23. 5 STAPPEN NAAR SUCCES
1 PRESENCE
2 CONVERSATION
3 INTERACTION
4 CO-CREATION
5 COLLABORATION
@kodel
24. 1 PRESENCE
• Start by creating a
Facebook page
• Skip the meetings,
strategy, plans
and organization
• Set up basic
monitoring
• Post some content
@kodel
30. 2 CONVERSATION
• Allow people to
comment (freely)
• React on people’s
comments
• Don’t erase
negative messages
• Only promise what
you can do yourself
@kodel
31. 2 CONVERSATION
• Provide community guidelines (rules)
• Can be done simply in a Facebook note
@kodel
32. 2 CONVERSATION
• Define what employees can post (policy)
• Give tips for how they can help
(no tools needed. It’s about
agreements that are made
after discussions with staff)
@kodel
33. 3 INTERACTION
• This is where you have to involve other
departments
• Service is the first candidate for
involvement
• Operations is second (structural solutions to
problems identified)
• Your role is crucial:
Execute pressure on the organization using
social media (Chief Customer Officer)
@kodel
34. 3 INTERACTION
• Customer care:
redirect to the
‘message’ button
• If the case started
in public, always
finish it in public
• Ask customer to
confirm on your
page the problem
is solved
@kodel
35. 4 CO-CREATION
• Develop a solution together with customers
• Means: e.g. a closed/secret Facebook group
@kodel
36. 5 Collaboration
• Every project in your company is co-creation
• Processes and roles are adapted
• Integration: your tools (CRM, ERP,...) are
linked to social media and customers and
partners have acces to them
@kodel
37. 5 Collaboration
• You need a model to achieve this
(MedeMerkers: Liquid Organization Model)
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@kodel