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.

1. Social Design
To make it a better cat and mouse game
June 2012 – Rick Mans – Social Media Lead

2. Rick Mans
Capgemini
@rickmans
slideshare.net/rickmans
dontmindrick.com

3. We seem to be excited about great
customer service

4. 70% of all complaints on social media
is because of a 'double failure'

5. 57% has to switch from web to phone

6. 59% moderate to high effort to solve
their issue

7. 59% being transferred

8. 62% have to repeatedly contact the
company to solve the issue

9. 79% of consumers have passed on a
negative experience

10. 82% will stop doing business with a
company because of a negative
experience

11. Loyalty Prevention Department

12. A cat and mouse game

13. Consumers are not the mice

15. f-commerce

16. f-commerce

17. What the audience is doing

18. Your offer

21. Best practices?

24. Connectivity Participation Data
Identity Trust Shareable

25. Connectivity Participation Data Identity Trust Shareable

26. Connectivity Participation Data Identity Trust Shareable

27. Connectivity Participation Data Identity Trust Shareable

28. Connectivity Participation Data Identity Trust Shareable

29. Connectivity Participation Data Identity Trust Shareable

30. Connectivity Participation Data Identity Trust Shareable

31. Connectivity Participation Data Identity Trust Shareable

32. Connectivity Participation Data Identity Trust Shareable

35. Connectivity Participation Data Identity Trust Shareable

37. Connectivity Participation Data Identity Trust Shareable

38. Connectivity Participation Data Identity Trust Shareable

39. Connectivity Participation Data Identity Trust Shareable

40. Connectivity Participation Data Identity Trust Shareable

41. Connectivity Participation Data Identity Trust Shareable

45. Rick Mans
Capgemini
@rickmans
slideshare.net/rickmans
dontmindrick.com