Online Customer Engagement

67 %
33 %
Information about Online Customer Engagement

Published on June 5, 2008

Author: gvdsleen

Source: slideshare.net

Description

Presentation of our view (Atos Consulting) on Online Ccustomer Engagement for an online customer engagement 2.0 seminar.

Online Customer Engagement Trends that will impact your organization Gijsbert van der Sleen Amsterdam, June 2008

LinkedIn http://the-efuture.blogspot.com http://ebmp.pbwiki.com/FrontPage

LinkedIn

today, I am going to talk to you about …

changes …

6 trends …

organizational impact …

a definition …

and some guidelines …

ready?

Organizations used to think they know (almost) everything about their customers …

Where and how to meet them …

here …

here …

here …

and here …

But now , customers do not seem to hang out in the same places …

Or want the same things anymore …

They are here …

here …

here …

and here …

Atos Consulting

identifies 6 trends , which will impact your online customer engagement …

the social web The web is not just linking information The web is linking people trend 1

shift of control prosumers : the consumer as supplier customers as source of information and inspiration customers as participant in product development (co-creation) customers as experts trend 2

convergence of media multi channel integration instant messaging location based services trend 3

decreasing time to market trend 4 online campaigning content management

full self service automation of customer contact trend 5

Apparently they are all working for the same customer … transparency trend 6

so, what does it all mean for my organization ?

… basically, it means that the online component is becoming increasingly more important to your customers and your organization !

this must lead to …

a different way of engaging your customers …

… a new way of communicating and interacting in your enterprise …

… and an alignment of your operational habits to enable and adopt the change !

… and an alignment of your operational habits to

enable and adopt the change !

we define online customer engagement as …

we define online customer engagement as …

a social phenomenon enabled by the wide adoption of the internet …

a social phenomenon enabled by the wide adoption of the internet …

the behavior of customers that engage in online communities revolving, directly or indirectly, around product categories and other consumption topics …

the behavior of customers that engage in online communities revolving, directly or indirectly, around product categories and other consumption topics …

marketing practices that aim to create , stimulate or influence customer engagement behavior …

marketing practices that aim to create , stimulate or influence customer engagement behavior …

and, of course metrics to measure the effectiveness

and, of course metrics to measure the effectiveness

that’s all very nice and theoretical , but can you give some guidelines of how this would work in my organization?

build a customer focused culture guideline 1 Ga een relatie aan met je klanten op basis van zijn interesses!

build a customer focused culture guideline 1 Ga een relatie aan met je klanten op basis van zijn interesses!

allow customers to be different guideline 2 screendumps screendumps

allow customers to be different guideline 2 screendumps screendumps screendumps

use new channels for new products guideline 3

allow customers to participate guideline 4 Consumer 2 consumer production

allow customers to participate guideline 4

make transparency a goal in itself guideline 5 screendumps screendumps

make transparency a goal in itself guideline 5

start organizing differently guideline 6 screendumps screendumps screendumps

measure and steer guideline 7

questions?

For more information please contact: Gijsbert van der Sleen Principal Consultant m +31 6 51366308 [email_address] Atos Consulting Papendorpseweg 93 Utrecht

Add a comment

Related presentations

Related pages

Customer Engagement - OnPage.org: Für bessere Webseiten!

Customer Engagement konzentriert sich deshalb ... Bedeutung für das Online Marketing. Customer Engagement wird oft als die Zukunft im Online Marketing ...
Read more

The New Rules of Customer Engagement | Inc.com

The New Rules of Customer Engagement. Goodbye, customer touch ... customers who engage with a brands online report spending 20% to 40% more on ...
Read more

Customer engagement - Wikipedia

Overview. Customer engagement begins with a connection between a business communication and an external stakeholder (Sashi, 2012). The connection can be a ...
Read more

Customer engagement - Smart Insights Digital Marketing Advice

Of all the areas of digital marketing we cover on Smart Insights, Customer engagement is arguably THE most important and THE most challenging for a brand.
Read more

CUSTOMER ENGAGEMENT MODEL - scribd.com

Customer engagement. 1 Customer engagement Customer engagement (CE) refers to the engagement of customers with one another, with a company or a brand.
Read more

How to Increase Customer Engagement Online

If you want your customers to interact with your brand online, you need to make your Web presence engaging. Here's how to do it.
Read more

Duden | En­ga­ge­ment | Rechtschreibung, Bedeutung ...

Definition, Rechtschreibung, Synonyme und Grammatik von 'Engagement' auf Duden online nachschlagen. Wörterbuch der deutschen Sprache.
Read more

customer engagement - Deutsch-Übersetzung – Linguee Wörterbuch

Viele übersetzte Beispielsätze mit "customer engagement" – Deutsch-Englisch Wörterbuch und Suchmaschine für Millionen von Deutsch-Übersetzungen.
Read more

How to Improve Online Customer Engagement

If your goal is to improve your online customer engagement and ultimately drive new sales, there are lots of things you can do. Let’s take a look.
Read more

iAdvize Blog: Tipps und Trends im Online Customer Engagement

Der iAdvize Blog sammelt Expertise , Success Stories und Best Practices im E-Commerce, Kundenservice und Online-Marketing.
Read more