CUSTOMER INTELLIGENCE

ENGAGING THE SOCIAL CUSTOMER

1 CUSTOMER INTELLIGENCE Tobias Walraven RM Managing Director

ENGAGING THE SOCIAL CUSTOMER

CUSTOMER CONTACT “THIS WORLD”

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MARKETING “LISTEN TO IT!”

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The reality of customer contact today… companies have made it a priority, they need help to achieve this, so we created RCI…

WHERE BRICKS MEETS CLICKS

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Online

Local shop

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Embrace engagement as your new social communication style

Social media listening needs to integrate into your omni-channel strategy 24/7

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Customer interaction Competition Sales opportunities Brand/product

Listening phase

https://login.radian6.com/

ad hoc & incidental

listening & insight

defensive engagement

proactive engagement

• Social media buzz 17.7k mentions • 14k incoming calls (after office hours)

• 2.6k inbound emails • 300 call-me-now (website b2b)

RANDSTAD HR CAMPAIGN #wordenwiejebent

We provide • Omni channel engagement team • Cover all digital channels • Focus on service and lead generation • Next step is monitoring on theme’s and build

for Randstad’s thought leader position

Results • Increase of Social Media footprint • Support of campaigns • Switch from email to social • Reach & endorsement

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SOCIAL ACTIVITIES RANDSTAD GROUP

• Additional activities from March 2015

• Activities engagement team 2015

Campaign: • Worden wie je bent • Jeugd opzoek • #jouwbaan • Hackathon • Rode boekje

Target Randstad 2015

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RCI FOCUSED ON SOCIAL

Today’s customers think ‘social’ for service. First time resolution Customer satisfaction Reduce traffic on higher cost channels Social is a sales channel Identify opportunities Make appropriate offers Close sales Beyond service and sales lies engagement Create conversations Reinforce relationships

SOCIAL SERVICES

SOCIAL SALES

SOCIAL BRANDS

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FOCUS ON HOW

TO BE SOCIAL,

AND NOT HOW

TO DO SOCIAL

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