How Social Technologies Have Disrupted Organizations [CDO Guide to Social Business Preview]

How Social Technologies Have Disrupted Organizations is a quick overview of the business and social environment around commercial, government and nonprofit organizations that sets the context for using social business for digital transformation.

How Social Technologies Have Disrupted Organizations [CDO Guide to Social Business Preview][UPDATED] Social technologies are quickly changing the context around why people buy products and services. Leaders of organizations in business, government and nonprofit sectors harbor a false assumption that is becoming lethal in the digital social age: they assume that products and services have inherent value to customers and constituents. In fact, products and services represent costs to customers and revenue to producers and service providers.

Customers must use products or services to create outcomes that are personally or professionally meaningful. The use of the product or service is where the customer or constituent produces value. This is why they buy. “So what,” you might be thinking. In this post I’ll show how digital social technologies are weakening mediocre products and services and how organizations can use social business to strengthen their offerings. Read a more in-depth treatment in Personal […]

Ecommerce Omni-channel Competency Center at the Chief Digital Office

The Ecommerce Omni-channel Competency Center at the Chief Digital Office helps digital executives use websites to transform their firm’s relationships with people. It features reports, thought leadership, presentations and other assets that focus on envisioning, planning and pursuing commercial web initiatives that engage people in new ways, innovate new offerings, and create new revenue streams. The Chief Digital Office has competency centers in social business, mobile, big data and ecommerce.

Point of View

Ecommerce is a boat that has been navigating a river since the 1990s, but now it has now reached the ocean, so the crew has to relearn sailing. The online world has completely changed, and chief digital officers need to respond before their firms and brands lose relevance and competitiveness.

“Ecommerce” is the standard for online presence and sales, but the world has transformed around it, and most sites need rebuilding—or at least gut rahabs. Ecommerce is mature and legacy, so it has special challenges and opportunities as a competency in the Chief Digital Office. Depending on the organization, digital/marketing executives are probably managing many technologies, vendors and services that are key to the functioning of the firm’s website(s). This makes change more challenging, but the […]

Mobile Transformation Roadmap [CDO Guide to Mobile Part3]

Chief Digital Office Guide to Transforming with Mobile

The Mobile Competency Center’s mobile transformation roadmap assumes “average” stakeholder (“user”) mobile adoption and enterprise competency, but its premise is that all organizations can use mobile to transform their relationships with stakeholders. This matters because most firms have weak customer relationships, which consist of mass communications, impersonal sales transactions and cost-minimized service processes. Done right, mobile offers visionary Chief Digital Officers a rare chance to increase their relevance to customers—and boost competitiveness.

This roadmap is necessarily a broad guideline because each organization’s optimal path of initiatives and milestones will depend on numerous variables. The sequence and priority of each part of mobile transformation will depend on the mobile adoption of highest priority stakeholders, how the firm wants to connect with them and the firm’s mobile resources and expertise. Knowing these variables will enable the CDO to sequence the roadmap.

Mobile Transformation Roadmap is Part3 of The CDO Guide to Mobile for Digital Transformation.

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Personal Individualized Experience: the DNA of Digital Transformation

Personal Individualized Experience: The DNA of Digital TransformationPersonal Individualized Experience is the DNA of digital transformation. It refers to using an optimal mix of people and digital technologies to provide personal interactions at scale, so it’s central to the mission of chief digital officers and CEOs and boards who hire them. Prior to digital and social technologies, organizations faced a trade-off between “personal” and “efficient” interactions with their stakeholders (customers, clients, employees, partners, regulators… hereafter “users”). Now this is no longer true; they can provide personal interactions at scale, once they learn how and where to interact efficiently and authentically.

Used well, digital and social technologies retain an authentic human element while digitizing key aspects of relating to people. Therefore, organizations/firms/brands (hereafter “firms”) can now provide the Personal Individualized Experience (PIE). This post explains the three components of PIE and shows how firms can use them to build and maintain authentic and profitable relationships with users.

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Herd the Cats [Social Business Team Building]

Herd the Cats [Social Business Team Building] Case4[UPDATED] Herd the Cats is usually initiated by the CMO/CDO (Chief Digital Officer) or other enterprise practice or brand executive who discovers that various business units or brands in the organization have diverse social media presences without much apparent direction or business results. S/He wants to use strategy to provide a keel that resonates with corporate strategy, addressing issues as diverse as corporate citizenship, community, health or policy.

In 2013, digital marketing and firm executives are thinking about building their internal teams to provide more continuity and scale, so the champion often wants to create a social business “center of excellence” to serve several businesses or brands, leveraging enterprise resources to improve social business performance and contributions.

Herd the cats is the fourth of the five-part social business team building series The series describes team building in the context of various scenarios in which firms build social business capability, step by step, while investing wisely. Social Business Strategy Use Cases outlines and compares all five use cases while Social Business Team Building gives general guidance for how […]

Noodle X: Anonymity, Marketing and Predicting the Future

Anonymity, Marketing and Predicting the Future shows that, although each culture has its own concepts of “anonymity” and “marketing,” anonymity will prove to have been a temporary phenomenon in most human cultures because communications technologies are counteracting it. Moreover, based on my studies of and experience with sociology, evolutionary psychology and technology, I observe that 20th century marketing is grounded in anonymity, so we can predict the future of marketing by exploring anonymity and its relationship to marketing.

In brief, marketing’s influence is most poignant when anonymity is high and the marketing “target” is ignorant of the product/service and how to use it. In this scenario, the target is most open marketing’s influence. Read on to learn how marketing is related to anonymity, where anonymity is going and how marketing can transform to strengthen its influence.

Marketing organizations that do not transform will be sidelined because anonymity is dissipating fast.

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Catch Social Media Leaders [Social Business Team Building]

Catch Social Media Leaders [Social Business Team Building] case3[UPDATED] Catch Social Media Leaders applies to organizations with very conservative cultures—banks, insurers, healthcare, governments, B2B firms, and professional services to name a few—that have sat on the sidelines and now feel nervous because they are so far behind. In 2013, digital marketing and firm executives are thinking about building their internal teams to provide more continuity and scale, so here I’ll show how firms can use strategy and best practices to outperform rivals across the social business life cycle.

Catch Social Media Leaders is the third of the five-part social business team building series The series describes team building in the context of various scenarios in which firms build social business capability, step by step, while investing wisely. Social Business Strategy Use Cases outlines and compares all five use cases while Social Business Team Building gives general guidance for how to create social business teams as well as recommendations for what characteristics leaders have, so I recommend reading them, too.

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Fix Fire Drill [Social Business Team Building]

Fire Drill [Social Business Team Building] Case2[Updated] The (social business) fire drill is sparked by an external or internal event that suddenly creates a sense of urgency and elevates management’s interest in social business/social media. They often respond in crisis mode and end up wasting considerable resources because they spend more than they need, they stay away from using social technologies to relate to stakeholders (they’ve been burned), and they hire a team that cannot produce maximum social business results because it is reactive and fearful rather than proactive and confident.

Fix Fire Drill is the second of the five-part social business team building series The series describes team building in the context of various scenarios in which firms build social business capability, step by step, while investing wisely. Social Business Strategy Use Cases outlines and compares all five use cases while Social Business Team Building gives general guidance for how to create social business teams as well as recommendations for what characteristics leaders have, so I recommend reading them, too.

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Agency Report: Advisory & Services Firm Social Business Adoption 2012

Agency Report: Advisory & Services Firm Social Business Adoption 2012[UPDATED] Marketing, advertising and public relations (MAP) agencies have comprised the largest share of the “social” advisory and execution firms for many years. Most of the other advisory firms are relative late entrants, with the exception of some Analyst and Enterprise I.T. firms. Communication forms the core of social technologies, and MAP agencies have been pivotal in leading the growth of social media activity in their clients, many of the largest brands in the world.

However, this research survey argues that, although social media will remain an important portion of the total economic value produced by using social technologies, it will devolve into a minority portion. Collaboration and pervasive innovation will be the majority, which will require enterprise business process transformation. MAP agencies lack competencies in management consulting and enterprise transformation, so they are in an ambiguous situation, being the leaders in social media, a shrinking market in the medium to long term. This report shows how agencies can navigate these rapids and how their clients might best partner with them for […]

Strategy Report: Advisory & Services Firm Social Business Adoption

Strategy Report: Advisory & Services Firm Social Business Adoption 2012[UPDATED] Strategy firms are the most trusted names sought by CEOs and boards of directors who are reevaluating their companies’ identities, strategies and operations. Strategy firms have been making measured investments in social business over the last few years. Their knowledge of enterprise transformation is deep and broad, and they all have proprietary methodologies for most aspects of the strategy and transformation life cycle. They have deep and broad expertise in market analysis, competitive analysis corporate core competency analysis and virtually all aspects of operations. Many firms have large business transformation practices that explicitly guide clients through profound redefinition and change.

Strategy firms have extensive core competencies that could enable them to offer social business strategy services. In addition, Strategy firms are significant producers of thought leadership relevant to corporate and business strategy as well as operations. Most firms field high quality management journals whose papers are written by their consultants. Many have research boutiques or even full-fledged businesses for research and thought leadership. However, they are challenged by very conservative cultures […]