What Southwest did right and wrong during their massive outage and subsequent social media crisis, with letter grades from Jay Baer.
What Southwest did right and wrong during their massive computer outage and subsequent social media crisis. 6 lessons and letter grades for each, from Jay Baer.
On Monday, April 15, 2013, the eyes of the world turned to Boston as tragedy struck the Boston Marathon. As the city turned to social media sites for information and to check in on friends, brands were faced with an important decision – what to do. While many companies posted heartfelt responses on their social […]
The marketing and admissions departments at colleges and universities have the amazing opportunity of using social media to reach their students because it’s the internet generation that’s applying and attending their institutions. Research has shown, however, that while 99% of use email as part of their emergency notification system, only 56% actually have a social […]
This is probably the most important blog post you’ll never need. Drawn from a section of my book The NOW Revolution, I gave this presentation about social media crisis recovery recently as part of the Social Media Success Summit 2012. 8 Steps to Manage a Social Media Crisis from Jay Baer One of the keys […]
Guest post by Chris Book, CEO and co-founder of ChatterPlug, a live customer engagement and analytics platform. Nobody likes being told something negative about themselves. It stings, and as a business owner or manager, you immediately start kicking yourself for the missed opportunity. The key to surviving, however, is to embrace these negative comments for […]
Guest post by Laura Hall, Managing Partner at PainePR. She leads the agency’s social media group, and has more than 20 years experience in consumer, technology, B2B and social media marketing. As the world continues to watch the devastation caused by the BP oil spill, it shines the light much brighter on the impact that […]
Now, marketing is the center of American business. Why? because through social media, customers are praising and criticizing companies in public in a way that requires marketing to triage and respond. Three years ago, if Kevin Smith would have been kicked off a Southwest flight for being too fat, he would have yelled at the gate […]
Social media doesn’t close at 5pm. Or take weekends off. Or go on vacation. I’ve been watching today’s very successful Labor Day-only Chick-Fil-A promotion. If you wear any sort of sports team shirt or hat to a Chick-Fil-A today, you get a free sandwich, driving awareness of the company’s Chicken Wave fan group and contest. […]
Do you have control issues? Even now, with social media being hotter than the brow of a teppanyaki chef, companies of all sizes and descriptions are still using “loss of control” as a reason to not get involved. Sure, there’s a possibility that your brand will have to use your social media crisis plan eventually. […]
I’ll admit it. I fish on Twitter. Sometimes, I’ll talk about a brand just to see if they’re listening. Too often, they’re not. Or, maybe they’re listening, but not responding. Some companies seem to have a policy of responding to positive comments, but not responding to negative comments. I think this falls into the “we […]