IAB Europe - Alain Heureux @ IAB Interact

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IAB Europe - Alain Heureux @ IAB Interact

  1. 1. IAB Europe Insight out, the whole truth! « Talking with the consumer….beark….why? »The European Trade Association Network of the digital and interactive marketing industry representing the National associations and Corporate members
  2. 2. THE GOOD NEWS The World is Changing
  3. 3. Klik hier om tekst toe te voegen The ad model will change dramatically…
  4. 4. THE ONLY TRUTH Change
  5. 5. THE BAD NEWS Trust - Trust - Trust
  6. 6. Control of datais a hot topic
  7. 7. THE PARADOXSay what you think, and do what you Say
  8. 8. Stop the Paradox #CM48@Steven_InSitesStop the Paradoxby Steven Van Belleghem
  9. 9. Word-of-Mouth Word-of-Mouthis growth driver just happens
  10. 10. Word-of-Mouth Word-of-Mouthis growth driver just happens 73% 80%
  11. 11. Client happiness Client service is is important too expensive
  12. 12. @Steven_InSites #cm48
  13. 13. % never replies to questions:11% through customer service24% on branded social media28% on social media
  14. 14. Every client is If only 500 important clients are unhappy, well…
  15. 15. 40% 7%negative negative @Steven_InSites #cm48
  16. 16. The paradox? 40% 7%negative negative @Steven_InSites #cm48
  17. 17. We say we care, but we don’t 40% 7%negative negative @Steven_InSites #cm48
  18. 18. 2 simple questions: 40% 7%negative negative @Steven_InSites #cm48
  19. 19. How important are happy clients? @Steven_InSites #cm48
  20. 20. Are you serious about it? @Steven_InSites #cm48
  21. 21. 3 attitudes: 40% 7%negative negative @Steven_InSites #cm48
  22. 22. @Steven_InSites #cm48
  23. 23. 16% 77% 7%
  24. 24. How important are happy clients? Very important! Very open & positive intentions! @Steven_InSites #cm48
  25. 25. Are you serious about it? @Steven_InSites #cm48
  26. 26. Only 1 option… 40% 7%negative negative
  27. 27. HappyclientsPositive WOMGrowth
  28. 28. Product development CO-CREATE Listening WOM strategy & policyTouchpoints Conversations experience on & offline
  29. 29. WOM strategy
  30. 30. Not an island
  31. 31. Create context for success
  32. 32. New KPIs
  33. 33. New KPIs: 38%
  34. 34. 2010
  35. 35. 2010
  36. 36. 80% 20%Specific Whole team company listens listens
  37. 37. We are ALL listening
  38. 38. 40%of companies is NOT present on social media
  39. 39. 20%of companies has a Twitter account
  40. 40. Stop the Paradox #CM48@Steven_InSitesStop the Paradoxby Steven Van Belleghem
  41. 41. Not an island
  42. 42. Product development CO-CREATIE ConvConv MgrMgr Listening WOM strategy & policy Touchpoints Conversations experience on & offline Conv Mgr
  43. 43. Consumer in the boardroom
  44. 44. CCO
  45. 45. Chief Consumer Officer
  46. 46. HOW CAN WE HELP The IAB Europe Network
  47. 47. December 2010 :Stakeholders and dedicated staff :-26 countries with over 130 staff-44 corporate members at European level-more than 5000 member companies at National levelPotential New countries in 2011 :-Portugal, Luxembourg, Serbia, Kazakhstan, Iceland , Cyprus and DubaïPriorities 2011-2012 :-Public Policies : -creating trust and transparency -ongoing dialogue with the regulator -self regulation-Business : -promoting Brand Advertising -measurement-Benchmarking : -understanding the consumer -comparing the markets-Networking : -leaders and captains of the industry
  48. 48. Keep on pushing the digital economy....with www.iabeurope.euand try to join us in 2011 on June 7-8-9 in Barcelona again for our5th Interact Congress and Second Mixx Europe Awards!

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