Post on 29-Jan-2015
description
@marcusnelson #SMSSummit
Empowering Employee Addvocates
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
@marcusnelson CEO/Founder of Addvocate !!Former Head of Social Media at Salesforce.com
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
Trust. Loyalty. Rapport.
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
90% trust recommendations from people they know. 70% trust consumer opinions posted online. 14% trust advertising
@marcusnelson #CRE2013
(2009 Nielsen)
@marcusnelson #SMSSummit
An everyday employee is 2x trusted vs. Chief Executive (2013 Edelman Trust Barometer)
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
http://trust.edelman.com/
Customers WANT to talk to employees
@marcusnelson #CRE2013
@marcusnelson #SMSSummit@marcusnelson #CRE2013
Employees want to talk too, but… !
They often don’t know what to say or don’t want to say the wrong thing.
@marcusnelson #SMSSummit@marcusnelson #CRE2013
Engaged employees produce 2x as much work product in the time as unengaged employees
@marcusnelson #SMSSummit@marcusnelson #CRE2013
40% – 80% of customer satisfaction is affected by employee attitudes
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Employees Matter
@marcusnelson #SMSSummit
Be a talent agent, not a police officer !
Find the stars inside your organization Enable and empower the masses
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
What’s in bounds?
What’s out of bounds?
Who to escalate things to?
public facing youtube video
salesforce.com/socialmediapolicyEvery Employee is responsible for reading and adhering to the rules.
Establish Social Media Guidelines
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
Determine Objectives
Share of Voice
# of MVPs
Awards Won
Engagement Coverage
Video Views
Subscribers
Posts & Comments
Facebook Engagement
Score
Sentiment
# of Employees Trained
# of Influencers Engaged
Audit Score
Downloads
Attendees
Quality of Engagement
Share of Conversation
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
http://en.community.dell.com/dell-blogs/direct2dell/b/direct2dell/archive/2012/04/23/dell-engaging-channel-partners-with-new-social-media-training-campaign.aspx
@marcusnelson #CRE2013
Build Proficiency Among Employees
@marcusnelson #SMSSummit
Create Collaborative Infrastructure
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
Who’s contributing on your company’s behalf. Score how users rank in influence, and knowledge leadership. Leader boards create competition.
Identify Users
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@marcusnelson #SMSSummit
Browser plugin gives constant access to Addvocate. Suggest content for employees to send out. Notifications update employees with messages, updates, key links. Promote the most pressing content.
Amplify Messages
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@marcusnelson #SMSSummit
What content is driving clicks & shares? Who are your top traffic drivers. Discover multi-generational sharing of content. Learn more about your social customers.
Measure Results
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@marcusnelson #SMSSummit
Get Your People Mobile
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
Gamify Employee Participation
@marcusnelson #CRE2013
@marcusnelson #SMSSummit
Thank You !!
@marcusnelson CEO/Founder of Addvocate
!!
Former Head of Social Media at salesforce.com
@marcusnelson #CRE2013