trends 2015
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Trends 2015Rob Oostdam | MC-Advisory
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2015: the year that ‘Social Media Grows Up
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1. Spend Your Money Wisely,
•Volgens Forrester zal marketing $ 9,7 miljard investeren in social channels. Waarvan $ 8,3 miljard in social advertising.
•Het aangaan van engagement zou verstandiger zijn
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2. Focus op Customer Experience
•Permanent bijsturen van de gehele organisatie op basis van veranderingen van wensen van de klant
•KPI’s: Churnrate
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3. ART en AHT
•Focus op integratie in CC normen
•KPI’s gelijk trekken met “oude” kanalen
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4. Monitoring en services
•Monitoring is eindig!
•Wat doe je met de data?•CEM•Retention
• Integratie met Social Marketing Tools/analytics/
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5. Data
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5. Data
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6. Customer Care vs Customer Beware
•Klanten gaan elkaar helpen met customer care vragen
•Ondersteunen?• Loslaten?•Waarderen?•Omhelzen?
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7. Sociaal Autisme
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