UK Book launch of The Conversation Company (by Steven Van Belleghem)

……………………………………………………….… Who we are……………………………………………………….… #convcompany

……………………………………………………….… Our vision……………………………………………………….… Who we are

………………………………………….………..……………..………………………………………… Some of our UK customers………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Today‟s programme………………………………………….………..……………..…………………………………………

………………………………... …………………………………….….. #convcompany

Who has HEARD aboutSteven„s previous book,The Conversation Manager?

Who has READ a copy ofSteven‟s previous book,The Conversation Manager?

@kristofdewulf

……………………………………………..@kristofdewulf

24,000 …………………………………………….. books sold@kristofdewulf

best …………………………………………….. marketing book 2010 (PIM)@kristofdewulf

+200 …………………………………………….. speeches and workshops@kristofdewulf

14 …………………………………………….. countries@kristofdewulf

35,000 …………………………………………….. people inspired@kristofdewulf

1,2 mio …………………………………………….. views on SlideShare@kristofdewulf

12,000 …………………………………………….. Twitter followers@kristofdewulf

“What I am still missing in the book is what this all means to organisations. How do we turn around traditional organisations?” Erik Van Roekel, Editor Marketingfacts Follow him: @evr@kristofdewulf

@kristofdewulf

………………………………………….………..……………..………………………………………… Consumers are probably the most effective consultants your company can hire.………………………………………….………..……………..………………………………………… @kristofdewulf

………………………………………….………..……………..………………………………………… Research redefined Helping you grow into a Conversation Company………………………………………….………..……………..………………………………………… Two-way Engaging Ongoing Activating @kristofdewulf

EMPLOYEES CUSTOMERS……………………………………………. …………………………………………….Internal knowledge External knowledge Inspire your employees Learn how customers are and drive action through already helping you today in-company workshops and amplify their support……………………………………………. ……………………………………………. @kristofdewulf

Evolution Telenet & Belgacom conversations December 2010 Sentiment (positive MINUS negative) 600 The launch of Yelo created a peak in Yelo was discussed with low Telenet conversations on 17/12 and emotionality, but on average in a 500 20/12. However, the conversations positive way. Overall, Telenet’s online faded out quickly afterwards. In conversations became more positive, January, there was a new small peak but this was a result of other 1, 4 1, 1, 4 1, 1, 4 1, % Positive when Telenet announced something conversation topics becoming more 2 2 2 1, 1, 1, 400 0 0 0 new, and users hoped it would be Yelo positive (CSR, jobs & campaigns), not 0, 8 0, 8 0, 8 for PC or Android. so much because of Yelo. 0, 6 0, 0, 6 0, 0, 6 0, 32% 4 4 4 0, 0, 0, 2 2 2 300 0 0 0 - - - 0, 0, 0, 2 2 2 - - - 0, 0, 0, 4 4 4 - - - 0, 0, 0, 6 6 6 - - - 200 0, 8 0, 8 0, 8 % Negative - - - 1, 1, 1, 0 0 0 - - - 1, 1, 1, 2 2 2 - - - 1, 1, 1, 4 4 4 100 10% 0.43 0.53 0.33 N = 13033 N = 19123 N = 2432 0 + 0.04 + 0.01 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Telenet 82 108 62 80 129 168 56 172 106 84 47 53 107 40 27 60 551 427 215 334 96 69 94 44 25 50 88 66 64 62 48 Belgacom 75 102 74 24 18 59 41 34 79 71 2 55 75 87 93 82 105 35 29 22 51 37 62 44 22 27 14 57 66 35 18 Positive Yelo topics Negative Yelo topics 2% Live TV-viewing Not for all devices (Budget) Yelo conversation topicsSentimeter Innovative & cool Bugs & errors Alternatives 5% Free Beta version VOD issues Overall, Yelo 1. Porting to other conversations are about platforms, starting with the New TV occasions Initial log-in issues OtherProducts Betatest 8% the current functions PC, then android. and the devices on 2. Opening up access- which Yelo can, or ibility: not having the Social media sources Quality cannot be used. combination of Telenet D- Occasions Current TV and Telenet Internet = 2% Advertisement Content Suggestions to improve 5% 2% Most of the online functionality no Yelo. 8% 5% Questions Launch the product were often buzz about Yelo Competitors 3. Streaming your 8% mentioned as well. happened on Twitter. recordings to your device. Twitter Blogs were a second Cocreation Devices The Yelo website is 4. A better TV guide (also blogs Twitter popular platform to mentioned in a rather on Yelo.be) blogs talk about Yelo. Yelo.be forums negative way, due to it 5. Adding flexview: forums Facebook Facebook only Improvements being down during the Pausing the Live Stream Facebook accounted for a very launch. There are no Adding Net gemist/ooit 85% small share of the 85% Problems true winning themes so gemist to VOD offer. Yelo conversations. far. Volume @kristofdewulf 85%

EMPLOYEES CUSTOMERS…………………………………………………… Pilot projects Customers support employees in specific challenges throughshort-term research communities…………………………………………………… @kristofdewulf

@kristofdewulf

EMPLOYEES + CUSTOMERS…………………………………………………… …………………………………………….Structural collaboration Employees and customers work together through an ongoing research community …………………………………………….…………………………………………………… @kristofdewulf

EVERYBODYFAMOUS @kristofdewulf

@Steven_insites Steven@insites.eu

………..……………………...Conversationsare the driver ofbusiness growth.………..……………………...

Yo u h a v e l o a d s o f………………………………………….………..……………..………………………………………… Unused Conversation Potential !………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… We are facing a checklist attitude………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Twitter is full of lonely branded accounts………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Lonely Facebook fans………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Unused Conversation Potential………………………………………….………..……………..…………………………………………

………..………………………Open youreyes & earsStart lookingfor your UnusedConversationPotential.It‟s everywhere.………..………………………

………………………………………….………..……………..………………………………………… Towards a Conversation Company………………………………………….………..……………..………………………………………… The Conversation Company optimizes the conversation potential

………………………………………….………..……………..………………………………………… Conversation Company boosts your business through:………………………………………….………..……………..………………………………………… Social Media People ………………………… Culture …………………………

………………………………………….………..……………..………………………………………… Company Culture is the Conversation Guide………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Do you have clear corporate values?………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Are the corporate values integrated into everything you do?………………………………………….………..……………..…………………………………………

……………………………………………………….…Brand positioningis the long term effectof company culture……………………………………………………….…

……………………………………………………….…Company Culture isNOT about being FUN……………………………………………………….…

……………………………………………………….… Company Culture is about having a clear identity and staying loyal to it in everything you do.……………………………………………………….…

……………………………………………………….…These guys are prettyserious about itAnd they outperform the market.……………………………………………………….…

………………………………………………Company Cultureis the only longterm strategy ofthe ConversationCompany………………………………………………

……………………………………………A remarkable companyculture works.Every company has it’sstories and ambassadors,like Nike’s Ekins.Capitalize on these storiesand turn your employees inan army of ambassadors.……………………………………………

………………………………………….………..……………..………………………………………… Conversation Company boosts your business through:………………………………………….………..……………..………………………………………… ………………………… People ………………………… Social Media Culture

………………………………………..….…Where does everyconversation start?………………………………………..….…

…………………………………….In the Conversationage, PEOPLE arethe media…………………………………….

………………………………………….………..……………..………………………………………… Unused Conversation Potential: Customers………………………………………….………..……………..………………………………………… 28%

………………………………………….………..……………..………………………………………… Unused Conversation Potential: Employees………………………………………….………..……………..………………………………………… 40%

Conversations from internal stakeholders Proud Conversation company company Boring Adored company company Conversations from external stakeholders

Conversations from internal stakeholders Proud Conversation company company Boring Adored company company Customer experience Conversations from external stakeholders

………………………………….Really, unusedconversationpotential canbe foundeverywhere………………………………….

Conversations from internal stakeholders Proud Conversation company company Culture & news content Boring Adored company company Conversations from external stakeholders

……………………………….…Help themIn being proudabout theirown job…………………………….……

…………………………………You do itoffline, nowdo it onlineas well…………………………………

………………………………………….………..……………..………………………………………… Can employees use social media?………………………………………….………..……………..…………………………………………

………………………………………….…. The magic words:Train & facilitate………………………………………….….

Conversations from internal stakeholders Proud Conversation………………………………….… company companyConnectionslead to growth(McKinsey)………………………………….… Boring Adored company company Conversations from external stakeholders

……………………………….…Become anopen kitchen…………………………….……

………………………………………….………..……………..………………………………………… Transparency is a strength, not a threat………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… People are a strength, not a threat………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Conversation Company boosts your business through:………………………………………….………..……………..………………………………………… ……………………………….…… People Social Media ……………………………….…… Culture

………………………………………….………..……………..………………………………………… Social Media are NOT the goal………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Social Media are the perfect partner of the Conversation Company………………………………………….………..……………..…………………………………………

…………………………………………Until now, weonly used thefirst dimensionof their power…………………………………………

…………………………………Firstdimension:people tobuild reach…………………………………

…………………………………………… We have seen amazing campaigns………………………………………….………..……………..…………………………………… where people create additional reach ……………………………………………………………………………………….………..……………..……………………………………

…………………………………Seconddimension:Collaboration…………………………………

……………………….…Great stuff!But………………………….…

………………………………………….………..……………..………………………………………… Co-Creation is NOT enough………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Co-creation is often too opportunistic.………………………………………….………..……………..…………………………………………

………………………………………From Co-Creationto Collaboration………………………………………

………………………………………StructuralCollaboration………………………………………

Structural collaboration Low Low HighReach High

HighStructural collaboration Low High Current focus of Low most companies Reach

HighStructural collaboration Low All four High quadrants have value Low Reach

Structural collaboration Low Low HighReach High

High Consumer Broad, openStructural collaboration consulting Collaboration board Low High Conversations Customer Content Experience Low Reach

………………………………………….………..……………..…………………………………………A true people centric Company Culture………………………………………….………..……………..………………………………………… Collaboration Content Employees Conversations Customers Customer Experience OPEN AUTHENTIC POSITIVE

………………………………………….………..……………..…………………………………………A true people centric Company Culture………………………………………….………..……………..………………………………………… Collaboration Content Employees Conversations Customers Customer Experience Customer Experience is about what you DO, Not what you SAY.

………………………………………….………..……………..………………………………………… Unused Conversation Potential: Customer Experience………………………………………….………..……………..………………………………………… Service schizophrenia

……………………………………………………….…These guys are prettyserious about it……………………………………………………….…

…………………………………………..CustomerExperience TAC…………………………………………..

…………………………………………..CustomerExperience…………………………………………..

………………………………………….………..……………..…………………………………………A true people centric Company Culture………………………………………….………..……………..………………………………………… Employees Conversations Customers Conversation Management is about observing, facilitating & joining.

………………………………………..……..…Conversation………………………………………..……..…

………………………………………….………..……………..…………………………………………A true people centric Company Culture………………………………………….………..……………..………………………………………… Content Employees Customers Content should be the start of a good conversation

………………………………………….………..……………..……………………………………………………………………………….………..……………..……………………………………

………………………………………….………..……………..………………………………………… Unused Conversation Potential: Content………………………………………….………..……………..………………………………………… Content does NOT equal campaign

………………………………………….………..……………..………………………………………… Content………………………………………….………..……………..………………………………………… Specific update, project or campaign

………………………………………….………..……………..…………………………………………………………………………………….………..……………..…………………………………………

………………………………………….………..……………..…………………………………………A true people centric Company Culture………………………………………….………..……………..………………………………………… Collaboration Employees Customers Collaboration is an extreme form of customer centricity.

………………………………………….………..……………..………………………………………… Consumers are probably the most effective consultants your company can hire.………………………………………….………..……………..…………………………………………

………………………………………..……..…CollaborationInvolve customers inEVERYTHING you do.………………………………………..……..…

…………………………They areemployeesthat arenot on thepayroll…………………………

@Steven_insites Steven@insites.eu

ROADMAP to CHANGE………………………………………….………..……………..………………………………………… Road to BECOME a Conversation Company………………………………………….………..……………..…………………………………………

………………………………………….………..……………..………………………………………… Start now!………………………………………….………..……………..…………………………………………

Thank you!………………………………………….………..……………..………………………………………… Let’s connect on linkedin.com/in/stevenvanbelleghem @steven_insites Steven@insites.eu………………………………………….………..……………..…………………………………………

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UK Book launch of The Conversation Company (by Steven Van Belleghem)

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