43. Een menigte weet meer dan een specialist Het slimste jongetje van de klas is iedereen De massa weet het (bijna) altijd beter
44. “ Tappen ( sourcen ) van de collectieve kennis van alle gebruikers (the crowd )” “ Crowdsourcing : het uitbesteden van business taken/functies aan het grote publiek / een grote groep
82. Spheres of Web 2.0 Activities and Benefits Collaboration and Engagement Social Activity and Interaction Ease of doing Business , Anytime, Anywhere. Customer Satisfaction , Loyalty, reduced costs Build Relationships , get immediate feedback and gain Loyalty Visibility into Trends , opinions and problems. A chance to influence. Better Service and understanding of products and options Outlet to opinions , Risk Prevention advice and self expression For Customers For Insurers Self Service
83. Insurance Web Communication and Collaboration Landscape Public Website Agent White Label Client Self Service Agent Portal Client Self Service Employee Portal Insurance Related Public Forums Agent Collaboration: blogs, forums Employee Collaboration Client Collaboration Public Collaboration Agent - Client Collaboration Agent Blogs and Forums
en zijn beroemd op Youtube user generated content als grootste kracht
mashups, doe meer met andermans data, zet je data dus open
This new set of attitudes and technologies must provide business value. We see 3 spheres of activity. In the first, companies want to make is easy to do business with them through the web, anytime anywhere. The banking industry has gone through this transition and I can login to my bank account and perform any type of transaction and change I need without ever going to the bank. A good service site will also me to get engaged with its product and services or online agents and use the web to build relationships in a cost effective way. At the social Sphere, People can suggest or rate new products and services and interact socially. This sphere may be of limited use to insurers but a few interesting tries like “HaveTheTalk.com” can create some effective broader outreach.
So what does it mean for insurers? An updated web 2.0 strategy will need to identify and address all the interaction and collaboration points with each audience segemnt and provide them with the right mix of self service, collaboration and engagement and social interaction. This map outlines the high level areas where insurers, their agents and clients intersect and the breadth of solutions that need to be covered.