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How the Client Experience Defines the New ROI of Social Business - Page 2

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Showing the Way to the 21st Century

One of the many worthwhile examples that demonstrates how this can be done is TELUS, a national telecommunications company based in Vancouver, British Columbia. Dan Pontefract, Chief Envisioner at TELUS, confirmed its employee engagement rates increased from 53 percent to 83 percent and that it correlated this to an improvement in business outcomes — a.k.a. revenue. I know what you're thinking — wow! From 53 percent to 83 percent through applying and embracing social technologies and a new kind of leadership, Open Leadership.

That’s just one example of many of how we can aim higher to strike a balanced, measurable set of outcomes to prove the ROI of Social Business. We need to stop paying for the circus and get down to action. The real action.

So, who wants to jump the shark and move into the 21st century to become a successful Socially Integrated Enterprise? This is your new ROI: start by improving the client experience through the employee experience.

The rest is just a distraction and one that should be avoided. At all costs.

About the Author

Luis Suarez is a chief emergineer and charter member of Change Agents Worldwide and a well seasoned Social / Open Business evangelist and 2.0 practitioner with over 15 years of experience on knowledge management, collaboration, learning, online communities and social networking for business. He has been living, for the last six years, in a corporate world without email, challenging the status quo of how knowledge workers collaborate and share their knowledge by promoting openness, transparency, trust, sustainable growth, engagement, connectedness and overall smart work. He currently blogs over at elsua.net and can be contacted over in Twitter at @elsua, or Google Plus.

 
 
 
 
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