Presentation for XM2 2014

1. Conversation management
December 2014
@TomVandeCruys
#lampiris

2. 2
Start-up 2003
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3. Duurzaaam
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3

4. Duurzaam
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5. 1.300 lokale groene producenten
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6. 1.300 lokale groene producenten
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7. Waterkrachtcentrale = 70 windmolens
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8. 270 medewerkers
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9. 910.000 klanten
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10. 100% Belgisch
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11. Klooster in Luik
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12. Klooster in Luik
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13. Start-up in Frankrijk
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14. #lamp14iris

15. #lampiris
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16. #lamp16iris

17. #lamp17iris

18. #lampiris
Communicatie:
onze principes

19. Conversations are held everywhere
19

20. From individualism & personalized responses
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21. To virtual community & networked responses
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22. To virtual community & networked responses
A 1-2-1 discussion
becomes a public
conversation.
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23. De makkelijke
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24. De makkelijke
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25. De leuke
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26. Om het merk te positioneren
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27. De MGM conversaties
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28. De confronterende
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29. De vinger aan de pols
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30. De moeilijke
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31. De heel moeilijke
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32. De heel moeilijke
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33. De heel moeilijke
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34. De heel moeilijke
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35. De heel moeilijke
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36. De heel moeilijke
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37. De heel moeilijke
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38. Regel 1
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39. Regel 2
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40. Onze bedrijfscultuur
is de sleutel
Maar toch ….
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41. Culture eats strategy for breakfast,…. and lunch and dinner
Culture Strategy
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42. 42
“ANYONE CAN COPY
YOUR STRATEGY,
BUT NOBODY CAN
COPY YOUR
CULTURE.”
Differentiatie
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43. 43
Menselijk/
Empathisch
Duurzaam
Agile
Transparant
Lokaal
Onze waarden
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44. Transparantie Team
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45. Een cultuur opbouwen en delen
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46. Een cultuur opbouwen en delen
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46

47. Een cultuur opbouwen en delen
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47

48. Een cultuur opbouwen en delen
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48

49. From communicating to customers
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50. To creating an experience with the customer
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51. Definition of a community
values
community
activity interest
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52. Mapping cases on the community dashboard
Business process related
Identification
of members
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53. Facebook page
Case 1: Lampiris Facebook customer community

54. Facebook page
#lamp54iris

55. Mapping cases on the community dashboard
Business process related
Identification
of members
Facebook
page
Facebook page
#lampiris

56. Case 2: Cocreation group for new invoices
Cocreation
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57. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Cocreation
#lampiris

58. Case 3: Grow a pair campaign
Grow a pair
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59. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Grow a pair
campaign
Grow a pair
#lampiris

60. Case 5: Twitter as a WoM community
Twitter
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61. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Grow a pair
campaign
Twitter
WoM
Twitter
#lampiris

62. Case 6: Lampiris energy producers
Producers
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63. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Grow a pair
campaign
Twitter
WoM
Energy
producers
Producers
#lampiris

64. Case 8: Tous au vert community never made it.
Tous au vert
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65. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Grow a pair
campaign
Twitter
WoM
Energy
producers
Tous Au
Vert blog
Tous au vert
#lampiris

66. Natuurpunt
Case 9: Natuurpunt, community partnership
#lampiris

67. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Grow a pair
campaign
Twitter
WoM
Energy
producers
Tous Au
Vert blog
Samen
groener
group
Natuurpunt
offline
Natuurpunt
#lampiris

68. Case 10: Samen Groener
Samen Groener
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69. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Grow a pair
campaign
Twitter
WoM
Energy
producers
Tous Au
Vert blog
Samen
groener
group
Samen Groener
Natuurpunt
offline
#lampiris

70. Energyrun
Case 7: Green Energy Run B2B community
#lampiris
#lampiris

71. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Grow a pair
campaign
Twitter
WoM
Energy
producers
Tous Au
Vert blog
Samen
groener
group
Natuurpunt
offline
B2B Green
Energy Run
Energyrun
#lampiris

72. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Grow a pair
campaign
Twitter
WoM
Internal
Yammer
Energy
producers
Tous Au
Vert blog
Samen
groener
group
Natuurpunt
offline
B2B Green
Energy Run
?
?
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73. 73 #lampiris

74. 74 #lampiris

75. Black-out
75
Blogging en
informatie
centraliseren
Lancering pagina
energiebesparen
en verschuiven
Lancering sms
inschrijvingen
100.000
inschrijvingen
= voldoende
voor test
Nationale black
out test
Vragenlijst
uitsturen
Resultaten test
Conversations in all media
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76. Lampiris Blog
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77. Breaking News
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78. Energie besparen/verschuiven
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79. SMS kanaal openen
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80. Email news flash
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81. Sticky Bar op website
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82. Conversations
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83. Conversations
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84. Hacked? - Conversations
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85. Sending and SMS
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86. Deelname
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87. De war room
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88. Prime time
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89. Prime time
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90. Prime time
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91. Prime time
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92. Geschreven pers
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93. Geschreven pers
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94. Geschreven pers
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95. Frontale aanval
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96. Frontale aanval
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97. Verdediging
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98. Bevraging
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99. Resultaten verspreiden
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100. Resultaten verspreiden
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101. Resultaten verspreiden
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101

102. En het gaat verder…
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103. We worden de referentie
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104. We worden de referentie
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105. En we meten
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106. Mapping cases on the community dashboard
Business process related
Identification
of members
Cocreation
Facebook
page
group
Grow a pair
campaign
Twitter
WoM
Internal
Yammer
Energy
producers
Tous Au
Vert blog
Samen
groener
group
Natuurpunt
offline
B2B Green
Energy Run
Black-Out
Test
Black-Out test
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107. #lampiris

108. #lampiris