Hoe moeten we ons voorbereiden voor de klant van morgen? Niet door de klantservice afdeling te reorganiseren maar om het hele bedrijf erbij te betrekken met moderne social media zoals video, blogs, twitter, facebook etc.

1. De toekomst van
Klantcontact Vincent@Everts.net
+31647180864
@vincente
Slideshare.net/vincent

6. Vincent Everts?

7. Social Media
2.0

8. • Mijn Tools

9. Videoblogger
Talk to Me!

12. Volg Vincent Everts live
in zijn elektrische Leaf
- Live auto lifestats
- Live streaming video
- Live Google maps
- Twitter met bestuurder
- Twitter met de auto
- Interviews

17. Not always good!

19. Olie Future?

23. DELL Case

24. Dell notebooks

26. Dell & Social Media

27. Dell social media
• 100k employees
• 12 people listen to conversation
• 15 people create policy
• 30.000 did SMACU Training & can listen
• 4.000 can speak on behalf of Dell on
Twitter/Facebook/Blogs

28. • 2007 Twitter: Whats hot?
• 2009 4Square Which locations are hot?
• 2012 Highlight: Location based social media

29. Location based
Social Media

30. White pages Appje

31. Whit.li api

33. Lytro camera

34. Measure yourself

35. Bodymedia

36. The connected
everything

37. Urthecast
Earth HD streaming

38. internet connected TV
2010: 425.000
2011: 820.000
2013: 60%
bron: GfK

39. • Tablets everywhere!

41. Internet is pain!

43. What are we going to talk about?
Web 1.0 Viral Marketing (PP)
time consumption travel
RSS Explained Web 2.0 Kindle
explained Marketing 2.0 Google Adwords Tudou
Google Docs Online video elections 2.0
MultitaskingTwitter Amazon Yubby Co-Creation
Google Streetview Online collaboration Social tools
Dell Sucks Support 2.0 Viral Marketing
Kryptonite Lock Enterprise 2.0 VMS Zoomz HD ebay
news resume VMS Google trends

44. 7

45. How do we spend our time?
TV: 39% 178 min. 4%
6%
Radio: 33% 151 min. 39%
19%
Internet: 19% 86 min.
Newspaper: 6% 20 min 33%
Magazines: 4% 18 min
TV Radio
Internet Newspapers
Magazines

46. • $32 billion sales
• 1 Billion searches/day
• Money from Adwords
• Almost nothing from
Youtube, Google earth/
map, gmail, apps etc

47. Google adwords
•Easy to set-up
•Easy to budget
•Price per keyword
Also on
YouTube

54. 1 miljard
WhatsApp berichten per dag

57. IMPACT ON BUSINESS
12

59. 17

62. tekst

68. Online bestedingen
2009: 9 billion euro
2011: 10 billion euro
Web-influenced 48
miljard bron: thuiswinkel.org

69. Social tools Productinformatie

70. Product info what else do people buy
what do they recommend?
Description of customers
Social tools 90% social tools
What do they buy in the end?
what else?
Tags of clients
review of the reviews
reviews of the customers

71. beta

75. YouTube uploads
per minute
33
22
11
2007 I 2007 II 2008 I 0
2008 II 2009 I 2009 II 2010 I 2010 II

76. Who talks

77. Social Networking

80. Customer service

81. “What are you doing in 140 characters”

82. 15th March 2012 – Social Media at Atradius / Rhian Thomas / Volendam Page

84. The world is obsessed with Facebook

85. 15th March 2012 – Social Media at Atradius / Rhian Thomas / Volendam Page

86. 15th March 2012 – Social Media at Atradius / Rhian Thomas / Volendam Page

87. •s

89. Web 2.0 Trend:
Co-Creation

91. 49

92. Social Media
2.0

93. Vincent Everts
www.vincente.nl
www.yubby.com
www.interimic.nl
vincent@everts.net
www.twitter.com/vincente
+31647180864