Energise 2-0, a company owned and managed by Dr. Jim Hamill and Vincent Hamill, provide an integrated range of digital and social media services for building sustained business growth and profitability, delivered to the very highest international standards and fully customised for your business:
- Digital/Social Media Audits and Competitor Benchmarking
- Digital and Social Media Strategy Development
- Social Media Management and Implementation
- Digital/Social Media Supported Internationalisation
- Content Management
- Social Media Intelligence
- Social Customer Service
- Digital and Social Media Performance Measurement
- Social Business
- Executive Mentoring, Training and CPD
These are more fully explained below.
Full List of Services
Digital/Social Media Audits and Competitor Benchmarking
The starting point in developing an effective Digital/Social Media Strategy for your organisation is to undertake a quick audit of progress already made benchmarked against accepted ‘best practice’, industry competitors, digital opportunities and threats. Using our proprietary benchmarking tool, we will identify the ‘Strategic Gap’ that exists between where you are and where you could be, taking into account your overall business objectives and priority customer segments. We can also undertake an internal audit of your organisation’s readiness to ‘become social’, the internal barriers and obstacles to digital transformation.
Digital and Social Media Strategy Development
Working with your Senior Management team, we will develop a Digital/Social Media Strategy for your organisation fully aligned with agreed business goals and objectives. Using a Scorecard approach, a Digital/Social Media Strategy Document will be produced covering the core business objectives to be achieved; Key Performance Indicators (KPIs) and targets; priority customer segments; the main digital/social media actions and initiatives to be implemented; and an Action Plan for ‘getting there’. A robust framework will also be put in place for measuring the performance and business impact of your digital/social media initiatives.
Social Media Management
Building on the agreed Digital/Social Media Strategy and Action Plan, we can work with you in ensuring effective implementation of the agreed strategy. We have successfully managed the Digital and Social Media Channels for a wide portfolio of B2C and B2B clients across industries as diverse as hotels and restaurants; telecommunications; food and drink; industrial chemicals; football; professional services; software; education; the public sector and others.
Digital/Social Media Supported Internationalisation
Used effectively, digital technology and social media can help to overcome the main barriers or obstacles to exporting traditionally experienced by small-and-medium sized enterprises (SMEs), leading to the more rapid internationalisation of the sector. However, few SMEs are leveraging the full potential of emerging technologies to support overseas market growth. Public Sector Export Support Policy is stuck in a 30 year time warp, at best paying lip service to the new export opportunities created by digital and social technologies. Working with your Senior Management team, we can develop and implement a Digital/Social Media Supported Export Plan for your business. See our recent presentation on Digital Exporting for more detail regarding the approach we would advise.
It is now widely accepted that organisations need to shift from a traditional ‘Outbound’ approach to sales and marketing (talking AT customers) to a new ‘Inbound’ approach based on two-way engagement and quality content – content that is ‘customer led’, authentic, compelling, entertaining, surprising, valuable and interesting. Content that helps to establish your company as an industry ‘thought leader’ allowing you to ‘sell without selling’. Great content drives conversation. Conversation drives engagement. Engagement drives sales. This is equally true in B2B marketing as it is in B2C. With recent changes in the Google Search algorithm, publishing quality content is now critical to the search engine position of your web site.
While there is growing recognition of the need to publish high value content, most organisations do not have an agreed vision or strategy in this area. Energise 2-0 can support you in three main ways – by developing an agreed Content Strategy and Action Plan; by providing support in implementing the Content Plan; and in on-going performance measurement. The starting point is to work from the ‘outside-in’ rather than from the ‘inside-out’ – agreeing buyer personas and developing content around the needs of different buyer groups.
Social Media Intelligence
The first piece of social media advice we give is to ‘shut up and listen’. Regardless of the industry you are operating in, online conversations will already be taking place relevant to your organisation. Are you listening? These conversations may include customer comments specifically about your brand, about your competitors or general industry news identifying emerging market opportunities and threats. Using industry leading technology, we can set-up a Social Media Listening System for your organisation allowing senior management to keep an ‘ear to the ground’ on conversations taking place relevant to your brand and the overall sentiments being expressed. More importantly, we can support you in translating Social Media Listening into Social Media Intelligence – providing Actionable Insights for your organisation closely aligned with strategic objectives and priority customer groups.
Social Customer Service
In an era of empowered customers, refusing to engage on social channels will be as harmful to your brand as ignoring e-mails or telephone calls. Indeed, it will be even more harmful. Ignoring or responding badly to social customer comments can quickly turn into a PR disaster due to the collective power and influence of the crowd. Consider the following: inbound customer requests on Twitter have increased by 208% in the last year and by 85% on Facebook; 72% of consumers posting a customer service question/complaint on Twitter expect a response within 1 hour, with 32% expecting a response within 30 minutes; 57% think brand response times on social media should be the same during weekends/weeknights as they are during business hours.
While the business case for delivering exceptional levels of Social Customer Service is clear (lower customer serving costs, improved customer satisfaction, loyalty and brand advocacy) there is growing evidence of a major gap between rising customer expectations of service delivery through social channels and the actual customer experience. Few organisations are doing Social Customer Service well. Only 32 of the top 100 global brands have a separate customer service handle on Twitter with only 36% of consumers reporting that their social customer service enquiries were solved quickly and effectively. Canned responses are common – 23% of companies direct social customers to a company web site for help, 17% signpost to e-mail and call centre support.
There can be serious consequences of not doing Social Customer Service well: 71% of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others, compared to just 19% of customers who do not receive a response; one unanswered negative comment on social media can wipe out the effect of up to five positive comments; customers who get their social enquiries answered will spend 20% to 40% more with the company; 83% of customers have abandoned a purchase after poor quality service.
Given our extensive experience in the area of Customer Experience Management and Social Media, we can support your organisation in developing and delivering a ‘best in class’ Social Customer Service Vision and Strategy. We can support this through staff training in Social Customer Service.
Digital/Social Media Performance Measurement
As companies become more strategic in their approach to digital/social media transformation, there is a growing need for a robust approach to measuring on-going performance and business impact – a Performance Measurement System that establishes a close link between social initiatives and the achievement of agreed business goals and objectives.
Using our proprietary Six I’s framework, together with advanced performance monitoring software, we can produce short monthly and detailed quarterly Social Media Performance Reports for your organisation covering:
- The performance of individual social media channels (including web site analytics)
- Overall brand ‘buzz’ across different channels
- Business impact and ROI
Please see our three-part series on Social Media Performance Measurement for more detail on the approach used.
Current leading-edge thinking is that we are on the verge of another tectonic shift in the use of social technologies: from Social Media to Social Business. A social business can be defined as one that develops innovative new work methods and processes by applying social thinking, social strategy, social culture, social organisation and social technologies to everything it does (internally as well as externally). A key objective is to build highly adaptive, competitive businesses capable of prospering in an era of disruptive change. Organisations who ‘get this’ will survive and prosper. Those who don’t could become 21st Century dinosaurs.
Energise 2-0 can work with your senior management team in developing and implementing an internal Social Business Strategy – identifying areas for major improvement in processes and systems through the internal use of social technologies, recommending an agreed approach to adopt taking into account organisational barriers to change. We will ensure that new ways of working are developed leading to improved efficiency, agility and speed of response to rapidly changing market conditions, lower costs, increased sales and enhanced customer loyalty, employee engagement, partner and stakeholder relationships.
Executive Mentoring, Training and CPD
Two of the main barriers to the adoption of a more strategic approach to digital technology and social media are the lack of senior management awareness and understanding of the business benefits to be derived and the key steps involved in developing, implementing and managing an effective Digital/Social Media Strategy. Our Executive Mentoring, Training and CPD Programmes will ensure that your Senior Management team become future Digital Leaders.
Dr Jim Hamill
A Digital Business/Social Media evangelist, academic, author, consultant and executive trainer, Jim is widely recognised as a leading international expert on digital/social media strategy development for building sustained customer and competitive advantage.
With over 25 years experience in e-business, Jim has successfully delivered on a broad range of consultancy assignments around the World, with clients ranging from SMEs to multinational organisations such as the World Bank, United Nations Centre on Transnational Corporations, Economist Intelligence Unit, International Labor Office, European Union, Russian Foundation for SME Development and others. He has held Visiting Professorships or delivered Senior Executive Programmes in the US, Singapore, Hong-Kong, Malaysia, China, Norway, Italy, Lithuania, Latvia, France, Iceland, Malta, Russia and the UAE. Author of several books and numerous papers, he is a fully accredited EU Expert on ICT/e-Business strategy. A very experienced academic, business consultant and management educator providing clients with the ‘Customer Led 360 Vision, Strategy and Action’ essential for success in a dynamic Web 2.0/Social Media environment.