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Experiential Social Media and Business Intimacy

Experiential social media & business intimacyExperiential Social Media and Business Intimacy shows how social media grounded in customer experience holds the key to trust, relationship and profit. When businesses discover, invite, and build trusted relationships with people in digital public, their actions speak loudly to the silent, ten times larger audience that’s observing the process. In addition, “accidents” are the express lane to developing trust and business intimacy.

“Customer experience” directly leads to customer preference and more share of wallet, although most business owners and executives dismiss it as a buzzword. As practiced by CSRA since 2006, experiential social media is a group of practices that deepen intimacy with customers and increase profit. “Social” information is the currency of business intimacy. Here I’ll outline how this enchilada rolls, so you can begin to use experiential to increase customers’ value and your profit.

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The Future of the Retail Store in the Omni-Channel Age

The Future of the Retail Store in the Omni-Channel Age[UPDATED] The Future of the Retail Store in the Omni-Channel Age is third in CSRA’s retail & omni-channel series, and it is especially relevant to Chief Digital Officers, who orchestrate profound organization change using digital technologies and processes. It also offers rare opportunity to high-stakes CMOs. Part1 of The Future of the Retail Store outlines several aspects of market disruption that are affecting retailers as a group, albeit by varying degrees. Part2 features examples of “reimagining retail” for mobile, banking, grocery, hardware and apparel “stores.”

“Future” provides practical examples for the main thesis carried through the series: retailers can thrive by thinking beyond “the product” and its selection, assortment, pricing, etc., because these have a decreasing impact on revenue and profit. Digital social enables customers and retailers to focus on how customers create value with products and services, so when properly used, social is a strong profit driver, and profits are what retailers need to survive and thrive. As examples illustrate, retailers can go with the “showrooming” trend by enabling customers to imagine and […]

Using Social Networks for National & Global Recruiting and Sales: Three-Stage Adoption Model

Using Social Networks for Recruiting and Sales shows how firms can increase quality of recruits and sales leads while cutting costs.

Using Social Networks for Recruiting and Sales: Alumni-Driven Adoption ModelSocial networks can help organizations, whether commercial, nonprofit or government, to significantly improve their efficiency in business processes like recruiting, sales and service. This is what we call “Enterprise Process Innovation” because, by using social networks to create and nurture relationships with alumni, your employees can diminish the time required to accomplish tasks within these processes. It’s well known that most alumni, former employees, move to firms that are related to your business (adjacent in the value chain) or complementary in some way. Yes, some move to competitors, but they are usually in the minority. Social networks, by significantly reducing the cost of having relevant, quality conversations, make robust employee-alumni networks actionable as never before.

All organizations (I’ll use “firm” to denote for profit, government and nonprofit) have business processes that benefit from relevant insight and introductions from other people: insight about the situation of the prospect, where the best sources of new recruits, […]

Realizing Value: The Social Network Life Cycle Model

Life cycle model for social networks provides a blueprint for investment, along with goals, activities and milestones for each stage. A plan of action for creating value from enterprise social networking initiatives. […]

Alumni 2.0: Employer-Employee Realignment

Alumni 2.0 is a key component of transitioning to a new employment paradigm by using online social networks like LinkedIn; this post outlines some of its key concepts […]

How Social Networks Change the Rules of Business Development and Profit

How you can use LinkedIn to maximize the number of clients in your portfolio that map to your firm’s unique selling proposition—boosting profitability […]