#SMDayBel 2015 - Projeto SAC 2.0
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PROJETO SAC 2.0O VALOR DA REPUTAÇÃO E DA TRANSPARÊNCIA
SOCIAL MEDIA DAY BELÉM - 2015
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Frutos- TCC Sac 2.0: A emergência do consumidor na era das redes sociais
- Base para TCCs pelo Brasil
- Cursos e palestras
- Minicurso no Intercom Norte
- Post em blog de Mídias Sociais e entrevista com profissionais da área
- Entrevistas para a revista Wide
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http://goo.gl/Lg2xsw
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A Importância do Atendimento e Relacionamento 2.0
- O objetivo do atendimento é basicamente diminuir o buzz negativo sobre a marca e ‘eliminar’ as reclamações sobre o produto. Foca no pós-venda.
- Já o do relacionamento é criar um entrosamento, mostrando que a empresa está disponível ao consumidor . Trabalha a longo prazo em toda experiência de compra.
Fonte: Livro Guia de Boas Práticas em Gestão do Atendimento e Relacionamento em Redes Sociais (ABA e E.LIFE)
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- O “consumidor social” é um usuário ativo das redes sociais e está disposto a interagir com as marcas que gosta. São pessoas que têm uma presença online forte e influenciam outras com suas ideias.
- Relação duradoura com o consumidor é feita não só com um produto de qualidade, mas com boas experiências, suporte e valores em comum.
Fonte:http://www.slideshare.net/agendor/crm-como-usar-essa-carta-na-manga-para-fechar-mais-vendas-27390834http://www.agendor.com.br/blog/o-futuro-do-crm-tradicional-x-social
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http://www.slideshare.net/alynnecid/monitoramento-sobre-o-incndio-do-lder-cidade-nova
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Incêndio no Shopping Boulevard
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Incêndio no Shopping Boulevard
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Prefeitura de Belém
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Tendências
- Fim do comunicado padrão;
- Posicionamento diante de movimentos sociais;
- Marcas de princípios: mais do que um produto ou status, as marcas tem vida e princípios ético-morais.
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Boas Práticas
•Seja rápido nas respostas às eventuais reclamações e conduza a conversa para o meio privado, se precisar;
•Nunca apague as mensagens, exceto se for spam e tiver claro manual de conduta da rede;
•Não hesite em pedir desculpas se tiver falhado;
•Atente aos influenciadores;
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Boas Práticas
•Seja transparente;
•Mantenha o diálogo;
•Agradeça os elogios e sugestões;
•Construa e cuide de sua reputação.