1 / 6

Zilveren Kruis Diabetes Community: Empowering Conversations

Join the Zilveren Kruis Diabetes Community for engaging discussions, research projects, and events on diabetes-related topics. Transforming the user experience to prioritize customer input and create a supportive community.

rcoco
Download Presentation

Zilveren Kruis Diabetes Community: Empowering Conversations

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Onderstaande balk s.v.p. nietverwijderen Lithy 2018 entry. Category: B2C Community Innovation The Zilveren Kruis Diabetes Community “becoming part of your customers’ Community”

  2. Onderstaande balk s.v.p. niet verwijderen How theconversationstarted It all started when community member Diadino 24 approached us about a certain glucose monitoring system: the Freestyle Libre. His question: can I get a reimbursement? Soon after this, one potential user after another became active within this topics. The potential was clear and we started building a coalition to investigate the possibilities: researchers, policy makers, customers and ourselves got together on- and offline. Spin-off conversations got going and we launched a two research project on the terms we co-created with the diabetes community. Link 1 2 3 4 Link Link

  3. Onderstaande balk s.v.p. niet verwijderen Transformingthe user-experience • Engaging frequently with diabetes patients and other customers on our platform and Social Media we realized the connection they have with each other based on the their shared characteristics is much stronger than the connection they have with us. • On the other side, they do see us as an entity bringing valuable input and power into their conversation. So we decide to turn things around. • Instead of asking customers to talk with us about our brand and products we decide to ask them if we could join their conversation by facilitating it on our platform. • We developed a strategy focusing on two main points: • redesigning the user-experience of the platform to say: ‘you’re at the right place, this is about you!’ -> see the images and follow the hyperlinks on this page. • and an engagement strategy bent on talking about the things they want to talk about.-> see the next slide. The new diabetes themedpage A new homepage

  4. Onderstaande balk s.v.p. niet verwijderen And engaging on what they want to talk about The conversation once again continued online and in the meantime we even got invited to a national television show to talk about the progress regarding the Freestyle Libre research We visited a Diabetes Fair and asked people about their primary concerns. We made a video about it and posted it on our FB channel to engage digitally as well Based on the input we received we organised a livestream with several interesting guests and Community member Diadino24. How in the meantime also has become a official member of our company’s customer review board. VideoLivestreamForum topics

  5. Onderstaande balk s.v.p. niet verwijderen Resulting in organizing an event about nutrition and lifestyle for diabetes patients that involved professors (Dr. Hanno Pijl), customers, client associations and policy makers last April. Link.

  6. Onderstaande balk s.v.p. niet verwijderen Lessons learned and next steps Key facts and figures • A strong link with the organization is essential. • Measuring is knowing! Defining a clear plan to measure the results beforehand is highly recommended . • The (stakeholder)group needs a clear goal. The community needs to display which purpose it has and what the community members could expect of it. • Ownershipand responsibility over the groups that you are facilitatingare needed. Each group should be owned by 1 community manager. • 59 topics with a total of almost 2000 replies • One topic (on the Freestyle Libre) with almost 1500 replies • An average of 40.000 views per topic with the Freestyle Topic having 150.000 views • 4 valuable ideas of which 2 have been implemented and 5 blogs • Highest page view per unique visitors on our community • 3 of our 5 most active users are part of the diabetes group-page Customer feedback • By organizing real events for the diabetes community group, the image of ‘Zilveren Kruis’ became more positive. • Real life events are helping to show that your organization is willing to listen to the customers. And community members think that you are taking their opinions more serious. • Community members are more willing to talk on the community after live events. • 40% of the visitors of the event said it far exceeded their expectation of our company and 90% said the felt heard by Zilveren Kruis and would definitely visit another event.

More Related