bvh2.013
TRANSCRIPT
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Social Media Customer Care
Bvh 2.013 10. April 2013
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Agenda: -‐ Wie wirken sich soziale Medien auf die Kunden aus? -‐ Service über soziale Netzwerke -‐ Kunden helfen Kunden -‐ CommuniKes als Self-‐Service Angebot
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Wie wirken sich soziale Medien auf die Kunden aus?
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Erwartungen treffen aufeinander
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Service über soziale Netzwerke
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Contact Center
Kunden Unternehmen
One – to -‐ one
One –to -‐ many
Webseite
Community
Foren
Many-‐to-‐ many
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Suchmaschine
Webseite
Social Networks (Facebook, TwiYer) Community
Foren
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Kunden helfen Kunden -‐ CommuniKes als Self Service Angebot
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Kontakt Rainer Kolm I-‐CEM InsKtut für Customer Experience Management Neuer Wall 50 20354 Hamburg 0151-‐52572131 rainer.kolm@i-‐cem.de www.i-‐cem.com
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Kontakt Rainer Kolm I-‐CEM InsKtut für Customer Experience Management Neuer Wall 50 20354 Hamburg 0151-‐52572131 rainer.kolm@i-‐cem.de www.i-‐cem.com
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