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