Social Maturity Model by @lithiumtech
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The document outlines a 5 stage social business roadmap. Stage 1 is experimental with listening and response capabilities. Stage 2 makes social media operational. Stage 3 integrates customer lifecycles and business systems. Stage 4 generates real results like revenue uplift and customer loyalty. Stage 5 fully engages customers as part of the extended workforce. Measurement metrics are also listed.
Social Maturity Model by @lithiumtech
- 1. the social business roadmap stage 5 fully engaged stage 4 real results customers are part of the stage 3 extended workforce of the stage 2 operational company stage 1 experimental customer lifecycle integration traditional business system integration social is infused across brand community the entire customer central data and analytics facebook page experience social hub listening twitter response center gamification systems corporate blogs measurement share of voice followers customer engagement revenue uplift competitive differentiation customer sentiment fans organic traffic call deflection share price press mentions likes word of mouth customer loyalty confidential net promoter score
Editor's Notes
- #2: Stage 3: first time we see executive sponsors get involvedBut find that it is not scalable to try to deal with all of the customers 1-on-1