excellence in missouri keynote - malcolm baldrige 2012 social media criteria
DESCRIPTION
This presentation was given as the closing keynote at the 2011 Excellence in Missouri conference honoring Malcolm Baldrige award winners. Lisa Qualls, Fresh ID CEO reviewed the new 2012 Malcolm Baldrige social media criteria and how companies can prepare their strategy to become a social business.TRANSCRIPT
CQA & SOCIAL MEDIA
Lisa Qualls CEO, Fresh ID
New CriteriaWhat is social media?
Social business successPrepare your strategyImplementation tools
Thank you!
AGENDA
New criteria in 2012
How do you listen to customers to obtain actionable information?
How do your listening methods vary for different customers, customer groups or market segments?
How do you use social media and Web-based technologies to listen to customers?
How do your listening methods vary across the customer life cycle?
How do you follow up with customers on the quality of products, customer support, and transactions to receive immediate and actionable feedback?
CATEGORY 3: Customer Focus
What is social media?
Evaluate
Learn
Interact
Social Business Success
Credit: McKinsey
Social Business Success
$6.5 Million in revenues directly
attributed to Twitter in just 2
years
Biggest profit since 1999
3K+ internal community members…
$250K saved with 1
interaction alone
Preparing Your Strategy
Understand the Concerns
Start with Fundamentals
Define the Strategy
Common Concerns
ResourcesSecurity
Rapid ChangeControl
Understand the Concerns
Start With Fundamentals
Market
Brand
Financials
Define Your Strategy
Executive Champion
Resource Needs
Social Process, Policy & Training
Success Metrics
Implementation Tools
Monitoring
Identification
Engagement
Monitoring Tools
Influencers / Advocates
Engagement
Summary
Understand the Space
Listen
Engage
Measure
Adapt
