Total Customer Experience Day

I am now officially part of the EMC Total Customer Experience Communication team! That’s all the time I had to celebrate because I was then handed my projects.  My first big projects I have to work on is the preparation for Total Customer Experience day which is quickly approaching on October 7th.  For us TCE Day is about celebrating EMC’s customer centered culture.   It is the one thing that every employee can agree we have in common no matter what department you work for.

TCE Day Inside EMC Header

 

This is going to be a global event happening in 10+ locations in 6 countries.  Here is just a short list of different activities we have planned:

  • Executive Game Show – putting our big names on stage for TCE flavored games. Guaranteed to educate and embarrass!
  • Experience Analytics Expo – Putting our feedback insights on display with some touchscreen data visualizations
  • “You Define TCE” – This is an internal effort to collect as many stories from employees about how they impact the customer no matter where they are or what they do.  These stories will be shared
  • Surprise Guest – We have guest speaker(s) coming to EMC locations to speak about the importance of the people that support you customers, fans (hint hint!), or otherwise.
  • The entire EMC TCE organization will be available to talk about programs and processes ongoing and discuss new ideas

 

For all of this I have been asked to head up our social media marketing internal and external. This is a huge learning experience for me.  First and foremost is that knowing your tactical social media doesn’t mean you know squat about your strategic social media.  Need a comparison?

  • Just because I can:
    • write a blog/tweet/FB post/etc
    • assign searchable tags
    • attract views and followers
  • Does not mean I know how to:
    • Choose how many audiences to target
    • know how many social communications to send
    • know how many of which social channels to use

The biggest and oddest issue is internal vs external branding.  The Customer Experience Professionals Association (CXPA) launched the first event last and named it CX Day. It’s a perfectly fitting name but internally all our branding and messaging is around TCE.  So to avoid any confusion internally we refer to it as TCE Day and externally it’s still CX Day.  Fun huh?  Over the next couple weeks I’ll have more on CX\TCE day so stick around and feel free to start your own celebration.

CXDay_Titled

Keeping the Positive Attitude

Silver award

One of the biggest things that anyone will tell you is that if you want more hits/like/retweets/etc. you need to have a positive message. I wholeheartedly agree. But then I look back at my posts and see that I didn’t put in the positivity that they deserved. Then I was looking at the award on my wall and realized this is more than just an ‘attaboy’. So this is a little reminder to myself on how far we have come.

Here is a list of things my team didn’t have before that we have now.  

  • User who participate on internal and external social media.  Better yet, many do so with no reminder.
  • A Total Customer Experience (TCE) website, every opportunity people have to find us is a good thing.  Not specifically social but it does link to our social content. 
  • Someone who is officially in charge of managing the TCE social media strategy.  Yup, that’s me.  A blessing or a curse it means we take social engagement seriously.
  • Engaged customers, partners, and employees.  Seen by the great participation in the TCE Ask the Expert session. (2200+ views, 42 replies)
  • A new look and branding for our TCE intranet page.
  • New co-conspirators: I’ve made some very unlikely alliances with the people i thought would fight the hardest against using social media
  • BIG PLANS – We have big plans for this year and next.  A list of blogs and engagement opportunities.

Our next big adventure? An entire day about our favorite topic. TCE!

TCEPaul2

Engage, Enable, Evolve

Engage, Enable, Evolve – This is the new mantra of the EMC Total Customer Experience team.  It is working it’s way into all of our communications.  And will be a point of focus at our EMC World TCE booth.E3

Engage the customer to understand their perspective

Enable them with new information and enable yourself with their feedback

Evolve to meet newly set expectations

Isn’t this a great idea for all of our interactions though?  Right now I am working to apply this to our TCE intranet page.  I covered the project in my last post.  I have engaged our teams in online discussions and brainstorming sessions on how we can make the page better and more efficient.  Next we have planned to enable them with drafts of team policies to cover what type of content we should share, how often it needs to be managed, and who is responsible for these actions.  Lastly we will evolve the page and our internal engagement model to meet user needs.  Sounds great right?

Things are always so much simpler in our minds though.  Our current sticking point is that so many potential users do not currently interact with the existing platform.  That means no one really has any feedback to give.  Learning a new interface is is not something people normally get excited about and it take the one thing nobody has, free time.

Thankfully leadership has agreed that a training session needs to happen.  I will have 30-40 minutes to go over the  platform, it’s functionality, and use cases.  Then I have to tell everyone it is changing.  I certainly don’t expect this to be easy.  I only hope that I can engage in some good discussion, enable new users to explore their options, and evolve a new plan for making improvements.

Talking about engagement feel free to make recommendations. 🙂

The beginnings of a blog

I am in the process of getting my Masters of Science in Innovation Leadership.  Someone said they came up with that name by playing buzz-word Bingo, but hey, it got me to sign up.  In my classes we take a long look at projects, processes, and innovation.  This most recent class I was told it would be a good idea to blog about a project that I was working on.  I ignored that suggestion but now that the class is almost over I’m thinking it might not be a bad idea.

Since this blog was created to be about “being social” it makes sense that the project I’m going to dig into revolves around social networking.  This post is really just to mark the end of the random and the beginning of the mildly organized.  I hope you enjoy.