Why Reputation Management Should Be Your Top Marketing Priority
You’ve spent years building your business. You’ve invested time, sweat, and tears. You’ve missed dance recitals and soccer games as you’ve toiled to create it. You finally feel as though you can relax… until the day when the phone calls stop, the new customers vanish, and you can’t understand why. You’re still providing excellent service […]
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 […]
The Consequences of Social Media Silence
Is your inaction in social media killing your brand? Most companies know they have some sort of operational or customer satisfaction skeletons in the closet, and fear a customer that has had a genuinely inadequate experience pointing out those shortcomings to an audience that is far larger than one. But isn’t it possible that those […]
The Wisdom of Social Media X-Rays
Are you actually helping your company via social media? Much of contemporary social media effort and brand reputation management is focused on uncovering the positive. Number of friends. Number of followers. Blog posts. Blog comments. Share of voice. Net promoter score. Brands (and their agencies) are creating reports and smiling when those reports show how […]
David Alston – The Twitter 20 Interview about Social Media Listening
David Alston is a singer. A photographer. The former host of an improv comedy show. He’s also a vastly experienced technology marketer – currently the Vice President of Marketing for the conversation monitoring software company Radian6. He’s also Canadian, so is helpful and kind as a default setting. I first met David at the excellent […]
Brands Must be Social Media Selfish
Are you protecting your social media brand? I was followed on Twitter last night by @trynetflixfree As a long-time Netflix member, I clicked the link to determine whether I should follow back. Much to my surprise, @trynetflixfree is a Netflix affiliate, trying to drive new subscribers via banal appeals on Twitter. I don’t begrudge the […]
BL Ochman – The Twitter 20 Interview about Social Media and Blogging
BL Ochman, author of the What’s Next blog, and a veteran of digital marketing since 1996 and a public relations powerhouse before that, agreed to withstand the crucible of a Twitter 20 interview (20 questions live on Twitter). Here are BL’s thoughts on blogging, email, social media, and getting the job done right online. 1. […]
Video Blog Post – 7 Deadly Sins of Social Media
My first video blog. Apologies for the audio quality. I’ll work on that for next time. Comments most welcomed on this first effort. Thanks as always, j Download the sins as a PDF>>
Jason Falls – The Twitter 20 Interview about Social Media and Public Relations
Featuring Jason Falls, the head of social media at branding agency Doe-Anderson, author of the Social Media Explorer blog, and all-around social media nice guy genius. Jason submitted himself to the rigors of the Twitter 20 interview (20 questions live on Twitter) on November 14, 2008. Excellent questions and comments from viewers throughout, too. Thanks to […]
The Paradox of Social Media Control
As discussed recently in “Why Are We So Scared of Our Customers?” and “Presto, How Social Media Makes Bad News Good” I’m seeing the fear of negativity preventing more companies from embracing social media. The typical social media objection is that if the company has a conversation with consumers in a public forum, the company […]
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 […]
Scott Monty – The Twitter 20 Twinterview about Social Media at Ford
Live from Marketing Profs Digital Mixer Scott Monty, the head of social media for Ford, participated in a Twitter 20 interview on October 23 and answered a wide range of questions about social media at big companies, and his ideas for the future of conversation marketing. Scott and myself and 248 other lucky folks were […]
Why the Murder of Old Media is PR’s Best Chance
Since the advent of the printing press, professional opinions have helped shape our own. From Hearst to Murdoch, from Cronkite to Brokaw. Huge companies that employ thousands of trained journalists have helped us understand what’s good and bad, and whom to embrace or fear. Not for long. This is not a flesh wound. The Internet […]
The 6 Dangerous Fallacies of Social Media
Do you have your copy of Youtility: Why Smart Marketing is About Help not Hype? Visit Amazon or Barnes & Noble to get your copy now! (Amazing Gangsta Chimp image by the talented Matt Cioffi) You may have heard of social media. There’s been a bit of news about it recently. However, a lot of […]
Why Twitter Is the Anchor of the Social Media Team
Because of its simplicity and immediacy, Twitter enables brands to win the 1:1 battle with customers and potential customers in ways that even other social media constructs cannot. The density of Eureka! moments on Twitter is quite high, and if brands use it right, it’s the ultimate weapon for turning lemons into lemonade. Let’s examine […]
The 7 Deadly Sins of Social Media
As part of my panel on social media at the Worldcom PR conference in Montreal recently (see post below), I created these “7 Deadly Sins of Social Media.” Are you willing to admit your sins in the comments? 1. Deafness Actively listening to what’s being said about your brand is at the core of social […]