klantbelevingsconferentie.nl
DESCRIPTION
Hoe moeten we ons voorbereiden voor de klant van morgen? Niet door de klantservice afdeling te reorganiseren maar om het hele bedrijf erbij te betrekken met moderne social media zoals video, blogs, twitter, facebook etc.TRANSCRIPT
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Vincent Everts?
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Social Media
2.0
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• Mijn Tools
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Videoblogger
Talk to Me!
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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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Not always good!
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Olie Future?
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DELL Case
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Dell notebooks
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Dell & Social Media
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• 100k employees
• 12 people listen to conversation
• 15 people create policy
• 30.000 did SMACU Training & can listen
• 4.000 can speak on behalf of Dell on Twitter/Facebook/Blogs
Dell social media
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• 2007 Twitter: Whats hot?
• 2009 4Square Which locations are hot?
• 2012 Highlight: Location based social media
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Location based Social Media
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White pages Appje
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Whit.li api
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Lytro camera
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Measure yourself
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Bodymedia
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The connected everything
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Urthecast Earth HD streaming
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internet connected TV
2010: 425.0002011: 820.0002013: 60%
bron: GfK
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• Tablets everywhere!
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Internet is pain!
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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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7
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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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• $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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1 miljardWhatsApp berichten per dag
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12
IMPACT ON BUSINESS
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17
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tekst
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Online bestedingen
2011: 10 billion euro
2009: 9 billion euro
bron: thuiswinkel.org
Web-influenced 48 miljard
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ProductinformatieSocial tools
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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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beta
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YouTube uploadsper minute
0
11
22
33
2007 I 2007 II 2008 I 2008 II 2009 I 2009 II 2010 I 2010 II
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Who talks
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Social Networking
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Customer service
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“What are you doing in 140 characters”
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15th March 2012 – Social Media at Atradius / Rhian Thomas / Volendam Page
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The world is obsessed with Facebook
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15th March 2012 – Social Media at Atradius / Rhian Thomas / Volendam Page
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15th March 2012 – Social Media at Atradius / Rhian Thomas / Volendam Page
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• s
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Web 2.0 Trend:Co-Creation
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49
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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