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Social Business - Guest Lecture at YES!Delft

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Social Business - Guest Lecture at YES!Delft

  1. 1. Social Business Little surprises around every corner, but nothing dangerous<br />June 2011 – Rick Mans – Social Media Lead<br />
  2. 2. This is a story of an ordinary little boy named Charlie Bucket. He was not faster, or stronger, or more clever than other children. His family was not rich or powerful or well-connected; in fact, they barely had enough to eat. Charlie Bucket was the luckiest boy in the entire world. He just didn't know it yet. <br />
  3. 3. Consumers<br />ahead of business<br />
  4. 4. We’renot in Wonderland anymore, Alice<br />
  5. 5. Costsavings<br />
  6. 6. IncreaseMargins<br />
  7. 7. Increaserevenues<br />
  8. 8. Impacting<br />business goals<br />
  9. 9. Productivity<br />killers: <br />meetings and emails<br />
  10. 10. Your most loyal promotor<br />
  11. 11. Useyourcustomers<br />
  12. 12. Analytics<br />
  13. 13. It was never so easy to connect with so many people.<br />
  14. 14. It was never so hard to get somebody’s attention.<br />
  15. 15. How can you connect with your audience and turn them into passionate fans.<br />
  16. 16. From outsider to evangelist<br />
  17. 17. 10<br />You cannot create a community.<br />
  18. 18. 9<br />It is about your fans.<br />It is not about you.<br />
  19. 19. 7<br />Know where your (future) fans are.<br />Go to them.<br />
  20. 20. 8<br />It is not a linear process all the time.<br />
  21. 21. 6<br />Leading by example is key.<br />
  22. 22. 5<br />There is still an offline world.<br />Do not ignore the old media.<br />
  23. 23. 4<br />Success won’t come overnight.<br />
  24. 24. 3<br />Care about your fans.<br />Care about every single one of them.<br />You passionate fans will outperform every marketing department and every agency.<br />
  25. 25. 2<br />Make them an offer they cannot refuse.<br />Build a relationship.<br />Be a friend.<br />
  26. 26. 1<br />Don’t be a jerk.<br />It is not about you. <br />It is about them.<br />
  27. 27. Opportunities<br />
  28. 28. Opportunity Areas<br />Product development<br />Marketing<br />Production<br />Sales<br />Service<br />
  29. 29. Turning satisfied customers into successful marketeers<br />Marketing<br />
  30. 30. Participate in online conversations<br />Marketing<br />
  31. 31. Let your customers develop and design your next product<br />Product development<br />
  32. 32. Boost Knowledge Sharing and Creativity<br />Production<br />
  33. 33. Make Knowledge Work More Efficient<br />Production<br />
  34. 34. From Short Term Cashing <br />To Long Term Earning<br />Sales<br />
  35. 35. Relationship First.<br />Transactions Will Follow.<br />Sales<br />
  36. 36. Reach Out to Your Customers before they complain<br />Service<br />
  37. 37. Your customer can become your most valued service representative<br />Service<br />
  38. 38. Relations, not transactions<br />Consumerevangelisme<br />Upsell<br />Transaction<br />Customer phases<br />Customer needs<br />Required activities<br />
  39. 39. Transformation<br />
  40. 40. Your company is already going through a social transformation<br />
  41. 41. Overview Social Transformation Strategies<br />
  42. 42. Business Areas impacted by <br />Social Transformation Strategies<br />
  43. 43. SMILE<br />Activities<br />Supporting<br /><ul><li>Help customers and let customers help themselves and others
  44. 44. Ensure there is a platform for them where they can find you, the brand, and other customers</li></ul>Meshing<br /><ul><li>Integrate customer feedback and input in your product cycles
  45. 45. Create a place where customers can provide input on your product and where they can see the result.</li></ul>Interacting<br /><ul><li>Start solving real world problems
  46. 46. Create an environment that promotes and enables co creation
  47. 47. Use a platform in which you can interact with your customers</li></ul>Listening<br /><ul><li>Doing web care is a good way to get to know what is said about your products
  48. 48. Give customers a platform on which they can share their thoughts.</li></ul>Evangelizing<br /><ul><li>Provide customers a home base with tools so they can promote you / your products
  49. 49. Create easy promotion kits that can be reused over and over again.</li></li></ul><li>SM I L E<br />
  50. 50. SM I L E<br />
  51. 51. SM I L E<br />
  52. 52. SM I L E<br />
  53. 53. SM I L E<br />
  54. 54. SM I L E<br />
  55. 55. SM I L E<br />
  56. 56. SM I L E<br />
  57. 57. Design principles<br />
  58. 58. Candy is Magical<br />
  59. 59. Changing the default<br />
  60. 60. It changes the product or service<br />
  61. 61. It changes the experience<br />
  62. 62. Why should we share this?<br />
  63. 63. Why should we not share this?<br />
  64. 64. What if customers are enabled for interaction?<br />
  65. 65. Is your service or product you offer sharable?<br />
  66. 66. GetYour Golden Tickets Now<br />
  67. 67. Your contact:<br />Rick Mans<br />Phone: +31 6 51 21 01 44<br />E-Mail: rick.mans@capgemini.com<br />Twitter: http://twitter.com/rickmans<br />LinkedIn: http://nl.linkedin.com/in/rickmans<br />
  68. 68. Ifyoulikedthispresentation, youmightlikethis content as well<br />Rick Mans & Joël van Gogh - Social Business Transformation How customers change your enterprise DNA<br />http://www.nl.capgemini.com/expertise/publicaties/social-business-transformation/<br />

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