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conversation management

Campaigns and programs
  • Polle de Maagt
  • Posted by Polle de Maagt
22/07/2011

Both Twitter and Facebook force companies to think beyond campaigns. Whether they...

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  • Polle de Maagt
  • Posted by Polle de Maagt
20/07/2011

I talked about gradual engagement before and especially how Facebook forces gradual...

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  • Polle de Maagt
  • Posted by Polle de Maagt
31/05/2011

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.

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  • Polle de Maagt
  • Posted by Polle de Maagt
01/03/2011

[slideshare id=7099246&doc=20110305cmoperaforumconversationmanagement-110301025853-phpapp02] I have been a huge fan of operas. Not operas...

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  • Polle de Maagt
  • Posted by Polle de Maagt
15/12/2010

[slideshare id=6254668&doc=20111215pollesintlucas-101220045838-phpapp02] Ghent-based Sint Lucas (not to be confused with the Dutch...

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  • Polle de Maagt
  • Posted by Polle de Maagt
09/12/2010

[slideshare id=6071963&doc=20111215polledanonepresentation-101208032129-phpapp02] Got to meet the Danone Belgium team during their 2-day...

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