Conversation management at Lampiris

Conversation management

Oktober 2013@TomVandeCruys

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Lampiris

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Lampiris

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Belgisch & onafhankelijk

Omzet €1 miljard & winstgevend

3de leverancier & 800.000 klanten

Groene elektriciteit & aardgas

België & Frankrijk

Lampiris

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Predicting the future

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From individualism & personalized responses

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To virtual community & networked responses

A 1-2-1 discussion becomes a public conversation.

To virtual community & networked responses

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From communicating to customers

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To creating an experience with the customer

Public conversations become powerfull marketing tools.

To creating an experience with the customer

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From hiding from the public eye

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To the transparancy triumph

Our values and the way we live them are key.

To the transparancy triumph

Conversation management @ Lampiris

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Conversations are held everywhere

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All employees can participate

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@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

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Rule 1

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Rule 2

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Identify yourself.Tell the truth.Be empathetic.

But then…

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The easy ones

The difficult ones

The fun ones

raphael ne parton pas faches.mp4

http://www.youtube.com/watch?v=vcDgIEVJdwA

The positioning ones

The MGM ones

The content

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



Identification of membersFaceboo

k page

Facebook page

Case 2: Cocreation group for new invoices

Cocreation




k page

Cocreation group

Cocreation

Case 3: Grow a pair campaign

Grow a pair




k page

Cocreation group

Grow a pair

campaign

Grow a pair

Case 4: Internal Yammer network

Yammer




k page

Cocreation group

Grow a pair

campaign

InternalYammer

Yammer

Case 5: Twitter as a WoM community

Twitter




k page

Cocreation group

Grow a pair

campaign

InternalYammer

TwitterWoM

Twitter

Case 6: Lampiris energy producers

Producers




k page

Cocreation group

Grow a pair

campaign

InternalYammer

TwitterWoMEnergy

producers

Producers

Case 8: Tous au vert community never made it.

Tous au vert




k page

Cocreation group

Grow a pair

campaign

InternalYammer

TwitterWoMEnergy

producers

Tous Au Vert blog

Tous au vert

Case 9: Natuurpunt, community partnership

Natuurpunt




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




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




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…



k page

Cocreation group

Grow a pair

campaign

InternalYammer

TwitterWoMEnergy

producers

Tous Au Vert blog

Samen groener group

Natuurpunt offline

B2B Green Energy

Run

?

?

Conversation management at Lampiris

Business

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