h rcom still wondering about social learning_final

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l

Still wondering about “social” learning?

Differentiating your Employee Development Experience

Presented by Mike [email protected] @MerrimanMzingaOctober 2011

mailto:[email protected]


In today’s fast-paced world, the pressure on businesses is higher than ever


According to IDC, the cost of NOT easily finding information = $3,300 per employee each year

(That’s $3.3M in annual lost opportunity cost for a business of 1000 people)

Work smarter & more efficiently.

3


30% of consumers rely less on advertising, and much more on recommendations from friends and family for making buying decisions.

Build brand credibility & buyer trust.

4


More than 90% of customers' issues haven't been unearthed in most organizations, and in addition, often the organization doesn't have answers for them, according to Forrester Research.

These issues lead to long support calls, poor issue resolution, cost increases and customer dissatisfaction.

Reduce customer response times.

5


The primary driver of a consumer's loyalty is their experience with your business, product or service.

Yet, marketers on average only invest

20% of their programs in loyalty and customer experience efforts.

Improve customer loyalty & satisfaction

6


How can you differentiate your employee experience to meet the challenge head on?


The Elements of a Social Organization

A New Model

IdeateFlickr image uploaded by Caveman (Kickin' 66 with Pete Zarria)Shared under Creative CommonsAttribution-No Derivative Works 2.0 GenericLicense

ShareFlickr image uploaded by Ed YourdonShared under Creative CommonsAttribution-Share Alike 2.0 GenericLicense

ListenFlickr image uploaded by andronicusmaxShared under Creative CommonsAttribution 2.0 GenericLicense

ChangeFlickr image uploaded by adam*bShared under Creative CommonsAttribution 2.0 GenericLicense

http://www.flickr.com/photos/caveman_92223/

http://www.flickr.com/photos/yourdon/

http://www.flickr.com/photos/24258698@N04/

http://www.flickr.com/photos/atbartlett/


Social Business Ecosystem

Partner Experience

Employee Experience

CustomerExperience

Brand Experience

• Streamlined client acquisition

• Customer engagement

• Loyalty & retention

• On-demand support

• Listening & engagement

• Brand building

• Demand generation

• Social commerce

• Social business outsourcing

• Indirect revenue streams

• Developer networks

• Engagement & collaboration

• Satisfaction & retention

• On-boarding & recruiting

• Social learning

Mzinga Social Business

Ecosystem


What does it mean to foster a social “employee experience”?


Collaborative

Employee

Experience

1

35

A collaborative, interactive employee experience aligned with key business processes is key to building an effective workforce…

4

6 2

Recruiting & On-boarding

Communication & Collaboration

Learning & Development

Innovation

Performance & Career Development

Satisfaction & Retention


On-boarding• Provide network

for peer to peer support

• Reduce time to productivity

Communication & Collaboration• Establish alignment

• Enable team building

• Reduce rework

Learning & Development• Capture & share best practices

• Fostered better knowledge retention

• Increase business agility

Performance & Career Development• Enable mentoring and expand access to

SMEs throughout organization

• Identify and promote rising stars

Innovation• Invite all to participate in business

advancements• Capture collective intelligence

Recruiting & Retention• Expand access to key talent• Establish an extended workforce

• Improve morale by giving employees a voice

User-Centric Employee Development Experience

Mzinga OmniSocial

Your Brand


Important Food for Thought…


Employees Aren’t As Engaged As You Think

Percentage of Employees Engaged In Their Companies

Actively EngagedNot Actively Engaged

2011, Blessing White, Inc.


Measuring Employee Engagement

2011, Blessing White, Inc.


Where Are Employees Engaged?


Continuous Learning Model Provides Greater Retention…


Nearly 60% Of Enterprises Will Have Enterprise Social Investments This Year…

April 2011 “Leveraging Millennials To Drive Enterprise Social Initiatives”


Examples From Across the Enterprise…


What does it mean to foster a social “customer experience”?


Consistent

Customer

Experience

1

35

A consistent, engaged customer experience aligned with a comprehensive customer lifecycle is essential …

4

6 2

Awareness & information gathering

Purchase experience

Implementation/on-boarding experience

Ongoing product/service experience

Ongoingcommunication & engagement

Continued support

From the Customer’s Perspective

Customer ExperienceSolutions

Acquire

EngageSuppor

t

From your PerspectiveIncrease sales team collaboration and enable more direct target buyer interactions- ultimately reducing sales cycles.

Develop more interactive, mutually beneficial relationships with customers that improve satisfaction & retention.

Significantly reduce support costs and improve customer response times by making your team readily accessible to customer needs in real time.


Getting Started & Real World Scenarios


Business Goals

Solution Overview

An interactive forum where job seekers can find information and resources to further their career goals

Results & ROI

Connect job seekers directly with Monster.com experts, hiring companies and their peers to plan the next steps in their career path to improve user engagement, and offer users added value to build loyalty

• Improved Monster.com user engagement

• Streamline recruiting for Monster.com users

We wanted to create an interactive forum where job seekers could find information and resources to further their career goals. The Advice Forums allow our members to connect directly with both our experts and their peers to plan the next steps in their career path.“

”


DTCC

Business Goals

Solution Overview

An online portal for marketing DTCC services, delivering training to the masses, and enabling customers to collaborate around content

• Increase revenue through fee-based learning & related usage

• Improve customer access to relevant service information

Results & ROI

• Over 15,000 current users

• Additional revenue streamFinancial services company that provides custody and asset servicing for 3.5 million securities issues from the United States and 110 other countries and territories, valued at $40 trillion.


Business Goals

Solution Overview

An online portal for delivering and managing technical training for the purposes of ongoing customer & partner education

• Improve customer & partner competency

• Increase revenue through fee-based learning solutions

• Increase customer satisfaction through a comprehensive customer experience

Results & ROI

• Over 175,000 current users

• Active user participation in more than 12,000 learning events

• Additional revenue stream

http://www.fastsearch.com/


Agilent Technologies

Business Goals

Solution Overview

Deliver an enterprise-wide ecosystem to manage learning and development for 28,000 geographically dispersed employees.

Results & ROI

Reduce training overhead by while continuing to address the same level of learning and development

• 90% reductions in training vendors

• Saved $10M with eLearning adoption

• 60% reductions in training admin staff

The world’s premier measurement company—advancing electronics, communications, life sciences and chemical analysis, with customers in 100 countries, 28,000 employees and $5.1 billion in revenues.


Getting Started…

27

Gain Executive buy-inImplement reward models to inspire behavior change

Use community and social elements seen as

key to the transition

Start with a initiative-level project viewed as

proof-of-concept for broader adoption

Identify roles & responsibilities


Questions?


Thank you!

[email protected] @MerrimanMzinga

mailto:[email protected]

h rcom still wondering about social learning_final

Business

demand social

creative commonsshared

blessing white

career path

employees

customers

roi

monster