Corporate reputation in the social world
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Managing your corporate reputation in our hyper-digital world
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Corporate reputation in the social world
- 1. Acuity Forums, Toronto ON February 10, 2010 Tamera Kremer, Partner – Strategic Consulting
- 2. The golden rule for every businessman is this: “Put yourself in your customer’s place” – Orison Swett Marden
- 3. Marketing at its essence is about communicating , not blaring messages and fighting for “share of mind”
- 4. Â
- 5. Your organization, products, people, and processes are what customers experience everyday
- 6. They wear your shoes
- 7. They drink your coffee
- 8. They rely on your product
- 9. They use your software
- 10. They talk to your employees
- 11. They experience your service
- 12. The Brave New World of Communications
- 13. Anywhere there’s an Internet connection, communications are happening…
- 14. Â
- 15. The hyper-digital eco-system
- 16. Social media are an eco-system
- 17. Beyond the jargon, what is social media?
- 18. … Conversations, shared interests, information & insights.
- 19. Social Media and Web 2.0 - are they the same?
- 20. Web 2.0 is … The fulfillment of the “Read Write Web”
- 21. The Web 2.0 tools enable the potential of human collaboration online. Social media is the collaboration using the tools.
- 22. Â
- 23. Â
- 24. About the tools. About you. Social Media is NOT...
- 25. About using the 2-way digital communications channels to converse as human beings with people who are interested. Social Media is ...
- 26. About being helpful and useful. Social Media is ...
- 27. About listening and learning. Social Media is ...
- 28. About changing the way things have always been done. Social Media is ...
- 29. It’s not about pushing messages out & hoping they resonate
- 30. What is the one rule of social communications?
- 31. Be human.
- 32. L.E.T. GO
- 34. Â
- 35. * Posted October 24, 2009
- 36. @ComcastCares *posted October 24, 2009
- 37. *Compete.com data (avg. uniques to Sept 2009)
- 38. Â
- 39. “ Dell Hell” ~ Jeff Jarvis sets off a firestorm against Dell Customer Service
- 40. The Idea Storm
- 42. Would you speak to me that way if we met at a baseball game? Let go of marketing speak. No one is listening.
- 43. Â
- 44. Â
- 45. Social Media Guidelines - IBM
- 46. U.S. Air Force Commenting Policy
- 47. Understanding how people prefer to participate
- 48. We should talk.
- 50. Â
- 51. TSA blog response to recent online storm Original post on popular blog Same day response by TSA on their blog
- 52. #AmazonFAIL
- 53. But structure on its own doesn’t replace human perceptions of your decisions
- 54. Â
- 56. Â
- 57. Â
- 58. Â
- 62. Â
- 63. Â
- 64. … . How you react and interact will define your outcomes….
- 65. Real human connections and passion for an idea can ignite a movement…
- 66. WWF: Raising awareness & driving action YouTube video 4 * 24,958 Earth Hour blogs * 223,000 + fans on Facebook
- 67. ? Thank You!
Editor's Notes
- Bombarded by messages without meaning
- What makes you unique? What do other people think about you? Who is passionate about you? Your website is your hub and the social web are the spokes
- These individual interactions represent a new model: not mass communications, but masses of communicators
- Ford – auto bailout Obama – responses during campaign Maple Leaf foods recall