the power of the social organization

The Power of the Social OrganizationMichael Pace

1Twitter: @mpace101 #CCSummit

Michael Pace

Customer Support & Community Management Executive

Twitter: @mpace101LinkedIn

Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List

2

Introductions

Twitter: @mpace101 #CCSummit

http://www.thepaceofservice.com/

3

Session Agenda

1. Expectations & Starting with WHY

2. What is the Social Organization

3. The Power of the Social Organization

4. Where to start / how to build it

5. Sharing experiences and Q&A


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Take On Me, by AHA – circa before the internet

My AHA Moment

Twitter: @mpace101 #CCS2012

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I believe people and relationships are every company’s most important and underutilized

asset

We now have the technological ability to act / work / socialize / create relationships like we do “in real life”

By leveraging relationships, new technologies & process, we can unleash the

ultimate power - people


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Starting with WHY

800 + Million

140 Million = Aver. # of tweets sent per day

500 Billion Peer Impressions

per year

Data via Socialnomics


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Starting with WHY

So if you want a sense of where the world’s media habits are headed, it makes sense to watch what kids are doing.

Kaiser Family Foundation – Jan 2010

More than ½ of the world’s population is under 30 … which means they don’t know life before the internet.

Socialnomics


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Starting with WHY


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Starting with WHY

Everyone has a voice


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Starting with WHY


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Starting with WHY

Transparency

Authenticity


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Starting with WHY

How many of you have ever IM’d, texted or Emailed someone right next to you?

How many of you two years ago said “I don’t need a Facebook account!”?

How many of you have completely unplugged for a whole week? How did you feel?


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What is the Social Organization?

A social business is an organization designed consciously around sociality and social tools, as a response to a

changed world and the emergence of the social web, including social media, social networks, and a long list of other advances. – Stowe Boyd @stoweboyd


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Objective

Strategy

Tools

Discipline

Voice

CLTV & Efficiency

Social Business +

Social Media

Community Mgmt

Brand

Universe Domination

Crush Rebellion

Light Saber

Force

Really Heavy Smoker

CLTV

Quality Work

Hammer

Carpentry

Smoker


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The Power of the Social Organization

Customers

Organization

Department

Personal


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“There are a lot more smarter people outside your <organization>, than inside

it” – John Hagel III The Power of Pull

YOU

Leadership

Social Media

Customer Service

Personal


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Dept.

4 Process / Project Management

4 Collaboration

4 Policies

4 Knowledge Management

4 Gen. Communications

4 Training

Wikis

Confluence

Yammer / Chatter

Communities

Video

₌ Consistency

₌ Time

₌ Efficiency / Cost

₌ Culture

₌ Quality

Opportunities Tools Results


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Dept.


"Yammer has gone beyond all of our expectations and has become embedded in the way that we're doing things. It's helped drive innovation and build community at Deloitte, and we're finding new value in the tool every day. The results will be bigger than you expect.” - Peter Williams, CEO, Deloitte Digital, on behalf of Deloitte Australia

Elsevier. Wiki drives 80% reduction in interdepartmental e-mail volume. (Socialtext, unkn)

Scotiabank. Community eliminated over 300 intranet sites as well as the need to build new sites. (Jive Software, 2011)

Rhapsody. 50% decrease in support costs and 53% decrease in weekly support contacts via sCRM solution. (GetSatisfaction, unkn)

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Org.

Company SizeSocial Competent Individuals

Average Network Size

Reach / Impressions

Traditional Org 1000 20 3000 60,000

Social Org 100 75 1500 112,500

Soc Org (full) 1000 750 1500 1,125,000

18.5X - & doesn’t even speak

to quality of impression

Recruiting

Content/SEO

Brand Advocacy

Crowdsourcing

Open Culture

Product Marketing


22

Org.


Community users spend 2.5x more than average customers, superfans spend 10x

more. (Lithium Technologies, 2011)

Gilt Groupe. Online community insights drove 10% increase in shopping cart conversion and a five-point increase in Point-of-Sale Net Promoter Score. (Communispace, 2011)

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Customer

Sincerity• Open• Transparent

Competency• Proactive Service• Edu-taining

Reliability• Available• Listening


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Getting Started


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Getting Started – Step 1Get Yourself Involved


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Getting Started – Step 2Where are you NOW?


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Getting Started – Step 3

Know Your Business Strategy


Critical to Quality

Industry Best Practices

Where are your customers?

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Getting Started – Step 3Know Your Customers

Determine what is most important to your customer

Socially, Physically & Mentally

By Vertical or Type of Customer

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Getting Started – Step 3Know Your Business Strategy


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31


A

D

K

A

R

Awareness

Desire

Knowledge

Ability

Reinforce


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Customers

Organization

Department

Personal


Sharing experiences and Q&A


Edelman Digital / Edelman Consulting

Community Roundtable

www.socialquickstarter.com – Constant Contact

Rosetta

Socialnomics

34

References


http://www.socialquickstarter.com/

Michael Pace

Customer Support & Community Management Executive

Twitter: @mpace101LinkedIn

Blog: www.thepaceofservice.com Text SOCSERVICE to 22828 for Mailing List

35

Introductions


http://www.thepaceofservice.com/

the power of the social organization

Business

socialnomics twitter

stoweboyd twitter

qa twitter

avoice twitter

mpace101 linkedin blog

business strategy twitter

social business

social networks