Social media T-Mobile

T-Mobile & Social Media www.t-mobile.nl forum.t-mobile.nl blog.t-mobile.nl facebook.com/tmobileplein twitter.com/tmobile_webcare twitter.com/tmobile_shop twitter.com/tmobile_nl

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Wat laat ik u zien?

Social Media Strategie Interactie Focus service Interne en externe experts. Online kanalen Ontsluiten en participeren in maximaal aantal relevante online kanalen. Klant-participatie Klanten betrekken bij dienstverlening. Conversatie

Social Media Ambitie ,[object Object],[object Object],[object Object]

KPI’s ,[object Object],[object Object],[object Object],[object Object],[object Object]

Social Media Organisatie ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Webcare ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Doelstelling per kanaal ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

De Online Conversatie ,[object Object],[object Object],[object Object],[object Object],[object Object]

2008 gestart met Online service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Introductie Forum: 5 januari 2009 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Start @tmobile_webcare: 9 februari 2010 ,[object Object],[object Object],[object Object],Netwerkstoring

Start Facebook T-Mobile Plein: 04.11.2010 ,[object Object],[object Object],[object Object],[object Object]

T-Mobile Blog: per 14.06.2011 ,[object Object],[object Object],[object Object]

T-Mobile is veelbesproken ,[object Object],[object Object],[object Object],[object Object],[object Object]

Forum: Groei geregistreerde klanten ,[object Object],[object Object],[object Object]

Forum: Activiteit anno 05-2011

Twitter ,[object Object],[object Object],[object Object]

Facebook ,[object Object],[object Object]

T-Mobile Blog ,[object Object],[object Object],[object Object],[object Object]

T-Mobile Blog: Meest gelezen in 08-2011

Klanttevredenheid. Doet webcare het goed? 2 ,[object Object],[object Object],[object Object],[object Object],[object Object]

Klanttevredenheid Totaaloverzicht Overall is 95% van de respondenten tevreden.

Overzicht per servicekanaal Forum: 95% klanttevredenheid Twitter: 95% klanttevredenheid Facebook: 100% klanttevredenheid Externe fora: 91% klanttevredenheid

Next steps ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Forum integratie in Facebook ,[object Object],[object Object],[object Object],[object Object]

Ruud Huigsloot Manager E-Services & Webcare [email_address]

Social media T-Mobile

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