Workshop Webcare
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Transcript of Workshop Webcare
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workshoptrainingwebcare
customercareklantcontacten
klachtencomplimentencrowdsourcing
pro-actiefreactief
verbindentwitterfacebooklinkedinhyvesfora
WEBCARE [more than just handling online complaints]
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Social Media SprekerSocial Media KeynoteSocial Media Lezing
Jeroen van der Schenkjvdschenk jeroenvanderschenk
Add me as a contact in your mobile phone
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De invloed van TV
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TRANSPARANCY
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COMPANY
CUSTOMER
1.0 2.0 3.0
Source: Marco Derksen in Society 3.0
Media Landscape
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ONLINE KLACHT IS HET GEVOLG VAN FALEN
TRADITIONELE CUSTOMER SERVICE
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Why people complain online
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Why people complain online
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Crowdforcing
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PRO-ACTIEFVERSUS
REACTIEF
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ALS JE NIET MET MENSEN KUNT PRATEN OVER ZAKEN
DIE ER NIET TOE DOEN, KUN JE MET DIE MENSEN OOK NIET
PRATEN OVER ZAKEN DIE ER WEL TOE DOEN...
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:-) Happy mentions“Heb een fantastische avond gehad #FIJH. +1 voor @susannebo!”
:-| Neutral mentions“Gisteren bij #FIJH geweest in Seats2meet.com Utrecht.”
:-( Angry mentions“Wat een deceptie gisteren bij #FIJH. Waste of time and money....”
? Questions“Morgen naar #FIJH in Utrecht. Kan ik daar in de buurt gemakkelijk parkeren?”
Webcare: Onderscheid maakt machtig!
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BE FAST
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bron: infographic uitgekotst.nl
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14 DAGEN
24 UUR
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BE HUMAN
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BE LIKABLE
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FREE “WEBCARE”
TOOLS
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Twitter Advanced Search
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Yahoo! Pipes
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Socialmention.com
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Socialmention.com Alerts
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buzzdashboard
social mediaRSS
overzichtorganiseren
Netvibes.com
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contactenCRMsocial
bijhoudenmanagenbeheren
buzzcontactpersonen
linkedingmail
outlookagenda
afsprakentools
Gist.com
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twitterfacebooklinkedinemail
overzichtmelding
dashboardbuzz
mentionsvermeldingen
zoekresultatenwebcare
Nutshellmail.com
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twitteralert
waarschuwingfilterenfiltertools
twittertoolswebcaremelding
Twilert
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social bookmarkingbuzz
mentionsvermeldingen
opslaanbewaren
delensharing
Diigo.com
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Jeroen van der Schenkjvdschenk jeroenvanderschenk
Add me as a contact in your mobile phone
social media trainingsocial media workshop
social media adviessocial media toolssocial media tips
social media handleiding