Should you ignore negative tweets? If not, what should you do? It’s a question which keeps coming up as marketers and companies get more and more involved in social media. Among most social media evangelists and analysts (I don’t like the term “expert”), the consensus appears to be that a negative comment is an opportunity for you to shine via social media channels such as Twitter.
Companies can’t simply use new technology to prop up the status quo – they have to change the way they think and operate – it’s no longer business as usual.
When the passion and commitment of your social media front line people is not reflected in your processes and not shared by your customer service reps or even supported by your corporate culture or values, you are shooting yourself in the head.
Customer Experience, even with all of the corporate and media attention its gotten the past decade, is still sort of a mystery. Many companies either bucket the discipline into some form of Customer Service or Marketing, thus limiting the group’s ability to reach across the organization. Other companies allow Customer Experience to live in silos [...]
There are many reasons why businesses fail incorporating social media. From corporate culture to overemphasizing message and medium to ignoring the listening priority to short-term tactics. One of the reasons is obviously also a lack of strategy and planning which clearly came forward in a report by Digital Brand Expressions.
People have less time and less patience. It is one of the consequences of the real-time economy and even a social phenomenon. Speed and real-time interactions and services have become an asset to companies that wish to score with the “Generation Now. And this generation is more than a song.
Interact and join
Browse Categories
Social Marketing Forum:
Designed by
Copyright © 2012 Social Marketing Forum:. All rights reserved.
Contact us via email
Connect on Twitter
Talk to us on Facebook
Ask & share in the community
