DOES MY SH*T-TALKING REALLY HELP YOUR BRAND? #STHBThis is the most crowded place I've been so far.
Our core convo room was the same size but this feels more appropriate.michael monello, emily yellin, sam ford, amber case, Ivan askwith
@mikemonello, @eyellin, @sam_ford, @caseorganic, @ivanovitchthis panel wants to be a core conversation. aw.
this panel is anti-self-promotion. aw.backchannel talk is awesome. agreed.sounds like the way this is going is...the conversation always helps your brand, good or bad. because it's like bad PR is still PR.
Here's the panels' answers:
it's not just a success/problem when people are talking about your brand, they have to actually do something about it.
the idea that a customer actually has a voice now is a good thing. the shit talking is nothing new, esp to customer service, but now we have the ability to listen and use it.
it depends on how you're listening and how you respond. if you respond to everything then you end up making a very terrible story. you can't listen to everyone. you have to pay attention to the context and be qualitative.
it starts a conversation that you can't ignore. you should take it seriously. you=company being shit-talked about.
the way you handle a situation publicly helps define who you are. it's a brand issue, sales, IT, customer service, product issue, etc.
OK I'm running out of macjuice. To be continued if this ends up being interesting/memorable. Kinda dry right now....
Our core convo room was the same size but this feels more appropriate.michael monello, emily yellin, sam ford, amber case, Ivan askwith
@mikemonello, @eyellin, @sam_ford, @caseorganic, @ivanovitchthis panel wants to be a core conversation. aw.
this panel is anti-self-promotion. aw.backchannel talk is awesome. agreed.sounds like the way this is going is...the conversation always helps your brand, good or bad. because it's like bad PR is still PR.
Here's the panels' answers:
it's not just a success/problem when people are talking about your brand, they have to actually do something about it.
the idea that a customer actually has a voice now is a good thing. the shit talking is nothing new, esp to customer service, but now we have the ability to listen and use it.
it depends on how you're listening and how you respond. if you respond to everything then you end up making a very terrible story. you can't listen to everyone. you have to pay attention to the context and be qualitative.
it starts a conversation that you can't ignore. you should take it seriously. you=company being shit-talked about.
the way you handle a situation publicly helps define who you are. it's a brand issue, sales, IT, customer service, product issue, etc.
OK I'm running out of macjuice. To be continued if this ends up being interesting/memorable. Kinda dry right now....
