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The adoption of social media by customers and employees is pushing companies to re-examine how they engage with these audiences -- and in particular, to decide how open and transparent they can and should be. This is causing a rethink as to how to organise, manage and lead in this new era. Charlene will share insights into the impact of this new social environment, how its tranforming the way we work and how you can prepare for future changes. Walkers timingBetter Starbucks exampleUK Sidewiki exampleFacebook connect examplePicnikobama photo
He’s a musician, Canadian from Halifax, and generally, a pretty reasonable and nice guy. After a year, he was fed up. So what does a rational musician do? Write a song about it. And make a video of it.
http://www.youtube.com/watch?v=5YGc4zOqozoMusician Dave Carroll from Halifax had his guitars damaged on a flight from Halifax to Chicago.United lost control of this situation.
I believe that social networks will be like air. I’m not talking about social networking SITES like Facebook or MySpace. I’m talking about the relationships that each one of us has to the people who are important in our lives. I imagine a future where those connections will be anywhere and everywhere when and where you need them. And that they will be essential to our lives, like air. And without it in sufficient supply, we will feel not quite whole. We will look back in 5 years and think, wasn’t it quaint that we had to GO someplace to be social. So I believe that social networks will be like air – everywhere, and essential to your life.
Starbucks has a site where people can make suggestions on how they should improve. The key difference is that the suggestions are public, and people can vote for their favorite suggestions. Here’s an example of automatic ordering. Note that there is a status update here “Under Review”.
The Role Of Social Media In The Organization
The Impact Of Social Media
In Your Organization<br />Charlene Li<br />Altimeter Group<br />December 3, 2009<br />For slides, send an email firstname.lastname@example.org<br />
Success in the groundswell requires
Open Leadership<br />4<br />Have the confidence to let go and still inspire commitment<br />When people get what they need from each other<br />
Open LeadershipHaving the confidence and
humility to give up the need to be in control,while inspiring commitment from people to accomplish goals.<br />Photo: Kantor, http://www.flickr.com/photos/kantor<br />
#2 Understand the benefits of
openness<br />28<br />“We tend to overvalue the things we can measure, and undervalue the things we cannot.”<br />- John Hayes, CMO of American Express<br />
Fans have value only if
they do something<br />Buy more Coke<br />Tell others how much they love Coke<br />4 million fans<br />29<br />
Use metrics to manage openness<br
/>Net Promoter Score<br />How likely are you to recommend this to someone you know?<br />Lifetime Value<br />Lifetime revenue<br />Cost of acquisition<br />Cost of retention<br />Customer referral value (CRV)<br />