social media in klantcontact
DESCRIPTION
Presentatie van Esther Goos en Ernst Kruize tijdens ons event over social media in klantcontact.TRANSCRIPT
![Page 1: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/1.jpg)
Social media in klantcontact
#skc12
![Page 2: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/2.jpg)
• Social media the next step Esther Goos (@esthergoos) & Ernst Kruize (@ernstkruize)
• Case UWV Jeroen Bakker (@bakjeroen)
• Vragen
• Pauze
• Case ABN Amro Ruud Aalbers (@RuudAalbers) & Eugenie Gijsberts (@Eugenieg1)
• Case de Bijenkorf Ankie Straathof (@Visioncc)
• Vragen
• Borrel
![Page 3: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/3.jpg)
#skc12
vragen tijdens
presentaties naar
@esthergoos
![Page 4: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/4.jpg)
7 jaar geleden waren we nog
jong ;-)
@ernstkruize@esthergoos
![Page 5: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/5.jpg)
![Page 6: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/6.jpg)
![Page 7: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/7.jpg)
![Page 8: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/8.jpg)
Wat is onze (integrale) social media strategie?
![Page 9: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/9.jpg)
![Page 10: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/10.jpg)
Welke afdeling moet wat doen op social media?
![Page 11: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/11.jpg)
1.Strateeg 2. Social media manager
3. Community Managers / Webcare team
4. Social Analist
5. Web designer
6. Content redacteuren
7. Interne ambassadeurs
![Page 12: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/12.jpg)
Wat levert social media eigenlijk
op?
![Page 13: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/13.jpg)
1
2
3
Contacten, mentions, volgers, bereik
Conversatie score & applaus ratio: shares, likes, comments, sentiment
Organisatiedoelen zoals: klanttevredenheid, afname calls / mail, hogere conversie online sales
![Page 14: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/14.jpg)
ZELF DOEN OF UITBESTEDEN?
![Page 15: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/15.jpg)
24/7 webcare?
![Page 16: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/16.jpg)
![Page 17: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/17.jpg)
![Page 18: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/18.jpg)
![Page 19: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/19.jpg)
![Page 20: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/20.jpg)
Profiel van de ideale webcare medewerker?
![Page 21: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/21.jpg)
Profiel van de ideale webcare medewerker?
Helper Netwerker Verankeraar Analyticus
![Page 22: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/22.jpg)
![Page 23: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/23.jpg)
![Page 24: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/24.jpg)
Strategie & adviesLezingen & trainingen
Content planning & creatieCommunity management
www.scooperz.nl
![Page 25: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/25.jpg)
Tieto Customer Experience Integrator
![Page 26: Social media in klantcontact](https://reader036.vdocuments.pub/reader036/viewer/2022062319/5582fb4cd8b42a21168b50d0/html5/thumbnails/26.jpg)
- White Paper (begin 2013) - Vervolgsessies- Promotie van social klantcontact #SKC13