2011 kickoff event presentation materials: community in the enterprise
DESCRIPTION
Presentation materials from Paul Stillmank's presentation at the "Kick off 2011 In Style" Business Networking Event.TRANSCRIPT
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Applied Social MediaSM
Community in the Enterprise
February 3, 2011
Building Communities Using the Power of Social Media-
Kick Off Event 2011
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Paul StillmankPresident & CEO, 7Summits
7SummitsAgency.com@7SummitsAgency
This Presentation has been modified to protect proprietary information.
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‣ 7Summits Overview
‣ Social Media Defined
‣ Our Perspective
‣ Applied Social Media
‣ Business Uses of Social Media for You
agenda
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“We create online community experiences that transform
businesses and enhance people’s lives”
- Paul Stillmank, CEO 7Summits
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Social Media Social Business
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Forrester: “Social Networking will be
the biggest enterprise 2.0
priority by 2013”
Dominance of Social Context will drive unprecedented spend across all areas of business.
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Enterprise 2.0 to become $4.6Billion Industry by 2013 with the top spending category to be social networking tools
Dominance of Social Context will drive unprecedented spend across all areas of business.
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Just completied Seed Round
Shifts in media always lead to New Market Leaders
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Who is 7Summits?
Strategy
Experience
Technology
+
+
+
Social Media Agency
2009
20+
FOUNDED
TEAM
CURRENTAUDIENCE REACH 398,000
PREMIER PARTNER
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7Summits
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7Summits
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Customers Employees / Enterprise Partners
✓ Brand and Reputation Management
✓ Social Marketing✓ Social Commerce✓ Customer Support Communities✓ Events✓ Customer Loyalty &Retention
✓ Corporate Communication✓ Social Collaboration✓ Sales Enablement✓ Product / Service Development✓ HR, Recruiting, and Employee
Development✓ Intranet / Portal Evolution✓ Social Press Room
✓ Sales Enablement✓ Channel Enablement✓ Community Extranets✓ Brand Affinity Programs✓ Influence Marketing
Destination Communities
Enable Customers, Employees, and Partners to Build your Business
SOCIAL MEDIA FOR BUSINESS
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Jive Software Premiere PartnerJive is THE leader in Social Business Software according to both Gartner and Forrester
For Workplace Social Software For Externally Facing Social Software For Social CRM
7Summits is the Premiere Partner for Jive Software in the Central Region
7Summits
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Strictly Confidential
7Summits
“We are pleased to have an industry visionary in 7Summits to help us provide a complete solution for our customers“
Robert Brown, Senior Vice President, Jive Software
“As a partner, 7Summits is the poster child for Jive in the best way”
Bill Ziske, Regional VP, Jive Software
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agenda
‣ 7Summits Overview
‣ Social Media Defined
‣ Our Perspective
‣ Applied Social Media
‣ Business Uses of Social Media for You
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7Summits
“Social Media” is a phrase that has been over-hyped, obscuring its definition and confusing its meaning with many other terms.
Social Media Defined
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Therefore Social Media is a set of technologies being used to accumulate and distribute information or data (content) to members of a community that have congealed around a common purpose.
Social Media Defined
S o c i a l M e d i a
Relating to human society and its
members1; of and pertaining to the life, welfare and
relations of human beings in a
community2
(singular medium) The storage and transmission tools used to accumulate and distribute information, or data1
1 en.wikipedia.org/wiki/Media_(communication)
2 http://dictionary.reference.com/browse/social
Social Media’s more precise definition can be found by looking more closely at the original definition of is root words:
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S o c i a l
Relating to human society and its
members1; of and pertaining to the life, welfare and
relations of human beings in a
community2
Understand your audience:•Customers & Prospects•Employees•Partners
Social Media helps us here as well:
We can now look more closely at how our target audience behaves through participation in these open networks.
This provides valuable insights on how to engage them to increase our revenues and optimize costs.
Social Media Defined
So it’s the left hand side of this equation that we must focus on first.
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agenda
‣ 7Summits Overview
‣ Social Media Defined
‣ Our Perspective
‣ Applied Social Media
‣ Business Uses of Social Media for You
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Our PerspectiveSocial Media technologies are proliferating at rapid rate causing confusion over which solutions are best for your business.
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7Summits
Our Perspective
This rampant technology growth is driving companies to react prematurely: Most brands’ focus is how to use social media sites like Facebook, Twitter, and YouTube:
This is the wrong focus!
“How do we create a fan page on Facebook?”
“Which sites and tools should we be using?”
“How do I use Twitter?”
“Do we need to be on Twitter and Friendfeed?”
“We have several videos on Youtube, how do we get someone to watch them?”
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Our Perspective
The focus should be on prioritizing which aspects of social media are right based on what you’re trying to do. The questions that should be asked:
• How do we establish and maintain a positive online reputation?
• How do we provide a consistent customer support experience at a reduced cost?
• How do we increase sales and market share?
• Where are customers going for answers and to research companies, products and services?
• How do we improve time-to-productivity for new employees?
• How can we better align innovation with market demand?
• How can we increase customer retention?
• What audience are we trying to reach and what are our objectives with that audience?
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agenda
‣ 7Summits Overview
‣ Social Media Defined
‣ Our Perspective
‣ Applied Social Media
‣ Business Uses of Social Media for You
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Applied Social MediaSM
How does social media add measurable value to these relationships?How does social media add measurable value to these relationships?
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7Summits
The Business Case for Social Media
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Collaboration / Productivity Sale Enablement
Communications / Culture Customer Support
• Survey of more than 500 Jive customers conducted by an independent, third-party customer research firm McKinsey, Market Tools in December 2010.• Majority of responses came from companies with over 5,000 employees. 26% have over 50,000 employees.• Substantiates the effectiveness and business benefits of a collaborative, community model to drive employee engagement
Representative Outcomes – Recent Survey of Community Benefits
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Bringing the community together as a whole
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Social Marketing Customer Support
Communities Product
Management Sales Enablement Corporate
Communications Social
Collaboration
Applied Social MediaSM
Sales
Enablement
Lead GenRel Mgt
Biz Dev
Commerci
alMarketing
Feedback
ProductSupport
Specialists
CSRs
ProductMarketing
Employees
Engineers
ProductDevelopers
PublicRelations
CommercialMarketing
ProductMarketing
Listening
Platforms
KOL
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Social Marketing
What if you could turn your brand’s most enthusiastic fans into your best sales people?
PublicRelations
CommercialMarketing
ProductMarketing
Listening
Platforms
c
Advocates
cc
c
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Social MarketingWhat if you could engage customers wherever they were online, and put those conversations at the center of your marketing strategy?
PublicRelations
CommercialMarketing
ProductMarketing
Listening
Platforms
c
Advocates
cc
c
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Social Marketing Use Community to:Increase market awareness to fuel plansIncrease brand awareness to attract new customersConvert leads into paying customersConvert customers into advocatesGet feedback from your most valuable customers before you launch a product or a campaign
Advocates
PublicRelations
CommercialMarketing
ProductMarketing
Listening
Platforms
cc
c
c
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Social Marketing Increase market
awareness to fuel plans
Use a listening platform embedded in a small internal community to better understand what is being said about your company, brands, and products / services, and competitors throughout the social web.
Setup a place to share market perspectives.
Turn insights into action.
Share insights with key partners, OEMs and Mass Merchants to better position sales execution in your downstream supply-chain.
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Use integrated social media monitoring and engagement solutions to help you discover and engage with prospects and customers wherever they are on the social web.
Social Marketing Increase brand
awareness to attract new customers
34% increase in brand awareness
33% increase in click-throughs from Google searches
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Your prospects are most influenced by customers like themselves. You can increase conversion rates by connecting potential customers with trusted recommendations and discussions from similar people.
Social Marketing Community
connects advocates with prospects
Convert leads into paying customers
26% increase in website sales
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Successes:
•Community content integrated with product content driving eCommerce transactions
•Product feedback through socially engaged “test drives”
•Advocates engaging new customers and prospects
OverviewCreated an exclusive community for engineers to increase brand affinity, garner product feedback for themselves and their suppliers, and provide a true social commerce solution.
Value Lever Product Management – Customer Feedback and IdeationValue Lever Sales – Increasing Number of Transactions
Case Study: Element 14
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Driving engagement post sale turns your customers into powerful advocates. Advocates create content that can be seeded to drive more awareness and leads.
Social MarketingConvert
customers into advocates
31% increase in customer retention
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Successes:
•Utilized challenges, competitions, and badging to encourage and support user participation.
•Activated heavy users to interact and create content.
Overview:Intel and ASUS teamed up to launch a community where their 3 main user groups could connect and interact to create a stronger brand experience.
Value Lever Marketing– Building Brand Centered CommunityValue Lever PR– Monitoring and Engaging
Case Study: WEPC.com
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Successes:•Campaign was a cool, highly visible & tangible way to pay off the “promise” of special perks for being a member of the WePC “Inner Circle”;•Offered viral components to create social buzz and fresh news stories for bloggers and traditional media.
Overview:At launch WEPC ran a contest for the “Next WePC Community Journalist,” giving users a chance to be spokesperson for the community at an upcoming event.
Value Lever Marketing- Customer Awareness
Case Study: WEPC Contest
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Create an easy-to-access, always-on focus group. Marketers can understand customers’ changing needs, act on their feedback, and test new product and marketing concepts.
Social Marketing Get feedback from
your most valuable customers before you launch a product or a campaign
34% increase in product feedback and ideas
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Successes:•Helping their SMB clients grow•Increased SMB market share•Gaining real-time intelligence on topics that offerings can be created around
OverviewBank of America is supporting and embracing the needs and ideas of their customers. The company’s website has become the meeting point for small business.
Value Lever Marketing– Market IntelligenceValue Lever Sales – Increasing Number of Transactions
Case Study: Bank of America
http://smallbusinessonlinecommunity.bankofamerica.com/index.jspa
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Customer Support Use Community to:Reduce Service Operating CostsIncrease Customer SatisfactionCreate a More Authentic Two-way Dialogue with CustomersProvide an Easier Way for Customers to Share Feedback and Ideas
Commerci
alMarketing
Feedback
ProductSupport
Specialists
CSRs
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Sales Enablement Use Community to:Get Sale Reps on-boarded and selling as quickly as possibleGive time back to sales staff so they spend less time searching for information and more time sellingHelp Sales Reps find and collaborate with experts within your organizationClose deals faster
Sales
Enablement
Lead GenRel Mgt
Biz Dev
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Corporate Communications
Use Community to:Keep the company better aligned with corporate goalsIncrease employee engagement Help employees find, connect and communicate more effectively throughout the organizationReduce onboarding and training costs
Sales
Enablement
Lead GenRel Mgt
Biz Dev
Commerci
alMarketing
Feedback
ProductSupport
Specialists
CSRs
ProductMarketing
Employees
Engineers
ProductDevelopers
PublicRelations
CommercialMarketing
ProductMarketing
Listening
Platforms
KOL
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Social Collaboration
Use Community to:Centralize company knowledge, facilitate sharingIncrease employee engagementEnable distributed workforce to find the people, content, and expertise they needRethink intranets/ portals to engage all employeesCultivate innovation
Sales
Enablement
Lead GenRel Mgt
Biz Dev
Commerci
alMarketing
Feedback
ProductSupport
Specialists
CSRs
ProductMarketing
Employees
Engineers
ProductDevelopers
PublicRelations
CommercialMarketing
ProductMarketing
Listening
Platforms
KOL
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agenda
‣ 7Summits Overview
‣ Social Media Defined
‣ Our Perspective
‣ Applied Social Media
‣ Business Uses of Social Media for You
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So What Does This MeanFor You?
7SummitsRecommends:
Have a Strategy/Plan that works for your business – don’t use everyone elses!
Social Marketing - Keep it integrated! For Ex: combine vertical
search, social listening, and content seeding, organic search and a little paid media
Enable Product / Service Reviews!
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1. Social Media StrategyMany companies are experimenting with Social Media and Communities and missing the real opportunity to setup a foundation for doing business in the future.
Investing in a Social Media Strategy will help with business alignment and determining near term priorities and a roadmap.
Determine how Social Media aligns with Your Business Goals.
Align Community and Member Objectives with Business Objectives
Focus on prioritizing “What” first, then “How” - pick Strategies and Channels
Focus on creating a Social Media roadmap that enriches your business and sets you up for continued success
Develop an Operational Model
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497Summits
Activation & Adoption Strategies
It can be challenging to garner the community adoption levels needed to drive a successful business result. Best practices should be applied for
every new community launch to support robust end-user adoption.
Best Practices Summary
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2. Empower Customers
Dissatisfied customers can be very vocal, passionate, and involved. Just the kind of qualities we would love to see in brand advocates and ambassadors.
How can we channel all this energy for good?
Give customers the power to rate products, services, and partners.
Operationalize your problem response model. Let customers vote on appropriate responses (refund, quick triage of problem, or refusal if unreasonable). Let them be involved in the process and be problem solvers.
Solicit reviews post-conversion and seed across the social web.
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3. Create Connected Social CampaignsMany Campaign and Promotional Landing pages lack sophistication and personalization.
Promoting your products and services in both search and social furthers brand awareness and content saturation to improve competitive position
Implement connected Social Campaigns with SocialPagesSM
Drive qualified leads and sales
Improve product and service seeding on social and search
Optimize campaign landing pages with rich content – reviews, multimedia
Own mid- and long-tail search
Improve Online Reputation by de-emphasizing negative sentiment
Optimize campaigns by aligning Products and Services with Target Audiences and Regions
Improve reputation management
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4. Social ContestsContent creation and syndication are key in creating a balanced brand view.
Social Contests are a great way to drive awareness and increase your overall social index compared to competitors.
Create Marketing campaigns that focus on driving consumer-generated content
It also leverages contestants’ friend networks for voting to gain brand awareness and customer leads socially.
This is a great way to create surprise and delight and countermand any noise or negativity about your brand.
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5. Marketing Integration
Companies invest in a number of online marketing channels including Email, Social Media and Search as well as Traditional Media
There is a unique opportunity to unify these digital assets so they work together.
Meet users in their media
Introduce ratings and reviews on all product pages
Unify your digital assets and create a social shopping experience
Focus on aligning all marketing channels with your website
Ensure all elements are tracked with effective analytics to guide investment
Integration = Force Multiplier
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6. Social Sales Enablement
Focus on mapping your digital media to your sales process.
Integrating all your sales efforts online is key to success
Analyze your sales funnel as it relates to online media
Focus on investing in areas that shorten the sales cycle
Invest in tactics that attract and influence leads
Analyze and improve website conversation funnels
Reduce barrier to entry for getting a quote
Introduce a social referral model
Solicit customers post install for feedback and review
Focus on Sales Enablement by Fostering Advocates
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Your Guide to Social Media Success©
Thank you.