Klantbelevingsconferentie.nl
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Hoe moeten we ons voorbereiden voor de klant van morgen? Niet door de klantservice afdeling te reorganiseren maar om het hele bedrijf erbij te betrekken met moderne social media zoals video, blogs, twitter, facebook etc.
Transcript of Klantbelevingsconferentie.nl
Vincent Everts?
Social Media
2.0
• Mijn Tools
Videoblogger
Talk to Me!
Volg Vincent Everts livein zijn elektrische Leaf
- Live auto lifestats- Live streaming video- Live Google maps- Twitter met bestuurder- Twitter met de auto- Interviews
Not always good!
Olie Future?
DELL Case
Dell notebooks
Dell & Social Media
• 100k employees
• 12 people listen to conversation
• 15 people create policy
• 30.000 did SMACU Training & can listen
• 4.000 can speak on behalf of Dell on Twitter/Facebook/Blogs
Dell social media
• 2007 Twitter: Whats hot?
• 2009 4Square Which locations are hot?
• 2012 Highlight: Location based social media
Location based Social Media
White pages Appje
Whit.li api
Lytro camera
Measure yourself
Bodymedia
The connected everything
Urthecast Earth HD streaming
internet connected TV
2010: 425.0002011: 820.0002013: 60%
bron: GfK
• Tablets everywhere!
Internet is pain!
time consumption Web 1.0 Viral Marketing (PP) travel
RSS Explained Web 2.0 Kindleexplained Marketing 2.0 Google Adwords Tudou
Google Docs Online video elections 2.0
Multitasking Twitter Amazon Yubby Co-Creation
Google Streetview Online collaboration Social tools
Dell Sucks Support 2.0 Viral Marketing Kryptonite Lock Enterprise 2.0 VMS Zoomz HD ebay
news resume VMS Google trends
What are we going to talk about?
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TV: 39% 178 min.
Radio: 33% 151 min.
Internet: 19% 86 min.
Newspaper: 6% 20 min
Magazines: 4% 18 min
How do we spend our time?
4%6%
19%
33%
39%
TV RadioInternet NewspapersMagazines
• $32 billion sales• 1 Billion searches/day• Money from Adwords• Almost nothing from
Youtube, Google earth/map, gmail, apps etc
Google adwords
•Easy to set-up•Easy to budget•Price per keyword
Also onYouTube
1 miljardWhatsApp berichten per dag
12
IMPACT ON BUSINESS
17
tekst
Online bestedingen
2011: 10 billion euro
2009: 9 billion euro
bron: thuiswinkel.org
Web-influenced 48 miljard
ProductinformatieSocial tools
90% social tools
Product info
Social tools
what else do people buy
what do they recommend?
Tags of clients
What do they buy in the end?
what else?
Description of customers
reviews of the customers
review of the reviews
beta
YouTube uploadsper minute
0
11
22
33
2007 I 2007 II 2008 I 2008 II 2009 I 2009 II 2010 I 2010 II
Who talks
Social Networking
Customer service
“What are you doing in 140 characters”
15th March 2012 – Social Media at Atradius / Rhian Thomas / Volendam Page
The world is obsessed with Facebook
15th March 2012 – Social Media at Atradius / Rhian Thomas / Volendam Page
15th March 2012 – Social Media at Atradius / Rhian Thomas / Volendam Page
• s
Web 2.0 Trend:Co-Creation
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Social Media
2.0
www.vincente.nl
www.yubby.com
www.interimic.nl
www.twitter.com/vincente
+31647180864
Vincent Everts
