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Teletrain liever geen mensen om service te geven
 

Teletrain liever geen mensen om service te geven

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Bij de klantendag van Teletrain een lans gebroken om service zonder mensen te leveren. Daarbij is de telefoon passee en gaat het vooral over de andere manieren waarop de consument communiceert

Bij de klantendag van Teletrain een lans gebroken om service zonder mensen te leveren. Daarbij is de telefoon passee en gaat het vooral over de andere manieren waarop de consument communiceert

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    Teletrain liever geen mensen om service te geven Teletrain liever geen mensen om service te geven Presentation Transcript

    • De beste service doe Vincent@Everts.netkrijg je zonder mensen! +31647180864 @vincente Slideshare.net/vincenteThursday, September 29, 2011
    • De beste service doe Vincent@Everts.netkrijg je zonder mensen! +31647180864 @vincente Slideshare.net/vincenteThursday, September 29, 2011
    • • Einstein?Thursday, September 29, 2011
    • • Einstein?Thursday, September 29, 2011
    • • Einstein?Thursday, September 29, 2011
    • • Einstein?Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Wat is belangrijk? ‣authenticiteit ‣transparantie ‣eerlijkheid ‣delen ‣interactieThursday, September 29, 2011
    • Het einde van... De consument wegzetten als onkundig en teveel geld verdienen met een oneerlijk verhaalThursday, September 29, 2011
    • Het einde van... ...oude business modellenThursday, September 29, 2011
    • Het einde van... ...de grote herenThursday, September 29, 2011
    • Het einde van... ...massa reclameThursday, September 29, 2011
    • De consument is... ‣Slimmer ‣Mondiger ‣Beter geinformeerdThursday, September 29, 2011
    • De nieuwe consument...Thursday, September 29, 2011
    • De nieuwe directeur...Thursday, September 29, 2011
    • En wat gebruiken ze...?Thursday, September 29, 2011
    • En wat gebruiken ze...?Thursday, September 29, 2011
    • En wat gebruiken ze...?Thursday, September 29, 2011
    • Vincent Everts?Thursday, September 29, 2011
    • Vincent Everts?Thursday, September 29, 2011
    • Innovation acceleration Innovation study trips: 2008: China 2009: Russia 2010: BrazilThursday, September 29, 2011
    • Innovation acceleration Innovation study trips: 2008: China 2009: Russia 2010: BrazilThursday, September 29, 2011
    • Tudou.com earlier then YouTubeThursday, September 29, 2011
    • Tudou.com earlier then YouTubeThursday, September 29, 2011
    • Social Media 2.0Thursday, September 29, 2011
    • • Mijn ToolsThursday, September 29, 2011
    • VideobloggerThursday, September 29, 2011
    • Videoblogger Talk to Me!Thursday, September 29, 2011
    • • kassaThursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Make your own company TV ChannelThursday, September 29, 2011
    • Make your own company TV ChannelThursday, September 29, 2011
    • www.yubby.comThursday, September 29, 2011
    • www.yubby.comThursday, September 29, 2011
    • Automatisch zoeken op 30 video netwerkenThursday, September 29, 2011
    • www.yubby.comThursday, September 29, 2011
    • Eerste week: 2.000 ingezonden video’s 300.000 unieke kijkers www.yubby.comThursday, September 29, 2011
    • Thursday, September 29, 2011
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    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Volg Vincent Everts live in zijn elektrische Leaf - Live auto lifestats - Live streaming video - Live Google maps - Twitter met bestuurder - Twitter met de auto - InterviewsThursday, September 29, 2011
    • Volg Vincent Everts live in zijn elektrische LeafThursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • What are we going to talk about?Thursday, September 29, 2011
    • What are we going to talk about? Web 1.0 Viral Marketing (PP) time consumption travel RSS Explained Web 2.0 Kindle explained Marketing 2.0 Google Adwords Tudou Google Docs Online video elections 2.0 Twitter Amazon Yubby Co-Creation Multitasking Google Streetview Online collaboration Social tools Dell Sucks Support 2.0 Viral Marketing Kryptonite Lock Enterprise 2.0 VMS Zoomz HD ebay news resume VMS Google trendsThursday, September 29, 2011
    • Thursday, September 29, 2011
    • The Web Social Media 1995/1996 { early adaptors early mass } 2008/2009 1997 Later adaptors 2010 1998 later mass 2011 2000 the rest 2012Thursday, September 29, 2011
    • Web 1.0Thursday, September 29, 2011
    • Web 1.0Thursday, September 29, 2011
    • 7Thursday, September 29, 2011
    • 7Thursday, September 29, 2011
    • 7Thursday, September 29, 2011
    • 7Thursday, September 29, 2011
    • 7Thursday, September 29, 2011
    • How do we spend our time? 4% 6% 39% 19% 33%Thursday, September 29, 2011
    • How do we spend our time? TV: 39% 178 min. 4% 6% Radio: 33% 151 min. 39% 19% Internet: 19% 86 min. Newspaper: 6% 20 min 33% Magazines: 4% 18 min TV Radio Internet Newspapers MagazinesThursday, September 29, 2011
    • Hoe groot is het internet?Thursday, September 29, 2011
    • 107 biljoen E-mails verzonden in 2010Thursday, September 29, 2011
    • 295 miljard E-mails verzonden per dagThursday, September 29, 2011
    • 89.1% SPAMThursday, September 29, 2011
    • 255 miljoen websitesThursday, September 29, 2011
    • 1.9 miljard internetgebruikersThursday, September 29, 2011
    • internetgebruikers in Nederland14.9 miljoenThursday, September 29, 2011
    • Aantal blogs152 miljoenThursday, September 29, 2011
    • 25 miljard 2010 Tweets inThursday, September 29, 2011
    • 100 miljoen nieuwe Twitter accounts in 2010Thursday, September 29, 2011
    • 2 miljoen Nederlandse TwitteraarsThursday, September 29, 2011
    • 10.8 miljoen Hyves ledenThursday, September 29, 2011
    • 91% jongeren actief op social mediaThursday, September 29, 2011
    • 30 miljard content items maandelijks gedeeld op FacebookThursday, September 29, 2011
    • 3 miljard bekeken video’s op YouTube dagelijksThursday, September 29, 2011
    • 48 uur video’s geupload op YouTube per minuutThursday, September 29, 2011
    • 70% interneters kijken online videoThursday, September 29, 2011
    • Thursday, September 29, 2011
    • Time & advertisement TV 3 hours/day/user Advertisement !200M public + !600 commercial advertisment/hour TV watching ! 0,06 Time online: 1,5 h pp/day Online adds !500M/yr Adds ! 0,07 pp/h NewsPapers 20 min/day !750M adv revenue Adds ! 2,00 pp/h Magazines18 m/day Advertisement !700 Reclame inkomsten: ! 2,50 pp/phThursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Comscore: CPA/CPC You are not rewarded for what you doThursday, September 29, 2011
    • Comscore: CPA/CPC You are not rewarded for what you do 85% never clicks on anything during the month 3% does 80% of the clicks 80% increase in visiting websites within 2 month 100% increase in search 17% increase in offline sales 27% increase in online salesThursday, September 29, 2011
    • • $32 billion sales • 1 Billion searches/day • Money from Adwords • Almost nothing from Youtube, Google earth/ map, gmail, apps etcThursday, September 29, 2011
    • Google adwords •Easy to set-up •Easy to budget •Price per keyword Also on YouTubeThursday, September 29, 2011
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    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Why callThursday, September 29, 2011 via computer?
    • It’s personal!Thursday, September 29, 2011
    • It’s personal!Thursday, September 29, 2011
    • It’s personal!Thursday, September 29, 2011
    • Thursday, September 29, 2011
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    • §Thursday, September 29, 2011
    • Thursday, September 29, 2011
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    • Thursday, September 29, 2011
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    • Thursday, September 29, 2011
    • Future of TV?Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Opkomst internet connected TV bron: GfKThursday, September 29, 2011
    • Opkomst internet connected TV 2010: 425.000 bron: GfKThursday, September 29, 2011
    • Opkomst internet connected TV 2010: 425.000 2011: 820.000 2013: 60% bron: GfKThursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • IMPACT ON BUSINESS 12Thursday, September 29, 2011
    • Thursday, September 29, 2011
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    • DELL CaseThursday, September 29, 2011
    • DELL CaseThursday, September 29, 2011
    • Dell notebooksThursday, September 29, 2011
    • Dell notebooksThursday, September 29, 2011
    • Thursday, September 29, 2011
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    • 17Thursday, September 29, 2011
    • 17Thursday, September 29, 2011
    • 17Thursday, September 29, 2011
    • 17Thursday, September 29, 2011
    • Thursday, September 29, 2011
    • tekstThursday, September 29, 2011
    • tekstThursday, September 29, 2011
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    • E-commerce worldwide 2010: !500B +15% Web influenced: !3000B bron: forresterThursday, September 29, 2011
    • Online bestedingen 2009: 7,3 miljard euro 2010: 9 miljard euro Web-influenced 48 miljardThursday, September 29, 2011 bron: thuiswinkel.org
    • Social tools ProductinformatieThursday, September 29, 2011
    • Social tools ProductinformatieThursday, September 29, 2011
    • Thursday, September 29, 2011
    • Product info what else do people buy what do they recommend? Description of customers Social tools 90% social tools What do they buy in the end? what else? Tags of clients review of the reviews reviews of the customersThursday, September 29, 2011
    • 111Thursday, September 29, 2011
    • Tablet market in 2014 112Thursday, September 29, 2011
    • 113Thursday, September 29, 2011
    • 114Thursday, September 29, 2011
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    • kindleThursday, September 29, 2011
    • kindle Buy books wirelessly Download everything wirelessly E-ink technologie reads the best 240.000 titels 30 hours battery & fantastic userinterfaceThursday, September 29, 2011
    • Thursday, September 29, 2011
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    • 120Thursday, September 29, 2011
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    • Daar moeten we iets mee...Thursday, September 29, 2011
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    • • Status update website • Steeds groter bereik in Nederland • Volwassen doelgroep • Tools bieden kansen • Push mogelijkThursday, September 29, 2011
    • Thursday, September 29, 2011
    • Twitter cijfers ‣ 2 miljoen actieve Twitteraars ‣ 1.45% met meer dan 1000 volgers ‣ 62% tussen de 10 en 100 volgers ‣ 57% is man ‣ Gemiddeld 27 jaar oud bron: Twirus.nlThursday, September 29, 2011
    • Hoeveel per weekThursday, September 29, 2011
    • Locatie?Thursday, September 29, 2011
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    • twitteren & luisteren: tweetdeck.comThursday, September 29, 2011
    • Hootsuite.com Twitter en Facebook samen beherenThursday, September 29, 2011
    • Hootsuite.com Twitter en Facebook samen beherenThursday, September 29, 2011
    • Topify.com weet wie je volgtThursday, September 29, 2011
    • Topify.com weet wie je volgtThursday, September 29, 2011
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    • #fail Klagende Twitteraars T-mobile webcareThursday, September 29, 2011
    • #fail12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 Klagende Twitteraars T-mobile webcareThursday, September 29, 2011
    • #fail12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 Klagende Twitteraars T-mobile webcareThursday, September 29, 2011
    • #fail12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 Klagende Twitteraars T-mobile webcareThursday, September 29, 2011
    • #fail 1156 Tweets van het webcare team in 2 dagen 107 minuten na de eerste melding via Twitter gaf T-mobile de storing toe 15 klagende tweets per minuut op het hoogtepunt 4683 klagende Twitteraars in 2 dagen 55 aantal tweets waarin T- mobile zegt dat er geen compensatie wordt gegeven12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 Klagende Twitteraars T-mobile webcareThursday, September 29, 2011
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    • •sThursday, September 29, 2011
    • •sThursday, September 29, 2011
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    • • Profielen website • Grootste social netwerk in NL • Brede doelgroep • Pull mechanisme • Adverteren mogelijk en is (nu nog) goedkoopThursday, September 29, 2011
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    • Targeting • who live in the Netherlands • who live within 25 miles of Rotterdam • between the ages of 25 and 64 inclusive • who like facebook, twitter, social media, etc. • who speak DutchThursday, September 29, 2011
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    • Internet is pain!Thursday, September 29, 2011
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    • Social Media StrategieThursday, September 29, 2011
    • 1. Rustig aan Voorkom social media burn-outThursday, September 29, 2011
    • 2. Wat is je doel? Zorg dat je een doel hebt vastgesteld en hoe je dit kan bereiken. Bijvoorbeeld interactie met klanten, het vinden van prospects of klantenservice.Thursday, September 29, 2011
    • 3. Vind je publiek Er zijn drie dingen die je moet weten...Thursday, September 29, 2011
    • Vind je publiek Wie zijn ze? weet waar ze zich online bevindenThursday, September 29, 2011
    • Vind je publiek Wat vinden ze interessant zoek naar gedeelde interesses, problemen en waardesThursday, September 29, 2011
    • Vind je publiek Wat weten ze? Zoek uit wat ze weten over je diensten of productenThursday, September 29, 2011
    • Vind je publiekThursday, September 29, 2011
    • Vind je publiek Wie zijn ze? Wat vinden Wat ze interessant weten ze?Thursday, September 29, 2011
    • 5. Social Media driehoek Bepaal welke social media netwerken je wil gaan inzetten.Thursday, September 29, 2011
    • Social Media driehoek Klanten werven WebsiteThursday, September 29, 2011
    • Social Media driehoek Klantenbinding WeblogThursday, September 29, 2011
    • Social Media driehoek Solicitanten zoeken WebsiteThursday, September 29, 2011
    • 5. Kies je tools Vind de social media tools die voor je beschikbaar zijn, test wat voor je werkt en zet ze in in de organisatie.Thursday, September 29, 2011
    • 6. Evalueer Evalueer de strategie, doelen en tools altijd en vier de successen.Thursday, September 29, 2011
    • Stop met zendenThursday, September 29, 2011
    • Start met deelnemen!Thursday, September 29, 2011
    • Social Media 2.0Thursday, September 29, 2011
    • Vincent Everts www.vincente.nl www.yubby.com www.interimic.nl vincent@everts.net www.twitter.com/vincente +31647180864Thursday, September 29, 2011