Social networks of digitally-connected customers and employees are growing in power and influence each day, but companies are often still blindsided by this phenomenon.
Barry Libert, CEO of Open Matters and author of Social Nation, says the reason is that corporate leaders tend to focus on internal issues like operational excellence, but are confounded by external forces such as social networks that they cannot control.
Whether companies like it or not, their customers, employees and other stakeholders — connected through social media platforms into networks — are a fact of life. Increasingly, they can impose their will upon corporate managements, as banks realized a few months ago when a social media uproar forced them to roll back unpopular fees. Still, few companies or their CEOs so far have focused on the growing power of social media and networks. Why might that be?
According to Barry Libert, CEO of Open Matters and author of Social Nation, the reason is that companies tend to focus on internal issues such as operational excellence. External forces such as social networks that they cannot control tend to confound them. In this interview with Knowledge@Wharton, Libert discusses four specific steps — he calls them CARE — that companies can use to better harness the power of social networks to engage with their customers and inspire their employees.
Social Media and Technology
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Just as social media has changed the nature of communications across communities, it is breaking down barriers in the workplace. Employees are more social and more connected, and want access to the technologies and platforms that will enable them to share their working lives with a wider audience.
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Topics covered in the KGWI survey include:
Career Development and Upskilling
Employee Engagement and Retention
Social Media and Technology
Libert is one of the judges of the Social Media Leadership Awards, which Knowledge@Wharton is organizing in collaboration with Social Strategy1, a social media monitoring and analytics firm.
About Kelly Services - Global: Kelly specializes in providing world-leading staffing solutions. Backed by an international network of more than 2,600 offices in 39 countries, including 21 European countries, is serving clients around the world by delivering a wide range of services, including recruiting, human resources management and placement for job-seekers. All offices, with more than 555,000 employees, apply the principles of Total Quality Management (TQM).