GM Is Still Writing Its Social CRM
|
|
- Erika Gaines
- 7 years ago
- Views:
Transcription
1 GM Is Still Writing Its Social CRM Success Story By Jim Moloney General Motors continues to evolve its support of the connected consumer through social engagement, expanding its reach in new ways. In the Spring 2011 issue of Customer Relationship Management, I shared some insights on the General Motors social-media customer care program in Digital CRM Proves Its Value. At the time, the organization was moving beyond restructuring and gaining fresh momentum. Two years later, I can proudly report that GM is in good health and is continuing to gain market share around the globe under strong leadership and alignment behind a simple vision: Design, build and sell the world s best vehicles. The anticipated arrival of award-winning vehicles like the Cadillac ATS and ELR, the GMC Sierra and 13 new vehicle launches from Chevrolet in 2013 (including the Silverado and the next generation Corvette) prove that GM is making good on this vision. But it doesn t stop at great products. We are also focused on the allimportant goal of making our customers happy with their complete own- 4 CUSTOMER RELATIONSHIP MANAGEMENT SUMMER 2013
2 LEFT: Jim Moloney, general director of customer assistance and relationship services (CARS), stands alongside advisors in the GM Social Media Command Center. RIGHT: Alicia Boler-Davis, vice president of global quality and U.S. customer experience. ership experience. We ve embraced the concept that purchase loyalty, service retention and our ability to conquest are all directly tied to the customer experience. That s why our company s long-term success is dependent on our ability to deliver a quality customer experience in an increasingly connected world. Customer Experience, Front and Center Central to the organization s renewed success is a redefined passion for creating an unrivaled customer experience for our owners. This notion is more than conceptual, so much so that GM has taken a number of concrete steps resulting from the belief that customer experience is a key driver of improving brand opinion and, ultimately, cultivating strong loyalty and owner retention. The first move was the creation of a new position: vice president of U.S. customer experience. In February 2012, Alicia Boler-Davis assumed this position, fresh off her success as plant manager at Orion Assembly (Chevrolet Sonic and Buick Verano) and Pontiac Stamping. Alicia s responsibilities were further expanded that July when global quality was added to her title, and for good reason. Alicia has a rich background in engineering and process innovation, Our company s longterm success is dependent on our ability to deliver a quality customer experience in an increasingly connected world. and she brings a unique vision for understanding the intrinsic intersection between manufacturing and the voice of the customer. In her own words, Alicia believes the combination of customer experience and product quality allows us to infuse the voice of the customer into the way we design our vehicles so they exceed expectation in initial quality and long-term reliability, while providing industry-leading customer care excellence that creates life-long customers. That s pretty powerful stuff for an industry with a checkered past when it comes to listening to its customer base. But Alicia s appreciation of the interplay between quality and owner experience has been transformational for the organization. In October 2012, under Alicia s direction, GM took this strategy public by releasing a pledge to its customers. The pledge reads: At our core, we are driven by expectations. Yours. Our pledge to you is a relationship that you will value. It is founded on designing and building great vehicles with innovative technologies, while ensuring quality and service you can rely on all to make your ownership experience exceptional. More than words, this pledge has heralded real and meaningful change for GM customers and prospects. This is demonstrated by the fact that GM SUMMER 2013 CUSTOMER RELATIONSHIP MANAGEMENT 5
3 Social-media customer care advisors engage consumers seven days a week from the GM social-media command center. continues to post strong quality results in third party surveys, and there is a reinvigorated enthusiasm among consumers for each of GM s four prominent brands: Chevrolet, Buick, GMC and Cadillac. Alicia s vision has also inspired a number of innovations within my own organization. We have been able to strengthen the notion that the customer comes first by transforming call centers into customer engagement centers, even adding a dedicated infotainment customer engagement center to the fold. Even more significant was the conceptualization and insourcing of the GM social-media customer care program. This included the construction of a social-media command center at our Detroit headquarters. These activities, along with a refocused Locating social-media customer care with brand marketing and communications has had the intended benefit of cultivating collaboration. mindset, have had a profound effect on the entire customer assistance and relationship services organization, and I take great pride in how far we have come. Emphasizing Value Across New Mediums The strategy for the GM social-media customer care program remains simple: Strive to provide value to our customers at every touch point. For the most part, this means discovering and identifying GM customers and prospects that have specific questions or concerns, then routing these opportunities to the appropriate GM socialmedia customer care advisor for engagement. By staying true to this simple approach, social media is a critical avenue for engaging both current and future GM vehicle 6 CUSTOMER RELATIONSHIP MANAGEMENT SUMMER 2013
4 Chevrolet social-media customer care team GM social-media customer care team Buick social-media customer care team owners, and the social-media customer care program continues to demonstrate its unique reach compared with other, more traditional customer care channels. The game plan has remained focused, but the scope and size of the program has continued to grow. It now includes 18 full-time advisors (doubling from nine in 2011) and more than 130 engagement channels spread across a variety of sources. These sources continue to include Facebook, Twitter and many automotive enthusiast forums, and have expanded to include Google+, YouTube and industry-specific blogs. GM social-media customer care advisors are assisting customers and prospects seven days a week, averaging roughly 15 operational hours per day. This adds up to an average of more than 9,000 monthly interactions on both an in-market presale and customer care basis. In 2012, GM socialmedia customer care advisors conducted more than 130,000 interactions, representing a 200 percent growth in overall engagement compared with When it comes to the discovery and classification of engagement opportunities, GM continues to collaborate with Digital Roots (formally 3CSI), GM s engagement dashboard provider. The volume of engagement opportunities has steadily risen since 2011 a 500 percent SUMMER 2013 CUSTOMER RELATIONSHIP MANAGEMENT 7
5 Cadillac social-media customer care team GMC social-media customer care team year-over-year increase. This is driven by an increase in the use of social communities, expanded source coverage, tool improvements and the engagement of a wider range of content. Empowerment Through Dynamic Transformation A number of changes have occurred within the GM social-media customer care program over the last two years, and chief among them has been the insourcing and relocation of the social-media customer care team. Realignment, recruitment and training began in early 2013, and by April the team was operating out of its new home in the GM Renaissance Center, located in downtown Detroit. The GM Social Command Center is a high-energy, state of the art engagement environment that features dozens of wireless workstations, multiple collaboration rooms and HD monitors that display a wide variety of social feeds all housed in a 6,200 square foot working space that overlooks a reinvigorated downtown. The strategy for this transformation was straightforward as well: empower social-media customer care advisors and provide program management with greater control and oversight. At the same time, locating socialmedia customer care advisors with their counterparts in brand marketing and communications has had the intended benefit of cultivating collaboration. It s important for GM to speak to its customers with one voice, and the close bonds that have grown between the teams have helped to ensure unity. social-media customer care advisors continually strive to perfect the craft of social engagement. Each source, whether it s Facebook, Twitter or forums, calls for its own specific tact and tone, and its important that advisors are able to navigate these various channels deftly. So while change is inevitable, the GM social-media customer care program is doing its part to fulfill GM s pledge of an exceptional ownership experience. CRM Jim Moloney, a strong proponent of the power and persuasiveness of social-media engagement, is the general director of customer assistance and relationship services (CARS) at General Motors. Fulfilling the Promise By its very nature, social media is a dynamic, fluid space. The pace of change is expected to accelerate, and it s essential that we are ready for that change. But most importantly, social media is all about people and the relationships they build. Therefore it s imperative that our 8 CUSTOMER RELATIONSHIP MANAGEMENT SUMMER 2013
Canadian Wireless Service Providers Decommissioning of 2G CDMA Network Services OnStar Dealer Q&A Canada Release
Canadian Wireless Service Providers Decommissioning of 2G CDMA Network Services OnStar Dealer Q&A Canada Release External Statement (Intended to guide the development of communications materials for various
More informationMultichannel Customer Listening and Social Media Analytics
( Multichannel Customer Listening and Social Media Analytics KANA Experience Analytics Lite is a multichannel customer listening and social media analytics solution that delivers sentiment, meaning and
More informationACDelco Expands Training Leadership With New Technician Recognition Program
------ News ---------------------------------------------------------------------------------------------------------------- FOR IMMEDIATE RELEASE CONTACT: Kelly Kolhagen 248-425-6681 kelly.kolhagen@mslgroup.com
More informationTop 4 Ways Social Media is Helping to Reshape Marketing
Top 4 Ways Social Media is Helping to Reshape Marketing How implementing social media into your business strategy can position your brand for the better Inside, you ll find information on: The ever-changing
More informationHow To Listen To Social Media
WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous
More informationTraditional Advertising, Please Meet the Digital World
Traditional Advertising, Please Meet the Digital World How Traditional Advertising is Aligning with Digital, Not Fighting Against It Traditional Advertising, Please Meet the Digital World How Traditional
More informationBritepaper. How to grow your business through events 10 easy steps
Britepaper How to grow your business through events 10 easy steps 1 How to grow your business through events 10 easy steps As a small and growing business, hosting events on a regular basis is a great
More informationDriving Profits from Loyalty
Driving Profits from Loyalty Overview 1 P a g e 5 Steps to Driving Profit from Loyalty 1. Customer Portfolio Analysis This is the first step on the road to customer profitability where we can begin to
More informationCommunications strategy refresh. January 2012. 1 c:\documents and settings\mhln.snh\objcache\objects\a654473.doc
Communications strategy refresh January 2012 1 c:\documents and settings\mhln.snh\objcache\objects\a654473.doc Contents 1. Introduction p 3 a. SNH: corporate aims and objectives b. SNH and communications
More informationBeyond the Referral: The Growing Role of Customer Advocates in Technology Marketing
Beyond the Referral: The Growing Role of Customer Advocates in Technology Marketing Barb Pfeiffer Senior Consultant & Chief Channel Expert The Partner Marketing Group Beyond the Referral: The Growing Role
More informationBEST PRACTICES, Social Media. Name of Local Government: City of Port Coquitlam
2012 COMMUNITY EXCELLENCE AWARDS Category Worksheet BEST PRACTICES, Social Media Name of Local Government: City of Port Coquitlam Project Summary Paragraph Please provide a summary of your project, program
More informationBARBARA SEMEDO Strategic Advisor, Communications & Media www.linkedin.com/in/bsemedo basemedo@gmail.com
Proposal LAUNCH NATIONAL COMMUNICATIONS & MARKETING CAMPAIGN Sharing the story & building a strong brand for SAVE Students Against Violence Everywhere Thank you for the opportunity to offer a proposal
More informationJOB SEEKER S GUIDE TO CREATING A 30-60-90-DAY PLAN
JOB SEEKER S GUIDE TO CREATING A 30-60-90-DAY PLAN The first 90 days in a new job typically set the tone for your employment. Three months is the standard grace period for new employees, and how you handle
More informationSocial Media Guidelines & Sample Content
Social Media Guidelines & Sample Content Facebook, Twitter, and LinkedIn are among the most powerful platforms through which you, and the Grads of Life campaign supporters in your community, can exchange
More informationChevrolet, Buick and Cadillac Retail Sales Increases Drive GM s June Share Growth
For Immediate Release: Friday, July 1, 2016 Chevrolet, Buick and Cadillac Retail Sales Increases Drive GM s June Share Growth Chevrolet, Buick and Cadillac June retail sales up 3 percent, 2 percent and
More informationwebinars creating blog posts customer quotes CONTENT MARKETING for MINISTRIES video tutorials lead strategy inform sharing A publication of
creating webinars customer quotes blog posts CONTENT MARKETING for MINISTRIES 1 1 video tutorials lead strategy sharing inform A publication of Content Marketing 101 Whether you ve attended a webinar,
More informationSee where we can take you
See where we can take you We ll show you how to map the future of your business today. take a closer Look Navman Wireless enables you to unlock the potential of your business. We provide the means to first
More informationYou ve Got the Technology Now What?
White Paper You ve Got the Technology Now What? Pre-planning for Social Engagement by COMMfusion LLC & Jamison Consulting May 2012 You ve Got the Technology Now What? 2 Going Beyond the Technology to Deployment
More informationQuick Start Guide. The Bluetooth system uses voice recognition to interpret voice commands to dial phone numbers and name tags.
General Information GM vehicles equipped with a Bluetooth system can use a Bluetooth-capable cell phone with a Hands Free Profile to make and receive phone calls. Not all phones support all functions,
More informationIntegrating Social Media Insights to drive growth
Integrating to drive growth Contents 1 Why social media matters 3 2 Finding insights from social media 8 3 TNS 13 4 Integrating 22 5 Case study: Driving growth by maximising online sales channels 26 6
More information10 ways Professional Service companies can increase their profits through marketing
10 ways Professional Service companies can increase their profits through marketing A Xander Marketing Guide T: 03302232770 E: hello@xandermarketing.com W: www.xandermarketing.com Introduction Traditionally
More informationBRIGHTER FUTURES. Prospects Graduate Recruitment Media Pack
BRIGHTER FUTURES Prospects Graduate Recruitment Media Pack WORK WITH THE EXPERTS Access real data Want to know what graduates do? Our dedicated research team analyse the career paths, behaviours and destinations
More informationInternal audit strategic planning Making internal audit s vision a reality during a period of rapid transformation
2015 State of the Internal Audit Profession Study Internal audit strategic planning Making internal audit s vision a reality during a period of rapid transformation 68% of companies have gone through or
More informationAnalyzing the Impact of Social Media From Twitter to Facebook
Analyzing the Impact of Social Media From Twitter to Facebook Analyzing the Impact of Social Media: From Twitter to Facebook Engaging and monitoring the new world of social media are the big first steps,
More informationWhat Tech Buyers Think TM
What Tech Buyers Think TM Who We Are Tech Buyer Perceptions, a division of the Perceptions Group, is a leader in providing the technology industry with research-based, tech buyer insight and data-driven
More informationExtension of ERP for marketing: internal system + external communication Microsoft AX Dynamics. Prof.dr. Dalia Krikščiūnienė
Extension of ERP for marketing: internal system + external communication Microsoft AX Dynamics Prof.dr. Dalia Krikščiūnienė Microsoft AX Dynamics- marketing module ERP in cloud Industry trends for ERP
More informationRMM has been advising and helping organisations use social media, technologies and platforms since 2006. We re a team of 15 analysts, trainers,
RMM has been advising and helping organisations use social media, technologies and platforms since 2006. We re a team of 15 analysts, trainers, workshop facilitators, project managers, media relations
More informationNotes from March 27 Visioning and Goal-Setting Session: Promotion, Marketing, Communications
Notes from March 27 Visioning and Goal-Setting Session: Promotion, Marketing, Communications Defining the Theme and its Significance Pure MI advertising campaign- national recognition Feature natural resources,
More information2015 UCISA Award for Excellence Entry
Institution Name: University of Leeds Originating Department: IT Contact Name (and email address): John Grannan j.k.grannan@leeds.ac.uk, Sally Bogg, s.l.bogg@leeds.ac.uk Project Title: IT Help Desk Continual
More informationCustomer Experience Management
Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction
More informationDirector, Sales and Marketing
Director, Sales and Marketing Job Description www.icarehealth.co.uk Document Information Owner Department Date last amended Rohan Vendy Managing Director UK 04 September 2014 Position Summary Position
More informationCustomer Testimonial V1.03-1115
Customer Testimonial V1.03-1115 About Plantiflor Plantiflor has been providing high quality horticultural products direct to the customer for many years; growing from strength to strength to become one
More informationSocial Media Implementations
SEM Experience Analytics Social Media Implementations SEM Experience Analytics delivers real sentiment, meaning and trends within social media for many of the world s leading consumer brand companies.
More informationBEST PRACTICE GUIDE. Six Top Tactics for Marketing your Local Business
BEST PRACTICE GUIDE Six Top Tactics for Marketing your Local Business THE SIX TOP TACTICS FOR MARKETING YOUR LOCAL BUSINESS The ability to implement effective marketing is what differentiates thriving
More informationHello, We do MORE. we re MotivAction. And what business doesn t need MORE
Hello, we re MotivAction We do MORE. And what business doesn t need MORE MORE MORE Engaged employees MORE Productive internal and outside sales reps MORE Committed distribution channels MORE Inspiring
More informationThe Role and Responsibilities of the Managing Partner Timothy I. Michel, CPA
The Role and Responsibilities of the Managing Partner Timothy I. Michel, CPA I became the managing partner (MP) in my prior firm after having spent 25 years serving clients as a practice partner. During
More informationBEST PRACTICES, Social Media. Project Summary Paragraph Please provide a summary of your project, program or practice in 150 words or less.
2013 COMMUNITY EXCELLENCE AWARDS Category Worksheet BEST PRACTICES, Social Media Name of Local Government: City of Surrey Project Summary Paragraph Please provide a summary of your project, program or
More informationAcquire with retention in mind.
White Paper A Driver of Long-Term Profitability for Personal Auto Carriers Acquire with retention in mind. Use data and analytics to help identify and attract prospects with the highest potential for long-term
More informationSocial media governance
www.pwchk.com Social media governance Harnessing your social media opportunity Social media allows organisations to engage with people directly, express their corporate personality and gain insight into
More informationSocial Media for Automotive Dealers. A Look at How Social Media Empowers Dealers Through Increased Exposure and Interaction With Consumers.
Social Media for Automotive Dealers A Look at How Social Media Empowers Dealers Through Increased Exposure and Interaction With Consumers. This whitepaper offers a closer look at how social media gives
More informationMonthly Giving Marketing Kit
Monthly Giving Marketing Kit The Secrets to Gaining and Retaining Monthly Donors Part 2 of the Monthly Giving Series Prepared by DonorPerfect and Contributing Author Erica Waasdorp A Direct Solution Welcome
More informationYouth Organization Boosts Site Traffic by 20 Percent with Dynamic New Web Presence
Customer Solution Case Study Youth Organization Boosts Site Traffic by 20 Percent with Dynamic New Web Presence Overview Country or Region: Canada Industry: Nonprofit Customer Profile Boys and Girls Clubs
More informationPlease also find below some more detailed information on questions you may have:
As you might have heard, Chevrolet has decided to end its new car business in Europe. This means that the sale of new Chevrolet vehicles in Western and Eastern Europe will end by the end of 2015. As a
More informationCHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS
CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS 395 7.1 Findings Related to Secondary Data In the initial phase the analysis of secondary indicates that CRM is emerging as a strategic factor
More informationBest Practice breakout session
Best Practice breakout session Collateral Management/General Motors of Canada Presented by: Chris Watson, Managing Director, CM2 Solutions Inc. Mike Macerollo, Account Manager, The Helecopter Group Best
More informationYour PPC. Campaigns Today. HOW TO Transform. Stream s Approach To Improving Your PPC ROI
HOW TO Transform Your PPC Campaigns Today Stream s Approach To Improving Your PPC ROI 255 Great Valley Parkway Suite 150 Malvern, PA 19355 www. HOW TO Transform Your PPC Campaigns Today Stream s Approach
More informationCUSTOMER SERVICE MEETS SOCIAL MEDIA: BEST PRACTICES FOR ENGAGEMENT
CUSTOMER SERVICE MEETS SOCIAL MEDIA: BEST PRACTICES FOR ENGAGEMENT 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All other trademarks
More informationEmbracing Consumer Buzz 1. Measurement Challenges for Marketers
Embracing Consumer Buzz Creates Measurement Challenges for Marketers Insights from auto buyers and travelers illustrate the first step in measuring consumer generated media overview It s a brave new marketing
More informationTHE TOP 10 BEST PRACTICES YOU NEED TO KNOW
THE TOP 10 BEST PRACTICES YOU NEED TO KNOW Registered Representatives of a Broker-Dealer and employees of Registered Investment Advisors are subject to their firm s policies. INTRODUCTION From social media
More informationThe Social Media Manual for the Utility Industry - Guidelines & Best Practices
BEST PRACTICES GUIDELINES The Social Media Manual for the Utility Industry - Guidelines & Best Practices Rachit Chawla, Consultant Solutions, WNS Global Services It happens to be the number 1 activity
More informationREPUTATION MANAGEMENT SURVIVAL GUIDE. A BEGINNER S GUIDE for managing your online reputation to promote your local business.
REPUTATION MANAGEMENT SURVIVAL GUIDE A BEGINNER S GUIDE for managing your online reputation to promote your local business. About Main Street Hub: Main Street Hub is the voice for more local businesses
More informationUniversity of Maine at Presque Isle 2020 Strategic Plan
University of Maine at Presque Isle 2020 Strategic Plan Table of Contents History and Planning Process.3 University Vision, Mission, & Institutional Values......4 Strategic Plan....5 2 History and Planning
More informationPhilips Case Study. Enterprise Social Networking Enables Philips to Extend Knowledge and Accelerate Innovation
Philips Case Study Enterprise Social Networking Enables Philips to Extend Knowledge and Accelerate Innovation 2014 VMware, Inc. Web: socialcast.com Twitter: @socialcast We were driven to connect the organization
More informationPowerful ways to have an impact on employee engagement
Powerful ways to have an impact on employee engagement Powerful ways to have an impact on employee engagement An engaged workforce is a critical component to your company s success. When employees are
More informationDigital Marketing Starter Packages. Why use Search Engine Optimization? Creative Design Photography Video Print Websites
Thank you for considering Iconica as a trusted partner to manage your digital marketing. We are excited to work with you and are committed to balacing your vision with industry best practices to help increase
More informationTop 10 Best Practices for Implementing Your Corporate Travel Program
The Implementation Process is the foundation for a successful travel program. At Egencia, we ve found that by following a series of best practices, companies can set the stage in these first, critical
More informationCommunication Audit Chapel Hill Downtown Partnership
Communication Audit Chapel Hill Downtown Partnership Executive Summary This audit explains how Chapel Hill Downtown Partnership (CHDP) can function as a nonprofit but still be successful in bring together
More informationUncover the Best Ideas
Uncover the Best Ideas Table of Contents: overview 2-4 [INNOVATION] overview 5 picture this 6 roi metrics 7-8 [EMPLOYEE NETWORKS] overview 9 picture this 10 roi metrics 11-12 [CITIZEN RELATIONSHIPS] overview
More informationCapitalizing on The Internet of Things
Capitalizing on The Internet of Things March 2016 Capitalizing on The Internet of Things Table of Contents Executive summary... 2 Transforming from a product business into a service business... 2 The core
More informationYour reputation is important. ONLINE REPUTATION
Your reputation is important. ONLINE REPUTATION M A N A G E M E N T Your reputation is important. Unflattering news, pictures, negative reviews, blog posts, and comments about your person, your business,
More informationCompany Pages and Followers
Company Pages and Followers Relationships That Drive Results 5 steps to engaging followers on LinkedIn linkedin.com.companies 1 Table of contents Intro 03 03 Engage followers 07 01 Establish your presence
More informationSOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014
SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 EXECUTIVE SUMMARY In this digital age, social media has quickly become one of the most important communication channels. The shift to online conversation
More informationINSPIRING THE NEXT GENERATION WORKFORCE THE 2014 MILLENNIAL IMPACT REPORT EXECUTIVE SUMMARY
INSPIRING THE NEXT GENERATION WORKFORCE THE 2014 MILLENNIAL IMPACT REPORT EXECUTIVE SUMMARY ABOUT THE RESEARCH For the 2014 Millennial Impact Report, Achieve gathered information from two different sources:
More informationGE Capital Engaging employees: Using internal communications to drive success
GE Capital Engaging employees: Using internal communications to drive success viewpoint GE Capital Today s workforce is more distributed than ever. It s no longer unusual for organizations to position
More informationPrimer ON THE THREE HORIZON GROWTH PROCESS. Growth: It s Everybody s Business!
Primer ON THE THREE HORIZON GROWTH PROCESS ACCELERATING AND SUSTAINING GROWTH THROUGH RAPID-CYCLE, MEDIUM- AND LONG-TERM BUSINESS BUILDING PROJECTS Growth: We re on our way... and gaining speed Growth
More informationSocial Media Strategy
Social Media Strategy Tonbridge School Social Media Strategy We believe social media is important to the school and its communications. Tonbridge School should share messages about academic excellence,
More informationLast Updated: 08/27/2013. Measuring Social Media for Social Change A Guide for Search for Common Ground
Last Updated: 08/27/2013 Measuring Social Media for Social Change A Guide for Search for Common Ground Table of Contents What is Social Media?... 3 Structure of Paper... 4 Social Media Data... 4 Social
More informationThe Ford Developer Program provides a software development kit, technical support from Ford engineers and a developer community
Jan 7, 2013 Ford Launches App Developer Program Marking New Course for Customer- Driven Innovation and Value Creation Ford launches the automotive industry s first open mobile app developer program enabling
More informationGETTING THE CONTENT MARKETING JOB YOU WANT
GETTING THE CONTENT MARKETING JOB YOU WANT Tips to engage the best (progressive) employers by Michael Kirsten and Mark Sherbin Be Part of a Progressive Business To get the job you love, you ll need to
More informationCX: HARNESSING THE CONSUMER REVOLUTION
CX: HARNESSING THE CONSUMER REVOLUTION This is every executive s worst nightmare. Not only is the customer unhappy and likely never to come back again, but he s telling a few thousand people on Twitter
More informationDemand-Driven Customer Experience Management: Solutions for US Healthcare Payers
White Paper Demand-Driven Customer Experience Management: Solutions for US Healthcare Payers EXECUTIVE SUMMARY Consumer expectations are changing in every industry and healthcare is not immune to these
More informationBackground. Strategic goals and objectives - the 2014/15 plan
IABC Chapter Management Awards Category: Leadership Development Chapter: IABC/Calgary (large chapter) Contact: Jennifer de Vries (Past president; jenndevriesiabc@gmail.com; 403.510.2374) Background IABC/Calgary
More informationcreativity ADAPTABIlITY PASSION www.webcon.co.in
creativity ADAPTABIlITY PASSION www.webcon.co.in TABlE OF contents 01 EXECUTIVE SUMMARY 02 BUSINESS STATEMENT 03 WEB DESIGN 04 SEO SERVICES 05 SOCIAL MEDIA 06 WHY WEBCON TECHNOLOGIES 07 QUALLTY ASSURANCE
More information6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved.
6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 2013 salesforce.com, inc. All rights reserved. > Intro INTRODUCTION The vast majority of people are not experiencing great service. Nearly a third of
More informationOmni-Channel Marketing for Customer Driven Interaction
Omni-Channel Marketing for Customer Driven Interaction 2 Omni-Channel Marketing for Customer-Driven Interaction The Customer Driven Experience With the growing impact of mobile apps and digital touchpoints
More informationcustomer experiences Delivering exceptional Customer Service Excellence
Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation
More informationThe greatness gap: The state of employee disengagement. Achievers 2015 North American workforce survey results
The greatness gap: The state of employee disengagement Achievers 2015 North American workforce survey results Greatness doesn t happen by chance it s the accumulation of daily successes. True greatness
More informationSOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014
SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 Our Understanding The rise of social media has transformed the way citizens engage with their government. Each day, nearly 2 billion people talk about and
More information2008 Bateman Case Study Competition. Project Brief
2008 Bateman Case Study Competition Project Brief WHO IS THE CLIENT? Chevrolet, a division of General Motors, is this year s client for the 2008 Bateman Case Study Campaign. The specific project will be
More informationFYI HIRING. Recruiting Strategies
FYI HIRING Recruiting Strategies Revised: March 2011 Summary: This FYI discusses the steps involved establishing or revitalizing an effective recruiting process. It includes considerations for goal setting,
More informationDoes Your Business Strategy Prioritize Talent Management?
ISSUE ANALYSIS Does Your Business Strategy Prioritize Talent Management? Successful talent management strategy starts with leadership By: Lynn Roger, Chief Talent Officer, BMO Financial Group Executive
More informationDigital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services
Digital Strategy Digital Strategy Digital Innovation Enablement Services 2015 CGI IT UK Ltd. Contents Digital strategy overview Business drivers Anatomy of a solution Digital strategy in practice Delivery
More informationPOLICY MANUAL. Policy No: 30.10 (Rev. 2) Supersedes: Social Media 30.10 (Nov. 16, 2012) Authority: Legislative Operational. Approval: Council CMT
POLICY MANUAL Title: Social Media Policy No: 30.10 (Rev. 2) Supersedes: Social Media 30.10 (Nov. 16, 2012) Authority: Legislative Operational Approval: Council CMT General Manager Effective Date: October
More informationSchool Garden Guide. Starting and sustaining a school garden in Florida. This institution is an equal opportunity provider.
School Garden Guide Starting and sustaining a school garden in Florida This institution is an equal opportunity provider. 1 Getting started Do you want to start a new school garden or revitalize an existing
More informationWhy Your Business Needs a Website: Ten Reasons. Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com
Why Your Business Needs a Website: Ten Reasons Contact Us: 727.542.3592 Info@intensiveonlinemarketers.com Reason 1: Does Your Competition Have a Website? As the owner of a small business, you understand
More informationThe 2016 Business Plan and Budget Process
Recommendation That the Executive Committee recommend to City Council that it: 1. Reaffirm Council s four-year priorities listed in Attachment 1; 2. Approve the proposed performance measures listed in
More informationThe creative recruiting solution for hiring creative people.
Jobvite Hire: Advertising & Marketing The creative recruiting solution for hiring creative people. What s so special about creative people? Everything. Creative candidates don t fit molds. Instead of standard
More informationCommunity Partnerships Strategic Plan
Community Partnerships Strategic Plan Vision The Office of Community Partnerships (OCP), an office in the Chancellor s division of the University of North Carolina Wilmington (UNCW) will become a national
More informationThe Global State of Employee Engagement: A 2014 Study
The Global State of Employee Engagement: A 2014 Study The Global State of Employee Engagement: A 2014 Study In May of 2014, BPI group partnered with research firm BVA to survey the state of employee engagement
More informationChris Bell. Customer Experience Coach. www.customerexperiences.co.nz
Chris Bell Customer Experience Coach Developing Your Unique Customer Experience Introduction As more and more business leaders start to understand what a customer experience strategy is all about and more
More informationTalent & Organization. Change Management. Driving successful change and creating a more agile organization
Talent & Organization Change Management Driving successful change and creating a more agile organization 2 Organizations in both the private and public sectors face unprecedented challenges in today s
More informationDigital Marketing Capabilities
Digital Marketing Capabilities Version : 1.0 Date : 17-Apr-2015 Company Framework Focus on ROI 2 Introduction SPACECOS is a leading IT services and marketing solutions provider. We provide the winning
More informationA 3 Step Strategy for Delivering Exceptional Dining Experiences
A 3 Step Strategy for Delivering Exceptional Dining Experiences Stop reading reports, start delivering great experiences An Empathica Whitepaper www.empathica.com Restaurants rise and fall based on the
More informationstarting your website project
starting your website project Here are three comprehensive posts from our blog, refined and updated through feedback from our clients. Together, they cover the essentials of building a successful website.
More informationSocial Media and how Parks can benefit from it
Social Media and how Parks can benefit from it David Lakins info@keymultimedia.co.uk www.keymultimedia.co.uk/seminars Follow me: twitter.com/davidlakins About Key Multimedia Founded in 2007 Based in Poundbury,
More informationThe Missing Link: Driving Business Results Through Pay-for-Performance. For Small & Midsized Businesses. Copyright 2007 SuccessFactors, Inc.
The Missing Link: Driving Business Results Through Pay-for-Performance. For Small & Midsized Businesses Copyright 2007 SuccessFactors, Inc. I. Introduction More successful small and mid-sized companies
More informationArmchair Quarterbacking in Sales Organizations
Armchair Quarterbacking in Sales Organizations A fresh look at optimizing the sales force Michael T. Spellecy, Corporate Vice President and Managing Consultant, Maritz 2012 Maritz All rights reserved Abstract
More informationThe 6 Step Customer Advocate Marketing Handbook
The 6 Step Customer Advocate Marketing Handbook How to Motivate and Scale Advocates to Grow Your Business I THIS BRAND How to Motivate and Scale Advocates to Grow Your Business Intro: Part 1: Why Powering
More informationSocial Media Specialized Studies
Business and Management Social Media Specialized Studies Accelerate Your Career extension.uci.edu/sm University of California, Irvine Extension s professional certificate and specialized studies programs
More information