This presentation was given as the closing keynote at the 2011 Excellence in Missouri conference honoring Malcolm Baldrige award winners. Lisa Qualls, Fresh ID CEO reviewed the new 2012 Malcolm Baldrige social media criteria and how companies can prepare their strategy to become a social business.

1. CQA & SOCIAL MEDIA Lisa Qualls CEO, Fresh ID

2. New Criteria What is social media? Social business success Prepare your strategy Implementation tools Thank you! AGENDA

3. How do you listen to customers to obtain actionable information? How do your listening methods vary for different customers, customer groups or market segments? How do you use social media and Web-based technologies to listen to customers? New criteria in 2012 How do your listening methods vary across the customer life cycle? How do you follow up with customers on the quality of products, customer support, and transactions to receive immediate and actionable feedback? CATEGORY 3: Customer Focus

4. What is social media? Evaluate Learn Interact

8. Social Business Success Credit: McKinsey

9. Social Business Success $6.5 Million in revenues directly attributed to Twitter in just 2 years Biggest profit since 1999 3K+ internal community members…$250K saved with 1 interaction alone

10. Preparing Your Strategy Understand the Concerns Start with Fundamentals Define the Strategy

11. Understand the Concerns Common Concerns Resources Security Rapid Change Control

12. Start With Fundamentals Market Brand Financials

13. Define Your Strategy Executive Champion Resource Needs Social Process, Policy & Training Success Metrics

14. Implementation Tools Monitoring Identification Engagement

15. Monitoring Tools

16. Influencers / Advocates

17. Engagement

18. Summary Understand the Space Listen Engage Measure Adapt