Social Media: Are you listening to the good stuff too?

Thursday, November 3, 2011

“Oh no. Have you seen what this guy said about us on Twitter?” Words to strike dread into any Marketer. “Stop what you’re doing, we need to fix this. Now” If you monitor social media mentions of your brand, you’ve probably experienced a variation of this scenario yourself. It’s not fun and depending on what’s happened it can be a small inconvenience or a major headache. Like any good social media-aware marketer this is why you monitor and you know how you need to respond. You have a strategy for dealing with negative comments and feedback – that’s great, you definitely need one. But what about your strategy for dealing with positive feedback? Huh? Come again?

Digital talent: riding the wave of change

Sunday, October 2, 2011

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In his post ‘Social Media requires a different perspective on talent – developing a social workforce’, Felix Wetzel referenced a comment from Brian Halligan’s (Hubspot) presentation at Dreamforce: ‘No traditional marketing skills and background are required, instead “hire people who speak digital without an accent. Hire people that blog, have twitter followers and are on G+”’ I’m sure it’s a bold and contentious statement for many, but from where I’m sitting it has merit.

Unfollow the anti-social media policy

Tuesday, July 5, 2011

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It irritates me when I hear Twitter, Facebook et al, blamed for loss of productivity and foot in mouth faux pas by employees. That inevitably leads to the discussion regarding banning the networks from the workplace or the introduction of a lengthy social media policy within the business. Stop blaming the tools – it’s the people using them.

Social Sports: the ball is in your court

Monday, May 2, 2011

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Sport is big business. The competition on the field is nothing compared to the competition off it for fandom, viewership and in this economic climate, the fan’s dollar / pound. Recognising its potential, Sports businesses are looking to social media to help them reinforce and develop their relationships with fans – and of course to broadcast their product in as many different channels as possible. Global brands such as New Jersey Nets, Manchester City and multi-billion dollar entities such as the NFL (3.1 million Facebook fans and counting) are already forging ahead with engagement via social media, including foursquare check-in competitions, Commissioner Q & As and team and player fan pages. Would this work for other, smaller sports? What would this approach bring to leagues and clubs that are fighting to raise awareness and put bums on seats?

The Good, the Bad and the Ugly of Customer Service via Twitter

Wednesday, July 28, 2010

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What’s worse – not providing customer service or providing poor customer service? That’s a question I’ve pondered recently as a consumer, whilst experimenting with utilising Twitter as a means of contacting brands when I’ve needed assistance. It’s been an interesting and varied experience, something we as marketers should consider for our own businesses. You don’t need me to tell you times are changing. With the prolific adoption of social media, companies that are not monitoring brand mentions are missing a huge opportunity to serve their customers or to build / repair their reputations. The conversations about your brand are happening in the social space whether you like it or not. Making like an ostrich and sticking your head in the sand is not going to make it go away.

Social Media Innovation

Friday, October 9, 2009

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Now is the time to innovate, not stick your head in the sand and wait for the storm to pass by. That is the theme of my article on social media innovation in this quarter’s edition of Figaro Digital Magazine. The takeaway thought from the article was that whilst budgets are being cut left, right [...]

Ryanair Cheap Flights and Cheap Service

Tuesday, February 24, 2009

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Oh dear. I guess the folks over at Ryanair, the cheap flights specialist, haven’t been doing much reading on the power of self publishing and social media lately. It’s the only way you could really explain the two-feet-firmly-in-mouth approach to their public relations over the past week. If you’re not familiar with the story, it [...]

What’s the point of Twitter?

Monday, January 5, 2009

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That’s the question that started me down the route of this blog. Prompted by a speaker’s comment at November’s IAB Engage 2008 Conference in London, I scribbled the following note down in my complementary pad… What’s the point of Twitter? I had no idea really. For me, it seemed like another social media fad. Something [...]

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Posts Tagged with "Social Media"