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.

Business Technology

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

Connectivity Participation Data

Identity Trust Shareable

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

Many companies intrinsically ‘care’ about their own NPS, but they tend to survey their existing user base – often neglecting churned or past customers. And small business owners care about NPS (if not NPS, then the general opinion of a company) because they are faced with making business purchases decisions every day. And this is an important audience! There are 27.9 million small businesses in U.S. that collectively make up approximately 46% of our GDP. So, what are the best technologies that help SMBs "run the business of their business?"

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This deck was part of our presentation "How to Pull Your Own Trump" delivered by Adam Abrahami, Managing Director, iris Concise at Social Media Week New York 2017. Whether you feel icky about it, don’t know about it, or are scared by it, the approach Trump’s team took will change the nature of political campaigning from here forward. From the perspective of a data driven marketer and customer strategy consultant, the campaign employed a range and scale of new tactics that are more common to credit card marketing than to political campaigning – On the day of the third presidential debate, the team tested 170,000 different messages. They used machine learning to hone his messages over time. They took a post-demographic approach to targeting that is more often spoken about, than actually done. Like him or hate him, you want to understand this for your own digital marketing strategies moving forward.

What you need to know build customer trust and loyalty online in 2022. 2021 was the year in which the COVID-19 pandemic continued to define many areas of life and business. It taught us to adapt to challenges and embrace technology to bridge the gaps caused by the restrictions that trickled over from 2020. If the past two years have taught us anything, it is that COVID-19 is not going anywhere any time soon. Businesses will need to keep up with the changes COVID has fueled to remain relevant in the digital world. In 2022, customers will continue to demand more personalized experiences and expect transparency and privacy for sharing their data. This will call for rejuvenated efforts to maintain customer trust in the ever-changing business landscape. Brands will compete on trust both offline and online. Online trust will evolve over the years to accommodate the growing young population. They see new technologies as enablers in the new digital economy. Businesses that embrace both digital transformation and trust will remain competitive among this demographic that quickly warms up to these technologies. From e-commerce to financial services, staying differentiated will require you to stay in touch with the latest trends to remain relevant and maintain customer trust and loyalty.

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If you haven’t done so already, there is no reason to invest big time in starting up a corporate social media channel. Of course, it is a hygiene measure to have a corporate social media account though will this be your tactic that makes the biggest impact? I don’t think so. Full voice over for the presentation available on http://dontmindrick.com/socialmedia/employee-advocacy-brand-social-media-activity

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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

14.

15. f-commerce

16. f-commerce

17. What the audience is doing

18. Your offer

19.

20.

21. Best practices?

22.

23.

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

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34.

35. Connectivity Participation Data Identity Trust Shareable

36.

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

42.

43.

44.

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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