C2X - Make your FB S.M.I.L.E. από τον Βασίλη Βασιλειάδη
Διαβάστε την ενδιαφέρουσα παρουσιάση του Βασίλη Βασιλειάδη από το συνέδριο AllThingsFacebook που πραγματοποιήθηκε στις εγκαταστάσεις της OTEAcademy. #atfb13 Μίλησε για το Customer Experience και το ρόλο του Facebook σε αυτό. Ο Βασίλης Βασιλειάδης είναι διευθυντής εκπαίδευσης στην OTEAcademy. Είναι πιστοποιημένος professional trainer και ψυχοδραματιστής. Παράλληλα, διαθέτει πιστοποίηση Practitioner, Master & Trainer Customer Experience και είναι μέλος του CXPA (Customer Experience Professionals Association). Read the interesting presentation of Vassilis Vassiliadis that was presented at AllThingsFacebook conference that took place at OTEAcademy facilities. #atfb13 His presentation was about Customer Experience and how Facebook has a strong connection with it.
C2X - Make your FB S.M.I.L.E. από τον Βασίλη Βασιλειάδη
- 1. Welcome! Vassilis Vassiliadis Training Director, OTEAcademy CEX Master Practitioner CXPA Member
- 2. C2X® - Make your FB S.M.I.L.E.
- 4. Customer EXperience is the Next Competitive Customer Battleground EXperience • Strong differentiator • Hard to be copied • One-way strategy
- 5. There is a STORY to tell better Customer Expectations There is a STORY to tell worse
- 6. Frequency of Social Stories… Activities % of social media users participating at least once a month 70% hear other’s experiences 65% learn more about brands/products/services 53% compliment brands 50% express concerns/complaints about brands/services Nielsen Report, Europe 2012
- 7. the importance of Stories is an old story…
- 8. Where stories are told…? Old times •Kafeneio (but forgotten) Nowadays •New Kafeneio - facebook (scripta manent)
- 9. New Kafeneio 24x7, 365d, no borders…
- 10. is Customer Experience affected by Facebook? 58% more likely to share customer experience today than 5 years ago in facebook
- 12. • Stop talking – start listening • Match mood – use empathy • Implement an agreed solution • Let the customer know progress • Encourage feedback
- 13. Stop talking – start listening negatives positives 32% of sm users expect a response within 30 minutes
- 14. • Stop talking – start listening • Match mood – use empathy • Implement an agreed solution • Let the customer know progress • Encourage feedback
- 15. Match mood – use empathy
- 16. • Stop talking – start listening • Match mood – use empathy • Implement an agreed solution • Let the customer know progress • Encourage feedback
- 17. Implement an agreed solution
- 18. • Stop talking – start listening • Match mood – use empathy • Implement an agreed solution • Let the customer know progress • Encourage feedback
- 19. Let the customer know progress
- 20. • Stop talking – start listening • Match mood – use empathy • Implement an agreed solution • Let the customer know progress • Encourage feedback
- 21. Encourage feedback Unhappy customers High Loyalty Low Endure - What choice do they have? Voice - Exit
- 22. Use S.M.I.L.E. to build advocates in the old & the NEW Kafeneio! advocates want great experiences from our brand for our brand!
- 24. is the leading resource for positive reviews
- 25. Thank you!