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
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.

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  • The product failed and the customer service failed.
  • Social Design - Making it a better cat and mouse game - #socialbydesign

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

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