10. The loyalty loop exists as a result of the social channel
June 2009 issue of McKinsey Quarterly, David Court http://lc.tl/cdj
Customer Decision Journey - new
19. “A social business is an
organization whose culture and
systems encourage networks
of people to create business
value.”
IBM report April 2013
Social Business Patterns in achieving social business success
social.bz/ibmsp
20. “The deep integration of social
media and social methodologies
into the organization to drive
business impact”
Altimeter Group
The Evolution of Social Business
Six Stages of Social Business Transformation - March 2013
social.bz/a1
23. Two Thirds of the companies surveyed were
active in social with no real link to business
goals - why?
Unaligned executives Only 52% of companies
surveyed agreed with the statement, “Top
executives are informed, engaged, and aligned
with our social strategy.”
“Many of our board members and executive
leaders aren’t even on Facebook, so social
media is foreign to them.”
30. Finding Expertise
• quickly locate the right people, or published content
containing, the expertise needed to solve a problem
• connect the best possible resources to effectively
respond to customer needs
• document and share reusable solutions to common
issues
• create highly-engaged and productive employees
32. Gaining External
Customer Insights
• quickly learn customers’ opinions and
preferences related to existing and potential
products and services
• identify and connect with key customer
influencers to aid marketing efforts
33. Increasing Knowledge Sharing
• more efficiently and effectively capture, share
and access knowledge
• increase innovation through wider reach of
ideas
• reduce excessive, unproductive time spent
searching and exchanging information