academy oost congres - steven van belleghem
TRANSCRIPT
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Time to change
@StevenVBE
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It’s not about social media
@StevenVBE
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It’s not about technology
@StevenVBE
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Conversations build a reputation.
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You have l oads o f
Unused Conversation
Potential !
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Open your eyes & earsStart looking for your Unused Conversation Potential.It’s everywhere.
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Conversation Company boosts your business through:
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People
Culture
Social Media
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Company Culture is the Conversation Guide
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Brand positioning is the long term effect of company culture
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Company Culture is the only long term strategy of the Conversation Company
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Conversation Company boosts your business through:
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Culture
Social MediaPeople…………………………
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In the Conversation age, PEOPLE are the media
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28%
Unused Conversation Potential:
Customers………………………………………….………..……………..…………………………………………
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40%
Unused Conversation Potential:
Employees………………………………………….………..……………..…………………………………………
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Conversations from external stakeholders
Con
vers
atio
ns f
rom
in
tern
al s
take
hold
ers
Proudcompany
Conversationcompany
Boringcompany
Adoredcompany
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Conversations from external stakeholders
Con
vers
atio
ns f
rom
in
tern
al s
take
hold
ers
Customer experience
Proudcompany
Conversationcompany
Boringcompany
Adoredcompany
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Conversations from external stakeholders
Con
vers
atio
ns f
rom
in
tern
al s
take
hold
ers
Proudcompany
Conversationcompany
Boringcompany
Adoredcompany
Cul
ture
& n
ews
cont
ent
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The magic words:Train & facilitate
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Become anopen kitchen
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Conversation Company boosts your business through:
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People
Culture
Social Media……………………………….……
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Social Media are NOT the goal………………………………………….………..……………..…………………………………………
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Social Media are the perfect partner of the Conversation Company
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Until now, we only used the first dimension of their power
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First dimension:people to build reach
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Seconddimension:Collaboration
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Str
uct
ura
l co
llab
ora
tio
n
Low
Reach
High
Lo
wH
igh
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Str
uct
ura
l co
llab
ora
tio
n
Low
Reach
High
Lo
wH
igh
Current focus of most companies
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Str
uct
ura
l co
llab
ora
tio
n
Low
Reach
High
Lo
wH
igh
All four quadrants have value
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Str
uct
ura
l co
llab
ora
tio
n
Low
Reach
High
Lo
wH
igh
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Str
uct
ura
l co
llab
ora
tio
n
Low
Reach
High
Lo
wH
igh
Consumer consulting board
Conversations
Broad, open Collaboration
CustomerExperience
Content
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OPEN AUTHENTIC POSITIVE
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………………………………………….………..……………..…………………………………………A true people centric Company Culture
Employees Customers
Collaboration
Content
Conversations
Customer Experience
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………………………………………….………..……………..…………………………………………A true people centric Company Culture
Employees Customers
Collaboration
Content
Conversations
Customer Experience
Customer Experience is about what you DO,Not whay you SAY.
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Unused Conversation Potential:
Customer Experience………………………………………….………..……………..…………………………………………
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Service schizophrenia
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………………………………………….………..……………..…………………………………………A true people centric Company Culture
Employees Customers
Conversation Management is about observing, facilitating & joining.
Conversations
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………………………………………….………..……………..…………………………………………A true people centric Company Culture
Employees Customers
Content should be the start of a good conversation
Content
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Content does NOT equal campaign
Unused Conversation Potential:
Content………………………………………….………..……………..…………………………………………
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Content
Specific update, project or campaign
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………………………………………….………..……………..…………………………………………A true people centric Company Culture
Employees Customers
Collaboration is an extreme form of customer centricity.
Collaboration
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…………………………
They are employees
that are not on the payroll …………………………
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Start now!………………………………………….………..……………..…………………………………………
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Thank you!………………………………………….………..……………..…………………………………………
linkedin.com/in/stevenvanbelleghem
@stevenVBe
Let’s connect on
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Erwin Nyhoff