Conversation management at Lampiris

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Presentatie conversation management & communities door Koen Delvaux, Jelle Wierdsma, Jean-Christophe Cipolla & Tom Van de Cruys,

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Conversation management at Lampiris

  1. 1. Conversation management Oktober 2013 @TomVandeCruys
  2. 2. Lampiris 2
  3. 3. Lampiris 3
  4. 4. Lampiris Groene elektriciteit & aardgas Belgisch & onafhankelijk België & Frankrijk Omzet €1 miljard & winstgevend 3de leverancier & 800.000 klanten 4
  5. 5. Predicting the future 5
  6. 6. From individualism & personalized responses 6
  7. 7. To virtual community & networked responses 7
  8. 8. To virtual community & networked responses A 1-2-1 discussion becomes a public conversation.
  9. 9. From communicating to customers 9
  10. 10. To creating an experience with the customer 10
  11. 11. To creating an experience with the customer Public conversations become powerfull marketing tools.
  12. 12. From hiding from the public eye 12
  13. 13. To the transparancy triumph 13
  14. 14. To the transparancy triumph Our values and the way we live them are key.
  15. 15. Conversation management @ Lampiris
  16. 16. Conversations are held everywhere 16
  17. 17. All employees can participate 17
  18. 18. But some are dedicated @kodel as the expert A customer care team with focus @JelleWierdsma & @Ci_jc & as the community managers 18
  19. 19. Yammer as a learning environment
  20. 20. Rule 1 20
  21. 21. Rule 2 21
  22. 22. But then… Identify yourself. Tell the truth. Be empathetic. 22
  23. 23. The easy ones 23
  24. 24. The difficult ones
  25. 25. The fun ones
  26. 26. The positioning ones
  27. 27. The MGM ones
  28. 28. The content
  29. 29. The very difficult ones
  30. 30. The very difficult ones
  31. 31. The very difficult ones
  32. 32. The very difficult ones
  33. 33. The very difficult ones
  34. 34. The very difficult ones
  35. 35. The very difficult ones
  36. 36. Measure
  37. 37. Wait, where will this all lead to?
  38. 38. Definition of a community values community activity interest
  39. 39. Mapping cases on the community dashboard Business process related Identification of members
  40. 40. Facebook page Case 1: Lampiris Facebook customer community
  41. 41. Facebook page Mapping cases on the community dashboard Business process related Facebook page Identification of members
  42. 42. Cocreation Case 2: Cocreation group for new invoices
  43. 43. Cocreation Mapping cases on the community dashboard Business process related Cocreation group Facebook page Identification of members
  44. 44. Grow a pair Case 3: Grow a pair campaign
  45. 45. Grow a pair Mapping cases on the community dashboard Business process related Cocreation group Grow a pair campaign Facebook page Identification of members
  46. 46. Yammer Case 4: Internal Yammer network
  47. 47. Yammer Mapping cases on the community dashboard Business process related Cocreation group Grow a pair campaign Identification of members Facebook page Internal Yammer
  48. 48. Twitter Case 5: Twitter as a WoM community
  49. 49. Twitter Mapping cases on the community dashboard Business process related Cocreation group Twitter WoM Grow a pair campaign Identification of members Facebook page Internal Yammer
  50. 50. Producers Case 6: Lampiris energy producers
  51. 51. Producers Mapping cases on the community dashboard Business process related Cocreation group Grow a pair campaign Energy producers Twitter WoM Identification of members Facebook page Internal Yammer
  52. 52. Tous au vert Case 8: Tous au vert community never made it.
  53. 53. Tous au vert Mapping cases on the community dashboard Business process related Cocreation group Tous Au Vert blog Grow a pair campaign Energy producers Twitter WoM Identification of members Facebook page Internal Yammer
  54. 54. Natuurpunt Case 9: Natuurpunt, community partnership
  55. 55. Natuurpunt Mapping cases on the community dashboard Business process related Cocreation group Tous Au Vert blog Grow a pair campaign Samen groener group Energy producers Twitter WoM Identification of members Facebook page Internal Yammer Natuurpunt offline
  56. 56. Samen Groener Case 10: Samen Groener, under construction
  57. 57. Samen Groener Mapping cases on the community dashboard Business process related Cocreation group Tous Au Vert blog Grow a pair campaign Samen groener group Energy producers Twitter WoM Identification of members Facebook page Internal Yammer
  58. 58. Energyrun Case 7: Green Energy Run B2B community
  59. 59. Energyrun Mapping cases on the community dashboard Business process related Cocreation group B2B Green Energy Run Samen groener Tous Au group Vert blog Energy Grow a pair producers campaign Facebook page Twitter WoM Identification of members Internal Yammer Natuurpunt offline
  60. 60. ? We are still planning for the ultimate community… Business process related Cocreation group B2B Green Energy Run Samen groener Tous Au group Vert blog Energy Grow a pair producers campaign Facebook page ? Twitter WoM Identification of members Internal Yammer Natuurpunt offline

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