Deliver customer experience with your own “Facebook”
Have you experienced the power of social networking? Do you have a profile at Linkedin, Myspace, Mygenius, Xing, Dating Buzz or Facebook? If so you have probably experienced, first hand the considerable power of this technology.
Much of the new marketing taking place is being done through blogs and the sharing of thoughts on these sites. But have you ever considered the power of utilising the philosophy inherent in social networking in organisational change programs?
We have been presented with a problem “I run a major franchised business and I have 750 people who don’t work for me but who control the customer’s experience of my brand at the customer interface, how do I get them to live the brand and to consistently deliver the experience I have designed?”
Anybody who has run a dealer, branch or franchise network will understand this problem, in many cases the limiting factor is what happens at the touch point with the customer, this crucial space is often not in your control. The people who deliver the experience that your brand is built on are employees of the franchisee. You cannot interfere with their staff.
Our solution to address this is multifaceted but it has a unique component and that is the use of a closed private social networking platform to empower, inform and enable front line staff.(As far as we know a world first.)
This is achieved by creating a community of staff, who are able to interact publicly through blogs, privately via messaging and to engage in problem solving through online clubs, physical meetings and to be instantly informed via newsletters. Staff are empowered with information, they are empowered through alternative networks and support and the system unearths the hidden diamonds amongst them.
We all know how powerful social networks are in the public context. Private social networks are set to make a massive contribution within the business sector.
If you want to find out more how we can implement a solution in your business in under 4 weeks contact me.
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