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Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
Top Social Media Disasters (and how to avoid them)
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Top Social Media Disasters (and how to avoid them)

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As your contact centre utilises multi-channel platforms to improve customer experience and business performance, it is prudent to learn from the mistakes done in the past and pick up the important …

As your contact centre utilises multi-channel platforms to improve customer experience and business performance, it is prudent to learn from the mistakes done in the past and pick up the important lessons learned. As what we learned from this research, social media could be a double-edged sword. Here are the top social media tragedies and how you can avoid suffering the same fate.

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  • 1. Top Social MediaMost Shocking Social Media Disasters (and how to avoid them) Disasters (and how to avoid them)
  • 2. Top Social Media Disasters (and how to avoid them) Source: IBM, Bill Chamberlin
  • 3. Top Social Media Disasters (and how to avoid them)McDonalds Promoted Trend Goes Wrong Source: Mashable
  • 4. Top Social Media Disasters (and how to avoid them) Source: IBM, Bill Chamberlin
  • 5. Top Social Media Disasters (and how to avoid them) Source: Mashable
  • 6. Top Social Media Disasters (and how to avoid them)United Airlines Source: IBM, Bill Chamberlin
  • 7. Top Social Media Disasters (and how to avoid them) Source: IBM, Bill Chamberlin
  • 8. Top Social Media Disasters (and how to avoid them)Motrin Pain Killer Source: IBM, Bill Chamberlin
  • 9. Why social media disasters occur?Lack of planning and preparedness – mostcompanies are quick to jump onto the latest socialmedia platforms without preparing for the threat offuture social media disasters.SOLUTIONCompanies must climb theSocial Business Hierarchy of Needs(based on Maslow’s Hierarchy of Needs)
  • 10. The SOCIAL BUSINESS HIERARCHY OF NEEDS
  • 11. 1. Define Clear business objectives for using social media. 2. Establish policies to protect bothFOUNDATION employees & customers in relation toBuild a strong foundation social media crises.for a social business. 3. Provide basic training to empower employees in using social media tools.
  • 12. 1. Appoint a team to monitor and respond to social conversationsSAFETY around the clock. 2. Create a company-wide process forOrganize a team & aprocess to deal with and responding to customers in real time.respond to possible 3. Train your team by doing internal ‘firecrises. drills’.
  • 13. 1. Take inventory of current social assets across the company.FORMATION 2. Form a social media Center of Excellence (CoE) to serve the wholeCoordinate social mediaefforts across the whole organization in terms of education,company. measurement and tool deployment.
  • 14. 1. Once CoE is in place, trust your employees to use their own initiative.ENABLEMENT 2. Encourage them to stay connected and to learn from each other.Give employees support& flexibility to prosper and 3. Give them templates to measure andreach their goals. record social media results for reporting purposes.
  • 15. 1. Make decisions based on real-time business intelligence such as customer ratings or reviews.ENLIGHTENMENT 2. Achieve real-time customerWeave real-time market engagement by empoweringresponse to business employees through a ‘holistic’ model.processes and businessplanning. 3. Use real-time social data & insights to make key business decisions.
  • 16. Want to learn more? Then join your peers at 19-20 March 2013, Cyberview Resort & Spa, Kuala Lumpur, MalaysiaHighlights Include:Social Media, Mobile and Cloud Technologies Transforming CustomerExpectations, Engagement and Their ExperienceUnifying Multi-Channel Platforms to Effectively Manage The TotalCustomer Experience
  • 17. 19-20 March 2013, Cyberview Resort & Spa, Kuala Lumpur, Malaysia Website www.contactcentresasia.com Download Event Agendahttp://www.contactcentresasia.com/Event.aspx?id=852262
  • 18. Sources:11 Biggest Social Media Disasters of 2012http://mashable.com/2012/11/25/social-media-business-disasters-2012/Social Media 101: Social Media Disastershttp://www.slideshare.net/HorizonWatching/social-media-101-social-media-disasters#btnNextHow to Avoid Social Media Crisis [Infographic]http://ijustdid.org/2012/07/how-to-avoid-social-media-crisis/Social Business Readiness Report by Jeremiah Owyanghttp://www.web-strategist.com/blog/2011/08/31/report-social-media-crises-on-rise-be-prepared-by-climbing-the-social-business-hierarchy-of-needs/

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