social media across the enterprise - ptp · social media across the enterprise november 18, 2015...
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Social Media across the EnterpriseNovember 18, 2015
Lynn Olson, VP Customer Experience
2PROPRIETARY AND CONFIDENTIAL
Social impacts
Awareness Connected Resourceful
3PROPRIETARY AND CONFIDENTIAL
4PROPRIETARY AND CONFIDENTIAL
Social chaos
5PROPRIETARY AND CONFIDENTIAL
Social perceptions
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6PROPRIETARY AND CONFIDENTIAL
Social profiling
Initial Reaction
creepyannoying
scary
relevantinfluentialfind me
Secondary Reaction
7PROPRIETARY AND CONFIDENTIAL
Social expectations
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8PROPRIETARY AND CONFIDENTIAL
Social expectations
Social Posts
Shared Values
Community
Support
9PROPRIETARY AND CONFIDENTIAL
Social applied to generations
Boomers Gen X Millennials Gen Z
IdealisticTrusting
About me
RealisticInquisitive
Resourceful
PragmaticSkeptical
Self-Reliant
IdealisticFamilyLoyal
50% of interactions are Social
10PROPRIETARY AND CONFIDENTIAL
Organization perceptions
Over 60% organizations manage Social in Marketing, Communications or PR
Over 50% do not manage Social real-time
Over 50% do not use Social internally
11PROPRIETARY AND CONFIDENTIAL
Social PostsShared ValuesCommunity
Support
RelevantInfluentialFind me
Social CX Management
MarketingSales
Support
ProfilingReach
Analytics
CX
Organizational GoalsCustomer Goals
12PROPRIETARY AND CONFIDENTIAL
The Social Organization
Social Interaction
SegmentationSLA
Priority
Marketing
Appropriate Resource
Sales
Enterprise Wide Model
Support
13PROPRIETARY AND CONFIDENTIAL
Transition to a socially engaged organization