Online Customer Engagement

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Presentation of our view (Atos Consulting) on Online Ccustomer Engagement for an online customer engagement 2.0 seminar.

Online Customer Engagement Trends that will impact your organization Gijsbert van der Sleen Amsterdam, June 2008

[object Object],http://the-efuture.blogspot.com http://ebmp.pbwiki.com/FrontPage

today, I am going to talk to you about …

Organizations used to think they know (almost) everything about their customers …

But now , customers do not seem to hang out in the same places …

identifies 6 trends , which will impact your online customer engagement …

the social web The web is not just linking information The web is linking people trend 1

shift of control prosumers : the consumer as supplier customers as source of information and inspiration customers as participant in product development (co-creation) customers as experts trend 2

convergence of media multi channel integration instant messaging location based services trend 3

decreasing time to market trend 4 online campaigning content management

full self service automation of customer contact trend 5

Apparently they are all working for the same customer … transparency trend 6

so, what does it all mean for my organization ?

… basically, it means that the online component is becoming increasingly more important to your customers and your organization !

a different way of engaging your customers …

… a new way of communicating and interacting in your enterprise …

that’s all very nice and theoretical , but can you give some guidelines of how this would work in my organization?

build a customer focused culture guideline 1 Ga een relatie aan met je klanten op basis van zijn interesses!

allow customers to be different guideline 2 screendumps screendumps

allow customers to be different guideline 2 screendumps screendumps screendumps

use new channels for new products guideline 3

allow customers to participate guideline 4 Consumer 2 consumer production

allow customers to participate guideline 4

make transparency a goal in itself guideline 5 screendumps screendumps

make transparency a goal in itself guideline 5

start organizing differently guideline 6 screendumps screendumps screendumps

For more information please contact: Gijsbert van der Sleen Principal Consultant m +31 6 51366308 [email_address] Atos Consulting Papendorpseweg 93 Utrecht

Marketing is getting tougher day by day. Traditional Ways seem way out of context. In this day and age of competence and choice-overload, marketers have to be innovative in their approach to acquire users. We at Smartican have come with a new method to gain more traction. Its called the "Customer Engagement Model". Lets share and discuss possibilities in this kind of marketing model. And thank you for looking at this presentation. :)

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Online Customer Engagement

1. Online Customer Engagement Trends that will impact your organization Gijsbert van der Sleen Amsterdam, June 2008

3. today, I am going to talk to you about …

4. changes …

5. 6 trends …

6. organizational impact …

7. a definition …

8. and some guidelines …

9. ready?

10. Organizations used to think they know (almost) everything about their customers …

11. Where and how to meet them …

12. here …

13. here …

14. here …

15. and here …

16. But now , customers do not seem to hang out in the same places …

17. Or want the same things anymore …

18. They are here …

19. here …

20. here …

21. and here …

22. Atos Consulting

23. identifies 6 trends , which will impact your online customer engagement …

24. the social web The web is not just linking information The web is linking people trend 1

25. shift of control prosumers : the consumer as supplier customers as source of information and inspiration customers as participant in product development (co-creation) customers as experts trend 2

26. convergence of media multi channel integration instant messaging location based services trend 3

27. decreasing time to market trend 4 online campaigning content management

28. full self service automation of customer contact trend 5

29. Apparently they are all working for the same customer … transparency trend 6

30. so, what does it all mean for my organization ?

31. … basically, it means that the online component is becoming increasingly more important to your customers and your organization !

32. this must lead to …

33. a different way of engaging your customers …

34. … a new way of communicating and interacting in your enterprise …

35.

36.

37.

38.

39.

40.

41. that’s all very nice and theoretical , but can you give some guidelines of how this would work in my organization?

42. build a customer focused culture guideline 1 Ga een relatie aan met je klanten op basis van zijn interesses!

43. build a customer focused culture guideline 1 Ga een relatie aan met je klanten op basis van zijn interesses!

44. allow customers to be different guideline 2 screendumps screendumps

45. allow customers to be different guideline 2 screendumps screendumps screendumps

46. use new channels for new products guideline 3

47. allow customers to participate guideline 4 Consumer 2 consumer production

48. allow customers to participate guideline 4

49. make transparency a goal in itself guideline 5 screendumps screendumps

50. make transparency a goal in itself guideline 5

51. start organizing differently guideline 6 screendumps screendumps screendumps

52. measure and steer guideline 7

53. questions?

54. For more information please contact: Gijsbert van der Sleen Principal Consultant m +31 6 51366308 [email_address] Atos Consulting Papendorpseweg 93 Utrecht

Online Customer Engagement

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