Gate One: VML's Strategy and Innovation Group » customer relations

Get a Handle on It: Dealing with Negative Feedback on Twitter

ljamis — Fri, 13 Aug 2010 15:15:11 +0000

One of the scariest things about social media is opening your brand up to negative comments. They happen. Sometimes you’re lucky enough to have your fans come to your rescue and settle the dispute for you. Other times, you have to deal with the issues yourself. And, that can be difficult to do in 140 characters or less. If you’re dealing with complaints on Twitter, check out these suggestions from Mashable’s “5 Tips for Dealing with Complaints on Twitter.”

A quick response can go a long way
You may have to respond as you, not your company
Give yourself more than 140 characters to respond
Let someone else respond for you (your fans for instance)
Know when to let it go

An Opportunity for Digital Agencies: Crisis PR

ljamis — Sat, 31 Jul 2010 16:52:06 +0000

Check out this article about the effects of social media on crisis PR. “The Crisis in Crisis PR” suggests that public relations firms incorporate social media strategies into their crisis PR plans:

“This could end up making crisis PR much less about seducing journalists and advising clients to engage in mea culpas and more about maintaining numerous online angles of attack on the Big Bad Story. The upshot is that crisis PR will be far less feared, but much more effective.”

While the article does not explicitly call out the need for digital agencies and social media strategists to employ crisis PR strategies, it does support the idea that crisis PR is an opportunity for us. It even throws out the current Goldman Sachs crisis as an example.

The Evolution of Customer Relations

Joe Grigsby — Tue, 15 Dec 2009 05:50:48 +0000

by Joe Grigsby

I’ve written in the past how social media represents a new era for customer service. As part of a recent client presentation we outlined the above diagram as a means to articulate the evolution and why social media matters.