Social technology is one of the dominant forces of change today which is playing a fundamental role in enabling businesses to re-evaluate and transform their business strategies. Empowering people to connect and share with colleagues and partners; and engage customers with interactive, personalized social experiences. Helping breakdown societal, community and corporate silos, and provide invaluable capabilities to exploit informal information paths. As technology becomes more immersive through mobile devices and cloud connectivity, we also expect it to help us develop more personal and social connections with colleagues and customers.
Multi-generational workplace: Boomers, Generation Xers, Millennials, and the “Me” generation who demand the right information at the right time in the right context, the ability to deliver relevant content based on users’ context, preferences and interests across the internet, intelligence about users’ behavior their intent and social group behavior. They all have distinct work styles when it comes to technology, and businesses need to support their diverse and agile modes of interaction; formal and informal.
Social technology is part of a larger transformation driving changes in how we get things done inside the business. 65% of companies are deploying at least one social software tool today, and the trend is expected to continue as social networking becomes a ubiquitous part of daily work. Social networking is also driving changes in customer behavior, leading to the rise of the social consumer. The new consumer is ‘always on’ and expects to be engaged in new ways. 44% of consumers today complain about products and services by social networks, and they are more likely to accept what they hear through social networks over advertising. 20% of customers who complain by social media expect a response within one hour.
Being a social business is not just about enabling collaboration and communication by using social tools, building communities, and having a social media strategy or being on facebook or having a corporate twitter feed, it means; breaking through traditional organizational silos through connecting people together; transparently and quickly an organization that is able to harness insight quickly to deliver on the needs and desires of their local customers an organization that has incredible levels of agility through connecting people, information and resource together quickly and efficiently democratizing the tools, capabilities and decision making within the organization. Social has also revolutionized how companies engage with their customers. As consumers increasingly conduct their lives through social networking platforms, this has become an essential communication channel through which to reach them on different devices. Providing unique, interactive, personalized online social experiences will help attract and retain new customers, however providing a richness of valuable information services will move this engagement away from being just another form of broadcast advertising. Creating social experiences must be focused on providing valuable information services that not only add to existing product experiences but enhance the value that can be realized. Being a social business is about providing valuable services in context of the social flow of a customer’s life.
This will see business function leaders build new business models and monetize these, using technology as a competitive differentiator that helps generate revenue from valuable technology enabled services. You only need to look at the social digital ecosystems that Nike, Procter and Gamble have created to see the potential.
Social technologies are transforming how and where consumers and business users interact with information – and therefore how and where businesses connect with customers. Take digital marketing as one example, which has become a top concern for marketers everywhere. To win customers, marketers need to become highly adaptive, and responsive. Success depends on innovative real-time connections with customers, integrated and personalized website and brand experiences, better customer intelligence through an integrated approach to customer-centric data, making the connections between back-end technologies and the multiple touch points such as mobile devices, personal computers, and interactive TVs; functional branding.
The challenge is in the way we think of advertising and marketing today and how we overcome the attention deficit of our customers and help them deal with an information overload. The opportunity is to realize significant savings in traditional advertising spend that often has a questionable and often tenuous return on investment, and reaching audiences at great scale in a sustained way that is actually a valuable and useful service for consumers. Infusing these valuable services with social capabilities makes them more accessible. For business large and small social utilities are an intrinsic part of evolving an effective customer experience.
Social business is about building the dialogue, the engagement and the sustained delight.
Specifically, Microsoft’s software capabilities in this domain includes search driven experiences, customer relationship management tools, business productivity tools, social computing platforms, and other solutions to facilitate enterprise-wide collaboration and boost campaign results.
And we provide all of this in the form of a flexible, scalable platform that optimizes the use of on-premise and cloud assets to simplify IT concerns, whilst providing agility.
Microsoft is in a unique position to help marketers harness the power of media technologies and build a marketing platform for the future – one that improves efficiency, effectiveness, and agility across all marketing touch points; simplifying your customers engagement with your business. We have access to a huge online audience across multiple digital devices and services which will help your organization;
- Break down your internal information and knowledge silos with social capabilities to foster internal collaboration and innovation
- Co-create with your customers by breaking down the walls of your organization and collaborating with them
- Generate demand with the right people in the right place, and at an efficient cost
- Monetize the experience through sustainable social e-commerce and advertising services
- Gather and analyze customer data to gain insight and agility to help you evolve and iterate; sustaining your unique and distinctive engagement with them.
- Delight your consumers with valuable services that build on the exceptional products you deliver to customers today, creating flow and feedback; your brand as an information service
We look at problems from a business, technology and experience design point of view.
It’s at the point of convergence between these that we find the most compelling and viable insight, ideas and potential.
- We are consistently able to identify and define previously undiscovered and often surprising opportunities for our clients.
- Our approach builds on the way we are able to create our own new devices and services, and delivers a method that radically improves upon the traditional sequential delivery models in terms of quality, impact, and sustainability of the output. We are able to reduce the overall time that would have previously been spent using other methods to achieve similar results.
- In addition, long, sequential design planning and delivery programs carry substantial inherent risk that is weighted toward the end of the program. Through adopting an iterative approach to research, envisioning, design, and delivery, organizations are able to spread risk across the life cycle of a product or service, from conception to creation, providing a greater likelihood of delivering breakthrough potential.
- The heritage, depth of experience and range of Microsoft’s portfolio across device, software and industry domains is unique. Microsoft’s portfolio, and the experience and expertise that comes with developing market leading products and our unique research capabilities