If I had one wish for 2013 (apart from world peace) it would be that consultants stop advising clients to do social media and instead advise them how to do business – with social media.
Social business has been “trending” this year and will even be a hotter topic in 2013. Lead by giant brands like IBM, the social culture that forms the foundation of a successful social business is at the heart of any good business, regardless of size.
Big or small, “social” fits all!
A social culture is a web that connects all parts of the business.
Dave Gray, author of The Connected Company(affiliate link), describes a “connected” company as one that is built around the customer as opposed to around functional efficiencies.
The object of a social business is to optimize around creating better customer experiences across all the different touch points: product itself, marketing, service, sales. It’s about listening first, creating insights with data, acting upon those insights and inviting the customer “into the fold” to figure out the future. – Maria Ogneva
One of the chief advantages that a social business has is “nimbleness”.
Because it connects directly with its clients, it can react to changes much quicker than a company that is inward looking and reacts only when the panic button is pressed.
To navigate through these torrents of social data, a company needs to nurture an internal culture of collaboration and innovation. It has to encourage “intraprenurship”.
Although by no means a small company, we can look at Google of an example of this.
Google+ was designed from its inception as a foundational, unifying layer that makes these (YouTube, Gmail, Drive etc.) already great services even greater. So Google+ is different. It’s not only an innovative new social network, it is also the identity, relationship and interest system for Google.
People feel more empowered if they know where they’re going and why they’re going there.
We can’t take for granted that everyone is as up to speed with social media platforms and applications. Many don’t understand the “why” let alone the “how”.
A lot of resistance comes from staff who are intimidated and overwhelmed by social media.
So as Julie Andrews sings: “Let’s start at the very beginning. It’s a very good place to start…” Place social media inside the context of the whole social culture that the company wishes to adopt. Then explain the steps needed to get there starting with social media 101.
2. Empower visionaries.
People won’t stick their neck out if they’re afraid of having their head cut off!
Support, coach and protect PWI’s (people with ideas).
3. Come out of the cubicle.
There are few phrases that I detested more in my years in management than: “It’s not my job!”
This may have been relevant in a factory setting but not in a collaborative one.
This is not to say that we don’t take responsibilities for our own projects, but companies must encourage cross discipline projects and collaboration.
Only then will the company become greater than the sum of its parts.
4. Encourage risk and tolerate failure.
You can’t succeed without failure.
When those trying new ideas are punished for “mistakes,” two things go wrong:
(1) people stop experimenting, and
(2) mistakes are covered up.
5. Focus on customers.
Focusing how to better serve customers drives innovation.
Focusing on internal politics drives conservatism.
Not changing is the equivalent of standing still on a moving treadmill.
6. Be Social, Environmental and Ethically Responsible.
Companies with a strong commitment to being good corporate neighbours tend to be more sensitive to external changes.
This allows them to be able to react and innovate faster.
They also tend to attract the type of employee that has a greater commitment to serving customers and improving the world.
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Ray Hiltz is a Social Media Strategist specializing in Google+ Local search and content marketing.
He helps small businesses establish online reputation and trust by putting the spotlight on their greatest asset - people.
Ray host the #RayBunch show, a weekly web and podcast featuring news and opinions with a regular panel of marketing and business leaders.