Converting angry customers, from DIMA 2014

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This PPT is a section of a larger session, about social media and converting angry customers to advocates.

Published in: Social Media, Business, Technology
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  • One Tweet can’t make a career, but one Tweet can derail a careerJustine Sacco, a director of communications for InterActiveCorp (IAC) (whose holdings include television production company Electus, dating sites Match.com and OKCupid, and the video site Vimeo) may have learned that lesson the hard way after posting what many have referred to as the ‘dumbest and most offensive tweet’ of 2013.
  • What’s changed? Guess what, your customers have always complained. You just never heard about it.
    Today’s consumers are empowered. And, with great power comes great responsibility, right?
  • Converting angry customers, from DIMA 2014

    1. 1. “Turning Angry Customers into Ardent Ambassadors” With Bill McCurry Special Guest: Gary Pageau Note: Opinions expressed are those of McCurry and not necessarily endorsed by PMA, CES or any intelligent being. Proceedings are tape recorded. McCurry Associates
    2. 2. Pitfalls and opportunities of Social Media
    3. 3. 21st Century Privacy 1. 2. Your “work” life and “personal” life are the one and same You’re not as funny as you think you are McCurry Associates
    4. 4. McCurry Associates
    5. 5. McCurry Associates
    6. 6. McCurry Associates
    7. 7. McCurry Associates
    8. 8. McCurry Associates
    9. 9. McCurry Associates
    10. 10. McCurry Associates
    11. 11. McCurry Associates
    12. 12. 1. Always respond 2. Never fight 3. Take it offline as fast as possible 4. Follow up McCurry Associates

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