customer centric organizations in the age of social media
TRANSCRIPT
LeaderLab /
Social Business Innovation
LEADERLAB 2010L E A D E R S H I P N E T W O R K
CUSTOMER CENTRIC ORGANIZATIONS IN THE AGE OF SOCIAL MEDIASofus Midtgaard, Introduction
Network MeetingNovember 25th 12.00-16.00
/ Rethinking business, organizations & leadership
In the old days...
http://blog.modernmechanix.com/2008/02/14/bugle-call-into-megaphone-gets-em-up-in-the-morning/
…brands wanted everybody to pay attention to them..
http://www.lionsgate.com/
...the primary way to influence consumers was
to by advertising...
http://warnerbros.pbworks.com/f/rupert-murdoch-newspapers.jpg
...today brands are hiring Chief Listening Officers...
Source: ??? Please help….
http://www.leaderlab.com
Paid Owned Earned
Print, Television, Radio, Magazines, Cinema, Outdoor, Banners, Direct mail, SEM/Paid Search, in-store media
Brochure, retail stores, company website, Microsite, community, Facebook Fanpage, Mobile apps etc.
Word of mouth, Facebook, Twitter, Digg, Youtube, Flickr, blogs, forums
Strangers Customers FansSource: With inspiration from MEC, Starbucks and Forrester
Costumer Service
Sales
Communication
MarketingR&D /Product Development
Open Dialogue
1. How can we effectively listen to dialogues about our organizations and products on social media?
2. How can we engage with customers, suppliers, employees and citizens in new ways in order to increase loyalty and legitimacy?
3. What does a customer centric organization look like in the age of social media?