TD Bank's "Automated Thanking Machine" - Social at its best!

TD Bank is highly creative in their support of their clients.

They have been a leader in building and launching innovative social media programs and platform. A few years ago, TD bank introduced IBM Connections as its enterprise social media internally to employees, and recent years have seen the successful launch of programs like TD Helps, an online financial advice community, a North American Social Customer Service program on Twitter, and, last spring, the TD Aeroplan Customer Community.
 
On July 25th TD Bank rocked Client Service with a new FIRST!

They released another first among the banks, a video capturing customers and employees sharing some great moments as they surprise people with the "Automated Thanking Machine." The Automated Thanking Machine thanked customers across the country in personal and unique ways, from a memorable encounter with a sports idol to a dream vacation for a young family, and many other moments big and small. Later the same day, at 2pm, they celebrated customer appreciation day by thanking customers on the phone, online and in all of branches with an envelope containing $20.  

The video has generated millions of views in a very short time and reaction has been overwhelmingly positive.  Check out the comments on Youtube or twitter to get a flavor.

We are delighted that people have embraced #TDThanksYou in the spirit it was intended – as a heartfelt show of appreciation --  with a message about the power of a thank you and how that can change someone's day.

Looking ahead, they're even more encouraged to continue to innovate and push the boundaries of what a bank, indeed a brand, can do on social to connect with customers and employees.

Hats off to the entire TD Bank team including one of the best marketeers in the business, Wendy Arnott!!!!


The 2014 IBM Business Tech Trends report: Raising the game

We can all see that cloud, big data & analytics, mobile, and social are becoming more and more important to businesses, but certain companies are using these transformative technologies to truly thrive and stay ahead of the pack! If you are like me, I'm sure that you are curious about the secret ingredients that make these companies successful while others might struggle.

The 2014 IBM Business Tech Trends report examines these successful companies - called Pacesetters - and looks at the key characteristics that they exhibit. And here's the good news: I'm hosting a webcast for the public release of the Business Tech Trends report on August 21st, and you are invited!

Watch my video for further details:
[youtube https://www.youtube.com/watch?v=Sb0Nb-UuUSs&w=560&h=315]

Joining me for the webcast will be Ray Wang, Principal Analyst, Founder & Chairman at Constellation Research, Inc., and Susanne Hupfer, Research Lead for the study from the IBM Center for Applied Insights. We'll also hear from IBM Business Partners Pitney Bowes, Esri, Hootsuite, and Fiserv to get their point of view. This will be a great webcast with tons of info!

Register now for the webcast. I know you'll learn valuable info and discover the secrets of becoming a Pacesetter!


Content creators for Digital Assets -- More Creative in the "green"

I was fascinated by an article I just read about the impacts of colors on your mood. In particular, the article had strong insight into the color green on your creativity. Lately, several companies have been asking me how to inspire their team's creativity especially for digital content.

As companies become more social, organizations are increasingly looking for digital content and media skills. In the digital age, content is becoming king and so digital content creators are the new kingmakers! With $135bn being spent on digital content, CMO’s see custom content as the future of marketing.

So is this one idea, to sit these new kingmakers in green rooms? Is this why actors room up in a "green room?"


2 Polls: Social Listening and Fav Summer Activity!

Today I have 2 questions for you!

First, a fun one.
[polldaddy poll=8160238]

[polldaddy poll=1272356]


90% Of Companies don't have an Innovation Culture

I was just out in Silicon Valley on a panel on intrapreneurship. As prep, I read that over the last 50 years the average lifespan of a company on the S&P 500 has dropped from 61 years to 18 years (and is forecast to grow even shorter in the future).

Most of the articles said the failures were due to companies not keeping their innovative cultures.  In fact, Brandon Kelly, stated that 90% of organizations have no sustained commitment to innovation.

A great counter example to this is Telsa who today is opening its patents up to the industry to accelerate electric vehicle development. Innovation accelerates forward.

What is Innovation?   The classic definitions of innovation include:

So how can we embed innovation into a company's culture?

Innovation is strongly correlated with value creation and is a key factor in financial outperformance. However, only 25% of organizations are good at generating and converting innovations.  These companies align innovation goals with business strategy.

Their efforts support the appropriate mix of product, operational and business model innovation that enables them to effectively grow and compete. And, their innovation activities are managed in a transparent program.

Organizations that strategize and manage innovation in a collaborative, open and continuous manner create a source of competitive advantage and economic benefit. Collaboration includes seamlessly engaging all employees in the innovation process and securely including external business partners and customers.

The top ten most innovative companies had two-year compound annual growth rates of 60 percent more than the overall Standard and Poors Global 1200.  For these companies, innovation is much more than a “big idea.”

Innovation is an ongoing process of creating value from something new, such as new ideas, new technologies, new products or new processes. For example, 75 percent of successful companies rely on social networks to vet new ideas for success.

They use them for:

  • Openly communicating strategy
  • Openly generating and prioritizing non-traditional ideas for new products and services 
  • Innovating operations by teaming with external specialists & business partner
  • Innovating business models by combining emerging technologies with biz imperatives to redefine value

Future innovation will be conducted in more open environments and CEOs interviewed for the IBM Global CEO study supported this point.  The Innovation Social Business Pattern is designed to increase innovation by providing a wider reach of ideas and to help organizations increase the success and speed of bringing innovation to market.

Primary business processes

The primary business processes for this pattern include research and development, product and service management, business strategy and operations transformation.

Key stakeholders

The key stakeholders are research and development, product development, line of business executives, CMOs, CIOs and CTOs.

Recommended actions

Some specific actions are:

  • Deploy collaboration tools for more open communication and to guide innovation toward delivering the type of value desired, such as product versus business model
  • Engage the crowd both internal and external to vet new ideas.

innovation

  • Deploy a portal that combines content, social and advanced mobile features to provide an exceptional digital experience for customers, partners, and employees while managing access by role.
  • Deploy social gamification and social influence reward techniques

How does your company drive Innovation?

 

 

 


OUT with the old hierarchy, IN with social! Qumu and Safeway!

For our Coffee Break this week we will explore the vast impact social is having on the structure of companies and how you can prepare your organization for collaboration.

Look to see how Qumu is revolutionizing internal communication.  I am here in California and Safeway's are everywhere!

Take a peek at what they are doing!

[youtube https://www.youtube.com/watch?v=CaAHdViIrJc]

As always, let me know your feedback!


Digital tip of the week – LinkedIn netiquette: how to “behave” in LinkedIn Groups

LinkedIn Groups have become a good source of business information but could easily derive to an incorrect behavior (eg. Use posts for commercial advertising), which can be considered bad netiquette in this network. The LinkedIn Groups normally have their own rules, but there are some general tips to be a good “neighbor” on this social network:

Align the content of your post with the group mission and policies and try to add some value (check with the group manager if you are not sure your post is appropiate)

Try not to create more than one or two discussions per week (if you need more, maybe you should consider creating your own group)

If the group does not have policies, read the atmosphere and see what other people post or the content that seems to get a lot of people’s coments.