This document discusses Lampiris' approach to conversation management and community building. It outlines how they have transitioned from individual customer responses to creating virtual communities and networking responses. It also discusses moving from communicating with customers to creating experiences for them and from hiding to transparency. Finally, it maps out several community cases Lampiris has developed on social media and through partnerships, including a Facebook page, cocreation groups, campaigns, an internal network, producers, and more. It indicates they are still planning for an ultimate community.

1. Conversation management
Oktober 2013
@TomVandeCruys

2. Lampiris
2

3. Lampiris
3

4. Lampiris
Groene elektriciteit &
aardgas
Belgisch &
onafhankelijk
België & Frankrijk
Omzet €1 miljard &
winstgevend
3de leverancier &
800.000 klanten
4

5. Predicting the future
5

6. From individualism & personalized responses
6

7. To virtual community & networked responses
7

8. To virtual community & networked responses
A 1-2-1 discussion
becomes a public
conversation.

9. From communicating to customers
9

10. To creating an experience with the customer
10

11. To creating an experience with the customer
Public conversations
become powerfull
marketing tools.

12. From hiding from the public eye
12

13. To the transparancy triumph
13

14. To the transparancy triumph
Our values and the
way we live them
are key.

15. Conversation management @ Lampiris

16. Conversations are held everywhere
16

17. All employees can participate
17

18. But some are dedicated
@kodel as
the expert
A customer care team
with focus
@JelleWierdsma &
@Ci_jc & as the
community managers
18

19. Yammer as a learning environment

20. Rule 1
20

21. Rule 2
21

22. But then…
Identify yourself.
Tell the truth.
Be empathetic.
22

23. The easy ones
23

24. The difficult ones

25. The fun ones

26. The positioning ones

27. The MGM ones

28. The content

29. The very difficult ones

30. The very difficult ones

31. The very difficult ones

32. The very difficult ones

33. The very difficult ones

34. The very difficult ones

35. The very difficult ones

36. Measure

37. Wait, where will this all lead to?

38. Definition of a community
values
community
activity
interest

39. Mapping cases on the community dashboard
Business process related
Identification
of members

40. Facebook page
Case 1: Lampiris Facebook customer community

41. Facebook page
Mapping cases on the community dashboard
Business process related
Facebook
page
Identification
of members

42. Cocreation
Case 2: Cocreation group for new invoices

43. Cocreation
Mapping cases on the community dashboard
Business process related
Cocreation
group
Facebook
page
Identification
of members

44. Grow a pair
Case 3: Grow a pair campaign

45. Grow a pair
Mapping cases on the community dashboard
Business process related
Cocreation
group
Grow a pair
campaign
Facebook
page
Identification
of members

46. Yammer
Case 4: Internal Yammer network

47. Yammer
Mapping cases on the community dashboard
Business process related
Cocreation
group
Grow a pair
campaign
Identification
of members
Facebook
page
Internal
Yammer

48. Twitter
Case 5: Twitter as a WoM community

49. Twitter
Mapping cases on the community dashboard
Business process related
Cocreation
group
Twitter
WoM
Grow a pair
campaign
Identification
of members
Facebook
page
Internal
Yammer

50. Producers
Case 6: Lampiris energy producers

51. Producers
Mapping cases on the community dashboard
Business process related
Cocreation
group
Grow a pair
campaign
Energy
producers
Twitter
WoM
Identification
of members
Facebook
page
Internal
Yammer

52. Tous au vert
Case 8: Tous au vert community never made it.

53. Tous au vert
Mapping cases on the community dashboard
Business process related
Cocreation
group
Tous Au
Vert blog
Grow a pair
campaign
Energy
producers
Twitter
WoM
Identification
of members
Facebook
page
Internal
Yammer

54. Natuurpunt
Case 9: Natuurpunt, community partnership

55. Natuurpunt
Mapping cases on the community dashboard
Business process related
Cocreation
group
Tous Au
Vert blog
Grow a pair
campaign
Samen
groener
group
Energy
producers
Twitter
WoM
Identification
of members
Facebook
page
Internal
Yammer
Natuurpunt
offline

56. Samen Groener
Case 10: Samen Groener, under construction

57. Samen Groener
Mapping cases on the community dashboard
Business process related
Cocreation
group
Tous Au
Vert blog
Grow a pair
campaign
Samen
groener
group
Energy
producers
Twitter
WoM
Identification
of members
Facebook
page
Internal
Yammer

58. Energyrun
Case 7: Green Energy Run B2B community

59. Energyrun
Mapping cases on the community dashboard
Business process related
Cocreation
group
B2B Green
Energy Run
Samen
groener
Tous Au
group
Vert blog
Energy
Grow a pair
producers
campaign
Facebook
page
Twitter
WoM
Identification
of members
Internal
Yammer
Natuurpunt
offline

60. ?
We are still planning for the ultimate community…
Business process related
Cocreation
group
B2B Green
Energy Run
Samen
groener
Tous Au
group
Vert blog
Energy
Grow a pair
producers
campaign
Facebook
page
?
Twitter
WoM
Identification
of members
Internal
Yammer
Natuurpunt
offline