Randstad tobias walraven

CUSTOMER INTELLIGENCE

ENGAGING THE SOCIAL CUSTOMER

1 CUSTOMER INTELLIGENCE Tobias Walraven RM Managing Director

ENGAGING THE SOCIAL CUSTOMER

CUSTOMER CONTACT “THIS WORLD”

2

3

MARKETING “LISTEN TO IT!”

4

The reality of customer contact today… companies have made it a priority, they need help to achieve this, so we created RCI…

WHERE BRICKS MEETS CLICKS

5

6

Online

Local shop

7

8

Embrace engagement as your new social communication style

Social media listening needs to integrate into your omni-channel strategy 24/7

9

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

10

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

11

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

12

13

FOCUS ON HOW

TO BE SOCIAL,

AND NOT HOW

TO DO SOCIAL

14