{"id":127,"date":"2018-09-12T14:09:03","date_gmt":"2018-09-12T12:09:03","guid":{"rendered":"https:\/\/insightevents.se\/contactcenter\/?p=127"},"modified":"2019-09-16T14:09:36","modified_gmt":"2019-09-16T12:09:36","slug":"talarintervju-med-dan-malmstrom-avanza","status":"publish","type":"post","link":"https:\/\/insightevents.se\/contactcenter\/2018\/09\/12\/talarintervju-med-dan-malmstrom-avanza\/","title":{"rendered":"Talarintervju med Dan Malmstr\u00f6m, Avanza"},"content":{"rendered":"<h3><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-5778 alignleft\" src=\"https:\/\/insightevents.se\/wp-content\/uploads\/2017\/06\/talare_contactC_webb5.jpg\" alt=\"talare_contactC_webb5\" width=\"168\" height=\"168\" \/>Vad \u00e4r viktigt i arbetet med sociala medier och hur kan man involvera kunderna i f\u00f6rb\u00e4ttrings\u00e5tg\u00e4rder? Vi tog ett snack med Dan Malmstr\u00f6m som arbetar som Head of Social Media Customer Relations p\u00e5 Avanza. Dan \u00e4r aktuell som talare p\u00e5 konferensen Framtidens kundservice &amp; Contact Center d\u00e4r han kommer att prata om hur man kan nyttja olika kanaler f\u00f6r sociala medier och relationsskapande, hur man arbetar med proaktiv service och p\u00e5 vilket s\u00e4tt man kan involvera kunderna i innovation och f\u00f6rb\u00e4ttringar.<\/h3>\n<p><strong>Vad kommer din programpunkt att handla om?<br \/>\n<\/strong>Jag kommer prata om hur vi m\u00f6ter v\u00e5ra kunder i sociala medier och vad som g\u00f6r det till en v\u00e4rdefull relation b\u00e5de f\u00f6r oss och f\u00f6r v\u00e5ra kunder. Jag kommer att prata om hur v\u00e5ra kunder v\u00e4rdes\u00e4tter v\u00e5r n\u00e4rvaro och hur vi skapar ambassad\u00f6rer och verkar f\u00f6r ett starkt community d\u00e4r alla delar med sig av kunskap och gl\u00e4ds \u00e5t varandras framg\u00e5ng!<\/p>\n<p><strong>Vad \u00e4r viktigt att t\u00e4nka p\u00e5 n\u00e4r man arbetar med sociala medier och relationsskapande?<br \/>\n<\/strong>Att man hela tiden t\u00e4nker l\u00e5ngsiktigt och visar att man bryr sig om varje kund. Man beh\u00f6ver vara personlig och \u201dn\u00e4ra\u201d i varje dialog men samtidigt v\u00e4ldigt \u00f6ppen och inkluderande f\u00f6r att v\u00e4cka nyfikenhet och engagemang hos fler som l\u00e4ser det man skriver. Det \u00e4r ocks\u00e5 viktigt att v\u00e5ga utmana de kanaler man verkar i och det s\u00e4tt man kommunicerar med kunderna p\u00e5, landskapet r\u00f6r st\u00e4ndigt p\u00e5 sig och kunderna r\u00f6r sig mellan olika kanaler beroende p\u00e5 vad som passar dem sj\u00e4lva och den enskilda situationen b\u00e4st.<\/p>\n<p><strong>Hur kan man egentligen arbeta med proaktiv service?<br \/>\n<\/strong>Det g\u00e4ller att f\u00f6rst\u00e5 hur olika kundgrupper har olika f\u00f6ruts\u00e4ttningar och olika \u00f6nskem\u00e5l. Sj\u00e4lvklart kr\u00e4vs det ocks\u00e5 en hel del planering och man beh\u00f6ver vara \u00f6dmjuk inf\u00f6r att man l\u00e4r sig b\u00e4st av sina tidigare misstag eller liknande situationer man haft tidigare. Jag tror tyv\u00e4rr att det \u00e4r l\u00e4tt att \u00e4gna f\u00f6r lite tid \u00e5t reflektion och eftertanke \u2013 delar som \u00e4r centrala f\u00f6r att man ska ha m\u00f6jlighet att vara proaktiv och f\u00e5nga upp situationer i ett tidigt skede.<\/p>\n<p><strong>M\u00e5nga pratar om att involvera kunderna i f\u00f6rb\u00e4ttrings\u00e5tg\u00e4rder, har du n\u00e5gra tips p\u00e5 hur man kan g\u00f6ra det?<br \/>\n<\/strong>Det finns otroligt m\u00e5nga s\u00e4tt att involvera kunderna och beroende p\u00e5 hur kundbasen och f\u00f6ljarbasen ser ut s\u00e5 finns det olika m\u00f6jligheter att b\u00e5de ta tillvara p\u00e5 de \u00f6nskem\u00e5l som kommer in, men \u00e4ven bidra till en konstruktiv diskussion kring varf\u00f6r man prioriterar som man g\u00f6r och hur\/vad som ska utvecklas fram\u00f6ver. Jag tror att det \u00e4r en stor f\u00f6rdel att man f\u00f6rs\u00f6ker vara transparent och \u00f6ppen med hur man arbetar med innovation utveckling och jag anser \u00e4ven att det \u00e4r enormt viktigt att visa kunderna p\u00e5 vilka s\u00e4tt de bidragit till resultatet f\u00f6r att f\u00e5 dem att f\u00f6rst\u00e5 hur v\u00e4rdefulla deras insikter \u00e4r.<\/p>\n<p><strong>Finns det n\u00e5gon annan talare eller case du \u00e4r nyfiken p\u00e5 i programmet?<br \/>\n<\/strong>ICA:s programpunkt kring kunddriven utveckling l\u00e5ter intressant, inte minst f\u00f6r att det \u00e4r l\u00e4tt att relatera till i och med deras k\u00e4rnverksamhet.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vad \u00e4r viktigt i arbetet med sociala medier och hur kan man involvera kunderna i f\u00f6rb\u00e4ttrings\u00e5tg\u00e4rder? Vi tog ett snack med Dan Malmstr\u00f6m som arbetar som Head of Social Media Customer Relations p\u00e5 Avanza. Dan \u00e4r aktuell som talare p\u00e5 konferensen Framtidens kundservice &amp; Contact Center d\u00e4r han kommer att prata om hur man kan [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-127","post","type-post","status-publish","format-standard","hentry","category-okategoriserade"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Talarintervju med Dan Malmstr\u00f6m, Avanza - Contact Center<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/insightevents.se\/contactcenter\/2018\/09\/12\/talarintervju-med-dan-malmstrom-avanza\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Talarintervju med Dan Malmstr\u00f6m, Avanza - Contact Center\" \/>\n<meta property=\"og:description\" content=\"Vad \u00e4r viktigt i arbetet med sociala medier och hur kan man involvera kunderna i f\u00f6rb\u00e4ttrings\u00e5tg\u00e4rder? 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