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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Conversation Company Introduction Multi-Value
- 3. ‘‘ GOAL OF TODAY: TO LET YOU UNDERSTAND THAT A CONVERSATION COMPANY WILL BE CRUCIAL IN MULTI-VALUE’S ‘‘ GROWTH
- 4. ‘‘ CONVERSATIONS ‘‘ ARE THE DRIVER OF TODAY’S BUSINESS GROWTH.
- 7. f in
- 9. ‘‘ WHAT IS THE DIFFERENCE BETWEEN A TRADITIONAL ‘‘ COMPANY AND A CONVERSATION COMPANY?
- 10. TRADITIONAL CONVERSATION COMPANY COMPANY Market position Most important communication tool Function Social Media Initiative/Content The Conversation Company, Steven van Belleghem
- 11. TRADITIONAL CONVERSATION COMPANY COMPANY Market position Most important communication tool Employees and customers Function Social Media Based on culture and values Initiative The Conversation Company, Steven van Belleghem
- 12. TRADITIONAL CONVERSATION COMPANY COMPANY Market position Most important communication tool Function Social Media Initiative/Content The Conversation Company, Steven van Belleghem
- 13. TRADITIONAL CONVERSATION COMPANY COMPANY Market position Most important communication tool Function Social Media Extra channel to spread messages Initiative/Content Employees and customers The Conversation Company, Steven van Belleghem
- 14. People Unique Sharing Culture/Identity
- 15. ‘‘ ‘‘ Who are these ‘people’? People
- 16. Conversations of internal stakeholders Proud Conversation companies companies People Boring Adored companies companies Conversations of external stakeholders
- 17. Conversations of internal stakeholders Proud Conversation companies companies People Boring Adored companies companies Conversations of external stakeholders
- 18. Unique ‘‘ Company Culture is about having a clear identity and ‘‘ Culture/Identity staying loyal to it in everything you do.
- 19. Unique 10 Culture/Identity Questions about culture
- 21. PRODUCT PRICE INNOVATION
- 22. SUPERIOR CUSTOMER EXPERIENCE PRODUCT INNOVATION SERVICE PRICE
- 23. SUPERIOR CUSTOMER EXPERIENCE PRODUCT INNOVATION SERVICE SALES PRICE
- 24. SUPERIOR CUSTOMER EXPERIENCE PRODUCT INNOVATION CUSTOMER LIFECYCLE SALES PRICE
- 25. PRESALES SUPERIOR CUSTOMER EXPERIENCE PRODUCT INNOVATION CUSTOMER LIFECYCLE SALES PRICE AFTERSALES
- 29. NIKE EVANGELISTS A TATTOO FOR GRADUATION AS AN EKIN
- 30. Sharing ‘‘ For conversation companies, social media is a tool‘‘ and not a goal.
- 36. Bud Melman (Bud Cadell)
- 37. Bud Melman (Bud Cadell)
- 39. People ‘‘ These guys starded up a loved conversation. ‘‘
- 40. People ‘‘ RESULT: UNUSED POTENTIAL ‘‘ CONVERSATION
- 41. People Unique Sharing Culture/Identity
- 44. People Unique Sharing Culture/Identity
- 45. People ‘‘ Who are Multi-Value’s stakeholders? ‘‘
- 46. Take 2 colleagues Unique with you to Mars Culture/Identity
- 47. Don’t use: Unique Culture/Identity
- 48. Open (transparant) Unique Authentic (real) Culture/Identity Happiness (positive)
- 49. Sharing Customer Experience Content Collaboration Conversation
- 50. CUSTOMER EXPERIENCE trap
- 51. CONTENT (gamification) Jay-z DECODED
- 52. COLLABORATION
- 53. COLLABORATION
- 54. CONVERSATION Litago
- 56. White Papers Documents Studies …
- 60. Share Powerpoints Studies Side-news
- 64. #CEM #CUSTEXP #MRX #CX #CXM
- 72. WHAT IS NEXT?
- 73. PILOT CONTENT INTEGRATION PROJECTS WHAT IS NEXT?
- 75. THANKS TO Lotte, Silvie & Steven van Belleghem
Editor's Notes
- 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