A few days before the hectic 2012 SXSW storm (my analysis here), The Dachis Group hosted the Social Business Summit (catch one in your city) with some of the world’s top brands to discuss social business. Kicking off the day, I shared Altimeter’s research on how advanced companies are scaling their programs –and avoiding programs that will slow them down. A few key points we iterated:
- Being prepared in advanced with: the proper policies, teams, roles, and education programs. These are the foundation needed to build a Center of Excellence.
- Advanced corporations have enabled their business units to deploy social –once they’ve provided the right training, process, then technology (in that order)
- Savvy companies are developing a social support triage process, rather than arbitrarily responding to customers, as it can teach the crowd bad behaviors
Enjoy the embedded video below, as well as access the full research report on the Social Business Hierarchy of Needs.
Also, if you’ve not heard about the Dachis Group, they’re a management consultant, software, listening, and digital design quasi-hybrid solution provider that’s rolling out interesting programs for large brands. Ping Jeff Dachis to find out more, or interact with him here in the comments, as he’s a reader and commenter.