Presentation for Agoria.

1. A Digital World
Agoria - 23/5/2012

3. A changing world.

4. Old world vs new world.

5. Most companies are built like this:

7. Most companies are built like this:
‣ product or service
‣ company structure (processes, people)
‣ communication layer

9. In that communication layer:

11. In that communication layer:
‣ attract: attract new customers
‣ use: touchpoints with customers (experience)
‣ share: customers share (word of mouth)

12. Old world:
‣ attract: main focus
‣ experience: did not matter...
‣ word of mouth: had no impact

15. Then came internet...

16. Internet & social media
‣ word of mouth: more impact
‣ word of mouth: ability to shape...

17. Attract can also happen through share.
Budget shifts from advertising to social media.

20. Do not!
‣ approach WoM as advertising (pull not push)
‣ use social media as such (extrinsic vs. intrinsic)

22. Do:
‣ focus on experience
‣ design every touch point user centric
‣ build sharing triggers

23. Conversation

24. Bart De Waele
@netlash
+32 9 335 22 76
bart@wijs.be