Commerce bank st louis solutions series april 2012
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Transcript of Commerce bank st louis solutions series april 2012
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Linda Locke
Principal
Managing in a Wired World
24 April 2012
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One word describes the business environment in 2012
Risk is predictable, if….• You know your stakeholders
• You understand what drives their perceptions
• You are aware of their values
• You listen to them FLUXFLUX
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
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Look at what’s changed recently
BlockbusterFacebook Borders Kodak
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
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Not just another garden-variety Tulip Mania bubble…
Startups valued at $200MM +
AirbnbAirbnb
DropboxDropbox
FlipboardFlipboard FoursquareFoursquare
Gilt GroupeGilt GroupeSpotifySpotify
RovioRovio
FacebookFacebook LinkedInLinkedIn
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
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Look at what’s changed recently
Five years ago
three companies
controlled two-thirds
of the smart phone market:
Nokia, RIM, Motorola
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
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You can mine the information environment
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
By carefully dissecting relevant, credible social media,
you can create direct and indirect experiences
with stakeholders
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Listening: The key to preventing, mitigating risk
Corporate initiatives and messaging
Stakeholder experiences
Third party conversations
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: Tony Sardella
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Myths of social media
All it takes is a Facebook page to become social
Hiring one kid means you have a social presence
Your intranet makes the organization collaborative
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: Forbes March 2012
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It’s not about likes, hits, or followers
It’s about strategy, culture, technology
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: Forbes Mark Fidelman March 2012
Personal60%
Personal60%
Experimental30%
Experimental30%
Participating9%
Participating9%
Strategic1%
Strategic1%
Social Business Maturity ModelSocial Business Maturity Model
Ad hoc Awareness Integrated OptimizedAd hoc Awareness Integrated Optimized
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Social business framework for the optimized 1%
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: Forbes Mark Fidelman March 2012
PeoplePeople
GovernanceGovernance InitiativesInitiatives
InfrastructureInfrastructure
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It’s about employees having a greater impact on your success
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
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Secrets of the successful social organizations
• No retribution: Empower employees to experiment
• Make subject matter experts your heroes• Enlist your partners, suppliers• Align the organization to communicate,
collaborate• Connect with thought leaders• Get tools to listen• Think about mobility
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
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Getting started
• Understand the landscape: what is being said about you now• Create a virtual team to identify initiatives• Think about what stakeholders expect• Personalize bios, photos• Customize for areas like customer service• Listen, understand, engage
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
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Key steps in acting social
• Determine drivers for each group
• Identify emotions
• Map channels with impact
• Identify activities causing risk
• Link to business strategy
• Build internal collaboration
• Engage with stakeholders
• Communicate what matters
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
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Case study 1: Examining the perceptions of all stakeholders …
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
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Case study 1: Diagnosing a problem
• Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
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Case study 2: Understanding impact of an event
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
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Case study 3: Impact of marketing initiatives
Commercials
Privacy Boat safety video
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
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Case study 4: Finding risk
• Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
Banking Fees
Consumer Debt
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
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Case study 5: Finding influencers
• Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
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Case study 6: Understanding emotional connection
Media Analytics
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
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Case study 7: Applying social media to business strategy
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012 Source: evolve24
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Rx for success in the social world
Risk is predictable, if….• You know your stakeholders
• You understand what drives their perceptions
• You are aware of their values
• You listen to them
Behave well;Communicate what matters
Behave well;Communicate what matters
Reputare Consulting LLC / Managing in a Wired World © Reputare Consulting 2012
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We help you understand whether your company is trusted, and what you should do next.
Corporate reputation consultingStrategy
Measurement
Internal Alignment
Setting the Risk Agenda
Creating the Reputation Platform
External Engagement
Strategic Communications
Crisis Management
Executive Communications
Reputation Planning, Staffing
Corporate Responsibility/Citizenship