Download - The Best of DMA 2010 in Brazil - Social CRM
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Social CRM
Como Alcançar e Envolver o Consumidor ConectadoParte 1
Marcelo Custodio de Oliveirawww.loyaltymkt.com.br
[email protected]: @mcoliveira
http://br.linkedin.com/in/marcelocustodiodeoliveiraFacebook.com/marcelo.coliveira
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28 MM de usuários
5,8 MM
Fonte: Inside Facebook
21 MM de usuários em 1 ano
9 MM
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Fonte: Inside Facebook
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* Pesquisas realizadas nos Estados Unidos
Comportamento de Compra
81% dos consumidores acessam pelo menos 1 vez por mês as redes sociais
Fontes: Forrester Research e Nielsen
57% dos consumidores on lineabandonam suas compras se não encontram respostas rápidas as
suas questões
81% lêem “reviews” antes de comprar em sites
Fontes de Confiança dos Consumidores:
-Outros Consumidores: 78%-On line Posts: 61%
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Você quer ficar fora disso ?
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Bem-vindoa Era doDiálogo
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Marketing Global no Facebook
Fonte: Palestra - Driving a Global Facebook Marketing Strategy that Works
1) Crie algo único porém com opção de troca de linguagem
2) Crie múltiplas presenças em cada país e crie uma grande
rede conectada
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Uma vez que tenha decidido...
Fonte: Palestra - Driving a Global Facebook Marketing Strategy that Works
• Direcione Ações de Engajamento e Interação
• Escute seus consumidores e aja
• Construa Comunidades
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Fonte: Palestra - Driving a Global Facebook Marketing Strategy that Works
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Fonte: Palestra - Driving a Global Facebook Marketing Strategy that Works
Mantenha a Identidade“Pense Globalmente, Atue Localmente”
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Fonte: Palestra - Driving a Global Facebook Marketing Strategy that Works
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Fonte: Palestra - Driving a Global Facebook Marketing Strategy that Works
Crie ConteúdoInteraja com Frequência
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“Se você entende o que está por detrás doproduto gera credibilidade para a
compra”
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Faça com que as pessoas sintam-se parte do seu grupo. Interaja !
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Em B2B: Atenção se você continua fazendo negócios do mesmo jeito que
sempre fez
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Fonte: Palestra – Making Social Media Part of Your Brand’s DNA
Tragaseus
Clientespara
Comunidades
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• Social CRM traz credibilidade e informação essencial ao consumidor durante o processo de compra e conhecimento da marca.
• Foque em Social Recommendations: encoraje consumidores a falarem sobre suas experiências, dê a eles uma voz.
• Preste atenção em dados como: Sexo, dados demográficos e padrões de participação social
Conselhos para a Era da Social Media:
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•Comportamento humano é baseado em 2 premissas emocionais:
• Evitar a dor e a busca pelo Prazer
•O que nos faz feliz: • Nos sentirmos conectado com os outros• Cuidar dos outros e fazer a diferença• Estar associado com e ter uma boa experiência• Reciprocidade• Equidade e Justiça
Fonte: Palestra – Get Inside The Mind of Customers and Get Lifetime Results, Extraído do livro Neuromarketing– Christophe Morin
Conselhos para a Era da Social Media:
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Social é a regra, não a Exceção !
Conselhos para a Era da Social Media:
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Fonte: Palestra – The Evolving Role of CRM for Brand Marketing
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Fonte: Palestra – The Evolving Role of CRM for Brand Marketing
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Fonte: Palestra – The Evolving Role of CRM for Brand Marketing
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Fonte: Palestra – The Evolving Role of CRM for Brand Marketing
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Faça parte do Grupo:Marketing de Relacionamento Brasil
Este material e a íntegra das palestrasreferenciadas neste, estará disponível no
www.loyaltymkt.com.br