randstad tobias walraven
TRANSCRIPT
CUSTOMER INTELLIGENCE
ENGAGING THE SOCIAL CUSTOMER
1 CUSTOMER INTELLIGENCE Tobias Walraven RM Managing Director
ENGAGING THE SOCIAL CUSTOMER
MARKETING “LISTEN TO IT!”
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The reality of customer contact today… companies have made it a priority, they need help to achieve this, so we created RCI…
Social media listening needs to integrate into your omni-channel strategy 24/7
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Customer interaction Competition Sales opportunities Brand/product
Listening phase
https://login.radian6.com/
ad hoc & incidental
listening & insight
defensive engagement
proactive engagement
• Social media buzz 17.7k mentions • 14k incoming calls (after office hours)
• 2.6k inbound emails • 300 call-me-now (website b2b)
RANDSTAD HR CAMPAIGN #wordenwiejebent
We provide • Omni channel engagement team • Cover all digital channels • Focus on service and lead generation • Next step is monitoring on theme’s and build
for Randstad’s thought leader position
Results • Increase of Social Media footprint • Support of campaigns • Switch from email to social • Reach & endorsement
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SOCIAL ACTIVITIES RANDSTAD GROUP
• Additional activities from March 2015
• Activities engagement team 2015
Campaign: • Worden wie je bent • Jeugd opzoek • #jouwbaan • Hackathon • Rode boekje
Target Randstad 2015
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RCI FOCUSED ON SOCIAL
Today’s customers think ‘social’ for service. First time resolution Customer satisfaction Reduce traffic on higher cost channels Social is a sales channel Identify opportunities Make appropriate offers Close sales Beyond service and sales lies engagement Create conversations Reinforce relationships
SOCIAL SERVICES
SOCIAL SALES
SOCIAL BRANDS
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