Post on 01-Nov-2014
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#AIIM12
I’m working in a “Starbucks” with my PC, my Android tablet, and my iPhone…Now what?
Era
Years
Typical thing
managed
Best known company
Content mgmt focus
Mainframe
1960-‐1975
A batch trans
IBM
Microfilm
Mini
1975-‐1992
A dept process
Digital Equipment
Image Mgmt
PC
1992-‐2001
A document
MicrosoT
Document Mgmt
Internet
2001-‐2009
A web page
Content Mgmt
Social and Cloud
2010-‐2015
An interacVon
Social Business Systems
Systems of Record
Systems of Engagement
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1-‐What kinds of radical changes are being driven by technology?
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2-‐My belief: Employee and Customer Engagement are key to leveraging technology.
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3-‐How do we need to change how we think about employee and customer engagement?
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The Chessboard Fable
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2-‐My belief: Employee and Customer Engagement are key to leveraging technology.
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1. I know what is expected of me at work. 2. I have the materials and equipment I need to do my work right. 3. At work, I have the opportunity to do what I do best every day. 4. In the last seven days, I have received recogniVon or praise for doing
good work. 5. My supervisor, or someone at work, seems to care about me as a person. 6. There is someone at work who encourages my development. 7. At work, my opinions seem to count. 8. The mission or purpose of my organizaVon makes me feel my job is
important. 9. My associates or fellow employees are commiaed to doing quality work. 10. I have a best friend at work. 11. In the last six months, someone at work has talked to me about my
progress. 12. This last year, I have had opportuniVes at work to learn and grow.
Source: Gallup
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Engaged Not engaged
AcVvely disengaged
Source: Gallup
AVG 33% 49% 18%
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Engaged Not engaged
AcVvely disengaged
Source: Gallup
AVG 33% 49% 18%
TOP 67% 26% 7%
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$370 billion lost The cost of acVvely disengaged employees in lost producVvity (Gallup)
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74%
"At work, we give our customers new ideas"
13%
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Source: Gallup
eight emoVonal aaachment quesVons and three raVonal loyalty quesVons make up their Customer
Engagement Index
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23% premium For engaged companies in terms of share of wallet, profitability and revenue rom engaged customers (Gallup)
OrganizaVons that have opVmized customer engagement outperform their compeVtors by 26% in gross margin and 85% in sales growth.
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3-‐How do we need to change how we think about employee and customer engagement?
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The changing nature of employee engagement…
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Per 1,400 working young professionals…
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45% would accept a lower paying job with more flexibility rather than a higher-‐paying job with less (Cisco)
#AIIM12 30% feel that the ability to work remotely with a
flexible schedule is a "right.” (Cisco)
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77% Have mulVple compuVng devices; 33% use at least 3 for work (Cisco)
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68% believe that company-‐issued devices should be available for both work and play (Cisco)
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73% access Facebook at least once per day (Cisco)
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15% had their mobile phone, laptop or other device stolen in the past 12 months (Cisco)
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30% have experienced idenVty theT at least once (Cisco)
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52% believe that THEY are not responsible for securing their work devices and data -‐-‐ service providers and IT are (Cisco)
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mobile connected flexible aware
Building a Strategy for Engaging Future Employees
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The changing nature of customer engagement…
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Loss of customer control and loyalty
FragmentaVon User content Social power Low switching costs Siloed systems
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Jmancini77 1:40 pm via HootSuite If someone doesn’t contact me today and let me end run your #Satanic call center, I’m blogging tomorrow @xxxxx
Jmancini77 3:40 pm via HootSuite This is Day 87 that I am held hostage by @xxxxx’s ridiculous #mortgage refinance process. Please call.
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email service web brand social
Building a Strategy for Engaging Future Customers
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70% boost
240% boost
Baseline 70% boost
Source: Gallup
EMPLOYEE ENGAGEMENT
CUSTOMER
ENGA
GEMEN
T
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AIIM.org/cerVficaVon
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I’m working in a Starbucks (or wherever) with my PC, my Android tablet, and my iPhone…Now what? John Mancini, AIIM
@jmancini77