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Social Business - Guest Lecture at YES!Delft

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  • 1. Social Business Little surprises around every corner, but nothing dangerous
    June 2011 – Rick Mans – Social Media Lead
  • 2. This is a story of an ordinary little boy named Charlie Bucket. He was not faster, or stronger, or more clever than other children. His family was not rich or powerful or well-connected; in fact, they barely had enough to eat. Charlie Bucket was the luckiest boy in the entire world. He just didn't know it yet. 
  • 3. Consumers
    ahead of business
  • 4. We’renot in Wonderland anymore, Alice
  • 5. Costsavings
  • 6. IncreaseMargins
  • 7. Increaserevenues
  • 8. Impacting
    business goals
  • 9. Productivity
    killers:
    meetings and emails
  • 10. Your most loyal promotor
  • 11. Useyourcustomers
  • 12. Analytics
  • 13. It was never so easy to connect with so many people.
  • 14. It was never so hard to get somebody’s attention.
  • 15. How can you connect with your audience and turn them into passionate fans.
  • 16. From outsider to evangelist
  • 17. 10
    You cannot create a community.
  • 18. 9
    It is about your fans.
    It is not about you.
  • 19. 7
    Know where your (future) fans are.
    Go to them.
  • 20. 8
    It is not a linear process all the time.
  • 21. 6
    Leading by example is key.
  • 22. 5
    There is still an offline world.
    Do not ignore the old media.
  • 23. 4
    Success won’t come overnight.
  • 24. 3
    Care about your fans.
    Care about every single one of them.
    You passionate fans will outperform every marketing department and every agency.
  • 25. 2
    Make them an offer they cannot refuse.
    Build a relationship.
    Be a friend.
  • 26. 1
    Don’t be a jerk.
    It is not about you.
    It is about them.
  • 27. Opportunities
  • 28. Opportunity Areas
    Product development
    Marketing
    Production
    Sales
    Service
  • 29. Turning satisfied customers into successful marketeers
    Marketing
  • 30. Participate in online conversations
    Marketing
  • 31. Let your customers develop and design your next product
    Product development
  • 32. Boost Knowledge Sharing and Creativity
    Production
  • 33. Make Knowledge Work More Efficient
    Production
  • 34. From Short Term Cashing
    To Long Term Earning
    Sales
  • 35. Relationship First.
    Transactions Will Follow.
    Sales
  • 36. Reach Out to Your Customers before they complain
    Service
  • 37. Your customer can become your most valued service representative
    Service
  • 38. Relations, not transactions
    Consumerevangelisme
    Upsell
    Transaction
    Customer phases
    Customer needs
    Required activities
  • 39. Transformation
  • 40. Your company is already going through a social transformation
  • 41. Overview Social Transformation Strategies
  • 42. Business Areas impacted by
    Social Transformation Strategies
  • 43. SMILE
    Activities
    Supporting
    • Help customers and let customers help themselves and others
    • 44. Ensure there is a platform for them where they can find you, the brand, and other customers
    Meshing
    • Integrate customer feedback and input in your product cycles
    • 45. Create a place where customers can provide input on your product and where they can see the result.
    Interacting
    • Start solving real world problems
    • 46. Create an environment that promotes and enables co creation
    • 47. Use a platform in which you can interact with your customers
    Listening
    • Doing web care is a good way to get to know what is said about your products
    • 48. Give customers a platform on which they can share their thoughts.
    Evangelizing
    • Provide customers a home base with tools so they can promote you / your products
    • 49. Create easy promotion kits that can be reused over and over again.
  • SM I L E
  • 50. SM I L E
  • 51. SM I L E
  • 52. SM I L E
  • 53. SM I L E
  • 54. SM I L E
  • 55. SM I L E
  • 56. SM I L E
  • 57. Design principles
  • 58. Candy is Magical
  • 59. Changing the default
  • 60. It changes the product or service
  • 61. It changes the experience
  • 62. Why should we share this?
  • 63. Why should we not share this?
  • 64. What if customers are enabled for interaction?
  • 65. Is your service or product you offer sharable?
  • 66. GetYour Golden Tickets Now
  • 67. Your contact:
    Rick Mans
    Phone: +31 6 51 21 01 44
    E-Mail: rick.mans@capgemini.com
    Twitter: http://twitter.com/rickmans
    LinkedIn: http://nl.linkedin.com/in/rickmans
  • 68. Ifyoulikedthispresentation, youmightlikethis content as well
    Rick Mans & Joël van Gogh - Social Business Transformation How customers change your enterprise DNA
    http://www.nl.capgemini.com/expertise/publicaties/social-business-transformation/