Is today your Domino’s? Social media can both create and solve crises, and the incredibly fluid nature of social conversations requires brands to be on a constant state of readiness. In April, two Domino’s employees created a foolish and disgusting video, and posted it to YouTube, setting off a firestorm of coverage on Twitter. It [...]
4 Ways to Increase Share of Voice
The concept of “listening to the conversation” which is at the core of most social media programs, and is the foundation for many companies that sell listening tools, is really just a pseudonym for tracking content your customers create based on their satisfaction, or dissatisfaction. It’s often described as “share of voice” – the percentage [...]
Amber Naslund – The Twitter 20 Interview on Making Friends and Listening to People
Amber Naslund is like the post-modern, social media version of that girl in high school that everyone loved. The geeks. the stoners. The jocks. The auto-shop dudes. The home economics apron-wearers. The goths. The teachers. Social media is about people and connections, and like Chris Brogan and Gary Vaynerchuk, Amber’s passion for people shines through [...]
Is Social Media Too Fast?
One of the greatest challenges of effective social media outreach is the need to be always on. Speed kills in social media, and that’s a difficult transformation for marketers (and especially agencies). If a consumer tweets something negative about your company, addressing it quickly before it festers and is retweeted everywhere is the best practice. [...]
Optimizing the Impact of Please and Thanks
When was the last time you applauded a company? On a Southwest Airlines flight to Austin for South by Southwest a couple weeks ago, our plane was delayed due to a flat tire. The tire was changed in about 30 minutes, and we were on our way. The flight landed late in Austin of course, [...]
Yoda Was Wrong – Trying Counts
Are you too caught up in getting social media “right?” Yoda said “Do or Do Not. There is No Try.” When it comes to social media at least, the little green guy is full of it. If you accept the fundamental premise that social media’s power lies in its ability to change the nature of [...]
Presto! How Social Media Makes Bad News Good
In corporate conference rooms, a major complaint about social media is that it forces companies to get involved with dissatisfied customers in a public forum. The historic imperative has been to ignore complaints publicly, and deal with them privately via form letters and an occasional telephone call from a customer service representative. The rule of [...]
