steven van belleghem - de conversation company
DESCRIPTION
Freelunch met Steven van Belleghem over zijn boek, De Conversation Company, genomineerd voor Managementboek van het Jaar.TRANSCRIPT
#Freelunch #MB13 @StevenVBe
#freelunch is een initiatief van
De Conversation Company @StevenVBe
Donderdag 4 april, 12:15-12:45uur
&
de ‘Managementboek van het Jaar’ reek i.s.m.
• Slides • Video • Deelnemers & hoofdstukken • Chatvenster / vragen stellen • Moderators • Tickertape • Polls
Wat zie je?
Steven van Belleghem
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Hoevaak Converseer jij met je klant?
a. Vrijwel nooit b. Soms, als ik tijd heb c. Iedere dag d. Min. drie a vier per dag
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………………………………………….………..……………..…………………………………………!-- POLL --
Hoe noodzakelijk vind jij converseren met je klant? a. Af en toe klantonderzoek b. Gebeurt voldoende via verkopers en
callcenter medewerkers c. Noodzakelijk, maar waar begin je d. Ik zou niet zonder kunnen
It’s not about social media
@StevenVBE
It’s not about
technology
@StevenVBE
It’s about PEOPLE
CONVERSATIONS between people
Conversations build a reputation.
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Yo u have l oads o f !
Unused Conversation
Potential !
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Open your eyes & ears Start looking for your Unused Conversation Potential. It’s everywhere.
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Conversation Company boosts your business through:
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People
Culture
Social Media
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Company Culture is the Conversation Guide
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Brand positioning is the long term effect of company culture ……………………………………………………….…
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Company Culture is the only long term strategy of the Conversation Company ………………………………………………!
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………………………………………….………..……………..…………………………………………!-- POLL --
Mogen alle medewerkers in jouw organisatie converseren
met de klant? a. Nee, we hebben daar een protocol voor b. Nee, wel balie- en callcentermedewerkers en
onze verkopers c. Als B, maar inclusief management d. Iedereen mag met onze klanten converseren
OPEN AUTHENTIC POSITIVE
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………………………………………….………..……………..…………………………………………!A true people centric Company Culture
Employees! Customers!
Collaboration Content
Conversations Customer Experience
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………………………………………….………..……………..…………………………………………!A true people centric Company Culture
Employees! Customers!
Collaboration Content
Conversations Customer Experience
Customer Experience is about what you DO,!Not whay you SAY.!
Unused Conversation Potential:!Customer Experience
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Service schizophrenia
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………………………………………….………..……………..…………………………………………!A true people centric Company Culture
Employees! Customers!
Conversation Management is about "observing, facilitating & joining.!
Conversations
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………………………………………….………..……………..…………………………………………!A true people centric Company Culture
Employees! Customers!
Content should be the start of a good conversation!
Content
Content does NOT equal campaign
Unused Conversation Potential:!Content
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Content
Specific update, project or campaign
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………………………………………….………..……………..…………………………………………!A true people centric Company Culture
Employees! Customers!
Collaboration is an extreme form of customer centricity.!
Collaboration
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They are employees that are not on the payroll
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Thank you! ………………………………………….………..……………..…………………………………………!
linkedin.com/in/stevenvanbelleghem @stevenVBe [email protected]
Let’s connect on
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5 kaarten donderdagavond 18 april
De Rode Hoed, Amsterdam
Ben jij erbij?
Waarom mag jij niet ontbreken op het ‘Managementboek van het Jaar’ gala?
A.s. maandag: Groeimodellen met Kris Brees
Verder in #MB13
10 april: Duurzaam ondernemen Waarmaken (11:00u) Rob van Tilburg & Rob van Tulder
12 april: Leren samenwerken tussen organisaties Edwin Kaats
15 april: Samen slimmer Maurits Kreijveld
i.s.m.
Dank voor je deelname!