1 / 96

The Superstar Company

Superstar companies are growing companies based on the power of people (both internal and external). These people spread content on different touchpoints and this in line with the company's values and business objectives.

stevenvanbelleghem
Télécharger la présentation

The Superstar Company

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. The superstar company Prof Steven Van Belleghem @Steven_InSites #cm48

  2. Look at today’s business world. It’s full of paradox’s. Really.

  3. Conversations are the keydriver of growth But we are afraid to manage orjointhem.

  4. 16% Even believesword-of-mouth is not relevant in their business

  5. Happy clients are drivers to positiveconversations. Butcustomer service oftensucks.

  6. 10% NEVER answerscustomerquestions! Shocking, isn’tit?

  7. Helping people helps. Exceeding customer expectations builds loyalty (81% repeats, 63% recommends) and falling below customer expectations erodes loyalty (5%/71%). * Forrester, Build Loyalty By Exceeding Expectations When Resolving Customer Problems, 2010

  8. Most companies even waitfortheircritical incident. Question is whybeingsoreactive? @Steven_InSites #cm48

  9. On May 22nd 2010, Foodwatch and Kassa awardedActimel het Gouden Windei, formisleading Dutch consumers.

  10. And…theyknewthis was a conversation topic.

  11. Youp Van’t Hek, famous Dutch Cabaretier Started twittering about the lousy customer service of Dutch telco T-Mobile, after his son experienced weeks of problems with their helpdesk. 45.000 followers

  12. 45.000 followers

  13. Youp was contacted by the boss of T-Mobile 30’ after the tweets! 45.000 followers

  14. 45.000 followers The generated negative buzz (increase of 19%) resulted in serious image damageestimated at € 300.000 !(source: buzzcaputure) A central complaints address youp@nrc.nl already received more than 5000 stories!

  15. A crisis is like a vulcano. Youalwaysget a warningsignalfirst, soalso time to react.

  16. “Wij erkennen dat ook binnen ons bedrijf fouten worden gemaakt. Dat willen wij niet goedpraten en daar doen we wat aan. De oproep aan grote bedrijven om te luisteren naar hun klanten en hen niet van het kastje naar de muur te sturen, is duidelijk. Wij zijn ons ervan bewust dat niet altijd alles vlekkeloos verloopt, daarom blijven we werken aan een verdere verbetering van onze dienstverlening. Concreet betekent dit onder andere dat wij ons de komende periode zullen richten op het verkorten van onze wachttijden en het aanpassen van het toestelreparatieproces.“ http://www.t-mobile.nl/persoonlijk/htdocs/popup/youpvanthek.aspx

  17. We want our employees to beambassadors. But we blockthemfrom all social media.

  18. Before we continu... I would like to take you back in time..... #flashback

  19. Once upon a time, About 50 years ago, anew & very dangerous technology was invented! Companies did everything in their power tokeep this new technology out of their premises. It would decrease efficiency andcaused a serious threat for the securty of the company.

  20. Let’s continue to travel back to our time. But have a quick stop 15 years ago..... #flashback

  21. Once upon a time, About 15 years ago, anew & very dangerous technology was invented! Companies did everything in their power tokeep this new technology out of their premises. It would decrease efficiency andcaused a serious threat for the securty of the company.

  22. We’re back in our currentworld. Nothing changed, we are still afraid of change & innovation.

  23. Limited knowledge brings FEAR! The famous ‘what if someone will be negative?’ question pops up.We solve it by blocking people. Not the way to grasp opportunities.

  24. Note by Steven to audience Sorry for this dumb question I’m about to ask you... (please, please don’t tweet it)

  25. Dilemma! Which company will grow faster? Company A 1000 employees 10% are sending positive stories about their job to their friends. This happens organic, no guidance from their employer Company B 1000 employees 40% are sending positive stories about their job to their friends. This happens based on a great culture & facilitation in sharing great stories

  26. Dilemma! Which company will grow faster? Company B 1000 employees 40% are sending positive stories about their job to their friends. This happens based on a great culture & facilitation in sharing great stories

  27. Note by Steven to himself But hey, why should I say sorry for this dumb question as...The large majority of the companies is in situation A (or worse)

  28. And by the way, it’snotjustguessing. McKinsey provedthatconnectedenterprisesexperiencefastergrowththanclosedenterprises. #fact

  29. Conversations are drivers of growth,but we don’t manage them. Happy clients are drivers of conversations, butour service sucks. Our employees need to beourambassadors, but we blockthemfromsocial media. Look at today’s business world It’s full of paradox’s. Really.

  30. Breaking the paradox bringsyou to the pot of gold. Happy peoplethatdon’tspeakaboutyourgreatcompany.

  31. 28% On average: 28% of your customers is in this pot.

  32. The bad news:A Conversation Manager is not enough.

  33. It is time to change your company into a Superstar Company

  34. Superstar Company? A company in which people are the key driver for growth, sharing engaging content through all relevant touchpoints, building upon the company’s culture and business objectives.

  35. People Touchpoints Content In linewithcompany culture & business objectives

  36. STRATEGY company culture & business objectives

  37. People Touchpoints Content Tactics

  38. It all starts withcompany culture.Culture identificationor is it brand identification.

  39. Quickquestion. Howmanyvalue sets does yourcompany has?

  40. Quickquestion. Howmanyvalue sets does yourcompany has? Identicalforcustomers & employees?

  41. Possibleanswers • 0: disaster • 1: cool • 2: I don’tunderstand

  42. “Brand positioning is the long term effectof company culture.” Toni Shieh, CEO Zappos

  43. If someone asks you a question, answer politely. Zappos invites every employee to WOW their customers. By the way: 11% of organizations doesn’t reply to customer emails. * InSitesConsulting, Meet The Joneses Research, 2010

  44. A remarkable company culture works. Every company has it’s stories and ambassadors, like Nike’s Ekins. Capitalize on these stories and turn your employees in an army of ambassadors.

  45. Youthink culture is important,but are youseriousaboutit?

  46. Thisguysprobablythinkshealthyfood is important…

  47. These guys are prettyseriousabout it. And theyoutperform the market.

  48. These guys are prettyseriousabout it. And theyoutperform the market.

More Related