3. • a digital consulting company
• founded in 2015, currently we are
15 people
• our mission is to help you finding a
new balance between the certainties
of your traditional business and the
opportunities of innovations in
(digital) media
• our scope is everything in the digital
space, with focus on social, mobile,
digital transformation, ...
• We work for large European clients
16. Waves of Digital Disruption
1995+
Music
Photography
Video Rental
…
2010+
Print Media
TV
Travel
HR
…
2015+
Banking
Healthcare
Automotive
Retail
Education
Telco
Advertising??
…
2020+
All Safe havens
will be subject
to digital
disruption
…
19. België is topmarkt voor Snapchat
26 juni 2015 - De Tijd
De chat-applicatie Snapchat is bijna nergens populairder bij tieners dan in ons land.
Dat leert een enquête bij bijna 50.000 mensen uit 33 landen.
…in ons land is Snapchat nog vele malen populairder bij tieners dan elders in de wereld.
Liefst 46% van de Belgische tieners zou het medium gebruiken. De
‘oververtegenwoordiging’ van tieners tegenover volwassenen loopt daarmee op tot een
factor 9,29.
Snapchat
111. Interest Love Advocacy Co-creation Collaboration
Receive Engage Share Input
LATENT MANIFEST
Become one
The Connection funnel
Social Media
strategy
Content Marketing
strategy
Ambassador
strategy
128. Show your human side and communicate an official statement
Respond immediately during catastrophes and be serene
after catastrophes.
129. Level 1 Level 2 Level 3 Level 4 Level 5
Title Bad customer service
Marketing/communication
fail or bad campaign
Bad buzz Crisis / Poor governance Unforeseen disaster
People
Involved
Community manager,
Customer Care
Community manager,
Customer Care, Brand
Community manager,
Customer Care, Brand, PR
Community manager,
Customer Care, Brand, PR,
Management
Community manager,
Customer Care, Brand, PR,
Management
When are we
replying?
As soon as possible
When Brand Coordinator
gives GO!
When PR & Brand Manager
give GO!
When Managment gives a
GO!
When CEO gives a GO!
Where are we
replying?
On the platform of complaint On the platform of complaint On the platform of complaint
On our website and all the
platforms
On our website and all the
platforms
Procedures CM => Cooridnator Care
CM => Coordinator Care &
Coordinator Brand
CM => PR, Coordinator Care
& Brand
CM => PR, Management CM => PR, Mangement, CEO
2. Crisis Solution
141. 1. Actively use social networks yourself. Also the upcoming ones.
2. Buy a smartphone and a tablet :-)
3. Use monitoring tools. Know what’s being said online.
4. Reply in a creative way.
5. Determine whether you should reply. Always use the EPO-method.
6. Strive for the 2-4-8 rule. Quick responses on social media are essential.
7. Let content come from the heart. Show your DNA & remember the ‘company journalist’.
8. Know what’s being said about your sector on social media. Conduct a ‘Market Scan’.
9. Activate your ambassadors. Internal & external.
10. Make a bi-weekly content calendar.
ADVICES