Conversation managementThe service is the product@kodel
Me= @kodelLampiris= not your average company@kodel
Lampiris on social2011 CEO on Twitter2012 virtual team2013 callcenter + CM@kodel
CEO’s on TwitterPublic discussionwithin sector.Opinion making.Positioning.+approachablefor customers@kodel
Virtual Social MediaTeamBreak the silo’s.Inject thecustomer ineverydepartment.(hands & eyesfor 24/7)@kodel
Callcenter / CM workflowCommunityManager as‘virtualbartender’Callcenter tohelp customers(not: gateway)@kodel
Wait, where will this lead us?@kodel
Trends in customer service1.  disintermediation2.  frictionless service3.  crowdservice@kodel
DisintermediationIntermediates disappear from the value chain.@kodel
DisintermediationToday we want to:decrease contact rate (lower costs)handle calls faster (lower costs)maintain procedures ...
Technology enables frictionless service designFrictionless service@kodel
Today we want to:split B2B & B2C customersseparate processes according to departmentsbatch processing to optimise costsRes...
Customers want to help other customersCrowdservice@kodel
Today we want to:help customers on social mediaavoid calls by using a FAQengage with customers, e.g. in our campaignsResul...
Customer service in the future@kodel
Change the paradigmold:service= solving problemsnew:Service= connectingpeople around your brand@kodel
Service is the new marketingService is the new serviceService is the new productLet’s see how we can deal with this@kodel
Response to disintermediationenergy management will be our main serviceenergy supply will be a zero-profit business@kodel
Response to frictionless servicecustomer touchpoint mapping guides projectsresources and processes follow customer needs (...
Response to crowdserviceMGM to the next level: network of service angelsusers will receive status points for helping other...
Response to 2015 trendsdisintermediationprovide energy managementfrictionless servicecustomer touchpoint mappingcrowdservi...
Implementation details@kodel
Definition of a communityvaluescommunityinterestactivity(NOT: value ofthe marketingcampaign)@kodel
Case 1: Lampiris Facebook customer community@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpage@kodel
Case 2: Cocreation group for new invoices@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroup@kodel
Case 3: Grow a pair campaign@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a p...
Case 4: Internal Yammer network@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a p...
Case 5: Twitter as a WoM community@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a p...
Case 6: Lampiris energy producers@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a p...
Case 7: Green Energy Run B2B community@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a p...
Case 8: Tous au vert community gone wrong@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a p...
Case 9: Natuurpunt, community partnership@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a p...
Case 10: Samen Groener, under construction@kodel
Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a p...
We are still planning for the ultimate community…Business process relatedIdentificationof membersFacebookpageCocreationgrou...
Conclusion•  We love interacting with clients.Communities are a good instrument for this.•  It remains difficult to combine ...
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Conversation Management Lampiris: the service is the product

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Keynote given on June 10, 2013 for Vlerick Conversation Management Platform event in Brussels, Belgium.

Part 1 deals with the 3 trends in customer service: desintermediation, frictionless service and crowdservice.

Part 2 discusses the future of customer service: we will not use service to solve problems, but service will connect people around your brand (service as the new marketing)
.
In a third part, the presentation explains how Lampiris is responding to these challenges.

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Conversation Management Lampiris: the service is the product

  1. 1. Conversation managementThe service is the product@kodel
  2. 2. Me= @kodelLampiris= not your average company@kodel
  3. 3. Lampiris on social2011 CEO on Twitter2012 virtual team2013 callcenter + CM@kodel
  4. 4. CEO’s on TwitterPublic discussionwithin sector.Opinion making.Positioning.+approachablefor customers@kodel
  5. 5. Virtual Social MediaTeamBreak the silo’s.Inject thecustomer ineverydepartment.(hands & eyesfor 24/7)@kodel
  6. 6. Callcenter / CM workflowCommunityManager as‘virtualbartender’Callcenter tohelp customers(not: gateway)@kodel
  7. 7. Wait, where will this lead us?@kodel
  8. 8. Trends in customer service1.  disintermediation2.  frictionless service3.  crowdservice@kodel
  9. 9. DisintermediationIntermediates disappear from the value chain.@kodel
  10. 10. DisintermediationToday we want to:decrease contact rate (lower costs)handle calls faster (lower costs)maintain procedures (lower change cost)Result: we (our sector) will become irrelevant2015:increase contact rate (gain relevance)define new products (find new profits)@kodel
  11. 11. Technology enables frictionless service designFrictionless service@kodel
  12. 12. Today we want to:split B2B & B2C customersseparate processes according to departmentsbatch processing to optimise costsResult: customer needs to understand our structure2015:service design will replace project based planningcustomer lifecycle management will be automatedFrictionless service@kodel
  13. 13. Customers want to help other customersCrowdservice@kodel
  14. 14. Today we want to:help customers on social mediaavoid calls by using a FAQengage with customers, e.g. in our campaignsResult: both quality and cost are rising2015:customers login to solve customer problemswe will facilitate a community using brand statusCrowdservice@kodel
  15. 15. Customer service in the future@kodel
  16. 16. Change the paradigmold:service= solving problemsnew:Service= connectingpeople around your brand@kodel
  17. 17. Service is the new marketingService is the new serviceService is the new productLet’s see how we can deal with this@kodel
  18. 18. Response to disintermediationenergy management will be our main serviceenergy supply will be a zero-profit business@kodel
  19. 19. Response to frictionless servicecustomer touchpoint mapping guides projectsresources and processes follow customer needs (the boring part)@kodel
  20. 20. Response to crowdserviceMGM to the next level: network of service angelsusers will receive status points for helping other users@kodel
  21. 21. Response to 2015 trendsdisintermediationprovide energy managementfrictionless servicecustomer touchpoint mappingcrowdservicebuild MGM network of customers@kodel
  22. 22. Implementation details@kodel
  23. 23. Definition of a communityvaluescommunityinterestactivity(NOT: value ofthe marketingcampaign)@kodel
  24. 24. Case 1: Lampiris Facebook customer community@kodel
  25. 25. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpage@kodel
  26. 26. Case 2: Cocreation group for new invoices@kodel
  27. 27. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroup@kodel
  28. 28. Case 3: Grow a pair campaign@kodel
  29. 29. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a paircampaign@kodel
  30. 30. Case 4: Internal Yammer network@kodel
  31. 31. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a paircampaignInternalYammer@kodel
  32. 32. Case 5: Twitter as a WoM community@kodel
  33. 33. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a paircampaignInternalYammerTwitterWoM@kodel
  34. 34. Case 6: Lampiris energy producers@kodel
  35. 35. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a paircampaignInternalYammerTwitterWoMEnergyproducers@kodel
  36. 36. Case 7: Green Energy Run B2B community@kodel
  37. 37. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a paircampaignInternalYammerTwitterWoMEnergyproducersTous AuVert blogSamengroenergroupNatuurpuntofflineB2B GreenEnergy Run@kodel
  38. 38. Case 8: Tous au vert community gone wrong@kodel
  39. 39. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a paircampaignInternalYammerTwitterWoMEnergyproducersTous AuVert blog@kodel
  40. 40. Case 9: Natuurpunt, community partnership@kodel
  41. 41. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a paircampaignInternalYammerTwitterWoMEnergyproducersTous AuVert blogSamengroenergroupNatuurpuntoffline@kodel
  42. 42. Case 10: Samen Groener, under construction@kodel
  43. 43. Mapping cases on the community dashboardBusiness process relatedIdentificationof membersFacebookpageCocreationgroupGrow a paircampaignInternalYammerTwitterWoMEnergyproducersTous AuVert blogSamengroenergroup@kodel
  44. 44. We are still planning for the ultimate community…Business process relatedIdentificationof membersFacebookpageCocreationgroupGrow a paircampaignInternalYammerTwitterWoMEnergyproducersTous AuVert blogSamengroenergroupNatuurpuntofflineB2B GreenEnergy Run?@kodel
  45. 45. Conclusion•  We love interacting with clients.Communities are a good instrument for this.•  It remains difficult to combine relevancy(identification by members) and business value(contributes to our busines process)But: every step we have taken in communitydevelopment has made us better as a company.@kodel

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