social media & the future of quality
TRANSCRIPT
Social Media & The Future of Quality
MNASQ Program MeetingNovember 8, 2011
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Presentation Notes
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Social Media & The Future of Quality
• Key Forces from 2011 Future of Quality Study– Global Responsibility– Consumer Awareness– Globalization– Increasing Rate of Change– Workforce of the Future– Aging Population– 21st Century Quality– Innovation
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Global Responsibility
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Consumer Awareness
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Globalization
• Social networking reached more than 60% of world’s online population– more than 1 billion global users– Not just Facebook
• Global social networking revenues to reach $12.6 billion by 2016– 121% increase– Emerging markets & developed markets
• China’s social networks may be even larger than Facebook
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Globalization
• Much more aware of and in tune with changes happening around the world– Disasters tracked and disseminated more quickly– Japan earthquake: – Mobile phones silenced because of a spike in
demand. Facebook and Twitter became the best link to worried family members
– More than 9000 earthquake-related videos and 7000 tsunami-related videos in the first day
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Increasing Rate of Change
• In less than 3 years social media became the most popular activity on the Web– 7.6% of time online checking email– 23% of time online blogs & social networking– 4 out of 5 active internet users visit social
networks & blogs• Consumerization of IT
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Workforce of the Future
• Mobile• 40% of social media users access social media from
phone– Social networking apps are 2nd most valued phone feature
• More productive– Eliminate Multiple Individual Redundancies– Leverage the work / research done by others– Capture time – redistribute
• Time with family• Betterment of society
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Workforce of the Future
• Increased productivity – 15% to 35% of each day searching for the right
information • 1000 employees = $2.5M per year
– Plus costs of duplicating information that already exists• 1000 employees = $5M per year
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Workforce of the Future
• Pages about Stores• Pages about Customer Service
Issues• Pioneer Stereo geeks in New York connected to
Pioneer Stereo geeks in Nebraska• Pioneer Stereo geeks connected to Sony Stereo
geeks• Stereo novices in Virginia connected to Stereo
geeks in California
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Workforce of the FutureSocial Media Marketing Mission:
To connect customers and employees with the Best Buy brand and each other through the right tools platforms and collaboration delivered when, where and how they want.
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Workforce of the FutureSocial Media Guidelines:• (Essentially don’t be stupid)• Listen• Be findable, think distributed• It’s about people• Enable creation• Make it social• Listen some more
• Be authentic• Be transparent• Keep it simple• Make a commitment
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Aging Population
• Mayo Clinic Center for Social Media– Connecting healthcare professionals, patients and
hospitals – Broader & deeper connections– Just rolled out mobile app
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Aging Population
• Spontaneous Coronary Artery Dissection– Rare disease with high mortality rate– Patients connected online to discuss disease– Persuaded researchers to study disease– The social network "is a catalyst and it allows
us...to gather a critical mass of patients to learn more about this disease," says Sharonne Hayes, a Mayo cardiologist who is leading the project.
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Aging Population
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Aging Population
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21st Century Quality
“We have to strike the right balance between being in touch and being in control. The irony is the more in control we are, the more out of touch we become.” Procter & Gamble CEO Alan George Lafley
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21st Century Quality
• Control impedes innovation• Balance with security & privacy issues• People driven revolution enabled by
technology• Products & services will find us via our social
networks• Need to allow end-user to discover what they
can do with the technology
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Innovation
• Power to the People!• Consumers are driving innovation– If you are listening– If you aren’t listening, someone else might be– If you aren’t listening, consumer might do it
themselves• Mass market >> a mass of niches• Market fragmentation
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Innovation
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Innovation
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Innovation
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Innovation
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Social Media & The Future of Quality
• Number of US & European companies using social media is constant from 2010 to 2011
• But interactivity on social media has increased across all regions– Better sense of how to leverage social media– Dedicated resources to monitor & manage
• Room for improvement– Most still broadcasting and not listening, not
engageing
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Social Media & The Future of Quality
• Social media is a living & breathing thing that touches every aspect of your organization– It is wherever and however your customer
chooses to reach out to you– Customers of today & tomorrow– Employees
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Social Media & The Future of Quality
ENGAGEMENTdb Study:– Ranking of the top 100 global brands– The most valuable brands in the world are
experiencing a direct correlation between top financial performance and deep social media engagement.
– But the currency in social media isn’t $$ but meaningful engagement, participation and value creation.
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Social Media & The Future of Quality
• No choice IF engage in social media, HOW– What problem do you need to solve?– Don’t do it if it doesn’t add value– No one right way to participate in social media– Check in with Stakeholders• Where are they communicating?• What is important to them?• Where do they go for information?• What do you want them to know?
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Social Media & The Future of Quality
• Social media literacy is fast becoming a necessary skill for the workforce of the future.
• Knowing what to share and how to share will be a critical skill for the 2020 workplace. – Business as usual? At your own peril!– You should be compelled to become part of the
conversation– People want to hear from you– Start by listening
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Social Media & The Future of Quality
• Be interesting• Find balance between sharing & privacy• Share your passion• Join the conversation• Ask advice on LinkedIn• Comment on blogs• Reply to Tweets• Share on Facebook
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Social Media & MNASQOur Mission:• Foster personal and professional relationships, connections
and sense of belonging.• Equip our community with the skills, competencies and
knowledge that impact the total customer experience.
Our Vision:To be the community of choice providing professional
development focused on the total customer experience.
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Social Media & MNASQ
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Just for fun!
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Credits / Interesting Reading• HBR Blog - Increase Productivity with Social Media
• IDC Report on The High Prices of NOT Finding Information
• Unisys on the Consumerization of IT - 2011 Unisys-Sponsored Consumerization of IT Research
• B2B Social Media on the Rise
• Nielsen Social Media Report
• How Dell Really Listens to Its Customers
• Global Social Networking Revenue to Double by 2016
• When Patients Band Together
• BursonMarsteller 2011 Global Social Media Checkup
Thank you!
Twitter: @karenmaskellLinkedIn: http://www.linkedin.com/in/karenmaskell