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Al Shah's powerpoint presentation from the June 27 webinar from People Management magazine – People power: Sourcing brilliant ideas using social media. Watch the webinar on demand at http://webinars.peoplemanagement.co.uk/
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Al ShahSocial Media Business Consultants
Ltd
People Management June 2012Innovation
www.smbconsultants.co.ukSMBC making business sense of social media within your company.
Innovation
Apply to Internal EmployeesFrom external customers and consumers
Understanding customers and behavior can give insight to future employee interaction
Can save you money by unwrapping amazing resources you already own!
www.smbconsultants.co.ukSMBC making business sense of social media within your company.
FIND PEOPLE WHO OTHERS
LISTEN TO
GIVE THEM SOMETHING TO
TALK ABOUT
GIVE THEM SOMEWHERE TOTALK ABOUT IT
CONVERSATION
INSIGHT
STRATEGIC DECISIONMAKING
Get People Talking
Behind the facade
www.smbconsultants.co.ukSMBC making business sense of social media within your company.
Insight (Service Quality)Personal Needs
Perceived Service
Translation of perception into service quality specifications
Management perception of
customer expectation
Communication to customers
Word of mouth
Expected Service
Employee perception of
customer expectation
Past Experiences
Customers
ServiceService Delivery
Gap 1
Gap 2
Gap 3
Gap 4
Gap 5Gap 6
Gap 7
Source: SERVQUAL (Parasuraman, Zeithaml, Berry, 1985)
www.smbconsultants.co.ukSMBC making business sense of social media within your company.
Values, Beliefs & PurposePurpose
Identity
Values
Competence
Behaviours
Environment
Trust
Loyalty
Risk
www.smbconsultants.co.ukSMBC making business sense of social media within your company.
What Drive’s Us (Dan Pink’s RSA Animate) http://comment.rsablogs.org.uk/2010/04/08/rsa-animate-drive/ Autonomy Mastery Purpose
Creating anarchy? Morning Star food processors
($700m revenue 2010)
Learn to trust employees
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Throw out the rule book
Purpose driven work ethicsNo hierarchy No boundariesDesks on wheels
Loyalty – 80% moved with co across USPolicies – 365 day return Postage paid both waysCall centers in US with No Scripts No time limits
www.smbconsultants.co.ukSMBC making business sense of social media within your company.
Summary and Take-Away Build from the core to better service customers
Employees can be useful critical customers
Give employees a voice – the listen to them
Understand your customer well to get insight
Challenge need (and cost) of management
Thank You
@alshah1
http://uk.linkedin.com/in/alshah
[email protected]@messaging.co.uk
www.smbconsultants.co.uk
Want to know more? let’s keep talking – call me, Al Shah on:
www.smbconsultants.co.ukSMBC making business sense of social media within your company.
Influencers
Cultural Web
Backup Slides
<ONLINE & OFFLINE>
Influencers
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Early adopters who like to discover new products First and share the news with their large social networks
Fuel social conversationsusing product discovery
Make referrals to enhance self-esteemand affirm bonds with Intimate social groups and communities
Credibility & authenticity is Everything - the more genuine the
recommendation the more they are trusted and acted upon
www.smbconsultants.co.ukSMBC making business sense of social media within your company.
Culture (paradigm shifts)
Source: Johnson’s cultural web
3 Tangible and 3 intangible aspects:
1. Look at current paradigm and what in the 6 facets keeps that paradigm?
2. State desired paradigm
3. What in 6 facets would sustain that paradigm?
4. Devise strategy to move each facet to desired paradigm
