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Going Social: Discovering
Enterprise Social Media Touch
Points
Social Media Performance GroupRobbie JohnsonMike EllsworthKen Morris
Social Media in Business
• Typical Social Media Application Areas:– Marketing– Branding– Sales
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Enterprise
Find
BeFound
Grow Business
Influence
Engage
Listen
Social Media in the Enterprise
• Other Great Places to Use Social Media:– Customer Service– Product Development– Employee Engagement– Knowledge Management– Crisis Communications– Marketing Research
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Social Media in the Enterprise
• Customer Service– Comcast uses Twitter to move customer support toward
real-time
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Social Media in the Enterprise
• Product Development– Dell listened to their online community, created a Linux
product
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Social Media in the Enterprise
• Employee Engagement– BestBuy’s WaterCooler has had 1.5M posts over 2 years,
10,000 employees a week using
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Growth inemployeeproductivity
$18,600more market valueper employee
$3,800more profitsper employee
$80,000–120,000additional revenue per month
Higherprofitability
Highercustomer loyalty
Recruitmentcosts 55% lower
Fortune 500 Companies with Engaged Employees Report:
Social Media in the Enterprise
• Knowledge Management– IBM develops technology solutions three times faster
using social media knowledge management
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Social Media in the Enterprise
• Crisis Communications– Domino’s Pizza YouTube video response from president:
650,000 views, 7,000 comments.
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Social Media in the Enterprise
• Marketing Research– Fiskars created a social media community – got 70 good
product ideas within 12 hours
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External and Internal Strategies
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Externally Facing
Internally Facing
No Tools Before Rules™
Enterprise Social Media Framework™
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Slides
• Get these slides at:
bit.ly/bkaSlgVisit us at bit.ly/smperformance
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Homework
• Take the Social Media Performance Group's Social Media Readiness Survey
bit.ly/smsurvey
Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
Thank You!
• You are welcome to connect with me:– Mike Ellsworth– Twitter: @smpgcom– LinkedIn: www.LinkedIn.com/in/MikeEllsworth– Facebook: www.facebook.com/MichaelJEllsworth– bit.ly/smperformance– [email protected]– 952-373-1006
Copyright © 2010, Social Media Performance Group, Inc. All Rights Reserved
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