Workshop on making your business more social to small business in the municipality of Stonnington, Melbourne, 13th November 2012

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5. Social Media 101

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Social Media 101

9. “ ”
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Social Media 101

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12. www.ge.com

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Social Media 101

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16. Collaborating
Listening Talking Supporting
and Engaging
http://www.socialmediaexaminer.com/9-small-business-social-media-success-
stories/

20. www.sproutsocial.com

21. Can I use social media to
listen more effectively?

22. Where?
What?

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Social Media 101

26. http://www.symphony3.com/_blog/Online_Business
_Strategy_And_Digital_Marketing/post/Social_Med
ia_Guide_Infographic/
https://www.facebook.com/lens.of.a.farm.girl

27. How can I present content
to my stakeholders that
delivers value?

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30. Can we use social media to
provide improved support
at less cost?

31. www.uservoice.com

34. Can we collaborate
with and energise
our customers?

35. www.centraldesktop.com

36. www.yammer.com

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38. Are we listening,
talking, supporting
and collaborating as
well as we should
be?
Listening Talking Supporting Collaborating

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41. People Needs
Who are you Serving? Where are they?
What are they doing online? What drives them to engage with you?
Customer Customer Customer Customer
Employees Employees
Segment A Segment B Segment A Segment B
Mission Vision
Why We Exist Strategic Goals Core Values
New customers Improved Customer Service
Financial Profitability
More $ per customer Lower Customer Churn Lower Costs More Efficient Processes
How We Do It
Communicate
Make (Services delivered)
Talking / Informing Engaging / Energising
Supporting Activities Listening Supporting
Building Blocks
People Data and Information Standards 41
and Policies Technology Finance
Leadership
Customer interactions
Culture
database Social Media Policy (Tools) (Budget)
Skills +Training Response Guide
Change management Analytics
Risk Mgmt