Social media is a call for humanization in how you communicate. Social media has humanized interaction, technology has humanized the experience, but only you can humanize your business.

1. Social Business through Humanization:
30 Questions for Your Business
Kenneth Lim // www.kennethlim.net

2. 1) How do we communicate?

3. 2) Are we communicating in a human
way?

4. 3) What do our customers think of the
way we’re communicating?

5. 4) Are we consistent in the way we
communicate?

6. 5) Are we speaking the same language as
our customers?

7. 6) Are we enabling our customers to engage
with us in a community or a dialogue?

8. 7) How do we go about transparency,
authenticity and accountability?

9. 8) How does our company culture support the
humanization of our business?

10. 9) How can we change or improve our
business processes?

11. 10) How do we turn experiences into
relationships?

12. 11) How do we define our customer
experience?

13. 12) What are the things that truly matter
to our customers?

14. 13) How well are we communicating
compared to other companies within
and outside our industry?

15. 14) How can we involve our customers
as part of our brand?

16. 15) In which ways are our customers
sharing experiences and information
about us?

17. 16) Why are they sharing those
particular experiences and pieces of
information?

18. 17) How can we promote positive
interactions?

19. 18) How do we deal with negative
interactions?

20. 19) How can we scale our
communication to deal with a growing
amount of customer interactions?

21. 20) How can we create value for both
our customers and our business?

22. 21) How can we leverage customer
interactions for the benefit of our
business?

23. 22) How are we measuring our success
in customer engagement?

24. 23) Are we recruiting the right
employees to help us humanize our
business?

25. 24) How can we empower our (first line)
employees to represent our brand?

26. 25) How are we rewarding our
employees and our customers for
contributing to our brand?

27. 26) How can we innovate?

28. 27) How can we build or strengthen our
customer community?

29. 28) How can we match our products and/or
services to the demand, expectations and
values from the market?

30. 29) Can we work with peers and/or
competitors in our industry to provide
value to the community?

31. 30) How do we integrate online and
offline communication to create a better
customer experience?

32. KENNETH LIM
@kennethlim
kenneth@kennethlim.net
nl.linkedin.com/in/kennethlim
facebook.com/kennethlim
slideshare.net/kennethlim
www.kennethlim.net

33. 1 PM Images 16 Dougal Waters
2 Rich Evenhouse 17 Mark Scott
3 John Giustina 18 Sam Bloomberg-Rissman
4 stuartbur 19 Creative Crop
5 Engrish.com 20 Paul Whitehead
6 Tara Moore 21 ICHIRO
7 Brand New Images 22 Kick Images
8 John Gichigi 23 Barbara Singer
9 Tim Roberts 24 Peter Dazeley
10 Daly & Newton 25 David Toase
11 webphotographeer 26 Influx Productions
12 Frank Saragnese 27 Michael Blann
13 WB Digital 28 picturegarden
14 Allison Michael Orenstein 29 Tom Grill
15 Comstock Images 30 Tim Robberts
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