Internal social networks improve communication + collaboration when empowered to do so

I received an email from my friend at CIO Journal just as I boarded a United flight from Mexico City to San Francisco. He was on deadline and the topic was too good to miss. I’ve spent more than a fair amount of time studying and reporting on the social landscape as it pertained to internal engagement, communication and collaboration.

Part 2: The Broken Link of Social Customer Service

Part Two. An edited excerpt of What’s the Future of Business, Changing the Way Businesses Create Experiences

In Part 1 of this series, The First Mile: The Broken Link of Social Media Customer Service, we reviewed the opportunities and challenges that face any business seeking to engage customers in social networks. To become customer-centric requires a culture that supports customer-centricity and an active investment in defining the first mile experience.

The Imminent Shift from Social to Digital Engagement

How do you define engagement?

No matter how you define it, engagement is something that we most likely underestimate. Engagement symbolizes the touches that occur in various moments of truth and this should completely change not only how you engage someone in each moment but also how the inside of your company works with one another to make it frictionless and experiential.

The Dim Light at the End of the Funnel

Over the years, businesses have developed sales, marketing and service strategies around the funnel. Awareness, interest, desire, action, to this day, describes the likely steps a customer may take in making a decision. Over the years, it was assumed that the liner path would also continue through a transaction to a state of loyalty and ultimately advocacy. The process of customer engagement to this day is designed to shepherd people along this delicate path. For at any moment, consumer attention, interest, and resulting action could fall astray without superintendence.

Dr. Shaquille O’Neal Dunks on Investing, Geekery, and Social Media

Yes…that’s me floating above Shaq’s head.

One of the highlights of SXSW Interactive this year was Dr. Shaquille O’Neal (did you know he had a doctorate degree?). He joined me on stage at the Long Center for Performing Arts to a theater packed with adoring fans. Before we took the stage, we spent some time to shoot a special episode of Revolution.

Q&A: Why the Future of Business is Shared Experiences

Jeff Ashcroft (@JeffAshcroft) along with @TheSocialCMO host the popular #MMchat (Marketer Monday) every week at 8 p.m. eastern on Twitter. It’s a rapid fire exchange not only between the organizer and the guest but also everyone following along #MMchat. It certainly makes for exciting dialog in real-time and also later when the full transcript is published. I recently joined them to discuss the future of business and why now is the time to become the hero in your hero’s journey. I’ve recreated our exchange (each in 140 characters or less) for you here…

Can you answer the question everyone is asking? WTF – What is the future of business?

Today’s leading companies are already becoming obsolete. Fortunately or unfortunately, they won’t know until it’s too late. In 10 years, 40% of the Fortune 500 was replaced. Irrelevance is only accelerating. It’s Digital Darwinism out here. #AdaptorDie!

Ignorance is bliss, until it’s not.

Technology…social, mobile, real-time, it’s changing the world. Customers are evolving into something new. They’re more connected, empowered, and demanding.

Can you answer the question everyone is asking?

WTF!?

Will you fall or thrive in this consumer revolution? Believe it or not, you decide

In a post Occupy world, organizations everywhere should contemplate the themes that flooded the undercurrent of one of the greatest consumer uprisings in recent history. Even though some minimize the rise of Occupy as a rebellion without a cause, I believe there’s much to learn from these events to prevent them from happening again…or at least to you.

What’s the Future of Business? WTF

Are Businesses Invading Consumer Privacy By Listening to Social Media Conversations?

Social media represents a new frontier in customer engagement. Not only can companies participate in conversations, a dizzying array of tools now help them listen to conversations as well. This isn’t news though. Everyone understands the importance of social media in business right? We all know that customers are demanding that businesses use social media to listen to ideas, engage them in conversations, and also solve their problems when in need. As I’ve often said, the best listeners often make the most engaging conversationalists.

A Visual History of Book Trailers by Brian Solis

If you follow my work, you’ve probably learned that I’m becoming increasingly fond of web video. As an author, I am fascinated by the different channels and new media opportunities that have been thrust upon the world of book marketing. Over the years, I often considered how to create book-related videos that provided viewers with something beyond a traditional promo or standard author introduction. While important, they weren’t necessarily conducive for social sharing.

ABOUT ME

Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. More so, he humanizes technology’s causal effect to help people see people differently and understand what to do about it. He is an award-winning author and avid keynote speaker who is globally recognized as one of the most prominent thought leaders in digital transformation and innovation.

Brian has authored several best-selling books including What’s the Future of Business (WTF), Engage! and The End of Business as Usual. His blog, BrianSolis.com, is ranked as a leading resource for insights into the future of business, new technology and marketing.

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