This document discusses trust management in peer-to-peer platforms. It outlines different levels where trust can be catered, including the transaction level, user level, and marketplace level. At the transaction level, platforms can assess benefits, risks, and guarantees. At the user level, platforms can focus on authentication, ratings/reviews, transaction history, and screening. At the marketplace level, platforms can build trust through their identity/image, relationship with users, and platform/application design. Examples of trust management approaches from platforms like BlaBlaCar, Airbnb, TaskRabbit, and others are also provided.
VRM: the citizen-centric future of communicationsTara Hunt
Presentation on VRM I gave at the Strategic Communication CBA Conference in San Antonio, TX (US Strategic Command - Department of Defense) on October 28.
shareNL symposium autodelen 2016, Christian Lambert, Drive nowshareNL
This document provides a summary of a presentation given by Christian Lambert, CEO of DriveNow Belgium, at a symposium on car sharing in 2016. The presentation outlines how car sharing services like DriveNow help address mobility challenges in large cities experiencing population growth and congestion by providing an on-demand alternative to private car ownership that reduces traffic, parking demand, and emissions. DriveNow allows users to rent BMW and Mini vehicles by the minute using a smartphone app, and has over 630,000 members across 10 European cities.
VRM: the citizen-centric future of communicationsTara Hunt
Presentation on VRM I gave at the Strategic Communication CBA Conference in San Antonio, TX (US Strategic Command - Department of Defense) on October 28.
shareNL symposium autodelen 2016, Christian Lambert, Drive nowshareNL
This document provides a summary of a presentation given by Christian Lambert, CEO of DriveNow Belgium, at a symposium on car sharing in 2016. The presentation outlines how car sharing services like DriveNow help address mobility challenges in large cities experiencing population growth and congestion by providing an on-demand alternative to private car ownership that reduces traffic, parking demand, and emissions. DriveNow allows users to rent BMW and Mini vehicles by the minute using a smartphone app, and has over 630,000 members across 10 European cities.
shareNL symposium autodelen 2016, Bart Stoffels, Wordt de zelfrijdende auto e...shareNL
This document discusses self-driving vehicles and how they may become shared vehicles. It notes that fully self-driving vehicles (level 5 automation) are likely to be used primarily for shared mobility services rather than private ownership. Shared self-driving vehicles could provide environmental and accessibility benefits by reducing traffic, emissions, and enabling transportation for those who cannot drive. However, self-driving vehicles also face challenges related to public trust, legal issues, and the need for detailed maps and real-time traffic information to operate safely. The document advocates for cities and governments to strategically plan for and support the development of self-driving and shared mobility services.
shareNL symposium autodelen 2016, Michael Glotz-Richter, Why cities should em...shareNL
This document summarizes a presentation given at a symposium on car sharing in 2016. The presentation discusses the benefits cities can see from embracing car sharing programs. It provides examples from the city of Bremen, Germany, which has over 11,800 car sharing users across 71 stations. Data shows each car sharing car in Bremen replaces about 15 privately owned cars. The city has a goal of 20,000 car sharing users by 2020 to replace over 6,000 private vehicles as part of its car sharing action plan.
shareNL symposium autodelen 2016, Karla Münzel, State of car sharingshareNL
This document summarizes a symposium on car sharing in 2016. It analyzes data on car sharing in 177 cities across 5 European countries. The top cities for car sharing per capita are Karlsruhe, Utrecht, and Amsterdam, while the top cities for total shared cars are Paris, Berlin, and London. Key factors influencing car sharing adoption in a city include country, city size, education levels, environmental attitudes, public transit usage, and presence of other shared transport options. P2P car sharing is also influenced by a city's history, while B2C car sharing correlates with education, environmentalism, and bikesharing/university presence.
Dit rapport is gebaseerd op een verkennend onderzoek naar de deeleconomie, uitgevoerd door shareNL in opdracht van het Ministerie van Infrastructuur en Milieu. Het verschaft heldere definities en conceptualisering van het fenomeen deeleconomie en geeft een uitgebreid overzicht van de stand van zaken van de Nederlandse deeleconomie. Daarnaast geeft dit rapport inzicht in de milieu-impact van de deeleconomie.
shareNL | onderzoek iov EZ | innoveren in de deeleconomie | 18 12 2015shareNL
Dit rapport biedt een heldere beschrijving van het fenomeen deeleconomie en toont de kansen en belemmeringen die innovatieve investeringen in de deeleconomie, op het gebied van duurzame economische groei, (on)mogelijk maken. Daarnaast worden punten benoemd waar wijziging van regelgeving nodig is, om kansrijke innovaties in de deeleconomie te laten slagen.
Resultaat: een overzicht van kansen en belemmeringen in de deeleconomie voor innovatieve investeringen van ondernemers in duurzame economische groei, met bijbehorende handelingsperspectieven.
Master thesis sdeg pieter van de glind - 3845494 - the consumer potential o...Pieter van de Glind
This document summarizes a master's thesis that studied collaborative consumption in Amsterdam. It used qualitative interviews and a large survey to identify motives for collaborative consumption and measure willingness among Amsterdam residents. The results found financial, social, and environmental motives. Over 80% of respondents were willing to participate in some form of collaborative consumption. Factors like income, age, and experience affected willingness. Despite limitations, the research provided valuable empirical evidence on collaborative consumption's consumer potential.
shareNL | SHARE | hoofdstuk 'kennis' | april 2016shareNL
De deeleconomie is aan een onstuitbare opmars bezig. Het internet mengt zich met de fysieke wereld. We delen niet alleen meer onze foto’s, video’s en verhalen, maar ook onze auto’s, huizen, spullen, ons eten, onze energie, onze kennis en ons kapitaal. Door deze gedragsverandering voorzien we op een nieuwe manier in wat we nodig hebben: een overnachting zonder hotel, een auto zonder verhuurbedrijf, een studie zonder universiteit, gereedschap zonder bouwmarkt, energie zonder nutsbedrijf en een lening zonder bank.
Aan de hand van onderzoek en vele praktijkvoorbeelden brengen Van de Glind en Van Sprang de deeleconomie per markt in kaart. Dit boek geeft een unieke inkijk in de ontwikkeling van deze nieuwe economie. Het laat zien welke kansen en uitdagingen er zijn voor zowel opkomende als gevestigde organisaties en hoe de koplopers de toekomst al aan het vormgeven zijn.
Dit is het hoofdstuk 'Kennis' uit ons boek.
Welcome to the ecosystem of the collaborative economyshareNL
The sharing economy’s popularity is increasing. The term, and
organizations often associated with it, such as Airbnb and Uber,
is featured daily in the media. However it is not always clear
what does or doesn’t belong to the collaborative economy;
and what the collaborative economy looks like from the ‘inside’.
Therefore we have created this ecosystem.
Share nl collaborative economy environmental impact and opportunities reportshareNL
This research explores the environmental impact of the collaborative economy: an emerging and varied phenomenon on which little information is available. The research focuses particularly on goods within the collaborative economy, but also provides a description of the entire collaborative economy landscape and its sustainability impact. The broad conclusion is that the sharing of goods has significant positive environmental impact because under-used capacity is exploited to accommodate consumption needs.
Share nl report for the ministry of economic affairs on the innovation in the...shareNL
This report summarises research on barriers to investment in innovation and whether opportunities are currently feasible or not in the collaborative economy, and in the area of green growth. For this purpose, multiple roundtable meetings have been organised and interviews have been held with entrepreneurs, academics, legal experts, representatives of companies and government, who are active in the field of the collaborative economy. This summary sets outs the priority aspects of the collaborative economy which require action.
The collaborative economy contributes to green growth, but its potential can be utilised better. This can be achieved by looking at the opportunities and barriers, which now exist because the difference between producers and consumers has become more blurred, as well as changing trends of consumers renting or sharing products rather than owning products. As a result new risks and questions arise concerning liability, taxation, and competition. This report suggests a role for the government in four areas: (1) to ensure that current legislation is clear in how it applies to the collaborative economy; (2) to provide regulatory flexibility for experiments; (3) to monitor relevant developments and safeguard the public interest; and (4) to address the barriers that have been identified in this research.
Mayor and Executive Board of the Municipality of Amsterdam have agreed on the Action Plan on Sharing Economy and herewith gives space to the opportunities the sharing (or collaborative) economy offers to the city. Sharing economy is a broad concept, amongst other things it is about making more efficient use of goods, services and skills. By using online platforms, people can for example exchange, rent and borrow stuff from each other more easily. The consumer is at the centre and gets more affordable and easier access to services and goods. The Mayor and Executive Board want to stimulate the sharing economy where possible without losing sight of any excesses. Risks include an uneven playing field or a lack of social security. Thus the sharing economy is not a question of ban or authorize, but of monitor and seize opportunities where possible (March 2016).
I was invited to speak with Professor Arun Sundararajan‘s “Networks, Crowds and Markets” class on the topic of “Trust and the Sharing Economy.” The discussion focused on current trust indicators on collaborative consumption platforms and potential ideas for solving the trust issue currently present.
Subrata Mukherjee gave a presentation on understanding customers through analytics. He discussed identifying different types of customers, both internal and external. Understanding customer motivations and footprints they leave behind is important. Data can be used to transform the customer journey by personalizing content and offers. Publishers can leverage actionable analytics by understanding customers in depth, sending targeted messages, and defining complex customer segments. Doing so requires investing in data management platforms and connecting various systems and vendors while ensuring compliance with privacy laws.
Putting Customers at the Center of Your Digital Strategy@chrisboyer LLC
Existing patients, potential patients, family members and doctors use the internet to discover, research, evaluate and decide on their health care options. This poses a challenge for many health systems that are trying to understand and map customer journeys to support their branding, marketing and communication efforts. In this presentation, we'll outline a practical approach to mapping your digital tactics (social, website, CRM, etc) to ensure you are understanding customer's needs and optimizing to support the way they interact with your organization.
shareNL symposium autodelen 2016, Bart Stoffels, Wordt de zelfrijdende auto e...shareNL
This document discusses self-driving vehicles and how they may become shared vehicles. It notes that fully self-driving vehicles (level 5 automation) are likely to be used primarily for shared mobility services rather than private ownership. Shared self-driving vehicles could provide environmental and accessibility benefits by reducing traffic, emissions, and enabling transportation for those who cannot drive. However, self-driving vehicles also face challenges related to public trust, legal issues, and the need for detailed maps and real-time traffic information to operate safely. The document advocates for cities and governments to strategically plan for and support the development of self-driving and shared mobility services.
shareNL symposium autodelen 2016, Michael Glotz-Richter, Why cities should em...shareNL
This document summarizes a presentation given at a symposium on car sharing in 2016. The presentation discusses the benefits cities can see from embracing car sharing programs. It provides examples from the city of Bremen, Germany, which has over 11,800 car sharing users across 71 stations. Data shows each car sharing car in Bremen replaces about 15 privately owned cars. The city has a goal of 20,000 car sharing users by 2020 to replace over 6,000 private vehicles as part of its car sharing action plan.
shareNL symposium autodelen 2016, Karla Münzel, State of car sharingshareNL
This document summarizes a symposium on car sharing in 2016. It analyzes data on car sharing in 177 cities across 5 European countries. The top cities for car sharing per capita are Karlsruhe, Utrecht, and Amsterdam, while the top cities for total shared cars are Paris, Berlin, and London. Key factors influencing car sharing adoption in a city include country, city size, education levels, environmental attitudes, public transit usage, and presence of other shared transport options. P2P car sharing is also influenced by a city's history, while B2C car sharing correlates with education, environmentalism, and bikesharing/university presence.
Dit rapport is gebaseerd op een verkennend onderzoek naar de deeleconomie, uitgevoerd door shareNL in opdracht van het Ministerie van Infrastructuur en Milieu. Het verschaft heldere definities en conceptualisering van het fenomeen deeleconomie en geeft een uitgebreid overzicht van de stand van zaken van de Nederlandse deeleconomie. Daarnaast geeft dit rapport inzicht in de milieu-impact van de deeleconomie.
shareNL | onderzoek iov EZ | innoveren in de deeleconomie | 18 12 2015shareNL
Dit rapport biedt een heldere beschrijving van het fenomeen deeleconomie en toont de kansen en belemmeringen die innovatieve investeringen in de deeleconomie, op het gebied van duurzame economische groei, (on)mogelijk maken. Daarnaast worden punten benoemd waar wijziging van regelgeving nodig is, om kansrijke innovaties in de deeleconomie te laten slagen.
Resultaat: een overzicht van kansen en belemmeringen in de deeleconomie voor innovatieve investeringen van ondernemers in duurzame economische groei, met bijbehorende handelingsperspectieven.
Master thesis sdeg pieter van de glind - 3845494 - the consumer potential o...Pieter van de Glind
This document summarizes a master's thesis that studied collaborative consumption in Amsterdam. It used qualitative interviews and a large survey to identify motives for collaborative consumption and measure willingness among Amsterdam residents. The results found financial, social, and environmental motives. Over 80% of respondents were willing to participate in some form of collaborative consumption. Factors like income, age, and experience affected willingness. Despite limitations, the research provided valuable empirical evidence on collaborative consumption's consumer potential.
shareNL | SHARE | hoofdstuk 'kennis' | april 2016shareNL
De deeleconomie is aan een onstuitbare opmars bezig. Het internet mengt zich met de fysieke wereld. We delen niet alleen meer onze foto’s, video’s en verhalen, maar ook onze auto’s, huizen, spullen, ons eten, onze energie, onze kennis en ons kapitaal. Door deze gedragsverandering voorzien we op een nieuwe manier in wat we nodig hebben: een overnachting zonder hotel, een auto zonder verhuurbedrijf, een studie zonder universiteit, gereedschap zonder bouwmarkt, energie zonder nutsbedrijf en een lening zonder bank.
Aan de hand van onderzoek en vele praktijkvoorbeelden brengen Van de Glind en Van Sprang de deeleconomie per markt in kaart. Dit boek geeft een unieke inkijk in de ontwikkeling van deze nieuwe economie. Het laat zien welke kansen en uitdagingen er zijn voor zowel opkomende als gevestigde organisaties en hoe de koplopers de toekomst al aan het vormgeven zijn.
Dit is het hoofdstuk 'Kennis' uit ons boek.
Welcome to the ecosystem of the collaborative economyshareNL
The sharing economy’s popularity is increasing. The term, and
organizations often associated with it, such as Airbnb and Uber,
is featured daily in the media. However it is not always clear
what does or doesn’t belong to the collaborative economy;
and what the collaborative economy looks like from the ‘inside’.
Therefore we have created this ecosystem.
Share nl collaborative economy environmental impact and opportunities reportshareNL
This research explores the environmental impact of the collaborative economy: an emerging and varied phenomenon on which little information is available. The research focuses particularly on goods within the collaborative economy, but also provides a description of the entire collaborative economy landscape and its sustainability impact. The broad conclusion is that the sharing of goods has significant positive environmental impact because under-used capacity is exploited to accommodate consumption needs.
Share nl report for the ministry of economic affairs on the innovation in the...shareNL
This report summarises research on barriers to investment in innovation and whether opportunities are currently feasible or not in the collaborative economy, and in the area of green growth. For this purpose, multiple roundtable meetings have been organised and interviews have been held with entrepreneurs, academics, legal experts, representatives of companies and government, who are active in the field of the collaborative economy. This summary sets outs the priority aspects of the collaborative economy which require action.
The collaborative economy contributes to green growth, but its potential can be utilised better. This can be achieved by looking at the opportunities and barriers, which now exist because the difference between producers and consumers has become more blurred, as well as changing trends of consumers renting or sharing products rather than owning products. As a result new risks and questions arise concerning liability, taxation, and competition. This report suggests a role for the government in four areas: (1) to ensure that current legislation is clear in how it applies to the collaborative economy; (2) to provide regulatory flexibility for experiments; (3) to monitor relevant developments and safeguard the public interest; and (4) to address the barriers that have been identified in this research.
Mayor and Executive Board of the Municipality of Amsterdam have agreed on the Action Plan on Sharing Economy and herewith gives space to the opportunities the sharing (or collaborative) economy offers to the city. Sharing economy is a broad concept, amongst other things it is about making more efficient use of goods, services and skills. By using online platforms, people can for example exchange, rent and borrow stuff from each other more easily. The consumer is at the centre and gets more affordable and easier access to services and goods. The Mayor and Executive Board want to stimulate the sharing economy where possible without losing sight of any excesses. Risks include an uneven playing field or a lack of social security. Thus the sharing economy is not a question of ban or authorize, but of monitor and seize opportunities where possible (March 2016).
I was invited to speak with Professor Arun Sundararajan‘s “Networks, Crowds and Markets” class on the topic of “Trust and the Sharing Economy.” The discussion focused on current trust indicators on collaborative consumption platforms and potential ideas for solving the trust issue currently present.
Subrata Mukherjee gave a presentation on understanding customers through analytics. He discussed identifying different types of customers, both internal and external. Understanding customer motivations and footprints they leave behind is important. Data can be used to transform the customer journey by personalizing content and offers. Publishers can leverage actionable analytics by understanding customers in depth, sending targeted messages, and defining complex customer segments. Doing so requires investing in data management platforms and connecting various systems and vendors while ensuring compliance with privacy laws.
Putting Customers at the Center of Your Digital Strategy@chrisboyer LLC
Existing patients, potential patients, family members and doctors use the internet to discover, research, evaluate and decide on their health care options. This poses a challenge for many health systems that are trying to understand and map customer journeys to support their branding, marketing and communication efforts. In this presentation, we'll outline a practical approach to mapping your digital tactics (social, website, CRM, etc) to ensure you are understanding customer's needs and optimizing to support the way they interact with your organization.
Presentation on "Customer Service Excellence" by Terry Pilcher during the 6th International Benchmarking Conference organized by Dubai Quality Group from 6-7 March 2012 at Al Bustan Rotana Dubai
This document is a presentation on digital marketing that covers several topics:
- The definition and history of digital marketing and how it applies technologies like websites, apps, and social media.
- The advantages and disadvantages of digital marketing for both consumers and businesses.
- An overview of major social media platforms like Facebook, YouTube, and Twitter and how marketers can use them.
- The role of social media and digital campaigns in politics.
- Additional digital marketing concepts like social commerce, payment gateways, and a 12-month social media marketing plan.
This document discusses factors for successful lead nurturing programs. It notes that customers now control most of their relationships without human interaction. Engagement drives acquisition, and moving people from consideration to commitment is important. Most leads are not utilized. It recommends establishing trust by educating and differentiating, being relevant, and understanding the customer journey. Content should attract, engage, qualify prospects at different familiarity levels. Metrics like lead scoring and engagement should be used. A case study shows how a media company improved lead quality and sales readiness through an automated nurturing program with profiling, multiple email tracks, and a microsite. It increased email effectiveness and conversion rates while improving lead scores.
The document summarizes the progress of a startup called PeerPressure after 3 days of interviews and workshopping their business model canvas. On day 3, they conducted 63 interviews of students and young professionals to understand buyers who want reliable used goods and sellers who want an easy selling experience. Their value proposition is a mobile marketplace that links to social networks to build trust and allows convenient browsing and searching. Their revenue streams would include listing and transaction fees.
The document outlines the key elements of a business model canvas for a pet care company. It discusses channels like Instagram and Facebook for creating awareness and a dedicated website. The value propositions are improving pet health and providing benefits like odor control and easier grooming. Key resources include a manufacturing facility, sales and marketing teams, and R&D. Key partners mentioned are suppliers, consultants, and banks. Customer segments are pet parents and commercial buyers. The revenue model involves sales of goods through various business-to-business and business-to-consumer channels.
This document provides an overview of digital marketing best practices. It discusses understanding the customer journey, focusing on various media types including owned, paid and earned media. It also covers best practices for content marketing, marketing automation, information architecture and developing a mobile content strategy. The key recommendations are to understand the customer, focus on compelling content across owned channels, and integrate paid and earned media to drive engagement throughout the customer journey.
5 Key Steps to Drive with Fintech Customer JourneysDouglas Karr
Customer loyalty is waning in the financial industry as consumers are presented with a vast array of alternative offerings both on and offline. Careful research and design of customer journeys is having a positive impact on organizations to win, keep, and increase the value of prospects and customers. This is a webinar that I did on behalf of Salesforce.
Webinar Deck: Building Customer Relationships in an Omni-Channel WorldEnsighten
“Building Customer Relationships in an Omni-Channel World”
Connecting the dots in an omni-channel world is a challenge that makes it difficult for brands to form meaningful relationships with their customers. A lack of visibility across channels results in broken customer journeys which undermine efforts to cultivate exceptional brand loyalty. In this webinar we will discuss how to connect the dots so you can focus on optimizing for people, rather than channels.
This webinar will cover:
-Creating robust customer profiles through first party data
-Managing the balance between demographic and real-time data
-Acting on customer insights
-Measuring the impact of a personalized customer journey
SPEAKERS: Rick Weithas, Director of Product Marketing, Ensighten & Jared Polidoro, VP of Client Services, Maxymiser
This ppts describes the application of traditional method of segmentation, targeting & positioning in the digital arena and tools that are used for STP
This document discusses disruptive customer experiences and the evolving customer decision journey. It notes that customer experience is defined by the emotions and thoughts generated from interactions between a brand and consumer. When a consumer becomes an advocate for a brand, it shows a memorable customer experience. The document then discusses how personas represent major user groups, how to collect and analyze customer data, and the need to map touchpoints to each step of the customer decision journey. It also notes how automation, personalization, contextualization, and innovation are changing the customer decision process and making it more independent. The document advocates for aligning communication and campaigns to the customer journey, with the right metrics for each phase.
VELTI is a global provider of mobile marketing solutions that enables brands to engage with consumers via their mobile devices. The USEMP project explores how consumers can understand how their personal data is used in online social networks. It aims to develop tools to help consumers manage their online presence and data sharing. These include visualizing the privacy status of one's data and simulating a framework for licensing personal information to avoid commodification. The value of consumers' personal data depends on how much it can increase the probability of purchases or meeting marketing objectives. The document discusses exploring different approaches to understand the economic value of consumers' personal data, including collecting data about actual advertising costs, modeling consumers' perceptions of value, and computing indicators of value based on social
This document provides guidance on developing a low-risk social media engagement strategy. It begins with introductions and then covers social media 101 concepts like the social graph and social object theory. It discusses using social media for customer service and the importance of listening. It then gives an example of the Department of Justice (Victoria)'s social media strategy and policy. Finally, it covers developing objectives, listening to conversations, identifying influencers, developing a response strategy, and measuring social media engagement. The overall message is to start small, focus on listening before responding, and establish clear objectives and metrics for evaluation.
SPEAKERS: Heather McLean, hjc, Brian Walsh, Oracle
Is your nonprofit struggling to get your donor to make a second gift? Has your nonprofit thought about integrating a multi-channel presence to reach your donors? You can’t ignore it: a one-channel touch point just isn’t cutting it anymore and donor communication preferences are becoming more complex and demanding. This exciting session will explore a new and innovative way of thinking when it comes to attracting, motivating, and retaining your donor base through different touchpoints. Using best practices and up-to-date case studies that introduce the new Oracle methodology, Heather McLean, Senior Fundraising Advisor of hjc, and Brian Walsh, CX Architect North American Applications of Oracle, will show you how your organization can tap into your donor base and build deeper relationships through a multi-channel presence.
Go digital or die. Are Middle East insurers ready?Olivier Bauchart
How quickly would they go in adopting the right digital/business transformation? How far would they go? What would the enablers be? What would the benefits be in doing so…but why would they embark on this journey in the first place? How would an aggregator manage to attract global brands to enrich their panels and increase their conversion rate?
As far as eCommerce, Online Insurance and Aggregators are concerned, let’s structure this outlook in 3 sections spanning Market Reality, Digital Transformation and Business Transformation.
This document discusses approaches to measuring the impact of social media marketing. It begins by noting that measurement is a journey and that customers' experiences have changed significantly with the rise of social media. It then outlines five stages of social media integration for organizations, from initial experimentation to a fully engaged enterprise. The document focuses on challenges of linking social media activity to business outcomes. It proposes four approaches to measurement: behavioral, claimed, testable, and data mining. Each approach is described along with examples and limitations. Finally, the document advocates starting measurement efforts and noting that solving complex measurement problems requires an iterative approach.
The document discusses key concepts related to e-commerce and internet marketing. It covers topics like the online marketing mix, online branding and traffic building, managing digital content, and factors that influence consumer behavior online. It also examines concepts like e-CRM in virtual worlds and how organizations can leverage customer relationship management systems to better understand customers and improve relationships. The document provides an overview of various components of e-commerce like business-to-business, business-to-consumer, and consumer-to-consumer models.
The document discusses the need for insurance companies to evolve their digital strategies in response to changes in consumers and distribution. It notes that consumers are increasingly doing their own online research rather than relying on agents, and that 74% would purchase life insurance online if available. It also discusses establishing a digital strategy that focuses on audiences, content, user experience, and technology to improve the customer and agent experience through online services and mobile apps. The final section outlines a process for developing a digital strategy, including assessing the current state, defining a future state, and creating a multi-phased roadmap.
Similar to Trust sharing economy-part_III-trust_management (20)
Governing Sharing Cities | research | Lies van den Eijnden | June 2017shareNL
This master's thesis examines how nine European cities govern the sharing economy through a comparative case study. The thesis finds that cities frame the challenges and opportunities of the sharing economy differently based on their unique historical and political contexts. Additionally, cities govern the sharing economy using different policy actions due to variations in their multilevel governance capacities and interactions. As such, urban governance of the sharing economy is a path-dependent and place-specific process that results in cities taking diverse approaches.
Share nl pieter van de glind _ tel aviv sharing economy _ december 2016shareNL
Here are the slides Pieter used during his keynote at the sharing economy summit in Tel Aviv. Organized by Weconomize during December 2016. These slides were also used during a 1-hour keynote within the Tel Aviv City Government.
Presentatie gebruikt tijdens de meetup voor starters in de deeleconomie.
Presentation used in meetup for starting organizations in the sharing economy.
Carrer goals.pptx and their importance in real lifeartemacademy2
Career goals serve as a roadmap for individuals, guiding them toward achieving long-term professional aspirations and personal fulfillment. Establishing clear career goals enables professionals to focus their efforts on developing specific skills, gaining relevant experience, and making strategic decisions that align with their desired career trajectory. By setting both short-term and long-term objectives, individuals can systematically track their progress, make necessary adjustments, and stay motivated. Short-term goals often include acquiring new qualifications, mastering particular competencies, or securing a specific role, while long-term goals might encompass reaching executive positions, becoming industry experts, or launching entrepreneurial ventures.
Moreover, having well-defined career goals fosters a sense of purpose and direction, enhancing job satisfaction and overall productivity. It encourages continuous learning and adaptation, as professionals remain attuned to industry trends and evolving job market demands. Career goals also facilitate better time management and resource allocation, as individuals prioritize tasks and opportunities that advance their professional growth. In addition, articulating career goals can aid in networking and mentorship, as it allows individuals to communicate their aspirations clearly to potential mentors, colleagues, and employers, thereby opening doors to valuable guidance and support. Ultimately, career goals are integral to personal and professional development, driving individuals toward sustained success and fulfillment in their chosen fields.
This presentation by Professor Alex Robson, Deputy Chair of Australia’s Productivity Commission, was made during the discussion “Competition and Regulation in Professions and Occupations” held at the 77th meeting of the OECD Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found at oe.cd/crps.
This presentation was uploaded with the author’s consent.
This presentation by Juraj Čorba, Chair of OECD Working Party on Artificial Intelligence Governance (AIGO), was made during the discussion “Artificial Intelligence, Data and Competition” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/aicomp.
This presentation was uploaded with the author’s consent.
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...SkillCertProExams
• For a full set of 760+ questions. Go to
https://skillcertpro.com/product/databricks-certified-data-engineer-associate-exam-questions/
• SkillCertPro offers detailed explanations to each question which helps to understand the concepts better.
• It is recommended to score above 85% in SkillCertPro exams before attempting a real exam.
• SkillCertPro updates exam questions every 2 weeks.
• You will get life time access and life time free updates
• SkillCertPro assures 100% pass guarantee in first attempt.
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie WellsRosie Wells
Insight: In a landscape where traditional narrative structures are giving way to fragmented and non-linear forms of storytelling, there lies immense potential for creativity and exploration.
'Collapsing Narratives: Exploring Non-Linearity' is a micro report from Rosie Wells.
Rosie Wells is an Arts & Cultural Strategist uniquely positioned at the intersection of grassroots and mainstream storytelling.
Their work is focused on developing meaningful and lasting connections that can drive social change.
Please download this presentation to enjoy the hyperlinks!
This presentation by Yong Lim, Professor of Economic Law at Seoul National University School of Law, was made during the discussion “Artificial Intelligence, Data and Competition” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/aicomp.
This presentation was uploaded with the author’s consent.
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...Suzanne Lagerweij
This is a workshop about communication and collaboration. We will experience how we can analyze the reasons for resistance to change (exercise 1) and practice how to improve our conversation style and be more in control and effective in the way we communicate (exercise 2).
This session will use Dave Gray’s Empathy Mapping, Argyris’ Ladder of Inference and The Four Rs from Agile Conversations (Squirrel and Fredrick).
Abstract:
Let’s talk about powerful conversations! We all know how to lead a constructive conversation, right? Then why is it so difficult to have those conversations with people at work, especially those in powerful positions that show resistance to change?
Learning to control and direct conversations takes understanding and practice.
We can combine our innate empathy with our analytical skills to gain a deeper understanding of complex situations at work. Join this session to learn how to prepare for difficult conversations and how to improve our agile conversations in order to be more influential without power. We will use Dave Gray’s Empathy Mapping, Argyris’ Ladder of Inference and The Four Rs from Agile Conversations (Squirrel and Fredrick).
In the session you will experience how preparing and reflecting on your conversation can help you be more influential at work. You will learn how to communicate more effectively with the people needed to achieve positive change. You will leave with a self-revised version of a difficult conversation and a practical model to use when you get back to work.
Come learn more on how to become a real influencer!
This presentation by OECD, OECD Secretariat, was made during the discussion “Competition and Regulation in Professions and Occupations” held at the 77th meeting of the OECD Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found at oe.cd/crps.
This presentation was uploaded with the author’s consent.
This presentation by Thibault Schrepel, Associate Professor of Law at Vrije Universiteit Amsterdam University, was made during the discussion “Artificial Intelligence, Data and Competition” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/aicomp.
This presentation was uploaded with the author’s consent.
This presentation by OECD, OECD Secretariat, was made during the discussion “Pro-competitive Industrial Policy” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/pcip.
This presentation was uploaded with the author’s consent.
This presentation by Nathaniel Lane, Associate Professor in Economics at Oxford University, was made during the discussion “Pro-competitive Industrial Policy” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/pcip.
This presentation was uploaded with the author’s consent.
XP 2024 presentation: A New Look to Leadershipsamililja
Presentation slides from XP2024 conference, Bolzano IT. The slides describe a new view to leadership and combines it with anthro-complexity (aka cynefin).
1. in the sharing economy
shareNL | Jessica Slijpen | November 2014
Image courtesy of Tonis Pan
Part III – Trust management
in peer-to-peer platforms
2. There is a lot to say about trust…
Therefor we create several presentations
Part I – Introduction
Part II – The trust triangle
Part III – Trust management in peer-to-peer platforms
Part IV – Cross-platform trust tools
Part V – Further thoughts
These – and possibly others – will be subsequently posted on
SlideShare
Enjoy the read and don’t hesitate to contact us if you have
questions or other interest in the subject.
3. TRUST MANAGEMENT
Within the regular economy transactions take place between
consumers and formal organizations. These transactions are
supported with safe guards such as regulations, warranties and
liabilities.
Within the sharing economy many of these safe guards do not
apply. This economy strongly relies on trust. Trust is a
multidimensional subject.
No trust, no transaction
5. THE TRUST TRIANGLE
Transaction
Users Marketplace
Will I be able to
satisfy my needs &
wishes with a service
like this?
Do I trust the person
that offers this service /
that wants to use my
offer?
And it’s all in the eye of
the beholder…
6. Trust management
Platforms can cater trust and reputation
management at all three levels:
• transaction
• users
• marketplace
7. TRANSACTION LEVEL
Benefits of the transaction
What is the gain for both users?
Risks in the transaction
What are the risks?
Guarantees surrounding the transaction
What are the safeguards?
8. Transaction benefits
• Assess and stress the relevant benefits
• for both user groups
• related to motivations
note: Keep It Simple - focus on max three benefits
• When the benefit is high, the willingness to seriously
consider the proposition increases
10. Type of risk
Damage / loss
Provider: goods damage/lost/stolen; reputation damaged
User: goods/services not delivered or not expected quality; damage
by failing good or service
Personal safety
Being in a private space (house/car) with a stranger; using (electrical)
equipment; commissioning un(der)qualified people; eating food
prepared by strangers
Privacy
Inviting strangers in your house; sharing private information (i.e.
assistance in tax forms, computer repair); exhibiting your assets and
needs on platforms
11. Size of risk
Magnitude of risk
e.g. missing a car share to the city to go shopping is incomparable to
missing a car share to catch a plane
Ability to ‘repair’
e.g. a badly pruned tree will blossom again, a badly treated dog may
not
Ability to claim
can someone be held responsible
Likelihood
strongly related to trustworthiness of transaction partners and type of
transaction
12. Transaction - risks
• Assess the risks in the transaction
• Provide facts and figures about actual occurrence
• Educate your users on
• the way the marketplace minimizes risks
• the way the user can minimize risks (influence behavior)
DAMAGE / LOSS PERSONAL SAFETY PRIVACY
14. Transaction guarantees
Safeguard user information
• Balance between openness versus privacy
• Consider incremental display of personal data between
users
• Clarify the usage of personal data by the marketplace
• Clarify data exchange with third parties
• Use verified third parties for data management
Safeguard financial transactions
• Use safe and well known payment facilities
15. Transaction guarantees
Consider insurance
• Develop your own insurance or connect with the growing number
of companies that cater the sharing economy
• Note: could the provision of insurance negatively influence
responsible behavior of users?
Provide excellent customer care
• Develop customer care in advance – starting with the worst case
scenarios for both ends
• Collecting and spreading reviews of your customer care may
even enhance the trust in the transaction and company –
provided they are positive
16. USER LEVEL
Authentication
Who are you?
Ratings & Reviews
How are you appreciated by others?
Transaction history
What have you done at the platform so far?
Profile
What kind of person are you?
Screenings
Have you been checked?
17. User authentication
Who are you?
• First name / surname / username (pseudonym)
• Profile picture
• Connection social media accounts
• e.g. Facebook, LinkedIn, Twitter, Google+, …
• Verification by platform
• e-mail, mobile phone number
• credit card, passport*
• in person: identity, home address
* note: is this safe & legal?
18. User profile
What kind of person are you?
• Profile picture
• Background information
• education, job, residence, interests
• Social profile
• profile information from social media platforms
• Social proximity
• how many handshakes away?
• Acceptance of platform criteria
• e.g. code of conduct, terms and conditions, subscription fee
• Personal contact between users prior to transaction
• e.g. chat, mail, phone call, video call
19. User transaction history
What have you done so far?
• Membership of this platform since…
• Number of transactions
• differentiated by role: provider / user
• Most recent activity on platform
• Response time
20. User ratings & reviews
How are you appreciated by others?
• Rating by previous transaction partners
• rating system with score, stars, …
• showing number of ratings, mean, average, range, low score /
high score, …
• ‘star rating’ after specific number of positive reviews (stimulating
positive competitive behavior)
• subdivision in relevant aspects
• Reviews by previous transaction partners
• free text feedback summarizing the experience
• in some cases even checked by platform – e.g. Sittercity
(babysitting platform)
• Note
• There is a lot to say and to find out about ratings and reviews.
For further thoughts and suggestions, see the separate section
of the document.
21. User screening
Have you been checked?
• Verification by the marketplace of
• diploma’s, licenses, qualifications, ownership, …
• damage and claims history, criminal background
• payment history and credit score
23. MARKETPLACE LEVEL
Identity and image
What kind of organization are you?
Relationship with users
How do you interact with the users?
Platform / application
How is your software designed?
24. Marketplace
Identity & image
Trust in the marketplace is linked to identity & image
• Keep it simple
• Create a clear proposition
• Transparency
• Tell the (personal) story behind the marketplace
• Show the people working for the marketplace
• Clarify the business model: a for-profit, a not-for profit organization and/or
a social enterprise
• Show your users that you have your act together
• Show the number of users and transactions (once you’ve passed the
minimum)
• Ask for feedback, use feedback, communicate about your progress
25. Marketplace
Identity & image
• Become familiar
• Stimulate word-of-mouth promotion by users
• Show the amount of users and transactions, preferably linked to peer
groups of potential users
• Be around, online and offline (well known brands are associated with
trustworthiness)
• Collect recommendations
• Ask and display user reviews about the marketplace, the processes, the
(customer) service, …
• Consider affiliation with well-known people / brands
• Act accordingly
• Behavior towards users, partners, competitors, authorities, …
• Put your money where your mouth is
26. Marketplace
Relationship with users
Trust in the marketplaceis linked to the relationship you
build and nourish with your users
• Community building
• Be present, online & offline
• Build communities, online & offline
• Strengthen existing communities
• User focus
• Personalize your service and communication
• Add value, consider the entire ‘customer journey’
• help people to better promote their product / service, price/reward setting, give
examples, add valuable information for users
• Consider co-creation with users
• Be accessible – the more channels, the better
27. Marketplace
Relationship with users
• Advocate desired user behavior
• Consider a code of conduct
• Monitor user behavior, stimulate favorable and discourage undesirable
behavior
• Customer support
• Be accessible – the more channels, the better
• Help out when there are questions
• Help out when there are trouble
• Respond quickly
• Be compassioned
• With the right customer care after an incident, users may even have
increased trust in your marketplace
28. Marketplace
Platform / application
• UXD designed to radiate trust
• Quality of UXD: simple, clear, attractive
• Pictures of people: mimic social presence
• Content quality
• Information complete, accurate, up-to-date
• Process (2-sided) supported adequately
• Terms & conditions, FAQ, privacy policy
• Personalized and customized content
• Congruity
• Between organizational identity & image and ‘tone of voice’ platform
• Between user motives and ‘tone of voice’ platform
• User control
• Control over profile information (e.g.: delete profile)
• App ratings in App Store / Play Store
30. Customer journey
Assess the need for trust
• over the entire customer journey
• addressing all the touch points
• for both user-ends
31. User categories
As the user base grows, the characteristics of the users change.
This might require an adaption of the trust tools in the platform.
32. The single most important aspect
Focus on the single most important aspect in order to
make the platform work.
• What is the one thing to provide (the essential added value)
or to avoid (the unforgivable thing)
• Assess this for the users at both ends
• Assess this for the transaction between the users
• Assess this for the role of the marketplace
If you don’t get this right, it will never work…
33. The “right to be forgotten”
Make sure you can restore a users trust profile in case
of an unjust situation.
Google the story of “Mario Costeja Gonzalez”
34. Self-regulation
The assumption (and experience) of the sharing
platforms is that trust tools help the community to self-
regulate.
People with positive ratings & reviews and many
other trust elements have increased access to offers
People with bad ratings & reviews are weeded out
Perhaps in the future platforms will also use the opinion
of the community to advice in disputes between users?
35. What suits your marketplace?
• Minimalistic versus extensive trust management online
• Emphasis on hard data (facts & figures) versus soft data
(reputational, social)
• Strong or weak involvement of the marketplace
• Involvement of third parties (verification, insurance,
payment, …)
• Link up with the business strategy
• what is your role?
• what is your perspective on society?
• what is your revenue model?
• Balance between practicality of the trust tools and the
accuracy of the trust assessment