Natasha Friis Saxberg
Partner at Webcom ApS - fine web since 1996
Founder of Mentory
Co-author of the Danish Twitter book
“Twitter - mass communication with140 characters”
Affiliated at The Danish Institute for Futures Studies
Startups produced by Webcom Labs:
Mentory.com - global mentorship community
Eksperten.dk - largest IT community in Scandinavia
Nodeville.com - visualizing semantic data relations
Thursday, October 22, 2009

real time
RETURN ON INVESTMENT
Thursday, October 22, 2009

WHY DO WE DO IT?
Thursday, October 22, 2009

IT´S ALL ABOUT
PROFILING
Thursday, October 22, 2009

IT´S ALL ABOUT...
THE PERFECT ONLINE ME
RECOGNITION
Thursday, October 22, 2009

IT´S ALL ABOUT ME
IN A SOCIAL RELATION
CURIOSITY
Thursday, October 22, 2009

SOCIAL WEB BEHAVIOR
profiling Self-
actualization
recognition Esteem
curiosity Love/belonging
Safety
Physiological
SOCIAL WEB BEHAVIOR MODEL:
NATASHA FRIIS SAXBERG Maslow´s hierarchy of needs
Thursday, October 22, 2009

Play by the rules of
AUTHENTICITY
Thursday, October 22, 2009

LISTEN!
Thursday, October 22, 2009

ACT!
Thursday, October 22, 2009

“The first rule of the Fight Club:
Don´t talk about the Fight Club.”
Thursday, October 22, 2009

PRODUCTS ARE SYMPTOMS
OF THE VISION
Thursday, October 22, 2009

WHY SHOULD
CORPORATIONS DO IT?
Thursday, October 22, 2009

STRATEGY!
Thursday, October 22, 2009

HOW TO INTEGRATE
PROCESS: CUSTOMER SUPPORT
CASE SYSTEM
PHONE
EMAIL & CHAT
INTERNET FORM
TWITTER (AND OTHER SOCIAL SERVICES)
Thursday, October 22, 2009

HOW TO MEASURE
CASE - INNOVATION FROM CUSTOMER SUPPORT
START
MEASURE EVALUATE MEASURE
BEFORE GOALS
PER MONTH: RESULT CHANGE IN
IDEAS PER ACTION
ACTION = ACTION ACTION =
MONTH MEDIA
RESULT? MORE IDEAS?
EXP. IDEAS
STRATEGIC
CUSTOMER SUPPORT - INNOVATION GOALS
Thursday, October 22, 2009

SHOW ME THE MONEY!
Thursday, October 22, 2009

SERVICE & SUPPORT
Thursday, October 22, 2009

WHY?
Thursday, October 22, 2009

MARKETING
Thursday, October 22, 2009

INNOVATION
Thursday, October 22, 2009

RECRUITMENT
Thursday, October 22, 2009

THE CAUSE
Thursday, October 22, 2009

AGGREGATE
Thursday, October 22, 2009

RETURN ON IGNORING
Thursday, October 22, 2009

?
natasha@saxberg.dk
@nfsaxberg
natasha.saxberg.dk
webcom.dk
mentory.com
twitterbogen.dk
Thursday, October 22, 2009