Teletrain liever geen mensen om service te geven
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Transcript of Teletrain liever geen mensen om service te geven
De beste service doe krijg je zonder mensen!
[email protected]+31647180864
@vincenteSlideshare.net/vincente
Thursday, September 29, 2011
De beste service doe krijg je zonder mensen!
[email protected]+31647180864
@vincenteSlideshare.net/vincente
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• Einstein?
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• Einstein?
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• Einstein?
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• Einstein?
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Wat is belangrijk?
‣authenticiteit
‣transparantie
‣eerlijkheid
‣delen
‣interactie
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De consument wegzetten als onkundig en teveel geld verdienen met een oneerlijk verhaal
Het einde van...
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Het einde van...
...oude business modellenThursday, September 29, 2011
Het einde van...
...de grote herenThursday, September 29, 2011
Het einde van...
...massa reclameThursday, September 29, 2011
De consument is...
‣Slimmer
‣Mondiger
‣Beter geinformeerd
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De nieuwe consument...
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De nieuwe directeur...
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En wat gebruiken ze...?
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En wat gebruiken ze...?
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En wat gebruiken ze...?
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Vincent Everts?
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Vincent Everts?
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Innovation acceleration
Innovation study trips:2008: China2009: Russia2010: Brazil
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Innovation acceleration
Innovation study trips:2008: China2009: Russia2010: Brazil
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Tudou.com earlier then YouTube
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Tudou.com earlier then YouTube
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Social Media
2.0
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• Mijn Tools
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Videoblogger
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Videoblogger
Talk to Me!
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• kassa
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Make your own company TV Channel
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Make your own company TV Channel
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www.yubby.comThursday, September 29, 2011
www.yubby.comThursday, September 29, 2011
Automatisch zoekenop 30 video netwerken
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www.yubby.comThursday, September 29, 2011
www.yubby.com
Eerste week:2.000 ingezonden video’s300.000 unieke kijkers
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Volg Vincent Everts livein zijn elektrische Leaf
- Live auto lifestats- Live streaming video- Live Google maps- Twitter met bestuurder- Twitter met de auto- Interviews
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Volg Vincent Everts livein zijn elektrische Leaf
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What are we going to talk about?
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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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1995/1996
1997
1998
2000
2008/2009
2010
2011
2012
early adaptorsearly mass
Later adaptors
later mass
the rest
The Web Social Media
{ }
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Web1.0
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Web1.0
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How do we spend our time?
4%6%
19%
33%
39%
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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
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Hoe groot is het internet?Thursday, September 29, 2011
107 biljoenE-mails verzonden in 2010
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295 miljardE-mails verzonden per dag
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89.1% SPAM
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255 miljoenwebsites
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1.9 miljardinternetgebruikers
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14.9 miljoeninternetgebruikers in Nederland
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152 miljoenAantal blogs
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25 miljardTweets in 2010
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100 miljoennieuwe Twitter accounts in 2010
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2 miljoenNederlandse Twitteraars
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10.8 miljoenHyves leden
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91%jongerenactief opsocial media
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30 miljardcontent items maandelijks
gedeeld op FacebookThursday, September 29, 2011
3 miljardbekeken video’s op YouTube
dagelijksThursday, September 29, 2011
48 uurvideo’s geupload op YouTube
per minuutThursday, September 29, 2011
70% interneterskijkenonline video
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Time & advertisement
Time online: 1,5 h pp/dayOnline adds !500M/yrAdds ! 0,07 pp/h
TV 3 hours/day/userAdvertisement !200M public + !600 commercialadvertisment/hour TV watching ! 0,06
NewsPapers 20 min/day!750M adv revenueAdds ! 2,00 pp/h
Magazines18 m/dayAdvertisement !700Reclame inkomsten: ! 2,50 pp/ph
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Comscore: CPA/CPC You are not rewarded for what you do
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Comscore: CPA/CPC You are not rewarded for what you do
85% never clicks on anything during the month3% does 80% of the clicks
80% increase in visiting websites within 2 month100% increase in search
17% increase in offline sales27% increase in online sales
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• $32 billion sales• 1 Billion searches/day• Money from Adwords• Almost nothing from
Youtube, Google earth/map, gmail, apps etc
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Google adwords
•Easy to set-up•Easy to budget•Price per keyword
Also onYouTube
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Why callvia computer?
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It’spersonal!
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It’spersonal!
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It’spersonal!
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§
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Future of TV?
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Opkomstinternet connected TV
bron: GfKThursday, September 29, 2011
Opkomstinternet connected TV
2010: 425.000
bron: GfKThursday, September 29, 2011
Opkomstinternet connected TV
2010: 425.0002011: 820.0002013: 60%
bron: GfKThursday, September 29, 2011
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IMPACT ON BUSINESS
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DELL Case
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DELL Case
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Dell notebooks
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Dell notebooks
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tekst
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tekst
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E-commerce worldwide
2010: !500B
+15%
bron: forrester
Web influenced: !3000BThursday, September 29, 2011
Online bestedingen
2010: 9 miljard euro
2009: 7,3 miljard euro
bron: thuiswinkel.org
Web-influenced 48 miljard
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ProductinformatieSocial toolsThursday, September 29, 2011
ProductinformatieSocial toolsThursday, September 29, 2011
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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
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Tablet market in 2014
112
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kindle
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Download everything wirelessly
Buy books wirelessly
E-ink technologie reads the best
240.000 titels
30 hours battery & fantastic userinterface
kindle
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Daar moeten we iets mee...
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• Status update website
• Steeds groter bereik in Nederland
• Volwassen doelgroep
• Tools bieden kansen
• Push mogelijk
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Twitter cijfers‣2 miljoen actieve Twitteraars
‣1.45% met meer dan 1000 volgers
‣62% tussen de 10 en 100 volgers
‣57% is man
‣Gemiddeld 27 jaar oud
bron: Twirus.nl
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Hoeveel per week
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Locatie?
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twitteren & luisteren: tweetdeck.comThursday, September 29, 2011
Hootsuite.com Twitter en Facebook samen beherenThursday, September 29, 2011
Hootsuite.com Twitter en Facebook samen beherenThursday, September 29, 2011
Topify.com weet wie je volgtThursday, September 29, 2011
Topify.com weet wie je volgtThursday, September 29, 2011
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T-mobile webcareKlagende Twitteraars
#fail
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T-mobile webcareKlagende Twitteraars
#fail
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T-mobile webcareKlagende Twitteraars
#fail
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T-mobile webcareKlagende Twitteraars
#fail
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T-mobile webcareKlagende Twitteraars
#fail
klagende tweets per minuut op het hoogtepunt 15
Tweets vanhet webcareteam in 2 dagen1156
minuten na de eerste melding via Twitter gaf T-mobile de storing toe107
aantal tweets waarin T-mobile zegt dat er geen compensatie wordt gegeven55
klagendeTwitteraarsin 2 dagen4683
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• s
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• s
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• Profielen website
• Grootste social netwerk in NL
• Brede doelgroep
• Pull mechanisme
• Adverteren mogelijk en is(nu nog) goedkoop
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Targeting• who live in the Netherlands• who live within 25 miles of Rotterdam• between the ages of 25 and 64 inclusive• who like facebook, twitter, social media, etc.• who speak Dutch
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Internet is pain!
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SocialMediaStrategie
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1. Rustig aanVoorkom social media burn-out
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2. Wat is je doel?Zorg dat je een doel hebt vastgesteld en hoe je dit kan bereiken. Bijvoorbeeld interactie met klanten, het vinden van prospects of klantenservice.
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3. Vind je publiekEr zijn drie dingen die je moet weten...
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Wie zijn ze?weet waar ze zich online bevinden
Vin
d j
e p
ub
lie
k
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Wat vindenze interessantzoek naar gedeelde
interesses, problemen en waardes
Vin
d j
e p
ub
lie
k
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Wat weten ze?Zoek uit wat ze weten
over je diensten ofproducten
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e p
ub
lie
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Vin
d j
e p
ub
lie
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Wat vindenze interessant
Watweten ze?
Wiezijn ze?
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d j
e p
ub
lie
k
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Bepaal welke social media netwerken je wil gaan inzetten.
5. Social Media driehoek
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Klanten werven
Website
So
cial
Me
dia
dri
eh
oe
k
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Klantenbinding
Weblog
So
cial
Me
dia
dri
eh
oe
k
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Solicitanten zoeken
Website
So
cial
Me
dia
dri
eh
oe
k
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5. Kies je toolsVind de social media tools die voor je beschikbaar zijn, test wat voor je werkt en zet ze in in de organisatie.
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6. EvalueerEvalueer de strategie, doelen en tools altijd en vier de successen.
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Stop met zendenThursday, September 29, 2011
Start met deelnemen!
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Social Media
2.0
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www.vincente.nl
www.yubby.com
www.interimic.nl
www.twitter.com/vincente
+31647180864
Vincent Everts
Thursday, September 29, 2011