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11/8/2012
02:36 PM
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The BrainYard's 7 Social Business Leaders Of 2012

The editors of The BrainYard picked companies large and small that are exploring the potential of a unified social business strategy.
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"We realized that social was going to be a game changer for the organization, especially after a number of large acquisitions with many employees spanning vast geographies," said TD Bank's Wendy Arnott, VP of social media and digital communications. "We basically totally buy into the idea of social business. Every part of the business will eventually use social" to do whatever it does better, she said.

That means embracing social on multiple levels, both internally and externally. After early experiments with a simple comment board, TD Bank graduated to IBM Connections, a broad and flexible social platform that for example provides wikis where branch managers solicit and organize ideas for better customer service.

Meanwhile, TD Bank has 20 social customer service representatives divided equally between Toronto and Mt. Laurel, N.J., using Radian6 (now part of the Salesforce.com Marketing Cloud) for social media monitoring and response. In addition, the bank recently introduced TD Helps, a community section of its website where customers can ask questions and get answers. TD Helps launched in June, and as of October the staff had answered more than 14,000 questions.

"Actively listening to our customers and being there to respond to them wherever they are has helped us learn how to be even more responsive," Arnott said.

RECOMMENDED READING:

7 Lessons From Social Business Leaders

Red Robin CIO Named Social Business Technology Leader

Social Business Leader Cemex Keeps Ideas Flowing

Ford Seeks Social Business Strategy

Unisys Lets Employees Drive Face Of Social Business

TD Bank's Social Strategy: Start Small, Think Big

Social Service Is In Fashion at Bonobos

Why CIOs Must Be More Social

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Leo Regulus
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Leo Regulus,
User Rank: Apprentice
11/12/2012 | 6:35:25 PM
re: The BrainYard's 7 Social Business Leaders Of 2012
Sorry, can't do Slide Shows. Please re-evaluate you editorial policy (s).
Leo Regulus
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Leo Regulus,
User Rank: Apprentice
11/23/2012 | 5:29:12 PM
re: The BrainYard's 7 Social Business Leaders Of 2012
Unfortunate choice of article format. I can't read it. That also means that I do not see your ads and sponsor's messages. You decision.
BrunoGebarski
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BrunoGebarski,
User Rank: Apprentice
11/25/2012 | 9:03:40 PM
re: The BrainYard's 7 Social Business Leaders Of 2012
Dear Brainyard
I would love to join the 2 comments down below This sort of formatting is very much encouraging to "leave your website" and go to some of your competitors for ease of read. Would you please reconsider this practice which is for the reader: cumbersome, awkward and boarder line annoying! Kind Regards from Hamburg, Germany
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