Is your company equiped to handle a social media crisis?

Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral.

Are you 100% confident you can handle it?

If not, I have the perfect program for you…a live web  event  (October 5th) “Social Customer Service” designed to position companies to use social media for customer service engagement. Simply click this link to see what it’s all about.

http://tinyurl.com/3gc7v3j  

Related articles

How to Manage Your Online Reputation and Why You Must: A lesson from Motrin

Corporate Social Media Crisis: 4 Ways to Fight Back

You have to be in social media to use social media for customer service

How Comcast Got Social Media Right

Comcast has been slammed in social media with viral videos, unflattering tweets and hard-hitting blog posts. But the company fought back and is now the pinnacle of “social customer service.”

Recently, I moderated a social media panel for the Society of Consumer Affairs Professionals and I was honored to have a member of the Comcast Social Media Team on the panel. I, along with my audience, was blown away with the effectiveness of the Comcast social media strategy. From my insightful panel discussion, here’s how Comcast is getting social media right.

Comcast has “Digital Detectives” who scour social media for consumer comments and complaints.

Comcast has made social media monitoring a full-time job. Digital Detectives don’t limit themselves to Twitter. They monitor blogs, forums, FaceBook, Yahoo Comments and more. The objective is to go where customers are, listen, and to make things right for customers.

Comcast Actively Engages Customers

When a Comcast Digital Detective picks up a gripe, comment or compliment, they immediately reach out to the customer. It’s common to see “Anything I can help with?” on the Comcast Twitter timeline. This engaging opening lets customers know Comcast is listening and willing to help.

Comcast doesn’t simply redirect customers to their website like most companies in social media. They handle and resolve issues right in social media.

It’s very common to see a tweet from a company on Twitter that simply asks consumers to “Please contact our Customer Care Department at 800-xxx-xxxx for help on this.” This offers no real help for consumers. Comcast Digital Detectives, on the other hand, roll up their sleeves and get to the business of resolving the issues. Here is just one example of how Comcast gets right on the problem.

Today Comcast is one of the most respected and benchmarked companies when it comes to social customer service. Go where your customers are, listen, and jump in to help. When you do, you’ll engage customers, build loyalty and protect your online reputation.

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Guy Kawasaki on social media and customer service

Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral.

Are you 100% confident you can handle it?

If not, I have the perfect program for you. Simply click this link to see what it’s all about.

http://tinyurl.com/3hzakyl 

Related articles

How to Manage Your Online Reputation and Why You Must: A lesson from Motrin

Corporate Social Media Crisis: 4 Ways to Fight Back

You have to be in social media to use social media for customer service

You have to be in social media to use social media for customer service

I love to see companies use social media to answer customer questions and deal with complaints. But companies can’t just setup a Twitter account or a FaceBook page and pop in every few days and read posts. If you don’t plan to or cannot manage your business social media communities 7 days a week, you’re not ready for social media as a tool for customer service. Case in point…

Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral.

Are you 100% confident you can handle it?

If not, I have the perfect program for you. Simply click this link to see what it’s all about.

http://tinyurl.com/3hzakyl

Corporate Social Media Crisis: 4 Ways to Fight Back

In June 2005 an AOL customer called the company to cancel his subscription. The Representative he spoke with was relentless in his attempts to “save the account” – nearly calling the customer a liar over hours of use, belittling the customer – who was 30 years old at the time – by asking to speak to his father, and  badgering him throughout the call. The customer recorded the 21-minute phone conversation and posted it on YouTube. More than 260,000 people have viewed that video and the story was covered by NBC, The New York Times, the Washington Post, and a host of other media giants. AOL’s reputation was irreversibly damaged – by one disgruntled consumer who took his complaint to the Internet.

Consumer generated media is on the rise and if not managed, this media can threaten a brand’s global reputation. Firms today must manage and protect their online reputations as aggressively as they manage their offline reputations. Following are four strategies for protecting companies against market damage caused by consumers using social media.

In the social media era, consumers can reach an audience of thousands in a matter of minutes. Proactively manage and protect your brand by monitoring social media. When you do, you’ll find that any crisis can be quickly averted or minimized.

  1. Monitor social media for comments about your brand. At a minimum, organizations need to regularly monitor blogs, YouTube, and Twitter for any potentially damaging posts. If a disgruntled consumer goes to the Internet with a complaint about your brand or product, you need to be among the first to know. Some good free social media monitoring sites to explore are: www.Search.Twitter.com, www.IceRocket.com, and www.Technorati.com. Each of these sites allows users to easily search social media sites in real time for any activity.
  2. Respond immediately to any negative social media. Last year, a Domino’s employee uploaded a stomach-turning video to YouTube. The video, which quickly turned viral, shows an employee sticking cheese up his nose before placing it on a sub sandwich and passing gas on a slice of salami. The woman holding the camera narrates. “In about five minutes, they’ll be sent out to delivery.” Dominos didn’t respond publicly to the video immediately, perhaps hoping the video wouldn’t get much attention.  Within a week, the video had over a million views. Don’t wait to respond to a social media crisis. Act immediately to issue a statement or apology and begin taking steps to recover from any damage.
  3. Attempt to remove potentially damaging comments about your brand in social media. In some situations, companies can have damaging social media removed. In the case of Dominos, the company was able to have the video deleted because the video producers were employees of the company and they did not have permission to publicly share video featuring employees. If you can successfully argue that the social media posting is a violation of copyright, you can have a damaging video or blog post removed.
  4. Listen to online conversations. It’s not only important to monitor social media in order to protect your online reputation, but organizations need to proactively listen to what consumers are saying about the brand. You need to be in the loop on the negative conversations, as this is key data on consumer perception and satisfaction. You listen to online conversations by actually getting in social media communities like Twitter and blogs, engaging consumers, and listening to what consumers are saying.

In the social media era, consumers can reach an audience of thousands in a matter of minutes. Proactively manage and protect your brand by monitoring social media. When you do, you’ll find that any crisis can be quickly averted or minimized.

Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral.

Are you 100% confident you can handle it?

If not, I have the perfect program for you…a live web  event  (October 5th) “Social Customer Service” designed to position companies to use social media for customer service engagement. Simply click this link to see what it’s all about.

http://tinyurl.com/3gc7v3j  

 

Corporate Social Media Crisis: 4 Ways to Fight Back

One of the first corporate social media blasts we’ve seen was with America Online (AOL). It all started when an AOL customer called the company to cancel his subscription. The Representative he spoke with was relentless in his attempts to “save the account” – nearly calling the customer a liar over hours of use, belittling the customer – who was 30 years old at the time – by asking to speak to his father, and  badgering him throughout the call. The customer recorded the 21-minute phone conversation and posted it on YouTube. More than 260,000 people have viewed that video and the story was covered by NBC, The New York Times, the Washington Post, and a host of other media giants. AOL’s reputation was irreversibly damaged – by one disgruntled consumer who took his complaint to the Internet.

AOL’s Social Media Crisis

Consumer generated media is on the rise and if not managed, this media can threaten a brand’s global reputation. Firms today must manage and protect their online reputations as aggressively as they manage their offline reputations. Following are four strategies for protecting companies against market damage caused by consumers using social media.

1. Monitor social media for comments about your brand. At a minimum, organizations need to regularly monitor blogs, YouTube, and Twitter for any potentially damaging posts. If a disgruntled consumer goes to the Internet with a complaint about your brand or product, you need to be among the first to know. Some good free social media monitoring sites to explore are: www.Search.Twitter.com, www.IceRocket.com, and www.Technorati.com. Each of these sites allows users to easily search social media sites in real time for any activity.

2. Respond immediately to any negative social media. Last year, a Domino’s employee uploaded a stomach-turning video to YouTube. The video, which quickly turned viral, shows an employee sticking cheese up his nose before placing it on a sub sandwich and passing gas on a slice of salami. The woman holding the camera narrates. “In about five minutes, they’ll be sent out to delivery.” Dominos didn’t respond publicly to the video immediately, perhaps hoping the video wouldn’t get much attention.  Within a week, the video had over a million views. Don’t wait to respond to a social media crisis. Act immediately to issue a statement or apology and begin taking steps to recover from any damage.

3 Attempt to remove potentially damaging comments about your brand in social media. In some situations, companies can have damaging social media removed. In the case of Dominos, the company was able to have the video deleted because the video producers were employees of the company and they did not have permission to publicly share video featuring employees. If you can successfully argue that the social media posting is a violation of copyright, you can have a damaging video or blog post removed.

4. Listen to online conversations. It’s not only important to monitor social media in order to protect your online reputation, but organizations need to proactively listen to what consumers are saying about the brand. You need to be in the loop on the negative conversations, as this is key data on consumer perception and satisfaction. You listen to online conversations by actually getting in social media communities like Twitter and blogs, engaging consumers, and listening to what consumers are saying.

In the social media era, consumers can reach an audience of thousands in a matter of minutes. Proactively manage and protect your brand by monitoring social media. When you do, you’ll find that any crisis can be quickly averted or minimized.

Social Media Is the New Customer Service: Is your company monitoring complaints on Twitter, FaceBook, and blogs? If not, why not?

We know all the social networking communities you need to be listening to and participating in and we can show you exactly how to do it. We can position your company to surprise and delight consumers who post gripes about your brand online.: View outline/purchase