Public Relations & Social media - are you in the 30 minute twitter league??

  • 207 views
Uploaded on

One man, a disgruntled customer, purchased a promoted tweet - and it made all the difference and damage to a world renowned airline! - In social, if you are not responding swiftly to a customer, you …

One man, a disgruntled customer, purchased a promoted tweet - and it made all the difference and damage to a world renowned airline! - In social, if you are not responding swiftly to a customer, you are in for a "brand maul". Do you have the wherewithal to be in the 30 minute twitter league? Else, think! Armor your PR weaponry and social media team with a 30 minute response mindset... Are you there?

More in: Business , Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
207
On Slideshare
0
From Embeds
0
Number of Embeds
1

Actions

Shares
Downloads
3
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. One man was unhappy with the services of an airline… and decided to buy a tweet to vent his anger!! Muralidharan @muralispeak
  • 2.  All he tweeted was : Don’t fly @britishairways – Their customer service is horrendous  Syed said he used Twitter's self-serve ad platform to make the purchase.  Syed declined to disclose how much the tweet cost. Muralidharan @muralispeak
  • 3.  It takes one disgruntled customer to shake you out of a service slumber.  The airline did respond… albeit, a tad too late  If you cannot respond in double quick time, better don’t have a social media handle. Muralidharan @muralispeak
  • 4.  Simple – keep it 24/7  If you are working your social handle like you work the brick-mortar office, then you are in the stone age.  If your services, like an airline, is 24/7 – then you ought to be a listening brand 24/7 Muralidharan @muralispeak
  • 5.  As per a survey sometime back by simply-measured, 23% of companies have a service-handle on twitter!  BUT, only a handful of that 23% companies were in a position to respond to customer or stakeholder tweets 24/7  Well, whats the point if you have a handle, and take eons to respond to your customers? Muralidharan @muralispeak
  • 6.  Syed rightfully vented his anger on not receiving his luggage in time  British Airways was present on social-media, but, was NOT listening 24/7  Syed innovated to amplify his problem by buying a paid tweet to maul the airline Muralidharan @muralispeak
  • 7.  Wake up from your service slumber on social.  Social is live-wire, and if you do not defuse a reputation explosive in may be 30 minutes, the world will maul your reputation  Social media monitoring 24/7 is the cure….. Muralidharan @muralispeak
  • 8.  BE a listening brand on social 24/7  Build a support team within that will respond round the clock.  Make sure your don’t build a hierarchy crap in the response system… your brand is doomed. Muralidharan @muralispeak
  • 9.  30 minutes is the worst case response time on a platform like twitter  Great service brands respond to social in less than 5 minutes  Make conscious efforts to optimize your social listening Muralidharan @muralispeak
  • 10. If you are a social brand, join the 30 minute league, here and now. Work on bettering the 30-minute time If you cannot do both of the above, quit social. Muralidharan @muralispeak
  • 11. Are you? 24/7/365? Do it or be prepared for a brand maul. Customers will innovate more than you can! Muralidharan @muralispeak