Social Design - Making it a better cat and mouse game - #socialbydesign

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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.

Social Design
To make it a better cat and mouse game

June 2012 – Rick Mans – Social Media Lead

Rick Mans
Capgemini

@rickmans
slideshare.net/rickmans
dontmindrick.com

We seem to be excited about great
customer service

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

59% moderate to high effort to solve
their issue

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

79% of consumers have passed on a
negative experience

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

Social Design - Making it a better cat and mouse game - #socialbydesign

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Social Design - Making it a better cat and mouse game - #socialbydesign

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

Editor's Notes

The product failed and the customer service failed.

Social Design - Making it a better cat and mouse game - #socialbydesign

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Editor's Notes