Posts Tagged ‘crisis management’
Andy’s Answers: What’s the best way to respond to negative word of mouth?
Negative word of mouth is something every company faces. It doesn’t matter what you sell, who your customer base is or what industry you’re in. It just happens. But because you know it’s going to happen, you can prepare for it. Smart marketers know how and when to respond to negative word of mouth. Not [...]
How to jump into the social media pool without drowning
This post is by Heidi Cohen, president of Riverside Marketing Strategies. As social media continue to mature, marketers and business executives who have stayed on the sidelines in hopes of safer options are feeling pressured to jump into the pool. The challenge becomes how to do so effectively without drowning in a public relations crisis. [...]
Andy’s Answers: How Toyota used social to build brand advocacy during a crisis
When the recall crisis hit, the social media team members at Toyota knew they were going to have to play an active role in rebuilding the brand’s reputation and getting back the trust of their consumers. They realized that as a company, Toyota was not very good at talking about itself , whether the news [...]
This week’s most clicked
The 5 most-clicked links in SmartBrief on Social Media this past week: 3 trends shaping the future of corporate social media 5 brand ambassadors that put social media to good use What every great corporate blog needs — besides great posts Research casts doubt on Groupon model 4 keys to social-media crisis management their friends
Why crisis management and social media must co-exist
When it comes to corporate crises, social media is most often perceived as a culprit. Communications traditionalists, used to creating and managing messages, see the current environment as a polluted one in which a single blog post, tweet or update from a nobody can snowball into a full-blown catastrophe. They point to Domino’s and Motrin, [...]
Andy’s Answers: How to prepare for a social media crisis
What would you do if a couple of rogue employees created a YouTube video of them doing something inappropriate on the job? How would you respond if a bunch of bloggers attacked your latest ad campaign? What if someone launched a fake Twitter account using your brand name? One thing is clear: You don’t need [...]
Today’s bonus tracks: Make the most of that crisitunity
When life hands your business an ugly, undeserved PR nightmare, what do you do? Do you ignore? Get mad? Get even? Or do use that moment, with everyone watching, to build your brand. Jackie Hube, over at Church of the Customer Blog, shares a tale of two snafus: a Best Buy pricing gaffe and slip [...]
Today’s bonus tracks: Facebook, step-by-step
If you’re interested in social media marketing and you’re not already on Facebook, you need to play catchup in a big way. Sign up today. Do it now. Actually, scratch that– before you sign up, go read Meryl Evans’ short, simple guide to getting the most out of your Facebook marketing efforts in 32 totally [...]
