Customer Relationshipstatus

twitter.com/michverbeeckmich@talkingheads.bewww.talkingheads.be

Tuesday 17 December 13

twitter.com/MichVerbeeckmich@talkingheads.bewww.talkingheads.be

Tuesday 17 December 13

Talking Heads is a 360° social media agency,

developing long term, integrated social media strategies and ways to implement those.

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SOCIALCRM

Bron afbeelding: Flickr - Sam Wolff

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Message

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Message

Channel

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Message

Channel

Timing

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Message

Channel

Timing SOCIAL CONSUMER

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“Social CRM is the company’s response to customers seizing power and dominating the conversation”

Paul Greenberg

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CRM SOCIAL CRM

Direct Marketing

Gathering client’s data through surveys and buying behavior

Mainly direct 1-to-1 contact

Within office hours

Automatic and impersonal

Conversation and engagement

Discovering opportunities from existing AND potential clients

Monitoring online to capture the client’s perception and experience with the company

Swift customer service at any time

Captures data from existing client database to improve targeting and

customer experience

Focusses on engagement, conversation and collaboration to

reach mutual benefits

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HOW?

Bron afbeelding: Flickr - Oberazzi

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1. LISTEN TO YOUR AUDIENCEWhat do your customers want? Engage in conversation!

Source image: The Renegade Blog

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Value through listening

✓ What is being said about your company, your competitors, your products/services?

✓ Proactively ask for feedback✓ Use this intel to improve your

message and your products/services✓ Show people you care about their

opinion!

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NIKO HOME CONTROLImproving a product by monitoring

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TELENETCrowdsourcing to get better insights of your customers

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2. BRING RELEVANT CONTENTWhat content is interesting for your clients’ needs?

Source image: Flickr - Simon Greig

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Content that makes sense✓ Based on:

- The identity and strengths of your company- The needs of your clients

✓ Give people something to talk about, a reason to connect and interact with your company

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CHRISTELIJKE MUTUALITEITENBringing content based on client’s current needs and interests

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NIKO - DE WERF/LE CHANTIERCreate a win-win situation with your customer

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3. IMPROVE THE CUSTOMER’S EXPERIENCEEngage your customer with the values of your brand

Source image: Fine art America - Eric Hacke

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An experience only you can bring

✓ Based on the company’s USPand values✓ Make clients feel they are part

of your story✓ Be unique

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KLM - DISNEY’S PLANESIncrease appreciation with the movie experience of a lifetime

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GREY POUPONCreating an experience through data-mining

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THE OUTCOME:SOCIAL

BUSINESS

Source image: Flickr - Paul Giron

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MARKETING

SALES

SERVICE

?

!

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SOCIAL BUSINESS!

?

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QUESTIONS?

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