When I consider the corporate role in social media, I often think of customer service. Sure, social media is a great tool for marketing and forging engagement between a brand and consumers. The beauty of social media, however, is how it allows companies to connect with and react to disgruntled consumers.A week ago, I read an article that analyzed the worst response times to consumer complaints via social media. Many brand pages were cited for their failure to, or delayed response to consumer dissatisfaction. Even worse, some brands were flagged for committing the cardinal sin in social media: deleting and disregarding customer dissatisfaction.
On Thursday, November 3, Pete Snyder, CEO and Founder of New Media Strategies, the world's first and largest social media marketing agency, rang the Opening Bell at the NYSE. The following day, NMS hosted a full day of conversation on achieving success in social media marketing at the New York Stock Exchange.
It’s interesting to think that in today’s day and age one of the main methods for dealing with problems comes from a technology that didn’t even exist 15 years ago. Twitter, Facebook, blogs, and email have become the go-to places when one has a problem. Whether its a personal or professional issue, the internet is full of ways to help us deal with them.
For those at the Politics Online Conference this afternoon, there's one session you shouldn’t miss — Pete Snyder, my boss at New Media Strategies and a veteran of more than ten years in the social media space, will hold the closing keynote conversation with Republican advertising guru Mark McKinnon, moderated by GW prof Dennis Johnson.
As Virginia turns to the general election, the articles about Democratic candiate Creigh Deeds and Republican Bob McDonnell will be both important resources as well as the locus of battles to establish narratives about each candidate. Indeed, both articles are the top non-official sites listed in Google searches for each candidate’s name. Which one is better?
There was an interesting story from the San Jose Mercury News yesterday about Ryan Coonerty, a moderately controversial mayor of Santa Cruz, California who has a much-contested Wikipedia article: "Young, highly educated and very popular with voters, or a politician who plies his trade by cashing in on resentment toward the homeless in Santa Cruz. If you get your information online, your view of Councilman Ryan Coonerty may depend on who last edited his Wikipedia page."
When faced with a crisis, especially in the political world, gut instinct can tell those in the firing line to hunker down and shut up. But if you genuinely think you've got an explanation or exonerating details to offer and you're getting hammered by the media (or are about to be), consider a large-scale drive to communicate.
Alexander Ovechkin might be the best hockey player in the world, but learning to use Twitter was a challenge for the face of the Washington Capitals.