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Social Design - Making it a better cat and mouse game - #socialbydesign

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Rick Mans
Rick Mans

My slides for the Capgemini event Social By Design (#socialbydesign) in which I explained how you can apply a set of six social design elements to make a better social experience.

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Social Design To make it a better cat and mouse game June 2012 – Rick Mans – Social Media Lead
Rick Mans Capgemini @rickmans slideshare.net/rickmans dontmindrick.com
We seem to be excited about great customer service
70% of all complaints on social media is because of a 'double failure'
57% has to switch from web to phone
59% moderate to high effort to solve their issue
59% being transferred
62% have to repeatedly contact the company to solve the issue
79% of consumers have passed on a negative experience
82% will stop doing business with a company because of a negative experience
Loyalty Prevention Department
A cat and mouse game
Consumers are not the mice
f-commerce
f-commerce
What the audience is doing
Your offer
Best practices?
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Connectivity Participation Data Identity Trust Shareable
Rick Mans Capgemini @rickmans slideshare.net/rickmans dontmindrick.com
Social Design - Making it a better cat and mouse game - #socialbydesign

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