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...
Jul 14 Posted 5 years ago Jon, Thanks for the comments! I agree too many companies are stumbling into Twitter thinking they'll "leave it to" someone who they believe "gets" Twitter. Instead, with Twitter growing and reaching large audiences, brands need to treat it with care and planning, and they really do need to furnish expectations of and monitor their Twittering employees. Twitter is a casual place, but that doesn't mean brands can afford to approach it casually!
Jul 14 Posted 5 years ago Excellent post, Augie! Twitter can be a bit of a double-edged sword for brands, especially if they are large and/or highly visible. If you're going to commit your company to Twitter, you had better commit because people will definitely call you out.
Then again, updating Twitter accounts could spiral out of control a la Alice falling down the rabbit hole:
Will you really have the time/energy to have non-brand-related discussions with followers?
Will updating religiously become a chore and will you be tempted into updating just for the sake of updating?
- Will management insist on quantity over quality when it comes to the number of followers?