Optimizing Employee Information Management for hR Excellence
Optimizing the Customer Experience with Internal Social Media Excellence
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Transcript of Optimizing the Customer Experience with Internal Social Media Excellence
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Reap the rewards of an optimized internal social media networkRick MansApril 2011
Optimizing the Customer Experience with Internal Social Media Excellence
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Rick Mans
Capgemini’s Social Media Lead
I help organizations and individuals to be successful with Social Media
The Internet and Social Media are the biggest equalizers. Everybody with a device connected to the internet is now equal. It is not about money or wealth, it is about attention
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Make sure your channels are aligned
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‘We reply to your email in 3 working days’
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Social Media is not about channels
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It is not about being great on Twitter
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It is about culture,
the way you think,
how you work with others
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It is about making the shift in culture
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It is not about what you are doing
We are collaborating internally
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It is not about how you are doing it
When we finish a case we share the lessons learned on our platform
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It is about why you are doing it
We truly believe that by sharing the information we have we can deliver a better customer experience
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Start internally, start transforming your culture
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Start internally, create the social infrastructure
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Remember the 3 days waiting for the email?
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Having an internal social network can make it
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3 hours
3 minutes
instant
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Harnessing your internal social infrastructure7 steps
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Build your internal network before you start
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Standard replies for standard questions
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In depth knowledge
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Fuzzy questions
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Ask the expert
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What can we do next
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Trend discovery
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Things break if you aren’t transformed internally
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Your internal process
Your social media presence
Your brand
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No internal Social Transformation?
Don’t start externally
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What to do next8 steps towards success
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Start internally. Transform. Not by tools. It’s cultural.
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Transform your processes, your departments,your organisation, your people.
Though start small
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Make sure KPIs are aligned
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Is everybody now in Customer Service with Social Media?
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No.
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Do you need Social Media Guidelines?
Or better phrased:
Do your stakeholders need it?
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Be consistent, if you excel in social media,you should also excel in the old world
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Use the many ears and eyes you have.
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Organizations are not departments, they are networks
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Only if you transform, you will be delivering real Customer Experience
with Social Media
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Otherwise you are just faking it and people will find out
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Your contact:
Rick Mans – Social Media Lead at Capgemini
Phone: +31 6 51 21 01 44E-Mail: [email protected]: http://twitter.com/rickmansLinkedIn: http://nl.linkedin.com/in/rickmans
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