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Philippe Borremans - Praktijkgetuigenis Van Marcke
- 1. Philippe Borremans Social Media @ Van Marcke Group Chief Social Media Officer Van Marcke Group donderdag 26 mei 2011
- 2. Social Media is a “group level” topic & responsibility... donderdag 26 mei 2011
- 3. CSMO reports to Ms. Caroline Van Marcke & Mr. Peter Van Marcke donderdag 26 mei 2011
- 4. CSMO is based in HQ & has a global responsibility donderdag 26 mei 2011
- 5. Why Social Media ? donderdag 26 mei 2011
- 6. Business Objectives • Optimize business processes and customer relationship/support by connecting 1200 staff across different business units & locations • Support expanding business and focus on information based activities. • Support the strategic objective of “single view on information” across the group. • Truly engage with customers & business partners in order to support product & services innovation. • Prepare employees to a changing cultural environment which supports the concept of the social enterprise. donderdag 26 mei 2011
- 7. Communications Objectives • Support “traditional marketing” with social media marketing techniques/ tactics in order to drive store traffic. • Support corporate social responsibility activities with transparent communications. • Support public relations with social media techniques and tactics in order to drive coverage. • Support internal communications & collaboration in order to engage employees & management. • Support business partner network (B2B) communications & collaboration in order to support & increase business. donderdag 26 mei 2011
- 8. External donderdag 26 mei 2011
- 9. Changing world of Communications Sender Medium Receiver donderdag 26 mei 2011
- 10. Changing world of Communications C C C C Community C C C C donderdag 26 mei 2011
- 11. Principles versus Tools Immediate Twitter Always on YouTube Transparant Facebook Work/Life Mobile Participative Blogs Virtual Community Tagging Pervasive Social Bookmarking Simpel RSS donderdag 26 mei 2011
- 12. donderdag 26 mei 2011
- 13. External donderdag 26 mei 2011
- 14. Monitoring & Tracking donderdag 26 mei 2011
- 15. Monitoring & Tracking Influencer Tracking donderdag 26 mei 2011
- 16. First small step: blogging donderdag 26 mei 2011
- 17. Blogging donderdag 26 mei 2011
- 18. First Small Steps: Twitter donderdag 26 mei 2011
- 19. YouTube Channel donderdag 26 mei 2011
- 20. Flickr Account donderdag 26 mei 2011
- 21. Issuu Account donderdag 26 mei 2011
- 22. Customer Support donderdag 26 mei 2011
- 23. Results: service & support - Twitter donderdag 26 mei 2011
- 24. Results Average of 30 face to face meetings through website Blog Average 60 email contacts through website Customer insights have changed procedures Twitter Rapid transparent response have led to + customer experience Is n° 10 source of traffic to website Average of +500 views of press release Press Positive impact on search result rankings Interactive comments on press releases Issuu Since February: +10.000.000 catalogue views donderdag 26 mei 2011
- 25. Internal donderdag 26 mei 2011
- 26. First step : Guidelines ! Start with guidelines for employees (and managers) tomorrow ! Even if you don’t engage, or plan to engage... Your employees already do. donderdag 26 mei 2011
- 27. Results of internal research More than 56% of employees surveyed make 20 or more telephone calls per day with more than 55% leaving 3 to 5+ messages/day on voicemail. 19% spends an average of 20 minutes/day and 17% more than 30 minutes/day to find the right information. About 42% of our employees spend 10 minutes in average looking for the right person within their company. 37% of our employees spend an average of 1 hour/day managing their inbox. 82% uses email to share documents with colleagues instead of using a shared drive 31% of our employees need 1 hour/day to handle 1 client request. Baseline for benchmarking donderdag 26 mei 2011
- 28. Only then the tool.... donderdag 26 mei 2011
- 29. Social Networking in the enterprise donderdag 26 mei 2011
- 30. Wikis in the enterprise donderdag 26 mei 2011
- 31. Microblogging in the enterprise donderdag 26 mei 2011
- 32. Return on Investment ? Reduce internal conversation telephone calls and related cost Reduce Cost of IT Helpdesk by Hard ROI Providing Self-service Access to IT Support Reduce Printing and Distribution Cost Reduce volume of emails attachments Reduce General and RFP Offers respond cycle time of Projects Reduce cost of losing employees before end of probation period Soft ROI Improve Employee Productivity through More Effective Organizational Collaboration Increase Employee Productivity through Faster Access to Role-specific Information Improve Email Management Reduce Cost of Manual Data Collection, Consolidation, and Reporting Reduce lost time spent leaving voice mails donderdag 26 mei 2011
- 33. Next ? Social CRM: The New Rules of Relationship Management 18 Use Cases That Show Business How to Finally Put Customers First March 5, 2010 - By R “Ray” Wang and Jeremiah Owyang with Christine Tran - Edited by Charlene Li donderdag 26 mei 2011
- 34. Final thoughts... Social Media Communications is not “on top” Use where and when it makes sense - “you do not have to” Listen first.... start small & respect the rules Don’t be afraid to ask questions Access to information/internet is a human right donderdag 26 mei 2011
- 35. Reputation Reputation is all aspects of your interactions with influencers, clients, suppliers en constituents... combined. It plays on - off and between the line. donderdag 26 mei 2011
- 36. Twitter: @horationelson Let’s connect ! Mail: pborremans@vanmarcke.be donderdag 26 mei 2011