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Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
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Social Design - Making it a better cat and mouse game - #socialbydesign

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My slides for the Capgemini event Social By Design (#socialbydesign) in which I explained how you can apply a set of six social design elements to make a better social experience.

My slides for the Capgemini event Social By Design (#socialbydesign) in which I explained how you can apply a set of six social design elements to make a better social experience.

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  • The product failed and the customer service failed.
  • Transcript

    • 1. Social DesignTo make it a better cat and mouse gameJune 2012 – Rick Mans – Social Media Lead
    • 2. Rick MansCapgemini@rickmansslideshare.net/rickmansdontmindrick.com
    • 3. We seem to be excited about great customer service
    • 4. 70% of all complaints on social media is because of a double failure
    • 5. 57% has to switch from web to phone
    • 6. 59% moderate to high effort to solve their issue
    • 7. 59% being transferred
    • 8. 62% have to repeatedly contact the company to solve the issue
    • 9. 79% of consumers have passed on a negative experience
    • 10. 82% will stop doing business with a company because of a negative experience
    • 11. Loyalty Prevention Department
    • 12. A cat and mouse game
    • 13. Consumers are not the mice
    • 14. f-commerce
    • 15. f-commerce
    • 16. What the audience is doing
    • 17. Your offer
    • 18. Best practices?
    • 19. Connectivity Participation Data Identity Trust Shareable
    • 20. Connectivity Participation Data Identity Trust Shareable
    • 21. Connectivity Participation Data Identity Trust Shareable
    • 22. Connectivity Participation Data Identity Trust Shareable
    • 23. Connectivity Participation Data Identity Trust Shareable
    • 24. Connectivity Participation Data Identity Trust Shareable
    • 25. Connectivity Participation Data Identity Trust Shareable
    • 26. Connectivity Participation Data Identity Trust Shareable
    • 27. Connectivity Participation Data Identity Trust Shareable
    • 28. Connectivity Participation Data Identity Trust Shareable
    • 29. Connectivity Participation Data Identity Trust Shareable
    • 30. Connectivity Participation Data Identity Trust Shareable
    • 31. Connectivity Participation Data Identity Trust Shareable
    • 32. Connectivity Participation Data Identity Trust Shareable
    • 33. Connectivity Participation Data Identity Trust Shareable
    • 34. Rick MansCapgemini@rickmansslideshare.net/rickmansdontmindrick.com

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