• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Stop the paradox
 

Stop the paradox

on

  • 5,451 views

To move forward in word-of-mouth, companies need to stop the paradox: saying they care about clients, but in reality they don't care at all!

To move forward in word-of-mouth, companies need to stop the paradox: saying they care about clients, but in reality they don't care at all!

Statistics

Views

Total Views
5,451
Views on SlideShare
5,296
Embed Views
155

Actions

Likes
10
Downloads
204
Comments
4

13 Embeds 155

http://www.conversity.be 117
http://www.zoltanjanosi.com 15
http://www.thenakedbrand.com 10
http://www.linkedin.com 3
https://www.facebook.com 2
https://m.facebook.com&_=1369558849972 HTTP 1
http://translate.googleusercontent.com 1
http://paper.li 1
http://www.onlydoo.com 1
http://new.theconversationmanager.com 1
http://posterous.com 1
http://marcbreidbach.posterous.com 1
https://www.linkedin.com 1
More...

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel

14 of 4 previous next Post a comment

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
  • @phasselsmonning Some more recent facts and figures can be found in the presentation 'the 4 C's of the conversation company'. In this presentation the stats are not included, but the model is created based on a large European data set.
    The 4 C's deck contains more stats, hope that helps you further.
    Are you sure you want to
    Your message goes here
    Processing…
  • 'Start caring' is een terechte oproep aan veel bedrijven, ook in B2B. De Conversation Company verwijst op pag 125 naar dit Stop the Paradox-onderzoek. Hierbij staat aangegeven dat 'bedrijven sneller groeien dan hun sectorgenoten als ze deze vier componenten managen'. De vier componenten zijn de 4 C's: customer experience, conversatie, content en collaboratie.

    Dit klinkt plausibel. Waar zijn de kwantitatieve inzichten en conclusies te vinden die deze betere groei onderstrepen?
    Are you sure you want to
    Your message goes here
    Processing…
  • (Sorry, Only brazilian readers)
    Aprenda com a nova série: 50 e POUCAS DICAS
    https://sites.google.com/site/andreluizbernardesarticles/home/50_poucas_dicas_promover_blog_site

    01.COMPARTILHANDO REFERÊNCIAS ÚTEIS —
    http://www.slideshare.net/bernardes/50-e-poucas-dicas

    02.ASSINATURA EM E-MAILS, ARTIGOS E COMENTÁRIOS —
    http://www.slideshare.net/bernardes/50-e-poucas-dicas-02assinatura-em-emails-artigos-e-comentrios

    03.COMENTE TUDO, NÃO SEJA TÍMIDO —
    http://www.slideshare.net/bernardes/50-e-poucas-dicas-03
    Are you sure you want to
    Your message goes here
    Processing…
  • though provoking and creative great combination
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Stop the paradox Stop the paradox Presentation Transcript

    • Stop the Paradox
      Steven Van Belleghem -- @Steven_InSites
      @Steven_InSites
      Stop the Paradox
      by Steven Van Belleghem
      #CM48
    • Word-of-Mouth is growthdriver
      Word-of-Mouthjust happens
      @Steven_InSites #cm48
    • Word-of-Mouth is growthdriver
      73%
      Word-of-Mouthjust happens
      80%
      @Steven_InSites #cm48
    • @Steven_InSites #cm48
    • Clienthappiness is important
      Client service is tooexpensive
      @Steven_InSites #cm48
    • @Steven_InSites #cm48
    • % neverreplies to questions:
      11%throughcustomer service
      24%onbrandedsocial media
      28%onsocial media
      @Steven_InSites #cm48
    • Everyclient is important
      Ifonly 500 clients are unhappy, well…
      @Steven_InSites #cm48
    • 40%
      negative
      7%
      negative
      @Steven_InSites #cm48
    • The paradox?
      40%
      negative
      7%
      negative
      @Steven_InSites #cm48
      @Steven_InSites #cm48
    • We say we care,but we don’t
      40%
      negative
      7%
      negative
      @Steven_InSites #cm48
      @Steven_InSites #cm48
    • 2 simplequestions:
      40%
      negative
      7%
      negative
      @Steven_InSites #cm48
      @Steven_InSites #cm48
    • How important are happy clients?
      @Steven_InSites #cm48
      @Steven_InSites #cm48
    • Are youseriousaboutit?
      @Steven_InSites #cm48
      @Steven_InSites #cm48
    • 3 attitudes:
      40%
      negative
      7%
      negative
      @Steven_InSites #cm48
      @Steven_InSites #cm48
    • @Steven_InSites #cm48
    • 16%
      77%
      7%
      @Steven_InSites #cm48
    • How important are happy clients?
      Very important!
      Very open & positiveintentions!
      @Steven_InSites #cm48
      @Steven_InSites #cm48
    • Are youseriousaboutit?
      NO!
      @Steven_InSites #cm48
      @Steven_InSites #cm48
    • Only 1 option…
      40%
      negative
      7%
      negative
    • Happy clients
      Positive
      WOM
      Growth
      @Steven_InSites #cm48
    • Productdevelopment
      CO-CREATE
      Listening
      WOM strategy& policy
      Touchpoints experience
      Conversationson & offline
    • WOM strategy
      @Steven_InSites #cm48
    • Notanisland
    • Create context forsuccess
    • A policythatworks
    • 32%: policy in place
    • 42%: no interest
    • New KPIs
    • New KPIs: 38%
    • Reach: L - H
      Sentiment: neg - pos
      @Steven_InSites #cm48
    • As a manager
      As a brand
      As a peer
      Observe
      Facilitate/Co-create
      Join
    • As a manager
      As a brand
      As a peer
      Observe
      Facilitate/Co-create
      Join
    • 64%
      consider keeping track of what consumers are saying a priority
      2010
    • 2010
      20%
      Is tracking consumer conversations
    • Specific team listens
      Wholecompanylistens
      @Steven_InSites #cm48
    • 80%
      20%
      Specific team listens
      Wholecompanylistens
      @Steven_InSites #cm48
    • We are ALL listening
      Leads to higher business growth
    • As a manager
      As a brand
      As a peer
      Observe
      Facilitate/Co-create
      Join
    • 20%
      has a community
    • Highergrowth
      20%
      has a community
    • Co-Creation
    • As a manager
      As a brand
      As a peer
      Observe
      Facilitate/Co-create
      Join
    • 40%of companies is NOT present onsocial media
    • 20%of companies has a Twitter account
    • Stop the Paradox
      @Steven_InSites
      Stop the Paradox
      by Steven Van Belleghem
      #CM48
      @Steven_InSites #cm48
    • Productdevelopment
      CO-CREATE
      Listening
      WOM strategy& policy
      Touchpoints experience
      Conversationson & offline
    • Productdevelopment
      CO-CREATE
      R&D
      Operations
      Listening
      Board, HR
      Legal, IT
      WOM strategy& policy
      Marketing
      Sales,
      Communication &IT
      Touchpoints experience
      Conversationson & offline
      Cust ServiceSales, channel,
      IT & operations
    • ConversationManager
      Strategic level
      Coördinates WOM implementation
      Facilitate WOM in all departments
      KPI setting & follow up
      @Steven_InSites #cm48
    • Notanisland
    • Productdevelopment
      CO-CREATIE
      ConvMgr
      ConvMgr
      Listening
      WOM strategy& policy
      Touchpoints experience
      Conversationson & offline
      ConvMgr
    • ConversationManager
      Strategic level
      Coördinates WOM implementation
      Facilitate WOM in all departments
      KPI setting & follow up
      HR
      mkt
      sales
      R&D
      legal
      Com
      Serv
      Listening
      Co-create
      Join
      fans
      @Steven_InSites #cm48
    • Finalidea…
      @Steven_InSites
      Stop the Paradox
      by Steven Van Belleghem
      #CM48
      @Steven_InSites #cm48
    • Consumer in the boardroom
    • CCO
    • Chiefconsumerofficer
    • Thank you!Download bookfromapp store #iPadFirst interactivemgmbook!
      “This is the new conventional wisdom. Use it or lose!”
      Seth Godin
      author Purple cow
      Good luck!
      Questions, feedback, remarks:
      Steven@InSites.eu
      Follow me: @Steven_InSites
      Join me on LinkedIn
      www.theconversationmanager.com
      #CM48
      @Steven_InSites