Social Service Congres - Nuon Webcare
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@haroldkip#cmgr @nuon
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#cmgr
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verbinden van mensen
(veel informatiestromen - vooral bij @nuon )
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INSPIRATIEik ga je niet vertellen wat je moet doen
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vragen:@haroldkip #ssc14
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#gastvrouw
#gastheer
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#webcare staat (nog) niet in de dikke van dale
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@vandaleuitgever
#webcare
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in een paar jaar tijd is de digitale relatie
die #webcare teams onderhouden,
bijna een commodity geworden.
als klant verwachten we eigenlijk niet anders ...
eric van roekel (@evr) – ING
marketingfacts.nl/berichten/when-digital-becomes-human-van-steven-van-belleghem
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66% van de consumenten
plaatst een klacht online,
omdat klachtafhandeling
via bedrijfskanalen tekort schiet
lotte willemsen (@lottewillemsen) – universiteit van amsterdam
slideshare.net/insided/webcare-als-modern-gastheerschap
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organisaties verstuurden 66% meer reacties
consumenten spraken 56% vaker tegen organisaties
17% reacties op berichten zonder @-mention
40% van @-mentions wordt beantwoord
rens dietz (@rensdietz) – coosto
webcare 2013 (#kwo13)
coosto.com/nl/blog/kwo13-kwantitatieve-cijfers-over-webcare-anno-2013
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organisaties verstuurden 66% meer reacties
consumenten spraken 56% vaker tegen organisaties
17% reacties op berichten zonder @-mention
40% van @-mentions wordt beantwoord
rens dietz(@rensdietz) – coosto
webcare 2013 (#kwo13)
coosto.com/nl/blog/kwo13-kwantitatieve-cijfers-over-webcare-anno-2013
dat is dus een enorme commerciële kans!
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#webcare is nog steeds voor de grote jongens
arne keuning (@arnekeuning) – marketingfacts
marketingfacts.nl/berichten/wat-is-stand-van-webcare-2013
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disclaimer: @komproeven is een @nuon #klant
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disclaimer: @komproeven is een @nuon #klant
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#webcare is volwassen(er) aan het worden
structureel ingebed
organisatiebrede doelstelling
korte reactietijden
oplossingsgericht
succesfactoren: snelheid, humor en beloftes nakomen
excellente service als organisatiebrede doelstelling
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aandachtsgebieden
‘infovragen’ blijven belangrijk
niet alleen maar klachten oplossen
meer de dialoog aangaan
openingsdagen en -tijden
de lat ligt hoog door de ‘klm norm’
reële verwachtingen communiceren
duidelijke belofte
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uitdagingen
overtuigen van management (impact & belang)
kennis bij collega’s
verandering naar een sociale organisatie
tijdige en vooral goede antwoorden
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oktober 2011 blaisegv.com/community-management-resources/insights-from-experienced-community-managers-ebook
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de tweets van @kitty_madison zijn afgeschermd
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@nuon #vraaghetrob
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@nuon #vraaghetrob
het is dus écht echt
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storify.com/haroldkip/ijburg-college
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storify.com/haroldkip/ijburg-college
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stelling(mijn toekomstvisie)
#webcare – of liever: #socialservice,
gaat nóg meer persoonlijk worden
niet perse vanuit de officiële kanalen,
maar meer collega’s gaan bijdragen
op persoonlijke titel
(denk aan de reacties van jilt, albert en rob)
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vragen:@haroldkip #ssc14
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marketingfacts.nl/berichten/hoe-doet-nuon-klantenservice-via-social-media