To compete with industry today and continue to meet ever-increasing customer expectations, organisations require capabilities, not channels. Social capabilities equip organisations to perform more effectively in the digital age. But what are social capabilities?
Through social intelligence, imagine how much more precise and responsive you would be if finding prospective customers involved real-time information gathered, aggregated and analysed from social channels?
Through social customer care, imagine how much more personalised and efficient your service function would be if you could manage multiple interactions at one time, in a channel many customers prefer?
Through social media marketing, imagine how much more targeted your communications would be if you drew on existing social customer data to reach people with the right message, in the right channel, at the right time?
Through social sales, imagine how much more powerful your sales conversations would be if you had real-time prospect information and the ability to engage them in the forums – and with the content – they value?
Through social production, imagine how much more relevant your products and services would be if you received, analysed and embedded customer feedback in updates or new product lines?
Through social HR, imagine how much more efficient your workforce would be if knowledge management happened in real-time, and client opportunities could be converted faster through crowdsourced insights?
What are social capabilities? Strategic functions that empower organisations to compete with industry and meet ever-increasing customer expectations, ensuring social initiatives contribute towards existing business needs.