HOW SOCIAL

MEDIA SUPPORTS

DIGITAL FIRST

DELIVERYAMSTERDAM 12 FEBRUARY 2015

@TiffanyStJames

@wetransmute

THE 6 USES OF

SOCIAL MEDIA

IN BUSINESS

1) HR

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2) PR (AND SOCIAL MEDIA MARKETING)

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3) DIRECT SALES

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4) CUSTOMER SERVICE

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5) BUSINESS INTELLIGENCE

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6) INTERNAL COMMS

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THE 5 DIALS OF

DIGITAL

TRANSFORMATION

WHAT IS DIGITAL TRANSFORMATION?

Digital First Fundamental

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Digital services so good people prefer to use them

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5 DIALS OF DIGITAL TRANSFORMATION

Vision

Strategy

Business

Model

Product

Operations

People

Customer

Experience

Culture

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#1 TRANSFORM YOUR BUSINESS MODEL

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Digital Modified Business, New Businesses, Globalisation

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#1 IF YOUR GOING TO TRANSFORM YOUR

BUSINESS MODEL…

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Use all 6: HR, PR, Direct Sales, Customer Service, Business Intelligence, Internal Comms

#2 TRANSFORM YOUR PRODUCT

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Digital Modified Products, New Products

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#2 IF YOUR GOING TO TRANSFORM YOUR

PRODUCT…

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Use Social Business Intelligence to inform new product development

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#3 TRANSFORM OPERATIONAL PROCESSES

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Process Digitisation, Worker Enablement, Performance Management

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#3 IF YOUR GOING TO TRANSFORM YOUR

OPERATIONAL PROCESSES…

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Make the internal digital experience as perfect as the external

#4 TRANSFORM YOUR PEOPLE

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Culture of Excellence, Recruit on Aptitude, Digital Skills Intervention

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#4 IF YOUR GOING TO TRANSFORM YOUR

PEOPLE…

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Understand their pain points, socially recruit them, leverage advocates

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#5 TRANSFORM CUSTOMER EXPERIENCE

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Customer Understanding, Top-line Growth, Customer Touchpoints

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#5 IF YOU ARE GOING TO TRANSFORM

YOUR CUSTOMER EXPERIENCE…

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Listen 24/7 AND have the processes to impact the business

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5 LESSONS IN

IMPLEMENTATION

#1 CHANGE IS LARGELY UNCOMFORTABLE

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Open Communications, Clarity, Swiftness

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#2 CREATE THE ENVIRONMENT

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Create the conditions: Collaboration, Tools, Space, Experimentation

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#3 LEAD FROM WHEREVER YOU ARE

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Leadership vision is paramount, managers create smooth transition

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#4 PERMISSION TO BREAK STUFF

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Experiment, innovate, test and scale up

#5 JFDI

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Plan, yes. But DO. Have an unwavering focus on delivery

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@tiffanystjames

@wetransmute

http://wetransmute.com