3 waves of digital transformation
Source: Digital Transformation, a model to master digital disruption (Caudron, Van Peteghem, 2014)
How and through which channels?
3 out of 4 belgians outed complaints against a company (Fl-Wall)
58% via email
33% via phone
25% via website company
5,9% via Social Media (Facebook, Twitter, Linkedin, Google+, …)
Youngsters (15-24yr): 18%
Young adults (25-34yr): 14%
Why through social media?
42% expect a quicker RESPONSE
38% want more people to see their complaint
33% expect the problem to be SOLVED faster
Complaining via Social Media … on the rise!
FRANK’S ROADMAP TO DIGITAL
Don’t try this at home
2. Lessons learned
3. Which communication tools do we use
4. Mobile Vikings offline
5. Falling in love is easy, stay in love …
6. Be authentic
What is different with the Mobile Vikings …
- Targets 18-35 year
- MV are data-user = used to social media
- Our growth objective is limited
- We started on social media as main
communication tool !