Post on 09-May-2015
description
Conversation management
Oktober 2013@TomVandeCruys
2
Lampiris
3
Lampiris
4
Belgisch & onafhankelijk
Omzet €1 miljard & winstgevend
3de leverancier & 800.000 klanten
Groene elektriciteit & aardgas
België & Frankrijk
Lampiris
5
Predicting the future
6
From individualism & personalized responses
7
To virtual community & networked responses
A 1-2-1 discussion becomes a public conversation.
To virtual community & networked responses
9
From communicating to customers
10
To creating an experience with the customer
Public conversations become powerfull marketing tools.
To creating an experience with the customer
12
From hiding from the public eye
13
To the transparancy triumph
Our values and the way we live them are key.
To the transparancy triumph
Conversation management @ Lampiris
16
Conversations are held everywhere
17
All employees can participate
18
@kodel as the expert
@JelleWierdsma & @Ci_jc & as the community managersA customer care team
with focus
But some are dedicated
Yammer as a learning environment
20
Rule 1
21
Rule 2
22
Identify yourself.Tell the truth.Be empathetic.
But then…
23
The easy ones
The difficult ones
The positioning ones
The MGM ones
The content
The very difficult ones
The very difficult ones
The very difficult ones
The very difficult ones
The very difficult ones
The very difficult ones
The very difficult ones
Measure
Wait, where will this all lead to?
Definition of a community
values
community
interest
activity
Mapping cases on the community dashboard
Business process related
Identification of members
Case 1: Lampiris Facebook customer community
Facebook page
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Facebook page
Case 2: Cocreation group for new invoices
Cocreation
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Cocreation group
Cocreation
Case 3: Grow a pair campaign
Grow a pair
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Cocreation group
Grow a pair
campaign
Grow a pair
Case 4: Internal Yammer network
Yammer
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Cocreation group
Grow a pair
campaign
InternalYammer
Yammer
Case 5: Twitter as a WoM community
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Cocreation group
Grow a pair
campaign
InternalYammer
TwitterWoM
Case 6: Lampiris energy producers
Producers
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Cocreation group
Grow a pair
campaign
InternalYammer
TwitterWoMEnergy
producers
Producers
Case 8: Tous au vert community never made it.
Tous au vert
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Cocreation group
Grow a pair
campaign
InternalYammer
TwitterWoMEnergy
producers
Tous Au Vert blog
Tous au vert
Case 9: Natuurpunt, community partnership
Natuurpunt
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Cocreation group
Grow a pair
campaign
InternalYammer
TwitterWoMEnergy
producers
Tous Au Vert blog
Samen groener group
Natuurpunt offline
Natuurpunt
Case 10: Samen Groener, under construction
Samen Groener
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Cocreation group
Grow a pair
campaign
InternalYammer
TwitterWoMEnergy
producers
Tous Au Vert blog
Samen groener group
Samen Groener
Case 7: Green Energy Run B2B community
Energyrun
Mapping cases on the community dashboard
Business process related
Identification of membersFaceboo
k page
Cocreation group
Grow a pair
campaign
InternalYammer
TwitterWoMEnergy
producers
Tous Au Vert blog
Samen groener group
Natuurpunt offline
B2B Green Energy
Run
Energyrun
We are still planning for the ultimate community…
Business process related
Identification of membersFaceboo
k page
Cocreation group
Grow a pair
campaign
InternalYammer
TwitterWoMEnergy
producers
Tous Au Vert blog
Samen groener group
Natuurpunt offline
B2B Green Energy
Run
?
?