Conversatiestrategieën in Klantenservice

Flag Design

• Image of a flag with a central white oval on a maroon background
• Various dark blue symbols/shapes are arranged on the flag, both inside and outside the oval

Customer Flow Strategies

• Diagram depicts a circular flow chart
• Different sections include "Basis," "Behoeften," "Customer Flow," "Aanbod," "Doelgroepen," "Customer Flow Disciplines," "Marketing Planning," and "Customer Flow Strategieën".
• Key terms like "Onzekerheid," "Vertrouwen," "Waardeaanbod," "Merk," "Conversie," "Content," and "Customer Experience" are used within the diagram.

Conversatie (Conversation)

• Understanding the connections between Customer Service and Conversation
• Identifying how consumer groups can be divided based on conversation activities
• Understanding the benefits and drawbacks of implementing conversation strategies in a business/organization.
• Practical application of conversation strategies within a company
• Assessing team members' potential for conversation within a company.

Flow Marketing Discipline - Conversation

• Definition of 'conversation' as a crucial strategy.
• Analysis of the advantages and disadvantages of conversation for brands.
• Different applications of conversational approaches in marketing.

Content and Conversation

• Provides a breakdown of the principles behind different types of communication.
• Gives the meaning of words, like content and conversation, in relation to marketing.
• Includes specifics like how conversation is handled
• Questions to assess the effectiveness of marketing strategies using conversation

Customer Conversation Methods

• Different ways people have conversations, including face-to-face, telephone, text messages, email, social media, and online reviews.

Different Types of Conversational Participants

• Categories of people based on how and when they engage with brands on social media.
• Individuals are classified depending on their specific interactions with companies.

Conversational Summary

• Emphasizes that conversation represents the critical and outspoken consumer's approach.
• Suggests that this approach can aid in better understanding and improvement of customer service protocols.
• Conversation is both positive and negative ways to provide an avenue for improvement of customer flow.

Conversation Usage

• Various marketing and business applications of conversation strategies.
• It suggests that conversation can be used in multiple areas of business, such as marketing, financial planning, and research.

Listening and Response

• This involves social media monitoring based on keywords.
• Includes evaluating the quality of social media presence.
• Includes new developments in customer service, such as chatbots.
• Discusses market research based on online conversations.

Chatbots and Personification

• Chatbots are designed to mimic human characteristics.
• This approach is used to provide a more friendly and relatable experience for consumers.
• A specific example of a chatbot for a bank is highlighted.

Every Employee as a Brand Ambassador

• Each employee should act as a brand representative
• An approach for integrating all employees into brand promotion.
• Important details for proper team structure and procedures.

Conversation about Brands and Products

• Basic human need is the desire to talk about products.
• Conversations have a strong influence in spreading new ideas/products.
• A methodology focused on social media engagement.
• Explains how companies use social connections
• Importance of understanding conversation management as a key element of modern businesses.
• Shows that different methods of conversations exist, such as in-person, phone, written, social media comments, etc.

Key Figures / Concepts

• Tipping Point (Malcolm Gladwell)
• Thousand True Fans (Seth Godin)
• Conversation Management
• Bots
• Brand ambassadors
• Six degrees of separation
• Anthropomorphism