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Bringing the intimacy of the corner store relationships to all of your customers.
Social channels have forever changed the expectations of both customers and employees. They have affected the speed at which customers expect to receive service. They have created customer expectations for relevant experiences with brands. Social has redefined what “easy-to-do-business-with” really means. And, everyone expects a company to know at least a little bit about them when talking with them.
High performing companies embrace this as a huge opportunity to drive revenue growth. Specifically, they customize the experience for every interaction they have with consumers regardless of channel. This mass personalization of the one-to-one experience includes not only the interactions between company and consumer but the interactions that consumers have with one another. The potential payoff is two-pronged: customer relationships that your competitors don't have and a strongly differentiated brand.
We can help you develop and implement a strategy that unleashes the power of social media.
Becoming a social business is not something that happens overnight. Accenture provides a blend of social business acumen, technology-driven expertise, and deep professional consulting knowledge to help you manage your increasingly complex social business landscape. Social media may enable you to treat your customers like individuals again, but you need a proper plan to take advantage of these new social channels and technologies. Accenture can help.
We can work with you to design a social business that has the ability to infuse and empower the right parts of the enterprise while still keeping the controls needed for business purposes. There is no “silver bullet.” No two companies are the same, nor can they manage to the same expectations. But, we have developed a set of tool agnostic, social business components that harness the potential of social media, yet incorporate the proper controls and manage the risks appropriately.
Accenture offers a range of social media solutions from strategy, through monitoring, sales, customer care and collaboration. An overview:
Social Strategy and TransformationWe will help you define where you are in your social business journey, identifying what is working, what may need to change and how to execute any change.
You may be considering your organization and governance model, or key performance indicators, features and functionality of technology platforms, or creating the business case for social business transformation. Wherever you are in this journey, our team of social business experts around the world can help.
Social Media Monitoring and InsightWith so many tools available to monitor social channels, we’ll help you go beyond a tool driven approach. The insights from monitoring tools will help you make better decisions to create more engaged customers and drive your business forward.
We will help you monitor and protect your brands, measure the impact of your marketing campaigns in a social world, identify new product and service trends and understand your competitors even better.
Social Media Marketing & SalesBeyond creating engagement with customers, you may wonder how to use social media as part of your sales strategy. We can help you with your Social CRM assessment, lifetime customer value model and sales training and enablement – all to move you closer to a social business.
Social Customer CareSocial is a major driver for the need to create new capabilities required to provide the next generation of quality customer service. Customers now expect differentiated experiences combined with more do-it-yourself options. We can help you design your solution as part of your current or transformed service approach, evaluate vendors and platforms, integrate with existing or new CRM systems, create social care communication guidelines, measure performance and more.
Social CollaborationWhile social may be thought of primarily as an external channel or capability, social can help drive significant collaboration across your organization. Every function of the organization, from marketing to operations to human resources or finance can benefit from social collaboration. We will help you design social collaboration that works for your organization to drive efficiency and improved processes. And we’ll be there to help you roll it out across the organization, providing change management, enablement and adoption support along the way.
Let us put our blend of insight, experience, assets, and expertise to work for you so that you can become a social business – and see tangible results from the virtual world.
View this example of the Social Media Diagnostic for more information on how it can help you identify key priorities for becoming an Enterprise Social Business.
To explore how to maximize the potential social in your business contact:Nan Nayak
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