Download - Case social business at Van Marcke Group
Social Media @ Van Marcke GroupPhilippe BorremansChief Social Media OfficerVan Marcke Group
Social Media is a “group level” topic & responsibility...
CSMO reports to Ms. Caroline Van Marcke
CSMO is based in HQ & has a global responsibility
Why Social Media ?
‘Cause it’s cool !
Because we “have to”...Because the competition is doing it.Because everyone talks about it.Because our PR agency tells us to.Because our advertising agency tells us to.Because my boss wants it.Because....
Social Media has an objective
If you can not tie your social media activity to a real business strategy with clear communications objectives...
Don’t start !
Business Objectives
• Optimize business processes and customer relationship/support by connecting 1200 staff across different business units & locations
• Support expanding business and focus on information based activities.
• Support the strategic objective of “single view on information” across the group.
• Truly engage with customers & business partners in order to support product & services innovation.
• Prepare employees to a changing cultural environment which supports the concept of the social enterprise.
Communications Objectives
• Support “traditional marketing” with social media marketing techniques/tactics in order to drive store traffic.
• Support corporate social responsibility activities with transparent communications.
• Support public relations with social media techniques and tactics in order to drive coverage.
• Support internal communications & collaboration in order to engage employees & management.
• Support business partner network (B2B) communications & collaboration in order to support & increase business.
Communications
AX
Y
BY = conversationA = companyB = marketX = membrane
The model has changed
Principles versus Tools
ImmediateAlways on
TransparantWork/Life
ParticipativeVirtual Community
PervasiveSimpel
TwitterYouTube
FacebookMobileBlogs
TaggingSocial Bookmarking
RSS
Monitoring
Listen first ! If not it’s like sailing blindly through the Gulf of Biscay
(which is pretty rough, believe me).
Monitoring & Tracking
Monitoring & Tracking
Influencer Tracking
Case: Big Blue
First small step: blogging
Issuu Account
SMPR - social media press release
Customer Support
Twitter story...
Twitter story...
Twitter story...
Results
Blog
Press
Average of 30 face to face meetings through websiteAverage 60 email contacts through website
Customer insights have changed proceduresRapid transparent response have led to + customer experience
Is n° 10 source of traffic to website
Average of +500 views of press releasePositive impact on search result rankingsInteractive comments on press releases
Issuu Since February: +10.000.000 catalogue views
Internal
Stop Blocking !
“If you can’t trust your employees, you have one of two problems,”
“You are hiring the wrong people or you are not properly training the
people you hire.”
BL. Ochman - http://www.stopblocking.org/?p=87
Guidelines
Start with guidelines for employees (and
managers) tomorrow !
Even if you don’t engage, or plan to engage...
Your employees already do.
Baseline for benchmarking
More than 56% of employees surveyed make 20 or more telephone calls per day with more than 55% leaving 3 to 5+ messages/day on voicemail.
19% spends an average of 20 minutes/day and 17% more than 30 minutes/day to find the right information.
About 42% of our employees spend 10 minutes in average lookingfor the right person within their company.
37% of our employees spend an average of 1 hour/daymanaging their inbox.
82% uses email to share documents with colleagues instead of using a shared drive
31% of our employees need 1 hour/day to handle 1 client request.
Results of internal research
Only then the tool....
Social Networking in the enterprise
Ideation Blogs
Communities - one place to rule them all
OverviewBlogs
ForumsWikis
BookmarksFiles
ActivitiesMedia Gallery
FeedsIdeation Blogs
Reduce internal conversation telephone calls and related costReduce Cost of IT Helpdesk by Providing Self-service Access to IT Support Reduce Printing and Distribution Cost Reduce volume of emails attachments
Reduce General and RFP Offers respond cycle time of ProjectsReduce cost of losing employees before end of probation periodImprove Employee Productivity through More Effective Organizational CollaborationIncrease Employee Productivity through Faster Access to Role-specific InformationImprove Email Management Reduce Cost of Manual Data Collection, Consolidation, and ReportingReduce lost time spent leaving voice mails
Hard ROI
Soft ROI
Return on Investment ?
Let’s connect !Twitter: @horationelsonMail: [email protected]