About the author: Andy Sernovitz | SmartBlogs

Andy Sernovitz Andy Sernovitz is author of “Word of Mouth Marketing” and the word of mouth marketing blog/newsletter “Damn, I Wish I’d Thought of That.” Andy teaches Word of Mouth Marketing at Northwestern and the Word of Mouth Marketing Crash Course.

In today’s socially connected world, it isn’t enough to just do the right thing. You have to proactively give people a reason to have confidence in your brand. That’s why Don Peppers, co-author of “Extreme Trust: Honesty as a Competitive Advantage,” says brands have to focus on the quality of their customer experience.

In his presentation at SocialMedia.org’s Brands-Only Summit, Peppers talks about making transparency a priority for social media managers.[…] Continue Reading »

Brains on Fire President Robbin Phillips has some tough news for brands: “People don’t want to talk about you.” What they want to talk about is their lives. That’s why it’s so important for brands to understand how to fit into customer passions and interests.

In her presentation at SocialMedia.org’s Brands-Only Summit, Robbin talks about the data-driven mentality that dominates social media marketing.[…] Continue Reading »

For Debbie Curtis-Magley, Director of SAP Cross-Cloud Social and Community at Ariba, social channels are great tools for handling company crises. While most brands define social media ROI as “return on investment,” some see it as “rescue of image.”

In her presentation at SocialMedia.org’s Brands-Only Summit, Debbie discusses three different crisis management scenarios in which social media can help.[…] Continue Reading »

“The world doesn’t need more content,” says Kevin Hunt, corporate social media manager for General Mills. “It needs more interesting content.” But, as he admits, social media content strategy is a bit more complex than that.

In his presentation at SocialMedia.org’s Brands-Only Summit, Kevin gives a quick lesson on the fundamentals of managing a social media content strategy.[…] Continue Reading »

It’s hard out there in social media for regulated industries like healthcare. UnitedHealth Group for example, has to carefully craft their responses to customers in social media to comply with legal requirements.

According to Rachel Medina, their senior communications specialist, they’re making progress with reaching customers despite these strict rules. In her presentation at SocialMedia.org‘s BlogWell conference, she explains it’s all a part of following HIPAA regulations while trying to do more for their customers in social media.[…] Continue Reading »