the new customer, the engaged customer
DESCRIPTION
This presentation was given at the Café numérique in Liège on 18 september 2012TRANSCRIPT
The new customer,The ENGAGED customer
May god save us all…
A presentation by :
Bart Van Den Kieboom (@bartvdk) CMO Proximedia and also knows a bit about digital communication (a tienie weenie)
What has changed?
4 things…
The Social aspect
The Behavioural aspect
1. Adoption2. Collaborative
Filtering3. Content Creation4. Social
New ways of Marketing
New ways to measure
Some examples
Collaborative Filtering
Spotify’s radio stations
- 3 million paying members worldwide- heavy integration with facebook- no numbers in Belgium
Succesfull user generated content
Free subtitles for your legaly downloaded content ()
- 728.900.778 downloads- 1.821.926 subtitles- 1.017.781 known users
Community powered support forum
80% of all support answers come from people outside the organisationPowered by community software (Jive)
Real-time community Management
Real-time community Management Fail
"Let's hurry home and do not forget to order from your favorite KFC menu!!
Real-time community Management Fail
Metrics and how they influence the business
Reward your community
A very successful viral campaign that is actually a huge FAIL
And another one…
Neckermann : a good example
It’s not a sprint
It’s a marathon
Thank you…
@bartvdkbe.linkedin.com/in/bartvdkbartvandenkieboom