web 2.0 ny: how to score in a social world

HowtoSCOREinaSocialWorld

AnIntroductiontoBetterBusinessPracticesByBarryLibert&AlexaScordato

MakingtheMove:MEtoWE

MeetJoe.

A.K.A.

Mr.ME

Joemanages

CompanyME

Hecaresabout

and

Joespendstimetalkingtotheseguys

andreads

Hetellstheseguyswhattodo

…andpayslittleattentiontowhatthesepeoplearesaying.

Heisgoodat

Butisbadat

Prettysoon,Joeisgoingtolooklikethis

WHY?

CompanyME’sstocklookslikethis

Andtheircustomers

Feellikethis

MeetJane

A.K.A.

Ms.WE

JanemanagesCompanyWE

Shecaresabout

and

Butshealsocaresabout

Shespendstime

mentoringandhelpingemployees

Andusestoolslike

Janereads

Butalsoreads

Janeisgreatat

andisexcellentat

CompanyWE’sstocklookslike

BecauseJaneandCompanyWElistento

Howcanyourcompanydothesame?

ForgetME.

SCORElikeWE.

BeSOCIAL.

Createaforum.

Buildcommunity.

BeCO‐CREATIVE.

StartanIdeashare.

Encourageinnovation.

BeOPEN

Startacompanyblog.

Joinasocialnetwork.

BeREWARDING.

Sponsoracontest

Givebacktoyourcommunity.

BeEVALUATIVE.

Usesurveys,commentsandratings.

Improveyourproduct.

ExperiencethebenefitsofWE…

Customersthatare50%moreloyal

Andwillingtospend54%more

Save87%oncustomersupportcosts…

Andreceive2xmorepositivefeedback.

WEprofitmorethanME.

WEsavemoremoneythanME.

WEinnovatemorethanME.

WEARESMARTERTHANME.

vs.

We

Me

Whatkindofcompanyareyou?

AWeAreSmarterProduction

www.wearesmarter.org

Thankyou!Photos:WSJ(Slide14,40):http://flickr.com/photos/cafemama/853536623/in/

photostreamOtherphotos:http://www.istockphoto.com

Statistics:www.bazaarvoice.com/industryStats.html

Inspiration:http://www.slideshare.net/chereemoore/meet‐henry/

QUESTIONS?FEEDBACK?

EmailBarry:barry@mzinga.comEmailAlexa:ascordato@mzinga.com

FollowusonTwitter:@blibert,@alexa