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  • Karel De Grote-Hogeschool (KdG)
  • Bedrijfsmanagement
  • Flow marketing
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Samenvatting Flow Marketing: hoofdstuk 8

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Flow marketing
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Samenvatting van het boek: Marketing GO WITH THE FLOW van Philip De Cleen

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HOOFDSTUK 8: Conversatie




Wat is conversatie?
o Conversatie = luistern naar en praten met de consument
➢ Vragen
➢ Reacties
➢ Gevoelens en gedachten
o Organisatie ?
➢ Afdeling sales: actief bewerken van vastgelegde targets (prospect tot loyale klanten)
➢ Afdeling customer service: actief omgaan met concrete vragen van bestaande consumenten
o Conversatie
➢ Geen afdeling
➢ Door overvloed aan media nood aan oplossing voor alle mogelijke contacten
➢ Tool en proces dat deels doorzendt naar sales en naar customer service

Reactieve conversatie = luisteren naar hoe de klant zich voelt, snel antwoorden op klant en inspelen op
reacties van anderen

Vormen van conversatie

➢ Face-to-face
➢ gesproken via telefoon
➢ geschreven via sms, e-mail of brief
➢ via sociale media: like, share, comment (LSC)
➢ via websites en platformen van merkeigenaars, ratings en reviews
Connected book
image
Philip de Cleen Marketing
Publisher: Unknown ISBN: 9789401441070 Edition: 1

Document information

Study
Bedrijfsmanagement
Summarized whole book?
No
Which chapters are summarized?
Hoofdstuk 9
Uploaded on
December 18, 2018
Number of pages
4
Written in
2018/2019
Type
Summary
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