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You didn't give a website or contact info - at least that I could find?
Here's the link:
http://www.socialmediaexplorer.com/2009/06/02/s...
Very interesting thoughts. This takes away the hierarchy and walls that the corporation built. It opens a conversation with all people in and out of the business.
I think companies can be more relational than transactional using a social model. It puts people at the center not just profits.
I find this taking place in our own company where I have people using social media monitoring tools and this 'social crm' to try track down where conversations are taking place. Also various employees themselves either blog or engage in othe forms of communication that can potentially lead to profitability. The question becomes then how can we empower these people while also providing them guidelines on engaging prospects through social media.
Each industry or organization will have their own rules about social media engagement. The National Football League issued a new social media policy that bars players from posting updates on Twitter or Facebook just before, during and just after games.
History has shown that when you try to control humans and their communications, violent outbreaks can ensue. Any “communications” which tries to evoke control over human behavior initiates resistance and is detrimental to the ultimate goal of controlling
Jay Deragon states, "Control can be instituted via persuasion or by the power of influence. The power of influence can be driven either via bottom up or top down. Top down power doesn’t work well because it represents a few trying to control the many. Bottom up power represents the many given the power to influence the few whom think they possess the power."
In any case, that is just an implication on a macro scale that we will see emerge. For now, I think we definitely need the top-down support to make our businesses more social, whether its the physical environment in which we dwell or empowering employees to serve as brand ambassadors or evangelizing our existing customers.
I think you've really done a nice job at deconstructing this in terms that social media practitioners can appreciate. I think this especially nails it.
"But a social business isn’t just one which fans the flames of external social connections. It’s also one that creates a similar environment internally."
There can be no truly transformational social initiatives until change happens from within. This is we hope to achieve with social business design. Adaptation via employee, customer and business partner levels. These three areas define a businesses heartbeat.
The second point is that we should consider our workforce as our first customers. A satisfied employee is the best starter for a WOM activity.
I wonder how to best translate that to external knowledge sharing? Any ideas?
I think it's cool though how they've added social elements like a playground, wi-fi, and improved service. Goes to show how all this social hubbub goes well beyond the online world.
We researched reactions to having play centers for men who statistically did not enjoy shopping for home furnishings and preferred electronic purchases. Qualitative and quantitative data came back highly supportive of combining an adult coffee center that included gaming stations, sports magazines and news channels on TV that was near the kids play center. Despite sounding immature and stereotypical it represented that consumers welcomed having a business that offered social solutions that addressed shopping the way the target audience wanted to potentially enjoy the experience.
On another note, if you have more information on their work I would be interested in making contact with the group. I am presently writing a book for Pearson on social media monetization from a marketing perspective. One of the premises of the book is overlaying social media on top of mainstream marketing principles. If their position fits the flow of the book I would be interested in potentially quoting them, especially in the last chapter where I look at future trends. Please contact me at andrew@solsolutions.ca
Jason hits the point dead on with the definition of "social business" as one that "prioritizes connecting with people, and facilitating connections between people." There's no assumption of digital tools or marketing discipline, just a definition that centers on people. From there, marketers can focus on the strategies that achieve their objectives, whether it be store design and placement for Chick-Fil-A or a Twitter-based help desk for Best Buy.
1) I have been hearing a lot of Chick-Fil-A stories lately, most centering around something fun the company is doing to engage with customers or make people's dining experiences memorable -- and that's saying a lot when you're a fast food joint. Chick-Fil-A is obviously allowing its employees to have fun, which is leading to positive WOM about the brand. Sounds simple, but few companies have grasped this idea that you did such a nice job of describing in your post.
2) Greg mentioned Zappos. In everything I've read about Big Z, they basically decided to emphasize customer service and let that shape the company culture, how they deal with people and their advertising (mostly WOM). This brings up an idea I've been tossing around a lot lately -- Can companies use social media to change their culture? If a brand that has struggled with customer service or brand perception turns its focus to people, will everything else fall into place? It may not be that simple, but it seems corporate leaders often make culture change too complicated and social media can be a great place to start.
3) Think the emphasis on people you highlighted throughout the post is right on. People who participate in social networks aren't "nerds in pajamas" as Shel Holtz often mentions. If anything, we seek personal connections often times more than those who label social media and emerging technologies as antisocial behaviors. Why else do we continue to see people use social media as a way to set up meetings "in real life?"
4) I hear your story about Chick-Fil-A or read about Zappos and say these companies embody social business and they truly "get it." But a large number of the corporate leaders we have to convince to be social still want "the magic number." Does a company like Chick-Fil-A have a magic statistical correlation between its success and being social? Or is it a matter of us educating by highlighting the correlation between the Chick-Fil-A's, Southwests and Zappos of the world and their positive sales? Need to take it a step further?
Appreciate your perspectives. Cheers.
Justin
1) I have been hearing a lot of Chick-Fil-A stories lately, most centering around something fun the company is doing to engage with customers or make people's dining experiences memorable -- and that's saying a lot when you're a fast food joint. Chick-Fil-A is obviously allowing its employees to have fun, which is leading to positive WOM about the brand. Sounds simple, but few companies have grasped this idea that you did such a nice job of describing in your post.
2) Greg mentioned Zappos. In everything I've read about Big Z, they basically decided to emphasize customer service and let that shape the company culture, how they deal with people and their advertising (mostly WOM). This brings up an idea I've been tossing around a lot lately -- Can companies use social media to change their culture? If a brand that has struggled with customer service or brand perception turns its focus to people, will everything else fall into place? It may not be that simple, but it seems corporate leaders often make culture change too complicated and social media can be a great place to start.
3) Think the emphasis on people you highlighted throughout the post is right on. People who participate in social networks aren't "nerds in pajamas" as Shel Holtz often mentions. If anything, we seek personal connections often times more than those who label social media and emerging technologies as antisocial behaviors. Why else do we continue to see people use social media as a way to set up meetings "in real life?"
4) I hear your story about Chick-Fil-A or read about Zappos and say these companies embody social business and they truly "get it." But a large number of the corporate leaders we have to convince to be social still want "the magic number." Does a company like Chick-Fil-A have a magic statistical correlation between its success and being social? Or is it a matter of us educating by highlighting the correlation between the Chick-Fil-A's, Southwests and Zappos of the world and their positive sales? Need to take it a step further?
Appreciate your perspectives. Cheers.
Justin
1. Getting past the Industrial Revolution mentality that customers are faceless, nameless numbers. They're complex messy humans with needs. And...
2. Asking what do my humans need? Then providing it.
Thanks for all the thought provoking posts.
Question: Will every business do well as a social business or there are some exceptions?
While trying to find exceptions, I got thinking on the lines of scale/size.
I am wondering if there's a minimum size below which you don't get much(ROI) out of social business and can in fact turn harmful..Just thinking..