social media across the enterprise - ptp · social media across the enterprise november 18, 2015...
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![Page 1: Social Media across the Enterprise - PTP · Social Media across the Enterprise November 18, 2015 Lynn Olson, VP Customer Experience. PROPRIETARY AND CONFIDENTIAL 2 Social impacts](https://reader036.vdocuments.us/reader036/viewer/2022063018/5fda8babc60a8d5bd411aecb/html5/thumbnails/1.jpg)
Social Media across the EnterpriseNovember 18, 2015
Lynn Olson, VP Customer Experience
![Page 2: Social Media across the Enterprise - PTP · Social Media across the Enterprise November 18, 2015 Lynn Olson, VP Customer Experience. PROPRIETARY AND CONFIDENTIAL 2 Social impacts](https://reader036.vdocuments.us/reader036/viewer/2022063018/5fda8babc60a8d5bd411aecb/html5/thumbnails/2.jpg)
2PROPRIETARY AND CONFIDENTIAL
Social impacts
Awareness Connected Resourceful
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3PROPRIETARY AND CONFIDENTIAL
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4PROPRIETARY AND CONFIDENTIAL
Social chaos
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5PROPRIETARY AND CONFIDENTIAL
Social perceptions
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6PROPRIETARY AND CONFIDENTIAL
Social profiling
Initial Reaction
creepyannoying
scary
relevantinfluentialfind me
Secondary Reaction
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7PROPRIETARY AND CONFIDENTIAL
Social expectations
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8PROPRIETARY AND CONFIDENTIAL
Social expectations
Social Posts
Shared Values
Community
Support
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9PROPRIETARY AND CONFIDENTIAL
Social applied to generations
Boomers Gen X Millennials Gen Z
IdealisticTrusting
About me
RealisticInquisitive
Resourceful
PragmaticSkeptical
Self-Reliant
IdealisticFamilyLoyal
50% of interactions are Social
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10PROPRIETARY AND CONFIDENTIAL
Organization perceptions
Over 60% organizations manage Social in Marketing, Communications or PR
Over 50% do not manage Social real-time
Over 50% do not use Social internally
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11PROPRIETARY AND CONFIDENTIAL
Social PostsShared ValuesCommunity
Support
RelevantInfluentialFind me
Social CX Management
MarketingSales
Support
ProfilingReach
Analytics
CX
Organizational GoalsCustomer Goals
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12PROPRIETARY AND CONFIDENTIAL
The Social Organization
Social Interaction
SegmentationSLA
Priority
Marketing
Appropriate Resource
Sales
Enterprise Wide Model
Support
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13PROPRIETARY AND CONFIDENTIAL
Transition to a socially engaged organization