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Community management

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Quelques principes à respecter pour les Community Manager

Published in: Business
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Community management

  1. 1. DKOOP SPRLEmarketing Conseils Formations Stratégie Analyse COMMUNITY MANAGEMENT http://dkoop.be http://facebook.com/dkoop.be
  2. 2. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes _2_ Interne Externe Type de Outsourcing Adaptation Affectif marché de ou pas aux reste l’entité du CM ? tendances important
  3. 3. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes _2_ Interne Externe Business Consumer Government Business B2B B2C Consumer C2CGovernment G2B G2C
  4. 4. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes _2_ Interne Externe Ligne éditoriale selon : Plateforme Cible G ou B Objectifs
  5. 5. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes _2_ Interne Externe Interne Valeurs Personnes 2010 Identifie les besoins http://fr.locita.com/digital/community-management-la-mesure-de-lefficacite-reste-une-tache-difficile-a-apprehender-etude-88-11632/
  6. 6. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes _2_ Interne Externe Externe Expérience Recul Peut Etre 2010 choisi selon la cible http://fr.locita.com/digital/community-management-la-mesure-de-lefficacite-reste-une-tache-difficile-a-apprehender-etude-88-11632/
  7. 7. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes _2_ Interne Externe La réactivité est essentielle : VEILLE + OUTILS PRESENCE
  8. 8. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes _2_ Interne Externe Pourquoi les clients sont-ils infidèles ?
  9. 9. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes _2_ Interne Externe 3% 1 4% 5% 9% 1%
  10. 10. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes _2_ Interne Externe 68 %
  11. 11. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes ANIMER REPONDRE INCITER MODERER
  12. 12. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes ANIMER REPONDRE INCITER MODERER Newsjacking : Venez greffer votre marque sur les BUZZ du moment
  13. 13. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes ANIMER REPONDRE INCITER MODERER Organiser des concours ... avec prudence
  14. 14. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes ANIMER REPONDRE INCITER MODERER
  15. 15. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes ANIMER REPONDRE INCITER MODERER
  16. 16. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes ANIMER REPONDRE INCITER MODERER Répondez .. Ce sont des occasions de créer du lien http://vansnick.net/facebook-les-marques-repondent-a-55-des-messages/
  17. 17. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes ANIMER REPONDRE INCITER MODERER Source : http://www.slideshare.net/tomlaigle/faire-vivre-et-animer-une-communaut-en-ligne-1784389
  18. 18. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes ANIMER REPONDRE INCITER MODERER Effet Streisand
  19. 19. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes EVA : TANGUY : Community Community Manager manager virtuelle réel http://www.mycommunitymanager.fr/community-management-pour-ou-contre-lutilisation-des-personas/
  20. 20. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Quels liens pourraient- ils se créer avec un Avatar ? AUCUN http://www.mycommunitymanager.fr/community-management-pour-ou-contre-lutilisation-des-personas/
  21. 21. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Personnalité : L’unique, authentique âme de votre marque susceptible de passionner les gens. Rohit Bhargava
  22. 22. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes
  23. 23. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Influencer Gagner Suscitez votre la les audience sympathie dialogues
  24. 24. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes « Si vous voulez faire naître des rancunes qui brûleront pendant des lustres et persisteront peut- être jusqu’à la mort, adressez à ceux qui vous entourent quelques cinglantes critiques. » Dale Carnegie
  25. 25. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Récompenser Critiquer
  26. 26. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Complimentez ... Sincèrement
  27. 27. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Le mobile le plus puissant de la nature humaine est d’être IMPORTANT John Deway
  28. 28. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Maslow : Estime de soi Appartenance
  29. 29. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Le secret du succès, c’est la faculté de se mettre à la place de l’autre et de considérer les choses de son point de vue autant que du nôtre. Henry Ford
  30. 30. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Lancez des défis: Stimulez la compétition, non par l’appât du gain, mais par une émotion plus noble, le désir de mieux faire, de surpasser les autres et de se surpasser
  31. 31. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Intéressez-vous aux autres !! (réellement)
  32. 32. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Encouragez les gens à ... parler d’eux
  33. 33. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Montrez via vos interventions que vous êtes souriant
  34. 34. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Avoir raison vis à vis d’un client, n’est-ce pas risquer de le perdre ?
  35. 35. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Soyez maître de vos nerfs
  36. 36. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Evitez les rapports de force
  37. 37. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Sachez écouter votre communauté
  38. 38. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Osez gérer les questions qui vous embarrasse !
  39. 39. COMMUNITY MANAGEMENT Contexte Rôles ? Qui ? Principes Cherchez des compromis http://vansnick.net/reseaux-sociaux-un-livre-de-1936-sur-le-community-management/
  40. 40. DKOOP SPRLEmarketing Conseils Formations Stratégie MERCI http://dkoop.be http://facebook.com/dkoop.be

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