2. My Message In any analysis: Data Quality is king In any marketing / webcare effort: Control has always been an illusion The web is the best resource for insights
3. Core Values Fanatical Involvement Creative Analytics Pragmatic Approach Radical Transparency About Est. 2007 Background in marketing science 15 People [4 nationalities] Amsterdam
4. * Oxyme is a marketing insights company. Oxyme is not an software, PR, creative or media agency.
5. The building blocks of our business[es] 1 picture 1 quote can be enough Making number work Hallelujah Knew that
29. Stress zonder Senseo“Die van onze buren is totaal zoekgeraakt. Zij waren minder blij met de ‘service’. Ze hebben weken zonder senseo gezeten, er tientallen keren achteraan moeten bellen en kregen, na heel veel gedoe, ook een nieuw apparaat. Jullie hebben dus echt mazzel!” 16-07-2009 Link Emotions: In particular stress
30. Logistics Philips kan toveren! Geloof het of niet, het is echt waar. Door de terughaal-actie van Philips moest ik mijn zwarte Senseo opsturen en wat schertst mijn verbazing… ik krijg een blauwe terug! Kijk maar… 21-06-2009 Link
31. Use Cases Operational Issues Detractor Identification Tactical Country Benchmarks Trends [Structural Breaks] Opportunities Strategic NPS Measurement Brand Impact Actions Offline Customer Care (Integration) Communication Strategy (Website) Internal Agent of Change Evaluation on KPI’s Results
32. You should care about the web because Webcare is A source of insights An agent of change Webcare however requires An organizational broad effort, not just the webcare team Research to gauge the long term effects And webcare is not A short term investment A viable alternative for customer service
Issue Customers dislike the cooperation The different brand attributes doesn’t fit together.Innocents reactionResponding to the audience in the way Innocent always does, which means directly to the customers who left a message online and explain what’s going on in a letter post on their websiteInnocent drinks offer a taste to Coca-ColaDespite selling up to a 20% stake to the US corporate giant Coca-Cola, Innocent still declare it won't change their eco-friendly, local valuesMonday 6 April 2009 15.56 BST