Stop the paradox
Upcoming SlideShare
Loading in...5
×
 

Stop the paradox

on

  • 5,625 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
5,625
Views on SlideShare
5,468
Embed Views
157

Actions

Likes
10
Downloads
204
Comments
4

13 Embeds 157

http://www.conversity.be 119
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
  • 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