Wednesday, September 8, 2010

White Paper on Social Media Integration --TCE Model

Led by Samson Lee, this is a broad view of how to look at social media applied across your organization and addressing both internal and external customers. It was a fun project to work on and the contributors are very global.

Amplify’d from

Social Media Under One Roof: Integrate Social Media with Total Customer Experience Model

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Posted by Sampson Lee on Sep 03, 2010
This document "Social Media under One Roof: Integrate Social Media with the TCE Model" is composed of nine sections. Three sections are written by me, and experts in each specific domain contributed the other six sections: Wendy Soucie from Wendy Soucie Consulting; Karl Havard from pownum; Jim Sterne from Web Analytics Association; Axel Schultze from Xeesm; Rick Mans from Capgemini; and Guy Stephens from Foviance."

If your primary objective is to learn how to ride the wave of social media to enhance the customer experience within a specific touch-point or departmental function, there are already numerous blogs, articles, and publications which serve this purpose well. There is no need for you to spend time reading this document. If, however, our core messages are aligned with your most pressing concerns, it is worth investing your time in reading this paper.

Here is what we'll be covering:

  • How to integrate social media into the Total Customer Experience across the entire customer lifecycle;
  • How to optimize resource allocation among various social media by aligning with business objectives; and
  • How to manage your brand and social media with one integrated and quantifiable management system.
Figure 1: Touch-point Experience across the Customer Lifecycle - Overall
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