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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

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

  • Social DesignTo make it a better cat and mouse gameJune 2012 – Rick Mans – Social Media Lead
  • Rick MansCapgemini@rickmansslideshare.net/rickmansdontmindrick.com
  • We seem to be excited about great customer service
  • 70% of all complaints on social media is because of a double failure
  • 57% has to switch from web to phone
  • 59% moderate to high effort to solve their issue
  • 59% being transferred
  • 62% have to repeatedly contact the company to solve the issue
  • 79% of consumers have passed on a negative experience
  • 82% will stop doing business with a company because of a negative experience
  • Loyalty Prevention Department
  • A cat and mouse game
  • Consumers are not the mice
  • f-commerce
  • f-commerce
  • What the audience is doing
  • Your offer
  • Best practices?
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Connectivity Participation Data Identity Trust Shareable
  • Rick MansCapgemini@rickmansslideshare.net/rickmansdontmindrick.com