Awareness%
H$Issue$resolu-on$rate$
H$Customer$sa-sfac-on$rate$Customer%Service%
H$New$hire$rate$
H$Employee$reten-on$rate$Human%Resources%
H$Ideas$submiKed$
H$Idea$and$issue$impact$InnovaDon%
H$New$customer$acquisi-on$
H$Customer$life-me$value$Sales%andMarkeDng%
Metrics# Objec4ves#
![Page 119: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/119.jpg)
Social+Media+will:++
++++++Drive+greater+value+in+more+areas+of+the+organization+
+++++++Be+embraced+as+more+than+a+compliance+issue+
+++++++Add+value+to+the+organization+in+new+ways+
+++++++Be+embraced+by+top+management+as+a+strategic+method+
+++++++Reduce+its+risk++
5 Sharing
![Page 120: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/120.jpg)
![Page 121: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/121.jpg)
![Page 122: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/122.jpg)
![Page 123: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/123.jpg)
![Page 124: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/124.jpg)
![Page 125: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/125.jpg)
![Page 126: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/126.jpg)
![Page 127: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/127.jpg)
FiveMyear%average%ROI%%Amazon.com%(17%)%vs.%discount%&%department%stores%(6.5%)%
TradiDonal%Mall%
Virtual%Mall%
![Page 128: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/128.jpg)
Stop%trying%to%delight%your%customers%
![Page 129: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/129.jpg)
Trying%to%hard%vs%Making%it%Easy%• Don’t$just$resolve$the$current$issueHhead$off$the$next$one$• Arm$reps$to$address$the$emo-onal$side$of$customer$
interac-ons$
• Minimize$channel$switching$by$increasing$selfHservice$
channels.$
• $Use$feedback$from$struggling$customers$to$reduce$
customer$effort.$$
• Empower$the$front$line$to$deliver$a$low$effort$experience$$
![Page 130: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/130.jpg)
The%number%one%you%need%to%grow%
$
How%likely%is%it%that%you%would%recommend%our%company/
product%to%a%friend%or%colleague?%%
![Page 131: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/131.jpg)
Loyalty%=%Profitability%%
![Page 132: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/132.jpg)
![Page 133: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/133.jpg)
![Page 134: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/134.jpg)
It%is%not%just%about%the%tools,%it%is%also%about%the%people%
who%are%using%them%
![Page 135: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/135.jpg)
• Add$Videos$and$page$for$each$book$• Cubs$on$the$Stage$and$entrance$$
![Page 136: Digital Business Strategy Workshop](https://reader030.vdocuments.net/reader030/viewer/2022020207/54ceeec44a79599f0d8b463f/html5/thumbnails/136.jpg)