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?