4. 3 waves of digital transformation
1995+
music
photography
video rental
…
2010+
print media
tv
travel
…
2015+
retail
healthcare
automotive
education
…
…
Source: Digital Transformation, a model to master digital disruption (Caudron, Van Peteghem, 2014)
5. How and through which channels?
3 out of 4 belgians outed complaints against a company (Fl-Wall)
58% via email
33% via phone
25% via website company
5,9% via Social Media (Facebook, Twitter, Linkedin, Google+, …)
Youngsters (15-24yr): 18%
Young adults (25-34yr): 14%
6. Why through social media?
42% expect a quicker RESPONSE
38% want more people to see their complaint
33% expect the problem to be SOLVED faster
Complaining via Social Media … on the rise!
10. Content
1. Disclaimer
2. Lessons learned
3. Which communication tools do we use
4. Mobile Vikings offline
5. Falling in love is easy, stay in love …
6. Be authentic
13. Why
Not
?
What is different with the Mobile Vikings …
- Targets 18-35 year
- MV are data-user = used to social media
- Our growth objective is limited
- We started on social media as main
communication tool !
15. Lessons learned
Create connection with your customer
Speed is everything
Transparent
Involve the community
Real people with passion
Lessons
learned