palestra sobre redes sociais - @alobradesco
TRANSCRIPT
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MENOS GRAFITE, MAIS DIAMANTECase @AloBradesco
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@AloBradesco @marcelosalgado
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@AloBradesco @marcelosalgado
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#boralá@AloBradesco @marcelosalgado
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#comofas?
@AloBradesco @marcelosalgado
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#twitternãoéSAC@AloBradesco @marcelosalgado
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#interação
@AloBradesco @marcelosalgado
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CAÇAR
JUNTO
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CRER
JUNTO
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LUTAR
JUNTO
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BRINCAR
JUNTO
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ERA DA
EXPOSIÇÃO
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#comofas?
Sac 2.0 @AloBradesco @marcelosalgado
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1. Pré
Inserir-se na rede, se não estiver;
Entender o foco e a linguagem de cada mídia social (ou
procurar quem entenda);
Procurar cases de sucesso e insucesso. E aprender com eles.
Sac 2.0 @AloBradesco @marcelosalgado
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2. Planejamento
Definir os fluxos internos de tratamento e SLA’s;
Definir ferramenta(s) e métricas;
Definir estrutura física e hierarquia;
Definir o Facilitador, alguém que participe de redes e as
conheça.
Sac 2.0 @AloBradesco @marcelosalgado
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3. Execução
Monitorar on line;
Analisar on line;
Interagir on line – O usuário não quer resposta em três dias;
Responder rápido o que é rápido e cobrar o que precisa de
tratamento aprofundado;
Atender 24 x 7;
Criar banco de dados.
Sac 2.0 @AloBradesco @marcelosalgado
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4. Pós
Revisar processos constantemente;
Mapear pontos de melhoria e alimentar gestores;
Estar atento a tendências;
Antecipar-se ao aumento de volume e propor expansões.
Sac 2.0 @AloBradesco @marcelosalgado
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#diretrizes
Liberdade de criação da equipe;
Acesso irrestrito às mídias sociais (incentivar);
Transparência;
Informalidade, com cuidado;
Respeitar espaço do usuário;
Não fazer guerrilha.
Sac 2.0 @AloBradesco @marcelosalgado
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#teoriadasredes
Sac 2.0 @AloBradesco @marcelosalgado
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#obesidade
@AloBradesco @marcelosalgado
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#felicidade
@AloBradesco @marcelosalgado
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#conexão
@AloBradesco @marcelosalgado
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#bonsencontros
@AloBradesco @marcelosalgado
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MENOS GRINGOTES
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MAIS DUCKTALES
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#todosfala@AloBradesco @marcelosalgado
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