May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Oct 15 Posted 2 years ago
To me, an extremely important point that Karen mentioned is to have a social media policy for employees. Working for a company that focuses on the online reputation management of college students and recent graduates, we know that the people who we hire have lives and want to share them in public. However, we feel that how they interact with NetClarify as a brand is of extreme importance.
In a space where we sell services and not a material product, our employees are our customers' first interaction with NetClarify as a company, and we want to show them a model of online reputation. Obviously this point is more important in some industries than others, but I think making it clear to employees that they represent the brand and should respect it is beneficial to all businesses.
Oct 11 Posted 2 years ago
Two things you can do to spoil your reputation is not judging information well and abusing social media.
On Facebook, there are a lot of people called themselves social media marketing experts but they don't have maturity to judge. What I mean that, they don't go finding out if the information they share is true or no true, really stories or rumours. This is especially important when comes to share some issues related to politics.
When see a lot of so called social media marketers simple click share and comment without judging the information. It shows how immature the social media marketers.
Another point is abuse freedom. We do have freedom to post anything, yes anything but those social media marketers will advice you in order to suceed online, you need to "publish like hell". Publish like hell??? I thought social media is about relationship and conversation??
They spam other people's facebook wall, twitter, linkedin, etc. They abuse freedom.
These two things can kill your reputation faster than people attack you.
Oct 10 Posted 2 years ago
Yes, sadly that is the case. However it can also be a good thing because one issue posted on a public space (such as facebook wall), IF answered appropriately and be viewed by multiple people can easily turn a negative feedback into a postive affirmation for the company. Thus the emphasis on a timely repsonse time as well as the need to be level-headed when answering comments from irate customers.
Oct 10 Posted 2 years ago
Now that almost every brand has a Facebook page, people find it an easy task to address their complaint about products/services. The hassle of calling a 1800 number & waiting for the right personnel to attend to your complaint, has become a tedious task for many customers. Also, in many cases, customers need to make repeated calls for the error to get rectified. Thus customers find it easy to post their complaint as comments to a post in the brand's FB page. Such complaint comments may be posted on every post on the brand's FB wall. The customer intention is to address their problem in a public area and garner sympathy or support from the audience. This works out very well for the customer, because online profiles of people tend to be very supportive to one another, even though they are not in real life. As it becomes a conversation topic in the page, page admins have to regulate it and notify the issue to the concerned personnal of the firm.
Some fans are kind enough to post their grievences as messages. But when they see inaction, they too resort to wall comments.