Last week, the paper ‘four steps to a more effective social media usage’ was published on my blog. The first step in this approach is to write a ‘content conversion’ plan. In this post, the focus is on this first step.
Read more »A large number of companies are thinking about their next steps in social media. One of the key factors in any social media strategy is the channel/content debate. Companies are struggling to capitalize on their use of social media channels. By means of a hands-on paper, we want to share our approach on how to make effective use of social media channels in order to spread content. This blog post gives a short summary of the paper. The full paper can be downloaded at the end of the post.
Read more »The business world is full with boring stuff. Don’t you agree?
So often, companies really try their utmost best to be boring and very stiff in their communication. This conclusion opens up a world of opportunities to stand out. In my book ‘The Conversation Company’, I speak about unused conversation potential. Every company has unused conversation potential. The challenge is to open up your eyes and notice the opportunities.
This blog post shares some very creative ideas on how to turn boring things into something conversation worthy.
Read more »Digital customer service is on the rise. More and more companies are finding their way to the social web to answer questions of clients and prospects. A study I conducted earlier this year showed that about one out of three companies is currently helping clients in the digital world. Even though this percentage is still rather low, I have the feeling that online customer support may become a mainstream element in a social media strategy. The performance of many companies is improving and most of the active players are already preparing for the future.
Looking at this evolution, I was wondering how webcare can be a differentiator in the future. What if the majority of the companies are offering online service, how can you stand out? To offer you a broad scope, I talked about this topic with a broad range of national and international experts, people from the field and opinion leaders. You can find their vision later in this post.
Read more »Last week I had the opportunity to give a workshop about customer centricity for a large insurance company. During the discussion, the CEO addressed his team with quite some remarkable words: ‘we are no longer in the insurance business, but we are in the communication business.’ Everyone looked at him with a strange face, but I think he was 100% right.
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