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Social DesignTo make it a better cat and mouse gameJune 2012 – Rick Mans – Social Media Lead
Rick MansCapgemini@rickmansslideshare.net/rickmansdontmindrick.com
We seem to be excited about great       customer service
70% of all complaints on social media   is because of a double failure
57% has to switch from web to phone
59% moderate to high effort to solve          their issue
59% being transferred
62% have to repeatedly contact the   company to solve the issue
79% of consumers have passed on a        negative experience
82% will stop doing business with a company because of a negative            experience
Loyalty Prevention Department
A cat and mouse game
Consumers are not the mice
f-commerce
f-commerce
What the audience is doing
Your offer
Best practices?
Connectivity   Participation     Data  Identity          Trust      Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Connectivity   Participation   Data   Identity   Trust   Shareable
Rick MansCapgemini@rickmansslideshare.net/rickmansdontmindrick.com
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
Social Design - Making it a better cat and mouse game - #socialbydesign
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Social Design - Making it a better cat and mouse game - #socialbydesign

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My slides for the Capgemini event Social By Design (#socialbydesign) in which I explained how you can apply a set of six social design elements to make a better social experience.

Published in: Business, Technology

Social Design - Making it a better cat and mouse game - #socialbydesign

  1. 1. Social DesignTo make it a better cat and mouse gameJune 2012 – Rick Mans – Social Media Lead
  2. 2. Rick MansCapgemini@rickmansslideshare.net/rickmansdontmindrick.com
  3. 3. We seem to be excited about great customer service
  4. 4. 70% of all complaints on social media is because of a double failure
  5. 5. 57% has to switch from web to phone
  6. 6. 59% moderate to high effort to solve their issue
  7. 7. 59% being transferred
  8. 8. 62% have to repeatedly contact the company to solve the issue
  9. 9. 79% of consumers have passed on a negative experience
  10. 10. 82% will stop doing business with a company because of a negative experience
  11. 11. Loyalty Prevention Department
  12. 12. A cat and mouse game
  13. 13. Consumers are not the mice
  14. 14. f-commerce
  15. 15. f-commerce
  16. 16. What the audience is doing
  17. 17. Your offer
  18. 18. Best practices?
  19. 19. Connectivity Participation Data Identity Trust Shareable
  20. 20. Connectivity Participation Data Identity Trust Shareable
  21. 21. Connectivity Participation Data Identity Trust Shareable
  22. 22. Connectivity Participation Data Identity Trust Shareable
  23. 23. Connectivity Participation Data Identity Trust Shareable
  24. 24. Connectivity Participation Data Identity Trust Shareable
  25. 25. Connectivity Participation Data Identity Trust Shareable
  26. 26. Connectivity Participation Data Identity Trust Shareable
  27. 27. Connectivity Participation Data Identity Trust Shareable
  28. 28. Connectivity Participation Data Identity Trust Shareable
  29. 29. Connectivity Participation Data Identity Trust Shareable
  30. 30. Connectivity Participation Data Identity Trust Shareable
  31. 31. Connectivity Participation Data Identity Trust Shareable
  32. 32. Connectivity Participation Data Identity Trust Shareable
  33. 33. Connectivity Participation Data Identity Trust Shareable
  34. 34. Rick MansCapgemini@rickmansslideshare.net/rickmansdontmindrick.com

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