Through stories, hands-on small group exercises, and high-energy, thought provoking discussions, you and your organization will learn how to integrate social business approaches into high value functions like customer service, leadership, sales, customer acquisition and loyalty, brand experience, market and competitive intelligence, talent acquisition and development.
Attend and you’ll gain insight into such areas as:
Sign up through Beeline and you’ll get a $200 discount off the conference rate of $1995 (or less if you’re a Conference Board member). To take advantage of this offer, simply reference code “CB1″ here or by citing it when you call Customer Service at 212.399.0345.
]]>Through stories, hands-on small group exercises, and high-energy, thought provoking discussions, you and your organization will learn how to integrate social business approaches into high value functions like customer service, leadership, sales, customer acquisition and loyalty, brand experience, market and competitive intelligence, talent acquisition and development.
Attend and you’ll gain insight into such areas as:
Sign up through Beeline and you’ll get a $200 discount off the conference rate of $1995 (or less if you’re a Conference Board member). To take advantage of this offer, simply reference code “CB1″ here or by citing it when you call Customer Service at 212.399.0345.
]]>SERVICE OFFERINGS
Social media monitoring and engagement are becoming “musts” for companies today. To gain market insights. To protect corporate reputation. To extend the customer service function. To understand how corporate programs and products are being viewed in the market.
But navigating the complexities involved to realize the benefits and minimize the risks is challenging.
Our client experience and corporate best practice research has found that many companies are struggling with pragmatic issues like:
o How do you create a successful strategy?
o Which business functions can benefit most from social media?
o How to develop a business case to secure funding for talent, training and technology?
o What guidelines and governance should be established?
o Who should own the function?
o How do you apply insights and measure success?
o How to move from passive listening to active participation?
o What skills are required and how do we train our people?
o How do you scale and operationalize for business units and functions across the company?
* * *
To help companies get the greatest value possible from social media monitoring, measurement and engagement, Beeline Labs offer these services customized to meet the specific needs of your company and staff:
1. SOCIAL MEDIA POLICY & GUIDELINES
All companies today need employee social media policies and guidelines. Online legal experts warn that companies without such guidelines are at risk as so many employees are actively involved in social media. We work with you to develop guidelines that build off of best practices, integrate with your corporate culture, vision and values, are clear and helpful to employees, include essential disclaimers/legal information, and support your Legal Department’s needs. Here are some highlights on the most common elements in corporations’ social media guidelines.
2. EMPLOYEE TRAINING
We provide training programs for corporate communications, marketing, customer service/support, sales, HR, and employees in general. The goal: help your employees learn how to successfully monitor and participate in social media in ways that advance the company goals and their professional development. Programs, conducted in-person and in Webinar formats, include instructional handbooks, hands-on learning and writing, and essential checklists.
Our most popular program is “Upping Your Social Communications IQ: 10 Essential Skills for Business Communications in a Social Media Age,” which includes modules on:
1. Social communications etiquette
2. Writing blog posts:
3. Adding comments on blogs and microblogging sites like Twitter
4. Responding to incorrect or negative comments
5. Creating communities and forums
6. Participating in communities and forums
7. Developing videos
8. “Social mediafying” PR and marketing campaigns
9. Analyzing social media conversations
10. Essential checklists
3. TECHNOLOGY/RESOURCE EVALUATION & RECOMMENDATIONS
The available tools and technologies for social media monitoring and engagement are overwhelming. What’s working for one company might not work for your company as business goals, corporate culture and social media “readiness” vary so much. As an independent consulting firm with deep knowledge of the tools, we:
* Develop a social media monitoring RFP process, including writing the RFP, pinpointing the right vendors to be considered based on your objectives and opportunity areas, and analyzing vendors
* Provide recommendations on social media monitoring and measurement tools and technologies
* Advise on pricing, pilot models, and how to get internal buy-in and adoption.
4. BUSINESS CASE ANALYSIS: RESOURCE NEEDS, EXPECTED ROI
To gain the benefits of social media monitoring and engagement companies have to allocate staff resources to manage and participate in the process. Based on your business goals, we analyze relevant social media conversations over a period of time, determine how many would be valuable for the company to be involved with, estimate the time involved in a typical conversation, (customer service conversations are the most involved), and develop a business case analysis with estimate resource investments and the accompanying value to the business objective.
5. SOCIAL MEDIA MONITORING/ENGAGEMENT IMPLEMENTATION SERVICES
* Pilot planning and rollout: we create the detailed implementation roadmap plan to pilot and roll out monitoring and engagement programs, establishing business goals, setting up systems customized to your goals, creating measurement metrics, training your staff, and conducting pilot evaluations and where and how to scale (or not.) For many clients we also work as part of your team during the pilot process to be there to handle hiccups, answer questions, and provide real time guidance.
* Operationalizing and scaling: large organizations need processes to operationalize engagement so that there’s a consistency in tone, message, and response time from function to function, division to division, country to country. (While leaving room for your people to tap into their own genuine style of communicating.) We develop the processes to enable you to scale your reach and engagement, building in efficiencies, coordination, sharing of “what works,” and real-time help and problem resolution.
* Social Media “Help Desk” Community: Even with the best training, people have many, many questions and need help when they actually dig in and start engaging in social media conversations. That’s why we offer a Social Media Help Community where your people can go to ask questions, get answers and share what’s working.
6. ENGAGEMENT ANALYSIS
To measure and plan, we help clients analyze their engagement outreach: company vs. competitor outreach analysis, influence and viral network effect of outreach categorized by blogger/Tweeter, by topics, by function, by message, by geography, by campaign.
]]>With these incisive and concise papers we hope to help you better understand the forces at work and the steps that need to be taken to ensure that you’re well-protected from threats and well-positioned to profit from this new media and marketing landscape.
]]>With these incisive and concise papers we hope to help you better understand the forces at work and the steps that need to be taken to ensure that you’re well-protected from threats and well-positioned to profit from this new media and marketing landscape.
]]>With these incisive and concise papers we hope to help you better understand the forces at work and the steps that need to be taken to ensure that you’re well-protected from threats and well-positioned to profit from this new media and marketing landscape.
]]>With these incisive and concise papers we hope to help you better understand the forces at work and the steps that need to be taken to ensure that you’re well-protected from threats and well-positioned to profit from this new media and marketing landscape.
]]>With these incisive and concise papers we hope to help you better understand the forces at work and the steps that need to be taken to ensure that you’re well-protected from threats and well-positioned to profit from this new media and marketing landscape.
]]>With these incisive and concise papers we hope to help you better understand the forces at work and the steps that need to be taken to ensure that you’re well-protected from threats and well-positioned to profit from this new media and marketing landscape.
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