
Both Twitter and Facebook force companies to think beyond campaigns. Whether they...
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I talked about gradual engagement before and especially how Facebook forces gradual...
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Ohra is a pretty remarkable insurance company in The Netherlands. Like many...
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Let me tell you a little story first. I stayed in a...
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How to engage in conversations? How are we managing consumer expectations as soon as we're start answering questions on social media? Many companies just do social media campaigns and fail to have a follow up on their social media efforts. In other words: they do a great campaign to attract people to their Facebook fanpage, but fail to answer the questions and solve the problems of this new crowd. In a conversation era, there is no marketing without service. On top of that, there's the dilemma of managing expectations: many don't wan't to open 'the floodgates' on consumers reacting on their online efforts, just because they have the perception (or self-knowledge) that they won't be able to handle that. They adopt a more reactive approach on what's happening online, maybe to, someday, change into a more proactive conversations company. That's why we usually plot conversations efforts on proactive versus reactive axes and service versus marketing axes.
Read More[slideshare id=7099246&doc=20110305cmoperaforumconversationmanagement-110301025853-phpapp02] I have been a huge fan of operas. Not operas...
Read More[slideshare id=6254668&doc=20111215pollesintlucas-101220045838-phpapp02] Ghent-based Sint Lucas (not to be confused with the Dutch...
Read More[slideshare id=6071963&doc=20111215polledanonepresentation-101208032129-phpapp02] Got to meet the Danone Belgium team during their 2-day...
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