Are you effectively maximizing your employee creativity and brain power across teams? Organizational silos are an unacceptable hindrance to your success. Learn how Blinds.com works across teams (from the contact center to marketing to IT and beyond) to enhance business strategy, day-to-day communications, customer experience, profitability and more. Key Take-Aways: - Actionable steps to promote cross-team communication and collaboration – how does this work? - Top 5 questions your contact center should ask other company departments to succeed – where do we start? - Success stories on interdepartmental projects that could change the way you do business – what are the opportunities?
Crossing the Divide: Contact Center and Social Media
Profitable Collaboration:Smart Communication with Great
ResultsSean GrahamSales DirectorKatie LairdPR Manager
1Unexpected collaborators
Katie2Welcome to the Blinds.complex!The power of CultureTips,
tricks + toolsSuccess stories
We play well together here.Katie3Power of CompanyCulture
Sean4
Frank Blake says:AWESOMECore Values
Experiment without fear of failure.
Failure is NOT a bad wordEmpower people to innovateTest
tubesOpen Idea policy
The importance of placeChance encountersGroup work spaceMeeting
room varietyBeautiful, fun, smart
Intrapreneurship
Group support Public accountabilityHire from withinShare results
publicly
Add video of metrics >> wallpaper8Invest in your ideas
9Collaboration Tips, Tricks + Tools
How easy are you making it?Make it habit, make it a no
brainerDedicated Idea Email accountVIDEO!!Senior leadership
driven
Ease of use changes behavior.
WOW each other!Its all in the communication mixPassive
communicationCollaboration toolsSpecial guests in team
meetingsWalkaboutsRemote working stations
Transparency mattersWhere is your Roadmap?Start a SayJay (or
HeyKay)Align company + employee goals compensationCulture of
celebration
Collaborative Team Success Stories
The art of listeningCEO lettersRatings + reviewsWebsite
surveysSocial Media buzzOnline brand monitoringHow did you hear
about us?
Success tip:BV logo // screenshot of
Google Alerts
Sprout Social
Cision >> digital PR alerts
Phone / email / live chat >>> graphic of where did you
hear about us for boards 16Social Media + SalesSmart content
marketing + sales = BFFs!Track EVERYTHING:Video interactionsSocial
conversionsLast referred domainLove thy Social Media Marketer2013
Social Sales YOY
Up 40% +
IMAGE: Liveclicker stats // graph of social driven revenue // FB
offers
ROI through Sprout SocialLiveclicker ROI statsTracking how do
you hear about us online and on the phones >>Social clicks in
email marketing
How many Twitter @ replies in 2013? How many do we handle?
>>> example screenshot of start up company polling
employees on treatments
17A typical Social Sale story
Meet Joshua!
Jay found this customers tweet mentioning our brand name sent
tweet to Josh who closed the sale less than 2 hours later.
Already had photos on Twitter and a back story of what he wanted
and had already tried.18Social Media + ServicePro-active searching
for challengesProduct training for PR teamOnline PR training for
Contact CenterSet rules of engagement for networks
2013 Twitter @ replies2500 +
IMAGES: Houzz blog post comments // Twitter search //
Timeline of angry customer
Not just sales or service, its COMMUNITY they come to our
defense (and they share promotions / sales with their
friends)Customers come to our defense >> they believe in us
and lvoe our brand19Social Service stories
Meet Steven!
TIMING!Same biz day from PR2 hour response from CC
Ask for public update when things are made right.Timeline of
angry customer
Not just sales or service, its COMMUNITY they come to our
defense (and they share promotions / sales with their
friends)Customers come to our defense >> they believe in us
and lvoe our brand20The ultimate collaborationThe CUSTOMER!
IMAGES: Instafit // Surefit Guarantee21Speed + power matters
VS.Empower your people to make decisions and ACT!How fast can
you turn on a dime?5 questions to ask your teamWIIFTC?Whats in it
for the customer?Does this align with our Roadmap?Just a cool idea
or totally on point strategically?What is the impact?Will it move
the needle in your business?Who has the skills?Be open minded +
look across teams and departments. How does success look?What
metrics will you use to measure ROI?
Final Thoughts
Improve continuouslyCommunication mix + tool experimentationHow
fast is your boat?HAVE FUN!!!Thanks!Katie Laird PR +
[email protected] @happykatie
Sean Graham Sales + [email protected]
