Conversation Company Introduction Multi-Value

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Multi-Value is a european leader in Customer Experience Management. We provide tools and consultancy to improve by experience. To change our culture into a Conversation Company is important for our growth. Thanks to Steven van Belleghem, The Converstaion Company. You find his great book on Amazon.

http://www.multi-value.com

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  • First we willexplainwhat a conversation company is andwhyclients/customerslikecoversation companies.In the second part we will show youhow we canintegratethis at Multi-Value. Knowingthat we providespecialised B2B services.Whyyourairways? Becauseevreyonecanparticipate in it on his or her way.
  • Niet reclame maar Experiencebecomes important
  • But what is reality? There is a lot of unusedpotential.It’s not company => customerNo all stakeholders conversate
  • This are employees + customers?Internal + external stakeholdersGigantische hulp bij vinden van nieuwe klanten: Klanten ervaringen over uw produkten en dienstenMedewerkers of cultuur en belangrijke gebeurtenissen= CONTENTMIXGoogle algoritme = zoekt op conversaties.
  • Gigantische hulp bij vinden van nieuwe klanten: Klanten ervaringen over uw produkten en dienstenMedewerkers of cultuur en belangrijke gebeurtenissen= CONTENTMIXGoogle algoritme = zoekt op conversaties.
  • Gigantische hulp bij vinden van nieuwe klanten: Klanten ervaringen over uw produkten en dienstenMedewerkers of cultuur en belangrijke gebeurtenissen= CONTENTMIXGoogle algoritme = zoekt op conversaties.
  • Why do we speakabout culture important?In the past there was just product andprice.Presale + openheid worden belangrijk
  • RYNAIR
  • Producten: door de snelheid is het innoverende voordeel snel wegPrijs: prijs is vergelijkbaar op internetSERVICE
  • Producten: door de snelheid is het innoverende voordeel snel wegPrijs: prijs is vergelijkbaar op internetLevensloop
  • Producten: door de snelheid is het innoverende voordeel snel wegPrijs: prijs is vergelijkbaar op internetLevensloop
  • Producten: door de snelheid is het innoverende voordeel snel wegPrijs: prijs is vergelijkbaar op internetLevensloopHET BESLISSINGSMOMENT EN BESTEDINGSMOMENT LIGGEN VERDER UIT ELKAARJe cultuur moet je zo snel als mogelijk naar je klantenbrengen = PRESALE
  • Muziekanten geven muziek weg op youtube in de hoop dat je naar een concert komt of muziek koopt.
  • Sharing is more thansocial media, it’severyware in our society
  • 2008Dave CarrollUnited Airlines
  • Ikea: matras terugbrengen, kerstboom terugbrengen
  • D-sense: aftersale: tips om te delighten
  • D-sense: aftersale: tips om te delighten
  • D-sense: aftersale: tips om te delighten
  • D-sense: aftersale: tips om te delighten
  • ADVOCAAT??
  • D-sense: aftersale: tips om te delighten
  • D-sense: aftersale: tips om te delighten
  • D-sense: aftersale: tips om te delighten
  • Conversation Company Introduction Multi-Value

    1. 1. ‘‘ GOAL OF TODAY: TO LET YOU UNDERSTAND THAT A CONVERSATION COMPANY WILL BE CRUCIAL IN MULTI-VALUE’S ‘‘ GROWTH
    2. 2. ‘‘ CONVERSATIONS ‘‘ ARE THE DRIVER OF TODAY’S BUSINESS GROWTH.
    3. 3. A LOT OFUNUSEDCONVERSATIONPOTENTIAL
    4. 4. fin
    5. 5. ‘‘WHAT IS THEDIFFERENCE BETWEENA TRADITIONAL ‘‘COMPANY AND ACONVERSATIONCOMPANY?
    6. 6. TRADITIONAL CONVERSATION COMPANY COMPANY Market position Most important communication toolFunction Social Media Initiative/ContentThe Conversation Company, Steven van Belleghem
    7. 7. TRADITIONAL CONVERSATION COMPANY COMPANY Market position Most important communication tool Employees and customersFunction Social Media Based on culture and values InitiativeThe Conversation Company, Steven van Belleghem
    8. 8. TRADITIONAL CONVERSATION COMPANY COMPANY Market position Most important communication toolFunction Social Media Initiative/ContentThe Conversation Company, Steven van Belleghem
    9. 9. TRADITIONAL CONVERSATION COMPANY COMPANY Market position Most important communication toolFunction Social Media Extra channel to spread messages Initiative/Content Employees and customersThe Conversation Company, Steven van Belleghem
    10. 10. People Unique Sharing Culture/Identity
    11. 11. ‘‘ ‘‘ Who are these ‘people’?People
    12. 12. Conversations of internal stakeholders Proud Conversation companies companiesPeople Boring Adored companies companies Conversations of external stakeholders
    13. 13. Conversations of internal stakeholders Proud Conversation companies companiesPeople Boring Adored companies companies Conversations of external stakeholders
    14. 14. Unique ‘‘ Company Culture is about having a clear identity and ‘‘Culture/Identity staying loyal to it in everything you do.
    15. 15. Unique 10Culture/Identity Questions about culture
    16. 16. UniqueCulture/Identity
    17. 17. PRODUCT PRICEINNOVATION
    18. 18. SUPERIOR CUSTOMER EXPERIENCE PRODUCTINNOVATION SERVICE PRICE
    19. 19. SUPERIOR CUSTOMER EXPERIENCE PRODUCTINNOVATION SERVICE SALES PRICE
    20. 20. SUPERIOR CUSTOMER EXPERIENCE PRODUCTINNOVATION CUSTOMER LIFECYCLE SALES PRICE
    21. 21. PRESALES SUPERIOR CUSTOMER EXPERIENCE PRODUCTINNOVATION CUSTOMER LIFECYCLE SALES PRICE AFTERSALES
    22. 22. NIKE EVANGELISTSA TATTOO FOR GRADUATIONAS AN EKIN
    23. 23. Sharing ‘‘ For conversation companies, social media is a tool‘‘ and not a goal.
    24. 24. Bud Melman (Bud Cadell)
    25. 25. Bud Melman (Bud Cadell)
    26. 26. People ‘‘ These guys starded up a loved conversation. ‘‘
    27. 27. People ‘‘ RESULT: UNUSED POTENTIAL ‘‘ CONVERSATION
    28. 28. People Unique Sharing Culture/Identity
    29. 29. People Unique Sharing Culture/Identity
    30. 30. People ‘‘ Who are Multi-Value’s stakeholders? ‘‘
    31. 31. Take 2 colleagues Unique with you to MarsCulture/Identity
    32. 32. Don’t use: UniqueCulture/Identity
    33. 33. Open (transparant) Unique Authentic (real)Culture/Identity Happiness (positive)
    34. 34. Sharing Customer Experience Content Collaboration Conversation
    35. 35. CUSTOMER EXPERIENCE trap
    36. 36. CONTENT (gamification) Jay-z DECODED
    37. 37. COLLABORATION
    38. 38. COLLABORATION
    39. 39. CONVERSATION Litago
    40. 40. White PapersDocuments Studies …
    41. 41. Newsabout core business
    42. 42. SharePowerpoints Studies Side-news
    43. 43. (Online)workshops StudiesSide-news
    44. 44. #CEM#CUSTEXP #MRX #CX #CXM
    45. 45. We areprofessionals
    46. 46. WHAT IS NEXT?
    47. 47. PILOTCONTENT INTEGRATION PROJECTS WHAT IS NEXT?
    48. 48. DON’TFORGET YOURQUICK WINS
    49. 49. THANKS TOLotte, Silvie &Steven vanBelleghem

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