Aug 27 Posted 1 year ago
sorry - making customer service even more granular by trying to cover 5 - 10 social media sites looking & listening for customer problems is like searching for Malaysia Airlines Flight 370 that disappeared in 2014. They could be anywhere. We stopped answering inquiries on our 300,000 fan Facebook because it was mind numbing and 25 of inquires required translation - We removed all social sharing icons from our site too - guess what growth was not impeded and ecommerce conversion increased - go figure
Aug 27 Posted 1 year ago
Thank you for an extremely fine piece of evidence based myth busting! I've saved it for all my master classes since it is the perfect scene setter. I think the logic is balanced and conclusions spot on. This is where I've got to with the issue. Hopefully it provides more grist for your mill. Delighted to talk more.
Aug 23 Posted 1 year ago
Denny, I appreciate the comment and the tweets! I agree with you about buzzwords. It seems marketers have simply forgotten what causes people to be loyal, to take notice of a brand or to consider a brand. We've replaced authenticity with "engagement," "storytelling," "fans," and "followers," but while marketers act like social has changed consumers, the people on the other end are still the same--overwhelmed with marketing messaging, distrustful of brands, trusting of people they know and actively working to avoid brand messaging in every channel. If we could focus more on using social to build real relationships rather than fake ones, we could really get somewhere using social media!
Aug 22 Posted 1 year ago
This is a very insightful and thought provoking blog post.
It is a must read any anyone working in or using social media, particularly if for brands or companies.
The buzzwords that every company and brand strives for when using social media are the concepts of "social," "engagement," and "relationships." The problem lies in that who wants a true social relationship with a brand? No matter how much I love or I am loyal to Honda (my long time favorite automobile company), I really do not want a relationship with them or some anonymous employee representing this brand.
Instead, I want Honda to acknowledge and reward my loyalty, keep me informed (maybe entertained), and provide me with more help than hype.
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