Giffgaff is a mobile company built around community involvement. Members help with recruitment, marketing, customer service and product development. The community provides a knowledge base for members and a forum for feedback and new ideas. Over 75% of customer queries can be resolved through the community forum within 3 minutes compared to traditional customer service response times of 2 hours. Customers are happier with the community support and giffgaff has achieved exceptional customer satisfaction and recommendation scores. The social community model has helped giffgaff grow through low-cost viral marketing and grassroots product testing and fulfillment by members.
YouTube Google+ Platform & Ad Offering OverviewNadia James
Educated LinkedIn's EMEA Sales Organization (Marketing, Talent & Sales Solutions) on alternative social media and digital offerings within the market. Objective of the training was to support sellers in practicing consultative selling.
Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...Lithium
In an empowered report by Forrester analyst, Doug Williams, giffgaff is highlighted for their vibrant community, run entirely by giffgaff customers using the Lithium community platform
YouTube Google+ Platform & Ad Offering OverviewNadia James
Educated LinkedIn's EMEA Sales Organization (Marketing, Talent & Sales Solutions) on alternative social media and digital offerings within the market. Objective of the training was to support sellers in practicing consultative selling.
Forrester Case Study: Giffgaff uses co-creation to build a differentiated mob...Lithium
In an empowered report by Forrester analyst, Doug Williams, giffgaff is highlighted for their vibrant community, run entirely by giffgaff customers using the Lithium community platform
Do you want to benefit from a great value mobile network without the hassle of annoying call centres and get paid to help other members within the network? Follow the link in this presentation to order your giffgaff sim with FREE £5 credit already on it!
Vincent Boom (Shoulders of Giants): How To Use Your Community To Transform Yo...FeverBee Limited
Vincent Boon, the brains behind GiffGaff's incredibly successful community, explains how you can use your community to transform your business. In this talk, Vincent shares real examples and data from many of the world's largest online communities.
giffgaff's Emma Jenkins' presentation from The Future of Branded Content, by ...Fire Circus
giffgaff's Emma Jenkins' presentation from The Future of Branded Content, brought to you by Fire Circus - conferences and events that fuel your innovation
Your Digital Journey is Being Mapped by Your CustomersCapgemini
Capgemini's Scott Clarke talks with with MIT Sloan Management Review contributing editor Michael Fitzgerald about the impact of digital transformation and the reception of the research in the market.
[데브시스터즈] 세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (4부)_The four most import questions ...Seunghun Lee
세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (4부)_"The four most important questions for Korean start-ups" 편을 공유 드립니다.
Devsisters에서 지난 상반기에 제작된 보고서로, 대한민국 Start-up과의 동반 세계정복을 위해, 기존 보고서를 6부작으로 재구성하여 uplord 하고 있습니다.
본 보고서가 대한민국 Start-up의 세계적 가속성장에 보탬이 되기를 희망합니다 :)
[데브시스터즈] 세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (5부)_거시 및 고객지표 통해 바라본 게임산업 outlook &...Seunghun Lee
세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (5부)_"게임산업 보고서: 거시 및 고객지표 통해 바라본 게임산업 outlook & 시사점" 편을 공유 드립니다.
Devsisters에서 지난 상반기에 제작된 보고서로, 대한민국 Start-up과의 동반 세계정복을 위해, 기존 보고서를 6부작으로 재구성하여 uplord 하고 있습니다.
본 보고서가 대한민국 Start-up의 세계적 가속성장에 보탬이 되기를 희망합니다 :)
[Devsisters] 세계 선도 It사 및 게임사 벤치마킹 & 인사이트 보고서 (3부) 세계적 게임사들의 흥망성쇠에서 발견한 위대한 st...Seunghun Lee
세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (3부)_"게임사의 흥망성쇠에서 발견한, 위대한 Start-up으로의 길"편을 공유 드립니다.
Devsisters에서 지난 상반기에 제작된 보고서로, 대한민국 Start-up과의 동반 세계정복을 위해, 기존 보고서를 6부작으로 재구성하여 uplord 하고 있습니다.
본 보고서가 대한민국 Start-up의 세계적 가속성장에 보탬이 되기를 희망합니다 :)
세계 선도 It사 및 게임사 벤치마킹 + 인사이트 보고서 (6부)_새로운 삶의 시작Seunghun Lee
안녕하세요, 만 1년 만에 세계 선도 IT/게임사 벤치마킹 & 인사이트 보고서 6부를 올리게 되었습니다.
6부 주제는, 새로운 삶의 시작 입니다!
지난 1년 간 직접 경험한 실리콘밸리는 어떠했는지,
벤치마킹 대상 기업들의 시작 (0명 --> 30명)은 어떠했는지,
무엇이 저를 Ringle Start-up 창업으로 이끌었는지,
저의 사고와 삶은 어떻게 변하였는지,
중심으로 담아보았습니다.
6부를 쓰며, 아직 제가 많이 부족하다는 생각을 많이 했습니다.
그래도, 용기내어 한자 한자 적어보았습니다.
대한민국 Start-up 분들께 도움이 될 수 있길 소망합니다.
Effectively Leveraging Social Media as a Support ChannelTatyana Kanzaveli
Presentation done by John Ragsdale at the meetup for Bay Area Executives:
http://www.meetup.com/BayAreaExecutives/
Social media are fast-tracking to becoming important channels for customer support. In fact, our data shows that 57% of technology companies have a customer discussion forum, and 36% already embrace Twitter as a method for starting conversations with customers. Join us for an interactive lunch presentation to hear John Ragsdale, VP of technology research at Technology Services Industry Association (TSIA), share the advantages and risks of embracing social media for support, as well as data from TSIA’s social media survey.
Do you want to benefit from a great value mobile network without the hassle of annoying call centres and get paid to help other members within the network? Follow the link in this presentation to order your giffgaff sim with FREE £5 credit already on it!
Vincent Boom (Shoulders of Giants): How To Use Your Community To Transform Yo...FeverBee Limited
Vincent Boon, the brains behind GiffGaff's incredibly successful community, explains how you can use your community to transform your business. In this talk, Vincent shares real examples and data from many of the world's largest online communities.
giffgaff's Emma Jenkins' presentation from The Future of Branded Content, by ...Fire Circus
giffgaff's Emma Jenkins' presentation from The Future of Branded Content, brought to you by Fire Circus - conferences and events that fuel your innovation
Your Digital Journey is Being Mapped by Your CustomersCapgemini
Capgemini's Scott Clarke talks with with MIT Sloan Management Review contributing editor Michael Fitzgerald about the impact of digital transformation and the reception of the research in the market.
[데브시스터즈] 세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (4부)_The four most import questions ...Seunghun Lee
세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (4부)_"The four most important questions for Korean start-ups" 편을 공유 드립니다.
Devsisters에서 지난 상반기에 제작된 보고서로, 대한민국 Start-up과의 동반 세계정복을 위해, 기존 보고서를 6부작으로 재구성하여 uplord 하고 있습니다.
본 보고서가 대한민국 Start-up의 세계적 가속성장에 보탬이 되기를 희망합니다 :)
[데브시스터즈] 세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (5부)_거시 및 고객지표 통해 바라본 게임산업 outlook &...Seunghun Lee
세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (5부)_"게임산업 보고서: 거시 및 고객지표 통해 바라본 게임산업 outlook & 시사점" 편을 공유 드립니다.
Devsisters에서 지난 상반기에 제작된 보고서로, 대한민국 Start-up과의 동반 세계정복을 위해, 기존 보고서를 6부작으로 재구성하여 uplord 하고 있습니다.
본 보고서가 대한민국 Start-up의 세계적 가속성장에 보탬이 되기를 희망합니다 :)
[Devsisters] 세계 선도 It사 및 게임사 벤치마킹 & 인사이트 보고서 (3부) 세계적 게임사들의 흥망성쇠에서 발견한 위대한 st...Seunghun Lee
세계 선도 IT사 및 게임사 벤치마킹 & 인사이트 보고서 (3부)_"게임사의 흥망성쇠에서 발견한, 위대한 Start-up으로의 길"편을 공유 드립니다.
Devsisters에서 지난 상반기에 제작된 보고서로, 대한민국 Start-up과의 동반 세계정복을 위해, 기존 보고서를 6부작으로 재구성하여 uplord 하고 있습니다.
본 보고서가 대한민국 Start-up의 세계적 가속성장에 보탬이 되기를 희망합니다 :)
세계 선도 It사 및 게임사 벤치마킹 + 인사이트 보고서 (6부)_새로운 삶의 시작Seunghun Lee
안녕하세요, 만 1년 만에 세계 선도 IT/게임사 벤치마킹 & 인사이트 보고서 6부를 올리게 되었습니다.
6부 주제는, 새로운 삶의 시작 입니다!
지난 1년 간 직접 경험한 실리콘밸리는 어떠했는지,
벤치마킹 대상 기업들의 시작 (0명 --> 30명)은 어떠했는지,
무엇이 저를 Ringle Start-up 창업으로 이끌었는지,
저의 사고와 삶은 어떻게 변하였는지,
중심으로 담아보았습니다.
6부를 쓰며, 아직 제가 많이 부족하다는 생각을 많이 했습니다.
그래도, 용기내어 한자 한자 적어보았습니다.
대한민국 Start-up 분들께 도움이 될 수 있길 소망합니다.
Effectively Leveraging Social Media as a Support ChannelTatyana Kanzaveli
Presentation done by John Ragsdale at the meetup for Bay Area Executives:
http://www.meetup.com/BayAreaExecutives/
Social media are fast-tracking to becoming important channels for customer support. In fact, our data shows that 57% of technology companies have a customer discussion forum, and 36% already embrace Twitter as a method for starting conversations with customers. Join us for an interactive lunch presentation to hear John Ragsdale, VP of technology research at Technology Services Industry Association (TSIA), share the advantages and risks of embracing social media for support, as well as data from TSIA’s social media survey.
How to create an award-winning community - Community Conference 2014Seismonaut
Vincent Boon, an award-winning community manager, spoke at Community Conference 2014 in Copenhagen on April 3rd about how to create a thriving community.
Community Conference is organised by Seismonaut. www.communityconference.dk
The Biggest Challenges with Private Online Communities and the Secrets to Ove...Socious
This presentation was designed to educate IT executives at associations and membership organizations on what it takes to build a successful online community.
Livestreaming is the newest expectation of audiences everywhere. But how do you budget for live video?
In these slides we cover:
-How to get started with livestreaming.
-How much to budget when you’re building a live video strategy.
-A checklist of equipment you will need.
-How to demonstrate real ROI from live video.
SITS13 - The customer revolution & why you should careUserVoice
I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it.
So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think.
Measurement is a hot topic in the digital sphere, mainly because of its complexity. This deck provides a top line breakdown of the elements behind analyzing program analytics.
Podcast Branding Presentation Template
If you want to buy this presentation template, please visit http://madlis.com
Good design gets out of the way of the content you are sharing. It helps your audience focus on the content itself instead of the design.
But, it's no secret that most people dislike giving presentations. The dread of public speaking consistently ranks among the greatest fears in public surveys.
This presentation slides can help you reduce the anxiety involved with giving a presentation. Well-designed slides not only build your own confidence, they make your key points clearer to the audience.
Podcast Branding Presentation Template
If you want to buy this presentation template, please visit http://madlis.com
Good design gets out of the way of the content you are sharing. It helps your audience focus on the content itself instead of the design.
But, it's no secret that most people dislike giving presentations. The dread of public speaking consistently ranks among the greatest fears in public surveys.
This presentation slides can help you reduce the anxiety involved with giving a presentation. Well-designed slides not only build your own confidence, they make your key points clearer to the audience.
On June 10th 2016, we held our annual Wolfgang Essentials event at The Foundry, at Google in Dublin. The last part of the talk consisted of a short series of talks:
Luke: Essential SEO - The Spider Trap
Daniel: Essential SEO - The Native Ad Play
Kevin: Essential SEO - Structured Data
Kenia: Facebook Video VS Youtube
Roisin: The Authentic Advertising Revolution
Anna: The Facebook Audience Triple Play
John: Calculate Your In-store Conversions
Beth: The Web's Most Underrated Conversion Tactic
Alan: SERP Trend
What Is The Difference?
It’s Virtual
No need to leave the office
Low carbon footprint
Cost effective
Accessible at your convenience
Interactive, Interactive, Interactive!
Why Exhibit?
CleanTech World-Virtual Expo presents an unrivalled business platform in one perpetual accessible place, bringing together key players in the renewable energy industry from across the globe, economically with the lowest carbon footprint. It is the perfect low cost, low impact, environmentally friendly opportunity to showcase your company, products and services from your own virtual booth with various links back to your website, built by a dedicated member of our team utilising your company logo, profile, video, catalogue and images to create brand awareness and deliver sales leads.
Potential clients from across the globe can visit your booth free of charge to source products or services, request information, documentation, or receive a quote 24 hours a day, 365 days a year. In a few clicks, they can also visit the media centre, auditorium or cleantech network community to connect and interact with exhibitors and industry experts.
Virtual Expo & Exclusive Marketing Program Package For One Year
Virtual Booth
Personal booth build service
Company logo
Company video
PDF’s/Catalogues
Images
Links to website
Product listings
Enhanced listing & site promotion
Visitor tracking report
Priority customer care
Media Centre
Monthly CleanTech Focus e-Magazine
Upload Company news, press releases, white papers & case studies
Upload podcasts
News articles
Regular guest blogger
Social media inclusion
Virtual Auditorium
Upload webinars – Guest speakers
Live webinars – Host,connect, interact
CleanTech Network
Private community – Connect & interact
Post comments & share knowledge
Real time discussions with qualified visitors and other exhibitors
Unique concept
Advantages of Exhibiting
Online (virtual) exhibitions have the following major advantages over static, one dimensional events or other advertising methods:
Promote your brand, reach your target audience without leaving the office
Regular qualified traffic represents new sales leads
Connect and interact with industry professionals
Cost effective and carbon saving
Online 24/7, 365 days a year – Free of charge for your visitors
Over 750,000 expected visitors every month
Available from visitor’s office, home, laptop – no traffic or travel!
Positively focused visitors – no side distractions
Site available all year round in more than 105 countries
Translated in several languages
Virtual expo’s are fast proving the most preferred way to present products and services to the general public. They are becoming an integral part of branding and content distribution, allowing companies to capitalize on a plethora of business opportunities.
Your business can promote a greener environment, register your interest here and a member of our sales team will contact you.
The convergence of brands, service and commerceValtech
When we think ahead,we see that digital transformation goes beyond digitizing business as usual.
We see that digital champion brands look at brand, service, and commerce in an integrated way. At the heart of customer experience lies the continuous improvement of these three aspects.
Valtech_ NL asked its biggest clients to participate in a research about this topic, which resulted in multiple, valuable insights.
Brand, Service & Commerce convergence tacticsValtech
We see that digital champion brands look at brand, service, and commerce in an integrated way. At the heart of customer experience lies the continuous improvement of these three dimensions.
Disruptors like HelloFresh (Food), Coolblue (Retail), and AirBnB (Travel) have combined brand, service, and commerce into a platform that gives the customer a distinctive total experience thanks to an ecosystem consisting of products and services.
Agile marketing and best-of-suite CMS solutionsValtech
Sebastian Bode, Senior Digital Strategist at eFocus, has given a webinar for Sitecore Summer School 2015. During this webinar he discussed how to deal with the challenges of the effective use of marketing capabilities of content management systems using Agile Marketing Principles. Sitecore is used as an example, but the scope is also applicable to other integrated solutions.
Op woensdag 10 december presenteerden Mohamed Belarbi, developer, en Jeroen Kasteleijn, informatieanalist, tijdens de Sitecore User Group Nederland. Bekijk hier hun presentatie over Sitecore Commerce Server.
Op woensdag 10 december presenteerde Sebastiaan Bode tijdens de Sitecore User Group Nederland. Bekijk hier zijn presentatie over Sitecore Federated Experience Manager / FXM
eFocus heeft een vierde vestiging geopend. Na Utrecht, Amsterdam en Amersfoort is het nu tijd voor een vestiging in Eindhoven. Voor de officiële opening presenteerden Pim Brouns, vestigingsmanager Eindhoven, en Freek Bijl, Strategy Director, het verhaal van eFocus. Daarnaast gaf Freek een korte update over Digital Transformation.
We zijn op een punt beland dat sociaal kapitaal minstens zoveel waard is als fysiek kapitaal. Maar hoe verkrijg, behoud en versterk je dit sociaal kapitaal? In andere woorden: hoe moet ik omgaan met vertrouwen tussen de klant en mijzelf in een sociaal tijdperk? Aan de hand van praktische cases maakt Michiel dit complexe thema behapbaar.
Helpen social media bij het laden van B2B brandsValtech
DSM deelt tijdens The Social Conference 2014 haar ontdekkingsreis van het bouwen van het Dyneema merk, onderdeel van DSM, door middel van social media. Van een geïsoleerd initiatief tot een geïntegreerde positie binnen het online landschap. Van het uitbesteden van de social werkzaamheden tot een vast onderdeel van de dagelijkse manier van werken binnen de marketing- en salesafdeling.
Bekijk hier de presentatie van de kennissessie over Real Social Business, gegeven bij eFocus op donderdag 12 september door Kirsten Wagenaar en Michiel van Dam. Wanneer organisaties social media willen inzetten, wordt vaak direct gedacht aan platformen zoals Facebook en Twitter. Het stellen van heldere en meetbare doelstellingen wordt vaak vergeten of overgeslagen. En dat terwijl social media pas echt tot zijn recht komt als onderdeel van de gehele digitale strategie. Maar wat is daarvoor nodig? Is social media niet meer dan ‘1 van de kanalen’ of vergt het een andere aanpak, een andere houding en misschien zelfs een andere bedrijfscultuur? Dergelijke vragen werden tijdens deze sessie beantwoord.
Bekijk hier de presentatie van de kennissessie over Lean Online Marketing, gegeven bij eFocus op donderdag 30 mei door Freek Bijl en Jeroen van Eck. De wereld van online marketing bestaat uit een complex landschap van mogelijkheden en middelen. Vaak wordt online marketing bedreven vanuit een silo perspectief: search, e-mail, social, website, display, etcetera. Veel is meetbaar, maar we weten lang niet altijd wat werkt. Er valt veel te winnen in de keten van middelen en activiteiten.
Presentatie Aad Boon tijdens Experience CommerceValtech
Op 4 april jl. sprak Aad Boon tijdens het Seminar Experience Commerce in Pakhuis de Zwijger. Dit werd georganiseerd door eFocus in samenwerking met Adobe en hybris.
3. The philosophy which underpins
the giffgaff community
1. Mutuality – Members help in recruitment, marketing
and advice, they share in the changes of the business
2. Member Involvement – Members help other members
problems, get members and spread the word
3. The collective good – Members create a knowledge
base with 1000’s of pages of information which can be
used and browsed by anyone.
4. Simple – Members are a barometer for keeping things
simple and straight forward, ensuring our propositions
are easy to use and understand
5. Respect – By giving responsibility for tone back to the
community we ensure that even heated discussions
stay constructive and have a respectable tone.
6. Feedback – Through consistently asking for, and acting
on feedback the company keeps its finger on the pulse
and develops the right products and features.
7. Ideas – Having an open ideas board ensures we get the
latest thinking and an immediate sense of the urgency
on implementing specific suggestions.
4. Our model is much more than just
customer support
Customer Service
Proposition Development
Ideas on any aspect of company development
Marketing
Technology & Testing
And your community forum is the main way ‘through the wall’
9. Why is social customer service
important?
• For every customer that complains, at least 25 will
not
• 85% will return if their issue is resolved promptly vs
91% won’t return if issue isn’t resolved
• Dissatisfied people will tell 8-16 people on the web
– Average # friends on facebook: 150
– Average # twitter followers: 126
Source: Ad-tech conference 21st Sept 2010: http://giff.ly/mUp4H3 ; Business zone: http://giff.ly/md0s0B ; Facebook
http://giff.ly/io6C07 ; Guardian http://giff.ly/kfoZlI
10. 90% of online
consumers worldwide
trust recommendations
from people they know
70% trust consumer
opinions posted online
10
Source: Business zone: http://giff.ly/md0s0B
11. 75% of customer queries can be resolved by the
Community.
100% visits
Search and Knowledge
Community
browse behaviour base
77.1%
22.4%
Email an Agent Post in
Community
0.3% 0.2%
Average response time = Average response time =
2hrs (8am – 6pm) 3 minutes (24/7)
Savings of ~ 75% can be achieved versus a traditional model
12. Fans promote us, defend us and perform
customer service for us on the open net
Community becomes your eyes and ears. And if managed properly will defend you on
the wider web
13. Customers are very happy with Community
Care, in fact it makes customers happier
Net Promoter Score
81 100
80
80
79
60
78
Existing
77 40
New
76 20
75
0
74
Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12
Source: giffgaff member survey & NPS website.
NPS is the % of promoters (scoring 9 or 10) less % of detractors (scoring 0 – 6) answering the question “How likely are you to
recommend Product X to a friend or colleague?” on a scale of 1-10. Any score over 50 is considered exceptional.
Developing the relationships with the community allows you to reach very high
levels of CSAT and NPS
14. Other Community activity
Proposition Development
Ideas on any aspect of company development
Marketing
Technology & Testing
15. • People connect on the go and it’s our community that
leads the way and supports that
• With well over 20 different mobile applications created
• And downloads of these applications running into the
100.000’s
17. Submit: Great giffgaff ideas
Over 9000+ ideas in two & half years
Over 430+ have been implemented
On average that’s 1 idea every 3 days!
18. 25%+ of connections from existing
members % of gross connections
Member
• 25% of connections come from directly trackable get
Member
member get member activity. 25%
• Members have created over 150 videos to assist
Primary,
in marketing. 75%
• Members test releases in Beta before they go
fully live.
• Members first fulfilled our Microsims demands,
by creating an order platform, cutting out micro
sims and sending them to our prospects on behalf
of giffgaff. Now they send out Nanosims. 35,000
so far have been send out.
We gave back £2.9m to members in 2012 The igaff iPhone app – 100%
created by giffgaff community
18
19. How it all fits together:
A social customer journey
“Only a few weeks later, I seriously started
Hears about gg on looking at giffgaff, a company I'd been told
twitter
about by @monkeyonahill.”
Tweets regularly –
Goes to forum –
and tweets
gets answers at
appear in forum
10.30pm
feed
Blogs & forum Case Study of giffgaff Orders a SIM using
posts again when
he gets Payback
member Dantup MGM –from Join
part of forum
“As such, if a member refers
a friend, they each get £5! (I
got mine thanks to
@appleboyy).”
Blogs about gg on Activates and
In 2 weeks…
his own blog – starts helping on • 3 hours online
links in forum forum • 25 assists
• 3 accepted
solutions
• 400 page views