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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