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How to avoid the #SocialFAIL

If you were on Twitter this weekend, you’ll likely have seen a couple of brands receiving considerable attention for tweets posted by their official accounts. Whilst management at Tesco Mobile may well be grinning today, the mood will likely be

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Posted in Social Media

Digital Marketers: A Call To Advocacy

You’ve seen it before, the head-shaker. The comment left in social media that makes you roll your eyes and mutter “FFS!” under your breath.

It’s usually either blatantly wrong, unfair or just plain moronic. Either way, there just isn’t anything you can do about it.

As a representative of the brand you know you can’t retaliate, you can’t appear defensive and you can’t tell them where to stick their custom if they’re not happy with your perfectly reasonable offering. It won’t reflect well on your brand and you have no desire to be lampooned as the next brand #socialFAIL.

So you bite your tongue, cast a few colourful expletives into the wind and try to move on.

But it doesn’t have to be like that. There is another way.

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Posted in Social Media

3 principles of realtime interaction in an Always On culture

It’s remarkable how quickly the Always On culture has established. It’s insinuated itself within our lives to the point people often remark they cannot remember what they did or how they coped before it. Social and Mobile are, of course, at the heart of its meteoric rise. The adoption of both as ‘must-haves’ in our lives has changed the way we, as individuals, behave.

As a consequence it has also changed our expectations. Urgency and immediacy are the expected norm. Like much in modern life we want things now. The big difference is that the new channels have given the consumer a voice. The relationship between brands and people has changed. The message – controlled by the brand – has now become a conversation, with the individual exerting more influence than perhaps is comfortable for brands. Brands need the individual. They must work together in collaboration. And that’s not the future, that’s now.

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Posted in Business Performance, Customer Experience, Mobile, Product Development, Social Media

Smile! You’re Feeding the Facebook Machine

Yesterday Instagram revealed that as of January 16th, it will have the perpetual right to sell users’ photographs without payment or notification.

This disturbs me.

I’ve been a fan of Instagram for a long time, though not a prolific user. I admire their journey, how they built this incredibly popular tool and network with just a handful of staff.

The day they sold to Facebook, I had mixed feelings. On one hand, the founders got their big payday, the pay-off for all the hard work they put in. Can’t blame them. On the other hand, I had a sense of dread that Facebook were about to royally fuck it up.

Guess what? I think that just happened.

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Posted in Business Performance, Customer Experience, Social Media

Are you a Facebook Fanatic?

It has been suggested to me on more than one occasion that I may be spending far too much time in social media. And they may have a point. I have five accounts on Twitter, two on Facebook, plus underused pages on Google+, LinkedIn, Instagram, Foursquare and Quora. I’ve at least kept away from Pinterest.

Whilst I do have quieter times, I just can’t help coming back. I blame my iPhone for that.

Thankfully, I’m not alone.

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Posted in Social Media

Hey!

Of all the places you could've ended up, you've arrived here. Might as well stay a while. Grab a coffee and have a read. And if you like it, give it a little share on your favourite social channel. My self esteem will appreciate it.

If you any questions or want just want to say hi, pick a social network or drop me a message here.

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