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CC Facé presentation (13-10-2011)

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  • WelcomeWho am I?20 years of marketing (product and general marketing)10 years of international salesMe and social networkingMarketing strategy no longer worksMove towards face to face networkingMove towards social media
  • Livecast – platform to stream video from (video podcast with content)MMO = massive multiplayer onlineMOG = Massive online gameMMORP = Massively multiplayer online role-playing game
  • Another myth about social media
  • New stats from Nielsen Online show that by the end of 2008, social networking had overtaken email in terms of worldwide reach. According to the study, 66.8% of Internet users across the globe accessed “member communities” last year, compared to 65.1% for email. The most popular online activities remain search and Web portals (with around 85% reach) and the websites of software manufacturers.The far-reaching study also explored a number of other trends within the social networking space. In 2008, users spent 63% more time on member communities than they did in the previous year. However, within member communities, Facebook saw growth of 566% in time spent on it by users worldwide. As has been reported elsewhere, Facebook’s fastest growth demographic is older users – the social network tacked on 12.4 million people between ages 35-49 in 2008 according to Nielsen.Some other key findings from the report:- Globally, Facebook reaches 29.9% of global Internet users, versus 22.4% for MySpace.- MySpace remains the most profitable social network, generating an estimated $1 billion in revenue versus $300 million for Facebook in 2008.- Facebook is the top social network in all countries except Germany, Brazil, and Japan (Nielsen still has MySpace as tops in US in the report, but as of January ’09, that had changed).- On Twitter, CNN, The New York Times, and BBC have the greatest reach among mainstream media companies as of late February.Overall, most of these trends aren’t surprising if you’ve been following the space, but nonetheless, tie some numbers to them. Most impressive is the rise of Facebook, who is outpacing the growth of the social networking space on the whole by nearly tenfold.
  • Who doesn’t know about the “Will It Blend” series on YouTube? Created by George Write, the marketing director of Blendtec, the campaign was low cost and instantly became a hit. In the video, Tom Dickson the CEO of Blendtec, attempts to blend objects in their blender. This simple idea led to a “five-fold increase in sales”.Blendtec leveraged YouTube’s subscriber base and tried something fun and original. The campaign was a success and continues to entertain and sell.

THOCC cc cafe Presentation Transcript

  • 1.
  • 2.
  • 3.
  • 4. Worldwide SL Standard: 80/20.
  • 5.
  • 6.
  • 7.
  • 8. T H E H O U S E O F C O N T A C T C E N T E R S
    in samenwerking met RANDSTAD Callforce
    Certificaat Team Leader
    WORDT HIERBIJ TOEGEKEND AAN:
    Kenny Coenen
    Heeft met succes het volledige parcours van de Certificering doorlopen .
    LEIDING GEVEN IN EEN CONTACT CENTER
    Datum van toekenning:
    Houder van het Certificaat.
    The House of Contact Centers Randstad Callforce
  • 9. Hanne Jochems
    T H E H O U S E O F C O N T A C T C E N T E R S
    Certificaat
    Contact Center Management Expert
    WORDT HIERBIJ TOEGEKEND AAN:
    Heeft de Expert Class gevolgd en het eindwerk met succes voorgesteld en verdedigd
    Datum van toekenning:
    Inge Vissers David Gybels Marc Van Remoortere Christophe Vandecaveye
    Houder van het Certificaat
    The House of Contact Centers, programmacommissie en jury
  • 10. Mic Adam
  • 11. Is social Media a fad?
  • 12. Social Media activities
    • Awareness Building
    • 13. Inventory Services
    • 14. Policy Creation
    • 15. Training
    • 16. Monitoring
    • 17. Market research
    Mic Adam
  • 18. What is social media?
    Vanguard Leadership
    March,2010 (c)
  • 19.
  • 20. Social Media and Networking is of all ages!
    Classmates
    Facebook
    LinkedIn
    Twitter
    Ecademy
    Vanguard Leadership
    March,2010 (c)
  • 21. Turning big numbers into business
  • 22.
  • 23. How do you get started without loosing your reputation?
  • 24. How Social Media is thought to plug into a business
    My Marketing could use some of that social media!
  • 25. How Social Media actually plugs into a business
    Customer Acquisition
    Online Reputation Management
    Community Management
    Advertising
    P.R.
    Crisis Management
    Lead Generation
    Business Development
    Recruiting
    Market Research
    Education
    Internal collaboration
    Advocacy
    Marketing
    Sales
    Corporate Communications
    Customer Support
    Consumer Insights
    Business Measurement
    Thought Leadership
    Customer Retention
    Event Management
    Mobility
    Search/SEO
    Fund-Raising
  • 26. It is a two-way conversation!
  • 27. What is changing?
    Old world
    • Passive
    • 28. Wait for Calls
    • 29. Client visits you
    • 30. Exclusive
    • 31. Between you and the client
    • 32. Unequal
    • 33. Your are and have all the experts
    • 34. Scripted
    • 35. Canned Responses
    New World
    • Real-time
    • 36. Instant & ongoing
    • 37. Controlled by clients
    • 38. Permanent
    • 39. Posts are 24/7
    • 40. Public
    • 41. For all to see – Forum
    • 42. Equal
    • 43. Everyone is an expert
  • It is happening today!
  • 44. New wave – Trigger based outbound
  • 45. Social Media in the CC is a no brainer!
    Your CC is the logical home for SoM
    • Primary place for the customer contact information
    • 46. Staff in place to handle customer inquiries
    Your CC houses your CRM system
    CC team is gate keeper to escalate comments/discussions to the right people
  • 47. Process to implement Social media
    Awareness
    Building
    Inventory
    Social Media
    Policy
    Training
    Monitoring
    Goals, Objectives, strategy
    Teams
    Ambassadors
    Project: define –
    roll-out
  • 48. Create AwarenessAlert: The Bad & The good!
  • 49. Critical Success Factors
    Make your business case
    Decide where to house your efforts
    Develop a social media program
    Recruit & train front line agents
    Invest in technologies and tools
    Quality assurance
    Listen, Learn and Respond
    Advanced metrics
  • 50. Step 1: Make your Business Case
    • Get senior management on board
    • 51. Develop your business case to show Social Media will be used
    • 52. Define goals/purpose
    • 53. Reputation management, online sales, new product introduction, etc.
    • 54. Define your audiences
    • 55. Start listening to find out where they are
  • Step 2: Where to house efforts
    • Integrate the Social Media Channel into your CC
    • 56. Use CC as gatekeeper to escalate tweets and comments to right departments
    • 57. Include legal to support frontline staff
  • Step 3: Your Social Media Program
    • Create and implement a Social Media Policy
    • 58. Get all departments to contribute
    • 59. Focus on roll-out and implementation
    • 60. Create a procedure to deal with posts
    • 61. Negative
    • 62. Positive
    • 63. Define who can post and react
    • 64. Create opening hours
    • 65. Create metrics
  • Step 4: Recruit & Train
    • Pick agents to manage this channel
    • 66. Will become spokes people for the company
    • 67. Must be confortable with the channel
    • 68. Training should include:
    • 69. Turn fans into ambassadors
    • 70. Know the lingo
    • 71. Be transparent
    • 72. Concise (say something in 140 characters)
    • 73. Do’s and dont’s
  • Step 5: Invest in Technology
    • Many methods to monitor
    • 74. Tools vs Services
    • 75. Free vs Paid
  • Step 5: Investment in Technology
    • Basic tools
    • 76. Twitter search
    • 77. Google search
    • 78. Google Alerts
    • 79. Monitoring dashboards
    • 80. SocialMention
    • 81. Addictomatic
    • 82. Aggregators
    • 83. Tweetdeck
    • 84. Hootsuite
    • 85. Paid services
    • 86. Radian6
    • 87. Sysomos
    • 88. Engagor
    • 89. Tracebuzz
    • 90. Etc.
  • Step 6: Quality Assurance
    • Keep your eyes on the ball – things go VIRAL fast!
    • 91. Follow up with clients after contact
    • 92. Continuous training
  • Step 7: Listen, Learn & Respond
    • Listen
    • 93. What are people saying where? Are these comments good or bad? Who are the influencers?
    • 94. Learn
    • 95. Analyse sentiment to learn what customers want in real-time. Use this to generate leads or adjust your strategy?
    • 96. Respond
    • 97. Define the appropriate answer, be polite to the point, open en transparent
  • Step 8: Advanced Steps
    • Integrate into your CRM system
    • 98. Build profiles of your clients
    • 99. Use social media monitoring to adjust your strategy
    • 100. Turn your clients into ambassadors
  • What is next for YOU?
    Social Media activities
    • Awareness Building
    • 101. Inventory Services
    • 102. Business Case
    • 103. Policy Creation
    • 104. Training
    • 105. Monitoring
    Do not be left behind
  • 106. Connect with me!
    39
    be.linkedin.com/in/micadam
    https://twitter.com/micadam
    micvadam
    +32 478 50 41 35
    http://micvadam.wordpress.com
    http://bit.ly/cPdiom
    Vanguard Leadership (c) - May 2010
  • 107.
  • 108.
  • 109.
  • 110.
  • 111. Hans Cleemput
  • 112. I need a credit
    Telco: best one stop shop
    IT Helpdesk
    Me and my boss