tag:blogger.com,1999:blog-8317871407103000722024-08-29T05:35:45.969+03:00This blog tells the story of my Social CRM experiment with If Vahinkovakuutus. If is a Finnish Insurance company. In Feb 2012 I was stranded in Turkey when Malev went bankrupt. I made a call to If vakuutus on their emergency number. I was informed that i was covered and to make a claim when i got home. I made the claim and If vahinkovakuutus did not pay. This blog tells the story of engagement via If vahinkovakuutus 's own social media and asks, has the customer become empowered by SCRM?Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.comBlogger51125tag:blogger.com,1999:blog-831787140710300072.post-91596540329153447352012-04-30T03:44:00.000+03:002012-04-30T03:44:44.883+03:00

So to finish the story then. If Vahinkovakuutus did finally give me the recording and based upon my girlfriends wishes not to publish it, i decided not to. The whole incident upset her quite a lot. So as not to make her feel worse i will leave it here. However the basic content of the message was as remembered and described earlier in the blog. If Vahinkovakuutus certainly implied that we

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-72494424783180467002012-03-06T11:21:00.001+02:002012-03-06T11:22:22.526+02:00

It is with very mixed feelings that i have reopened the dialogue with If vahinkovakuutus. If you have read my previous conclusions from my first attempt to engage them you will understand why. In my opinion If vahinkovakuutus have publically shown themselves to be very untrustworthy, unethical and entirely non customer orientated. In any case as If vahinkovakuutus have still not given me the

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com1Helsinki, Suomi60.169845 24.938550860.1619465 24.918809800000002 60.177743500000005 24.9582918tag:blogger.com,1999:blog-831787140710300072.post-8257015847066980322012-03-05T13:02:00.001+02:002012-03-05T15:26:23.586+02:00

Once you have decided that you wish to engage a company in a dialogue via social media, the first thing to do is to think a little about your strategy. If you do this you will dramatically increase your chances of being succesful. Formulate your Argument You must have a clear concise reason for engaging the company in question. You must be able to communicate this in a very short concise way

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0Helsinki, Suomi60.169845 24.938550860.1619465 24.918809800000002 60.177743500000005 24.9582918tag:blogger.com,1999:blog-831787140710300072.post-38168310888806726462012-03-02T16:12:00.000+02:002012-03-02T16:17:46.066+02:00

The purpose of this framework is to guide individuals who wish to engage companies in a dialogue related to a particular conflict or service request. Usually this framework will be employed after conventional channels and dialogue has failed or broken down. This is due to the additional effort required by the customer to implement this framework over and above that required by the

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0Helsinki, Suomi60.169845 24.938550860.1619465 24.918809800000002 60.177743500000005 24.9582918tag:blogger.com,1999:blog-831787140710300072.post-7621467889104487022012-03-01T16:08:00.001+02:002012-03-06T11:23:47.999+02:00

I am slightly cutting with tradition here and skipping the analysis and jumping straight to the conclusion. I will add stats and analysis later along with my Social CRM Customer orientated Engagement Framework (i may need to come up with a shorter name). I will base this upon what i have learnt in this experiment and with an eye to enabling other customers out there to learn from my mistakes

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0Helsinki, Suomi60.169845 24.938550860.1619465 24.918809800000002 60.177743500000005 24.9582918tag:blogger.com,1999:blog-831787140710300072.post-19584037946302425582012-03-01T11:09:00.000+02:002012-03-01T18:35:38.292+02:00

Discussion held on If's Facebook Page So that future and new visitors to this blog can get a quick overview of the story and the dialogue that took place between If Vahinkovakuutusyhtiö in Finland and myself i have decided to write a summary of the discussion. Just the highlights. This will also act as a sitemap of sorts and let you easily navigate to posts that you may want to read more about.

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com1tag:blogger.com,1999:blog-831787140710300072.post-23935672455870156902012-02-29T12:57:00.000+02:002012-02-29T12:59:26.276+02:00

If Vahinkovakutus will even try and rip you off when you leave. You cannot trust If at all Nice story relating to cancelling your matkavakuutus. Thanks again If Vahinkovakuutus. A nice touch to end my pain with you as a service provider. View the feed on facebook If Vahinkovakuutus charge you 30 euros to cancel your Travel Insurance with them even though you have had it for years. Nice

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0Helsinki, Suomi60.169845 24.938550860.154049 24.899068800000002 60.185641000000004 24.9780328tag:blogger.com,1999:blog-831787140710300072.post-37741268029551527902012-02-29T11:27:00.002+02:002012-02-29T12:30:03.955+02:00

Well as i just posted, If Vahinkovakuutus have given their last response to me. This is my final response to them on this subject. Pretty self explanatory so i won't comment any more but just leave it like this. View the thread on Facebook.

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0Helsinki, Suomi60.169845 24.938550860.1619465 24.918809800000002 60.177743500000005 24.9582918tag:blogger.com,1999:blog-831787140710300072.post-30872059078672733302012-02-29T11:11:00.001+02:002012-02-29T12:30:27.416+02:00

Well this is it. It seems that If vahinkovakuutus have lived up to my previous experiences of Finnish customer service. If are not going to do anything. If Vahinkovakuutus have not agreed to change their terms and conditions so that if they supply wrong or misleading information to a customer that they will take responsibility for this. If Vahinkovakuutus have not agreed to publish&

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0Helsinki, Suomi60.169845 24.938550860.1619465 24.918809800000002 60.177743500000005 24.9582918tag:blogger.com,1999:blog-831787140710300072.post-64969145525575905322012-02-28T17:16:00.001+02:002012-02-28T17:19:25.782+02:00

If Vahinkovakuutus Refuse to Give me Straight Answers Well it has been another increasingly frustrating day. Yesterday i posted a request to If vahinkovakuutus to just answer my questions directly. I am tired of fighting with them. I have clearly outlined my argument and so have they. As such i posted some clear questions for them to answer. Well their response to this was something a

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-17775707690631790292012-02-28T14:29:00.002+02:002012-02-28T14:36:12.686+02:00

How is this for nice customer service and PR. In terms of social engagement If vahinkovakuutus have again failed. This time it is not If Finland who are necessarily at fault. I have been blocked from using the other If regional facebook groups. As i mentioned in a previous post i have been using If vahinkovakuutus's own social media as a piggybacking strategy and tool against them. This

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com1tag:blogger.com,1999:blog-831787140710300072.post-71093176876699579662012-02-28T11:45:00.000+02:002012-02-28T11:48:45.514+02:00

Well yesterday i posted my questions to If vahinkovakutus. See Post Well they answered and i am sooo bloody annoyed by them it is like they were damned politicians. What kind of response is this!!! I am very quickly getting very tired of If. There is no reasoning with them . I HATE INSURANCE COMPANIES!!!!!! Yesterday i decided that i wanted to end this as i am just so tired of

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-46337680034947956232012-02-28T11:29:00.000+02:002012-02-28T11:48:16.283+02:00

Well today i noticed for the first time that there seems to be a new pattern emerging of people publishing their success stories onto If vahinkovakuutus's wall. This has happenned a few times now but it seems to have increased in response to my actions. Well this may mean that i have alienated my audience to the point where they themselves want to actively defend If vahinkovakuutus. Or if have

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-22428167149984993212012-02-28T10:06:00.000+02:002012-02-28T10:40:05.452+02:00

So finally as promised a post about SEO for Blogs. Well firstly why is SEO important for not only my blog but your blog. SEO means search engine optimisation and basically means that you optimise your blog so that, among other things your blog will appear higher in search results for search engines such as google, yahoo and bing. However this is not the whole story, as i mentioned in my

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com3tag:blogger.com,1999:blog-831787140710300072.post-34229587730186280192012-02-27T11:29:00.004+02:002012-02-27T15:33:27.799+02:00

As part of this story i first attempted to engage If vakuutus through Twitter. I discovered that If vahinkovakuutus had no twits and only a few followers and did not follow anyone except their Norwegian counterparts. You can read more about If' Vahinkovakuutus's social media performance via the blog Post If Vahinkovakutus Social Marketing vs If Sweden Social Marketing. In any case i decided to

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com3tag:blogger.com,1999:blog-831787140710300072.post-68163397893785389892012-02-27T10:29:00.001+02:002012-02-27T11:38:43.054+02:00

As i mentioned in my previous post i have strated to think that my own ROI is getting a little bit out of hand with this project. As such i have moved away from the original facebook thread and have started another as a summary of that thread. In short i summarised the argument by cutting and pasting the relevant parts of the thread into a more coherrent conversation. All parts of the image

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-9541182659929646072012-02-27T09:30:00.000+02:002012-02-28T17:30:01.506+02:00

Hi there faithful followers, sorry i have not been so active over the weekend. Let me explain, When i started this endeavour i thought that if i could attract a lot of traffic to my blog i would be able to put alot of pressure onto If Vahinkovakuutus to conform to my wishes and agree to my terms. I have been pretty happy with the amount of traffic i had generated regarding this

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-17428060311111918882012-02-25T10:00:00.001+02:002012-02-29T12:28:42.027+02:00

When we think of most companies they sell physical products and when i think back to my school day Geography classes something that we were drilled with then were the three main industry types, Primary (mining in particular), Secondary (manufacturing), Tertiary (Selling consumer products and the service industry). Well for most of us as consuners we only ever have contact with the tertiary

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com1tag:blogger.com,1999:blog-831787140710300072.post-72729379584696571592012-02-25T09:08:00.000+02:002012-02-29T12:29:47.490+02:00

Well If Vahinkovakuutus have replied again and i think this time it seems even clearer to me that If vahinkovakuutus do not really understand the purpose of social media other than THEIR OWN marketing channel. Sorry Facebook is a forum and you cannot control it. It is not your website where you can control it. You may have initiated the conversation but you are just a contributor!

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0Helsinki, Suomi60.169845 24.938550860.1619465 24.918809800000002 60.177743500000005 24.9582918tag:blogger.com,1999:blog-831787140710300072.post-15384219782369981042012-02-25T08:41:00.001+02:002012-02-25T08:43:00.279+02:00

Well End of Day 7 and sorry for not posting this last night as i had a cray day yesterday and the blog had to take a back seat so that i could actually spend some time with my girlfriend. So the main thing today has to definitely be that after two days away If vainkovakuutus have re-engaged me. I wonder why this is. Did they realise i would not just go away? Where they thinking about what to

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-91246108849782803102012-02-24T14:54:00.002+02:002012-02-24T15:58:13.043+02:00

Some of you may have noticed that i have this morning added advertisements to the blog. As a first impression you will probably think i am trying to profit from this endeavour and social media experiment. Although i must admit that would be nice, we all dream of being millionaires ;-) Unfortunately I don't think it is going to happen. Just to be clear profiting from

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-79482055368015036682012-02-24T13:24:00.004+02:002012-02-24T15:59:47.344+02:00

Well thank you If vakuutus. I had almost given up on you. After two days since their last response i have had a new response from them. I do not know really why they have chosen to re-engage me, you would have to ask them, but i am grateful as it means i can still believe in them. I have been a little critical of their approach in my blog and i have also adopted a strategy of

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-1285078607437121562012-02-23T23:17:00.004+02:002012-02-24T16:00:12.872+02:00

Well as i posted earlier today the main news has been that IF vakuutus seem to have stopped communicating and engaging me. They still have not answered my requests and it is still sitting on their facebook wall. If Vakuutus's Wall Comment Read the full thread Today i wrote about this as IF vakuutus's lost opportunity. This was based upon what i wrote as IF vakuutus's opportunity in the first

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-64400019115436460762012-02-23T15:14:00.005+02:002012-02-24T16:00:33.249+02:00

In this experiment i have discovered that the best way to get reliable traffic volumes to my blog has been through two main channels. Gaining regular twitter followers who regularly visit the blog as well as promoting it. Piggybacking on If' vakuutus's own social media. By placing my story directly onto If vakuutus's facebook wall i have managed to get a lot of traffic of theirs to visit my blog

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0tag:blogger.com,1999:blog-831787140710300072.post-53703627151377830822012-02-23T14:06:00.009+02:002012-08-10T14:11:50.669+03:00

One thing about the Finns is their love hate relationship with Sweden. For a long period of it's history Finland was ruled by Sweden and of course this explains alot. Like England and Germany's relationship this is usually most apparent on the sports field and being Scandanavia most importantly on the ice hockey rink. To summarise that relationship so far. World Champiosnships &

Anonymoushttp://www.blogger.com/profile/18413750451380784871noreply@blogger.com0