1. Technology is no longer passive. It’s interactive.

2. We don’t just see and hear stuff…

3. We gather round and talk about it.

4. We can all share what we care about with the world

5. We can all be publishers, broadcasters, distributors, producers…

6. We all have the same equipment

8. The ease with which people can share their thoughts via social channels has caused an explosion in conversation

9. This means a bunch of customers out there want to talk to us and about us

10. “When will my delivery arrive? “I just bought this and it broke after a day’s use” “This product is the wrong colour” “Thanks for doing such a great job”

11. Reducing barriers to conversation has set the advocates free

12. …but it has set the detractors free too

13. So what are the implications for our business?

14. We need to talk to customers on their terms

15. We need to build trust by being more transparent

17. We need to think big and act small

18. Our social media goals are nothing new Transform reputation / perception Reduce call volumes Reduce support costs Increase registered users Increase sales Increase insight & understanding Increase positive sentiment (advocacy) Increase satisfaction Increase awareness / buzz Increase influence Increase colleague retention Attract new colleagues Increase footfall, traffic & conversions

19. But we’ll achieve them better, faster, cheaper by embracing networked communications as an engine for growth

20. We see a future where all colleagues & customers have access to all our knowledge, instantly

21. Where colleagues & customers are collaborators, co-creating

22. Where colleagues & customers are proud advocates

23. Where we’re regarded as the approachable experts

24. So how will we get there?

25. The good news is the knowledge already exists within our business We have subject matter experts, social media enthusiasts, innovators, customer service stars...

26. (and many social tools are free!)

27. We’ll get scale by empowering these internal advocates

28. Our challenge now is to identify, equip and reward them …so inspiration, participation & productive behaviours spread with newfound velocity

29. Fast-changing environments call for greater agility

30. By harnessing our collective intelligence we’ll keep pace with the world

31. We’ll do this by implementing knowledge management, collaboration, enterprise social networking, social media monitoring and engagement tools and practices Paving the way for universal, embedded understanding of social media

32. We’ll succeed by applying values of transparency & connectedness, inside & out