This document discusses complaints and digital transformation. It notes that digital transformation has occurred in waves impacting industries like music, media, retail and more. It also provides data on how Belgians complain, with the majority complaining via email or phone. Some complain on social media for faster responses or more visibility. The document then discusses Frank's roadmap for digital loyalty at Mobile Vikings, noting they focus on younger customers and started on social media. It emphasizes creating connections, being transparent, involving communities and using real people with passion.

3. COMPLAINTS…
The Social Science of Complaining

4. 3 waves of digital transformation
1995+
music
photography
video rental
…
2010+
print media
tv
travel
…
2015+
retail
healthcare
automotive
education
…
…
Source: Digital Transformation, a model to master digital disruption (Caudron, Van Peteghem, 2014)

5. How and through which channels?
 3 out of 4 belgians outed complaints against a company (Fl-Wall)
 58% via email
 33% via phone
 25% via website company
 5,9% via Social Media (Facebook, Twitter, Linkedin, Google+, …)
 Youngsters (15-24yr): 18%
 Young adults (25-34yr): 14%

6. Why through social media?
 42% expect a quicker RESPONSE
 38% want more people to see their complaint
 33% expect the problem to be SOLVED faster
Complaining via Social Media … on the rise!

8. FRANK’S ROADMAP TO DIGITAL
LOYALTY
Don’t try this at home

10. Content
1. Disclaimer
2. Lessons learned
3. Which communication tools do we use
4. Mobile Vikings offline
5. Falling in love is easy, stay in love …
6. Be authentic

11. Disclaimer

13. Why
Not
?
What is different with the Mobile Vikings …
- Targets 18-35 year
- MV are data-user = used to social media
- Our growth objective is limited
- We started on social media as main
communication tool !

14. Lessons learned

15. Lessons learned
Create connection with your customer
Speed is everything
Transparent
Involve the community
Real people with passion
Lessons
learned

16. Create connection

17. But always give correct information

18. Be transparent

19. Involve the community

20. Work with real people (passion)

21. Which communication tools do we use

22. Telephone
Email
Twitter
Blog
Mobile Application

23. Telephone is not old school

24. Email is still very popular

25. Twitter is a very important tool and has to be handled with care

26. Facebook is the most popular tool to communicate with our Mobile Vikings

27. Blog is important for the fans

28. Mobile Application : a new communication and a tool for the future

29. We receive almost no letters from our Mobile Vikings

30. What do we do offline

32. Love and hate

33. Falling in love is easy
But staying in love
Is very SPECIAL
(Anon)

35. Be authentic

37. THANK YOU
Frank Bekkers
Evangelist and Co-Founder from Mobile Vikings
@Flatfrank
+32 487 40 40 80
Frank.bekkers@mobilevikings.com