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In most of the visits I do with companies on social, the big question I get asked is what is the benefit of becoming a social business?
All of these benefits are possible, but unlikely until the organization learns how to embrace change at the top. That starts the ball rolling. Why? In most companies, the money and support for large-scale change is controlled by the C-Suite. This is a culture change, not just a technology change, and as such still requires buy-in from organizational leaders.
Some firms find a way to grow social presence organically and can make the business case to management by presenting results from an existing program. This is the exception.
Even when this does happen, the direction to change strategy and tactics for an organization still comes from the top and flows down through the organization. Since many firms out there still use a command and control management style, it takes buy-in from senior management to lead a sweeping change through the many departments and programs that social business effects.
Trying to change a large organization from the middle most often leads to a failed change. That failure leads to the popular slogan of change resistors “we tried that once and it didn’t work.”
Executive buy-in is only the beginning though. Cultural change is required of the firm's people. It can be argued that senior leadership's decision to adopt social business is itself a culture change; however the middle managers and their staff also have significant changes to make - both personal and professional.
While I agree with the substance of what Sandy Carter says, being aware of the size of the job is important for an organization to make sound decisions. Start small and begin the planning for further expansion after your approach is validated.
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Is India even a country? It’s not an outlandish question. “India is merely a geographical expression,” Winston Churchill said in exasperation. “It is no more a single country than the Equator.”
The history and culture(s) of India seem to escape understanding by Westerners. This was also true of China and Japan for many years.
Expecting the same path and culture as the US and European nations may cause unnecessary conflict.
To successfully complete a change journey, you must figure out where you are starting from, where you want to go, who and what need to change.
Read this cultural history as a start. I'm curious if Indians agree with the content.
Former Microsoft executive Kurt DelBene will take over as the top official overseeing the rescue effort for the troubled HealthCare.gov online insurance marketplace.
Can Pope Francis's popularity get more bodies in the pews? Nia-Malika Henderson talks with Sr. Simone Campbell and John L. Allen Jr. of National Catholic Reporter discuss.
Interesting report on the leadership of the new Pope. Just in time for Christmas from Washington Post's PostTV.
Internet Retailer - Technology/Performance Management - How the Top 50 retailers’ web sites performed over Thanksgiving weekend
It seems that digital transformation turned into shopping disruption at the start of the Holiday shopping season.
Why do slow load times matter? 40% of consumers abandon the site after waiting 3 seconds.
The number of tracking tools used on web sites can significantly slow page performance. Add to that delays caused by the tools used by users to kill scripts and block ads and cookies.
To add insult to injury, US web access times are far slower than in some other countries.
It may feel faster to drive to the mall and shop.
U.S. District Judge Richard Leon said the bulk collection of metadata -- phone records of the time and numbers called without any disclosure of content -- was an apparent violation of privacy rights.
Expect more to come
You may tell your airline if you prefer an aisle seat to a window seat or if you'd rather have chicken than pasta. Lately, though, airlines have a way of knowing your preferences, even when you don't tell them. The culprit? Social media, of course.
Nice to hear that some airlines use social media to serve their customers better.
BEIJING — China on Saturday successfully carried out the world's first soft landing of a space probe on the moon in nearly four decades,...
Now there are 3 superpowers with viable space programs. India will likely be next.
Google removes an undocumented App Ops control panel from its latest release, Android 4.4.2, that had let users choose which app permissions to enable.
Google still suffers from a lack of trust over privacy. Their explanation of why they pulled the app is plausible. An interface that lets everyone change permissions on their Android could cause more problems than it solves. The company's problem lies in their relationship with the public.
Easily-collectable data may not be the most important.
Managers need to get their heads out of their silo.
Throughout this series, I have frequently suggested that one of the main obstacles to more efficient business communication is our own behaviour. If we are to get the best out of the next generatio...
New communications channels are a great time to change behavior. Focus on changing the behavior of your people instead of on the technology.
People make projects a success or a failure.
The final version of the FFIEC’s guidance on social media use clarifies how banks should assess consumer and third-party risks. But suggested controls for
Expect governance requirements to increase as social continues its move into the mainstream.
The FFIEC speaks specifically to the financial services / banking industry. Many of these guidelines reflect good practices to start integrating now.
Doing the minimum required by law is compliance, not innovation.
Why CMOs can't ignore social media governance
Social media has become an intrinsic part of our brand and corporate lives. Yet the number of organisations lacking governance strategies around these highly interactive and dynamic channels is alarming.
Imagine if your Finance department were run like your social media. You'd have assets strewn all over the organization doing heaven only knows what. How smart is that?
India’s rising economy and burgeoning middle class have earned it a place alongside China as one of the world’s indispensable emerging markets. But what is India’s true potential? And what can be done to unlock it?
India is a great example of VUCA opportunity and risk. Americans should make the effort to learn more about India's culture, traditions, and people.
Change there directly affects World markets, jobs and your future.
Traditional power structures are changing. Emerging markets are innovation hotbeds by nature.
Get ahead of the curve. We are all doing business together I a global economy now.
Seek opportunity in risk. Prepare for disruption.
I learned many valuable lessons introducing culture, business and technology change across the US, EU, Asia; negotiating with multinationals while working on Wall St. Disruption is the new normal. Embrace it.
The IRS issued its annual list of top tax scams that taxpayers and practitioners should watch out for.
Digital transformation is taking a toll on taxpayers and preparers. The top 2 frauds result from our changeover to digital lifestyles.
Two of McKinsey’s India directors examine the success of companies seeking to expand internationally and recommend how to turn domestic strength into a global presence.
India, like any global power aspires to expand their presence. Learn what's working and what to expect.
Facebook will begin selling video advertisements later this week, a move that may help the social-networking giant capture a share of the annual $66.4 billion TV advertising market.
Video ads that play automatically in users’ news feeds may slow the US Web even further. I’m glad to hear the sound is turned off.
Expect similar tactics by FB wannabes that slow things down even more.
Shareholder returns trump customer experience.
Changing consumer behavior isn’t easy. Adopting tactics employed by other consumer-facing industries may help utilities convince residential customers to save more energy. A McKinsey & Company article.
Contrary to our mythology, better technology does not itself transform business.
Technologists often overlook behavior change. It's the soft topic that turns out to be very hard.
If people don't change their behavior, they don't see the expected benefits. It's obviously a bad product!
Sales do not live up to stakeholder expectations. The product is a flop.
Many studies show that people's failure to adopt new behaviors cause projects to fail.
Hackers are regularly stealing code-signing certificates from developers, according to Microsoft. Why it matters to you.
Why do I care about fake digital certificates?
Your stupid computer trusts fake certificates. It doesn’t know any better. Think about explaining trust to your 5 year old.
Now imagine your kid also walks around with all of your secrets in their pocket. They give your secrets to anyone they think is trustworthy.
Knowing your secrets allows bad people to do things you don't want. Worse, you may not know something bad happened.
Failure to understand the plumbing of the big shiny utopian community that is the Internet will ruin your day.
Here's a quick guide to why this story is a big deal.
More people than ever are dissatisfied with the products and services they buy, a study says. Given the fact that most complainants are not satisfied, corporate America is spending billions of dollars on customer care programs that are actually losing them customers,"
Customer expectations have risen. There is an increasing amount in choices for consumers. Our willingness to yell, curse and switch providers is at an all-time high.
Happy customers tell 10 – 16 others how great you are. Unhappy customers tell an average of 28 about how bad your service is.
Yet, Customer Service programs are failing in their execution.
To keep costs down, companies switch to online services. Yes, they're cheaper. Most of the time the experience leaves consumers more frustrated.
Customers take heart. Every of one these companies have competitors that are willing to help. It’s a small wonder that customer churn is so high.
Here’s more about customer satisfaction from Accenture.
Global Consumer Pulse Research 2013 – Accenture Sales and Customer Services (CRM)
Accenture’s Global Consumer Pulse Research 2013 – After years of playing not to lose against the uncertainty and volatility of the global recession, companies are struggling to regain their momentum.
Many consumer-facing companies need a new strategy to inspire loyalty. Competitors woo Consumers 24 x 7. They are telling stories that convince customers to switch.
The old model of playing it safe in a bad economy is failing. Need proof? Look at the amount of customer churn.
There is no loyalty. Customers are seeking out your competitor’s pitches. Customers are always seeking. (http://www.accenture.com/Microsites/nonstop-customer-experience-model/Pages/home.aspx)
They have more power to initiate change than ever before. The marketplace is global.
It’s not just customers. Odds are your people are still thinking it is good enough to come to work, do their job and go home. There’s no loyalty there either.
If consumers and employees think your competitors' product / service / job will satisfy their needs just as well, they will switch.
Many companies have a hard time realizing customers and employees are just looking to fulfill their needs. They're not in a monogamous relationship with you anymore.
There's always a better deal. Perception is reality.
Dan Gillmor: AT&T's 'Austin offer' gives customers two options: higher price, more privacy. Or lower price, but your online movements tracked
Privacy for sale. A little competition can go a long way. About time too! Anticompetitive forces have contributed to:
1. Slower Internet speeds in the US than many other less developed countries. See the top 5 countries rated by Internet speeds. The US is not on the list.
2. US telecommunications have already received large subsidies from the US government.
3. Lack of competition, in a free market economy, prevents innovation in the US. See the related stories for more.
Why Comcast and other cable ISPs aren’t selling you gigabit Internet
Top 5 Countries with the fastest internet speeds in the world The US ranks 11th. Last year we were #14.
How Big Telecom Increases Our Digital Divide
Susan Crawford on Why U.S. Internet Access is Slow, Costly and Unfair
AT&T’s gigabit service is $70 if you let it spy on your searches
THE NEW DIGITAL DIVIDE
An alternative view on where the US stands on Broadband:
The Whole Picture: Where America’s Broadband Networks Really Stand
I would like to see less discussion/marketing about the technology itself and more focus on how new tools and processes can help people and their organizations succeed. Companies should not be focusing on social, mobile, cloud and big data.
It's not the technology. It's about people getting their jobs done and delighting their customers.
Thanks to a team of merry WestJetters and the power of technology, we've learned that miracles really do happen. See how we did it, and learn how you could w...
WestJet used the powers of Santa Claus and social media to make an impression on some passengers.
It’s likely they got the attention of everyone in a busy terminal.
WestJet and their corporate partners, featured in the video, may learn it's still better to give than to receive. Give back for Christmas.
The misuse of metrics can lead to organizations down the wrong paths and stymie their ability to grow and prosper.
Metrics can be misleading. Worse, they can demotivate. Choose wisely.
As the Federal Communications Commission voted to take comments on allowing cellphone use in flight, the Transportation Department said it was considering a ban.
The DOT is considering limitations on in-flight cell phone calls.
Complaints quickly arrived due to people's horror at the thought of being crammed into a seat next to someone gabbing on their phone for the entire flight.
Culture overcomes technology.