Proving your brand?
Can you distill your quot;
social media mission down toquot;
quot;Anything that creates positive
lasting memory is customer service.quot;
— Tony Hsieh,
Zappos live chat excerpt:
(done entirely in 3rd person)
Timmy: Timmy thanks Jonathan for good help.
Jonathan: Jonathan welcomes Timmy. Can Jonathan
do anything more for Timmy?
Timmy: no that is all timmy needs
Timmy: timmy happy
Jonathan: Good. Does Timmy have an account set
up with Zappos yet?
Jonathan: Jonathan will upgrade Timmy’s account.
“Humanize the Ford brand and put
consumers in touch with Ford
— Scott Monty,
Ford Motor Co.
quot;Instill trust in the brand, and
highlight that the people behind the
brand are parents too.”
— Lindsay Lebresco,
A core philosophy gives you a
daily focus and helps deﬁne
How will you know quot;
if it’s working?
Social media gives you a
chance to set metrics that quot;
suit your philosophy.