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  • CCO Talk: Consumers in the boardroom of… Schoenen Torfs

    by Kristof De Wulf on December 9, 2013in the categories social businessNo Comments

    This guest post is written by Kristof De Wulf, CEO at InSites Consulting. Meet the InSites Consulting CCO (Chief Consumer Officer) Talk series, offering people from the C suite a chance to share their views on driving consumer centricity and activation in their organizations. This time, I had the opportunity to talk with Wouter Torfs, CEO of Schoenen Torfs. Schoenen Torfs is a Belgian family-owned shoe retailer, originated right after the First World War by Louis Torfs. Wouter Torfs took over as CEO in 1986, being a descendant of the third generation. Today, Schoenen Torfs realizes a turnover of more than 100 million euro, employs 570 employees and has been awarded 4 times as ‘Best Belgian Employer‘ by the Vlerick Business School. During my talk with Wouter, I wanted to find out about the recipe of success which brought Schoenen Torfs to where it is today.

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  • Be warned: you have three types of competitors

    by Steven Van Belleghem on December 3, 2013in the categories Marketing 2020, Opinion1 Comment

    Competition analysis is a standard part of any strategic plan. Monitoring what the competition is doing and planning helps your company benchmark its own activities. Companies are familiar with the practice of following up direct competitors. ING keeps a close eye on BNP Paribas and vice versa. Burger King knows every McDonald’s promotion by heart.  While it is undoubtedly important to know what your direct competitors are up to, this is really just one of three forms of competition that companies have to deal with today. Companies know their direct competitors through and through, but usually these organizations are not the source of the most immediate danger. Your direct competitors are just one of three types of competitors to keep an eye on.

    three types of competitors

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  • Why every company should use Pinterest?

    by Steven Van Belleghem on November 27, 2013in the categories content marketing, Marketing 2020, Opinion4 Comments

    Pinterest is popular among women, in particular young women. It’s a dream to use Pinterest if you’re a man. It’s the ultimate free research tool that teaches you all you need to know about women. The answer to ‘what women want’ is finally available and it’s called ‘Pinterest’.

    Since the target group is so clearly defined it’s easy for companies to form an opinion on Pinterest. Every company in the fashion and design industry is in a hurry to discover Pinterest. Women compile a wishlist and influence each other’s consumer behavior. The instant Pinterest adds an e-commerce option to their user interface all bets will be off. Companies from other sectors that are not (stereo)typically feminine will have nothing to do with Pinterest.

    I have a different opinion and my point of view is pretty extreme.

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  • Content marketing is about high quality AND high quantity.

    A few months ago, an article in HBR claimed that ‘marketers are not publishing enough content’ and I must say I agree. All too often we get caught up in a discussion on the importance in content marketing of quantity versus quality.

    In the online world, the answer is simple: it is about both quality AND quantity.
    Content Marketing is about Quantity and Quality

    The current state of your content marketing falls under one of four possible categories:

    1. Non-existing: you don’t have a content marketing approach and as a result you’re in danger of fading from the memory of your market.
    2. Degenerating: you’re risking your reputation by frequently posting low-quality content. This is the fast track to destroying your corporate reputation and credibility.
    3. Untapped potential: this is the case when fantastic content fails to reach its target audience due to the low frequency with which that content is developed.
    4. High impact: this is the case when a lot of high-quality content is produced.

     

     

    The rise of micro-content

    In order to succeed on both a quality and a quantity level, it is important to create large chunks of content in combination with micro-content. Especially micro-content is on the rise. Companies and private individuals use small bits of content in a smart way to boost interaction and the number of views.

    Back in the day we would put out one large piece of content, for instance a 15-minute movie, a 30-page white paper or a virtual product demo. Today, we still need these large chunks but it is also interesting to derive smaller variations from them.

    Imagine, for instance, that you’ve created a 15-minute video. Why not derive two or three 30-second excerpts with key quotes or the catchiest remarks?

    Another example: when you make a large PowerPoint deck, why not create three of four key visuals as well? These can be shared on Flickr or Pinterest, whereas the slides can be posted on SlideShare. In other words, you can create additional micro-content and spread it through various online channels. This approach allows you to communicate with different audiences.

    Your key target group, the people that really love your work, may receive more content from you than in the past but since they like you, that’s not really an issue. Besides, they’re probably glad to hear more from you anyway. What the additional micro-content will do is increase the number of opportunities to communicate with those on the fringes of your target group, which will enable you to reach a larger target audience.

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  • The Future of Customer Service: 3 strong crowd service cases

    Crowdsourcing and consumer collaboration are marketing buzzwords but the whole system is still in its infancy. Most co-creation experiments are really PR campaigns rather than examples of actual consumer involvement. At the university of customer collaboration, the corporate world is just a freshman.

    Outsourcing (part of) your customer service to customers is obviously a drastic evolution. By taking this step, you’re really implying that customers have at least the same amount of product knowledge as the manufacturer.

    The IT world was the first to make tentative strides in crowd service with organically constructed forums where ICT enthusiasts lend each other a helping hand. Today, the technological sector is still the most fertile ground for crowd service.

    To read more about the evolution of customer service, feel free to read my paper ‘From personal, to self to crowd service’.

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