Social Design To make it a better cat and mouse game
June 2012 – Rick Mans – Social Media Lead
Rick Mans
Capgemini
@rickmansslideshare.net/rickmansdontmindrick.com
We seem to be excited about great customer service
70% of all complaints on social media is because of a 'double
failure'
57% has to switch from web to phone
59% moderate to high effort to solve their issue
59% being transferred
62% have to repeatedly contact the company to solve
the issue
79% of consumers have passed on a negative experience
82% will stop doing business with a company because of a
negative experience
Loyalty Prevention Department
A cat and mouse game
Consumers are not the mice
What the audience is doing
PaParticipation
DaData
TrTrust
ShShareable
Social Design Elements
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
PaParticipation
DaData
TrTrust
ShShareable
CoConnectivity
IdIdentity
Rick Mans
Capgemini
@rickmansslideshare.net/rickmansdontmindrick.com