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TheDigitalTouchpoint
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!!!!!!!!!!#KaiHeddergott#QLUG2016,22ndJune,2016
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Things have changed. Like always, to be honest.
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St. Peter’s Square, 2005
Photo: Luca Bruno / AP4
Photo: Michael Sohn / AP5
St. Peter’s Square, 2013
Being connected always und everywhere…
London/Underground
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Shanghai/Metro
7Being connected always und everywhere…
Foto: Luca Bruno / AP
White House / Wahsington D.C.
8Being connected always und everywhere…
Meet your clients. Many voices. Active on many channels.
How to deal with all these mentions, commentaries, shares?
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Theeasyway:When„lovebrands“docustomercareviasocialmedia
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Akeymetriconsocialmedia:Responsetime
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Customercareisabouturgentneedsofthepeopleoutthere…
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Solutionsfoundinpublicconversationsleadtonewscoverage
SEOeffects!
Speakingaboutmediacoverage…
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TheASOScase.
Peoplehavingquestions.Companyisanswering.Inperson.
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TheASOScase.
Peoplehavingquestions.Companyisanswering.Inperson.
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TheASOScase.
Machineorhumanbeing–thisisthequestion.
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TheASOScase.
„Ollie“justdonotreallygetthepoint…
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TheASOScase.
Caughtintheact.It’samachine.Notgood.
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Learning:Abadprocessbeingdigitisedisabaddigitisedprocess.
Listening becomes crucial. Monitoring requests, opinions, tonality and the spread of information is key.
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ExpeditionhousingindustryThedigitalfutureofthehousingindustry
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11,500Kilometers
Berlin,Hamburg,Mainz,Frankfurt,Garmisch,Sonthofen,Bamberg,Münster…andmanyotherdestinationsacrossGermany
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Theexpedition: Researchtripstofindtopics,solutionsandinterviewpartners
Theexpedition: Varioustopicswrittendowninover80bloganddozensoftweets
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Theexpedition:Varioustopicswrittendowninover80blogposts
ITsolutions
Mobilesolutions
AAL
SharingEconomyProcesses
CRM
SmartHome
Internetofthings
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#dataintegration
Ourresearchfocusesonfindingtheperfectsettingofdataforthefacilitymanagement–whichstandardsshouldbeusedordefinedandcanbeintegratedintodigitalprocessesinthehousingindustry?
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Theexpedition:Learningsfromtheinterviews
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Prof.UlrichBogenstätterProfessorfortheuniversitycourse„Technicalfacilitymanagement“,UniversityofAppliedSciences,Mainz
#bigdata
Tenantsshouldhaveconfidenceintheprocessofdatacollection.Thecrucialpreconditionisthatthehousingcompaniesfollowgermanlawsondataprotection.
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Theexpedition:Learningsfromtheinterviews
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AxelGedaschkoPresidentGdW(Federalassociationofthehousingindustry)
#responsibility
Thehousingindustryisabranchwherethedigitizationleadstoahugeamountofdata.Gatheringandanalyzingalltheseinformationswhichcanberelatedtothedailylifeandbehaviorofthousandsofpeopleshouldhaveanethicalbase.It’saboutresponsibility
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Theexpedition:Learningsfromtheinterviews
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Dr.FrankSchirrmacher(†)Publicist/Publisher„FrankfurterAllgemeineZeitung“
Keylearnings:It’sabout…
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#mobile!
#dialogue!
#processes!
#monitoring!
#dataintegration!
#bigdata!
#responsibilityWhichchanneltouse?
And:Areyouremployees„digitized“?
Possibleuseofplatforms
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“
#Dialogue
Like
Share
Comment
#Dialogue
#News
#BehindTheScenes
#Storytelling
#VisualStorytelling
#EmployerBranding
Socialmediaanalytics:Measuringtheperformanceofyourownactivity
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Tool:Fanpagekarma,measuringthenumberofuserreactionsinrelationtothedateandtimeofpostingsmade
Socialmediamonitoring:Measuringinrealtimewhat„theinternet“issaying
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Tool:RadarlybyLinkfluence
Digitalsolutionsshouldlooklikeplatformspeopledoknowfromthesocialweb
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Digitalsolutionsshouldbecommunity-focused–likethesocialweb
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Digitalsolutionsshouldbecommunity-focused–likethesocialweb
Mobilesolutions:Puttingcaretakersintothedigitalage
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Propertyinspectionsandapartmenthandoversbyusingmobilesolutionsconnectedwiththedigitaltenantfileleadtobetterprocesses.
Butwhataboutemployeesworkingfordecadesforahousingcompany?Will„their“processesmatchwiththerequirementsofamobileapp?
It’snot(only)abouttechnologies–it’sabout(hidden)competenciesandtheempowermentofyouremployeesusingdigitaltouchpoints
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BabyBoomer,GenerationX GenerationsY/Z
Thedigitaltouchpoint:Thinking360°
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‣ It’snotimportanttohaveonebigsolujon–it’simportanttobecapabletocombinedifferenttouchpoints,plalormsanddatasourcesinordertogatherandhandlecustomerrequests‣ Toolsshouldbeabletocoverallprocessesseamlessly–andtointegratecommunicajonviasocialmedia,inboundaswellasoutbound
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