L’image de l’entreprise sur les réseaux sociaux : enjeu nouveau de la GRC ?

Une mauvaise réputation sur les réseaux sociaux peut coûter cher à une entreprise. Par conséquent, il est plus que nécessaire pour une structure d’être au fait de ce que l’on raconte sur elle. Salesforce.com, entreprise pionnière du CRM dans le cloud computing, vient de créer Service Cloud 3 pour relever ce défi.  Cette offre vise à donner aux entreprises et organisations les moyens techniques en vue d’une interaction avec leurs clients sur l’ensemble des réseaux sociaux.

Le mécanisme consiste à détecter toute conversation, sur Twitter, Facebook, sur un blog ou un forum de discussion, portant sur la marque ou le nom de l’entreprise. L’objectif final est de permettre à l’entreprise d’être réactive : une réponse doit être fournie quasi immédiatement, afin d’éviter qu’un message négatif n’enfle et ne fasse boule de neige.

Ce genre de service introduit donc la notion de temps réel dans la relation client. Une notion à prendre avec des pincettes…Ainsi, au Canada, un serveur chez Nespresso a failli perdre son emploi à cause de Twitter. Un client qui attendait son café depuis une demi-heure a posté un message sur Twitter pour faire part de son mécontentement. Un peu plus tard, réussissant à alpaguer le serveur, il parvient à se faire servir. Beau joueur, le serveur lui offre le café, avec des macarons en prime. L’incident aurait pu en rester là, sauf que vingt minutes plus tard, le gérant de l’établissement est venu voir le client indisposé pour lui parler du tweet de mécontentement que le siège de Nespresso lui avait signalé. Quelques minutes plus tard, le serveur fautif est venu à son tour trouver le client pour lui expliquer qu’à cause de ce tweet, il risquait de perdre son travail.

Aux dernières nouvelles, le serveur en question n’est pas au chômage et tout s’est bien terminé. Mais ce café aurait pu rester en travers de la gorge d’un malheureux salarié pas assez zélé.

Alors merci qui ? Merci Twitter…

5 raisons pour lesquelles vous avez intérêt à être présent sur plusieurs réseaux sociaux professionnels

Réseaux sociauxDepuis quelques années, les réseaux sociaux à dominante professionnelle se sont multipliés : Linkedin, Viadeo, 6nergies, Xing, pour ne citer que les plus connus. Être présent sur plusieurs d’entre eux nécessite de mettre à jour son profil sur chacun et de gérer différents réseaux de contacts. Est-ce bien nécessaire ? Cela apparaît comme chronophage, en tout cas.

Pourtant, c’est avant tout une formidable opportunité qui s’offre à l’individu professionnel et vous avez tout intérêt à en profiter, pour 5 raisons principales.

1.Chaque réseau a sa spécificité

Être présent sur plusieurs réseaux vous permet de servir des objectifs différents et de toucher des cibles particulières. Par exemple, Viadeo est historiquement bien placé sur la France et Xing sur l’Allemagne. Si vous avez ou voulez avoir une activité sur ces deux pays, être présent et actif sur les deux sites vous permet de toucher des personnes différentes. Linkedin, lui, est plus anglo-saxon. Quant à 6nergies, on remarque que ses profils sont très bien référencés sur Google. Si vous voulez mettre votre CV en évidence, c’est un site où vous devez être.

2.Soyez créatif dans votre utilisation des réseaux

Puisque plusieurs sites vous sont proposés, utilisez-les de manière différente ! Vous pouvez par exemple décider que l’un de vos réseaux est destiné à vos liens sociaux à forte valeur ajoutée. Vous n’y accepterez que les invitations de personnes que vous avez réellement rencontrées. Mieux, vous n’y inviterez que les contacts avec lesquels vous avez concrètement travaillé. Vous ne pourrez peut-être pas vous targuer de centaines de contacts dans ce réseau, mais vous savez que vous pourrez compter sur vos connexions pour apporter des témoignages sur votre profil ou transmettre vos demandes à leurs propres contacts. Inversement, sur un deuxième réseau, vous pourrez décider d’entrer en contact avec beaucoup plus de personnes : individus dont vous lisez les blogs, dont vous connaissez la réputation en ligne même si vous ne les avez pas physiquement rencontrés, cibles potentielles chez des prospects ou des partenaires pressentis… Ce réseau sera beaucoup plus vaste et vous donnera accès, au 2ème et 3ème degrés, à des dizaines de milliers de personnes potentiellement intéressantes pour votre activité. En revanche, le lien de confiance sera plus ténu, et vous ne devez pas vous attendre au même niveau de coopération. Continue reading

Contenu et lien social : les deux piliers de l’entreprise 2.0

Dans ma chronique de juin sur Envie d’entreprendre, j’étudie les relations entre le contenu et le lien social. Dans leur adoption des démarches et outils “2.0”, quelle dimension les entreprises doivent-elles privilégier ? Quelle place laisser au contenu dans une stratégie de “Facebook d’entreprise” dont je décrivais dans un précédent billet tout l’intérêt ?

Lire la suite

Un réseau social de microblogging qui a tout pour plaire

Je viens de découvrir Poodz grâce à un Twitt de Jean-Luc Raymond. (Traduction : je viens de découvrir une plate-forme de microblogging grâce à un message bref de Jean-Luc.)

Je dois dire que Poodz a tout pour plaire. On peut poster des mini-messages façon Twitter, mais aussi des clips audio ou vidéo. Mais la cerise sur le gâteau est que l’on peut aussi déposer des commentaires audio et vidéo. Si on ajoute à cela une bonne gestion de la vie privée avec la possibilité de poster des messages publics ou réservés à des amis, et la gestion de chaînes (channels), c’est une plate-forme qui est aussi utilisable à des fins professionnelles.

Bravo !



Aidez ce professeur à réunir 1000 réponses à son enquête universitaire sur Facebook

clipped from nguilhau.free.fr

Enquête Facebook dans le cadre de l’UFR IDIST et du laboratoire GERIICO de l’Université Lille 3

Publié le mardi 18 décembre 2007.

Les usages et les attentes des internautes qui utilisent facebook selon leur expérience du site, leur âge, leur sexe et leur catégorie socioprofessionnelle.

Enquête réalisée dans le cadre de l’UFR IDIST de l’Université Lille 3.

Cette enquête est destinée exclusivement à la Recherche Universitaire en Sciences de l’Information et de la Communication (S.I.C) dans le cadre des activités du laboratoire GERIICO de l’Université Lille 3.

Pour nous contacter :

Lionel Barbe : lionel.barbe@univ-lille3.fr, Eric Delcroix : eric.delcroix@univ-lille3.fr

blog it

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