Social Business Forum Milano: Day 2
- by me
@YourService. The business world has flipped and small business can capitalize by Frank Eliason (twitter: @FrankEliason )
Technology and social media tools have made it easier than ever for
companies to communicate with consumers. They can listen and join in on
conversations, solve problems, get instant feedback about their products
and services, and more. So why, then, are most companies not doing
this? Instead, it seems as if customer service is at an all time low,
and that the few companies who are choosing to focus on their customers
are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it.
Explains how to create a culture of empowered employees who understand the value of a great customer experience
Advises on the need to communicate that experience to their customers and potential customers
Frank Eliason, recognized by BusinessWeek
as the 'most famous customer service manager in the US, possibly in the
world,' has built a reputation for helping large businesses improve the
way they connect with customers and enhance their relationships
Quotes from the Audience:
Bertrand Duperrin ?@bduperrin social service is not about shutting up the loudest cutsomers ! #sbf12 @frankeliason
Paolo Pelloni ?@paolopelloniGautam Ghosh ?@GautamGhosh
RT @cecildijoux: #sbf12 @frankeliason you need to change things and fix the approach it's not about social media it's about driving change
Peter H. Reiser ?@peterreiser
#sbf12 Company Experience = Product Experience + Customer Interactions + Employee Experience @yourservice
Engage or lose! Socialize, mobilize, conversify: engage your employees to improve business performance
Christian Finn (twitter: @cfinn)
First Christian was presenting the flying monkey
Then he outlined the four principals to fix the Intranet:
1. Socalize the Intranet
2. Get Thee to a Single Repository
3. Mobilize the Intranet
4. Conversationalize Your Processes
Quotes from the Audience:
Oscar Berg ?@oscarberg
Engaged employees think their work bring out the best of their ideas @cfinn #sbf12 http://pic.twitter.com/68eddp48
John Stepper ?@johnstepper
I like @cfinn's "conversify your processes" A nice related concept to "narrating your work", part of working out loud. http://johnstepper.com/2012/05/26/working-out-loud-your-personal-content-strategy/
Oscar Berg ?@oscarberg
Organizations are talent markets - socializing your intranet makes this market function better @cfinn #sbf12
For profit, productivity, and personal benefit: creating a collaborative culture at Deutsche Bank
John Stepper (twitter:@johnstepper) Driving adoption of collaboration + social media platforms at Deutsche Bank.
John shared some great best practices on how to deploy an enterprise wide community model in a large company. He started with the most important question
What is the commercial value of adding social ?
Then he talked about the success of Community of Practices deployment and outlined some key use cases including the relevant measures to proof the ROI of the investment.
Examples:
Community of practice -> measure: systematic collection of value stories
Self-service website -> measure: based on representative models
Optimizing asset inventory - > measure: Actual counts
This use case was particular interesting. It is a crowd sourced spending/saving of infrastructure model. User can cancel IT services they don't need (as example Software xx). 5% of the saving goes to social responsibility projects.
The John outlined some best practices on how to address the WIIFM (What's In It For Me) question of the individual users:
- change from hierarchy to graph
- working out loud = observable work + narrating your work
- add social skills to career objectives - example: building a purposeful social network course/training as part of the job development curriculum
And last but not least John gave some important tips on how to get senior management buy-in by establishing management sponsored division level collaboration boards which defines clear uses cases and measures. This divisional use cases are then implemented using a common social platform.
Thanks John - I learned a lot from your presentation!
Quotes from the Audience:
Ana Silva ?@AnaDataGirl
#sbf12 what's in it for individuals at Deutsche Bank? Shapping their reputations in a big org says @johnstepper #e20Ana Silva ?@AnaDataGirl
Any reason why not? MT @magatorlibero #sbf12 is Deutsche B. experience on applying social inside company applicable to Italian people?
Oscar Berg ?@oscarberg
Your career is not a ladder, it is a network that opens up opportunities - @johnstepper #sbf12
Oscar Berg ?@oscarberg
@johnstepper: Institutionalizing collaboration is next - collaboration woven into the fabric of daily work #sbf12
Ana Silva ?@AnaDataGirl
#sbf12 @johnstepper talking about how Deutsche Bank is using #socbiz to build purposeful CoP & save money
