Dear Big Brand,
You say you want to use social media to engage, grow your business and
build community. You say you care… BUT WE DON’T BELIEVE YOU.
Why you ask?
You say you care but you rarely follow anyone back on Twitter that follows
You say you care on Twitter and Facebook but you send us back to the
customer call center – you know… the one that started the problem in the
You say you care but you rarely say thank you when we say good things
about you on our blog, twitter or post a photo of your business on
You say you care but your senior executives have never actually ever
Tweeted or posted anything to Facebook, it’s obvious they think it’s below
You say you care but your Facebook page is full of links to your marketing
materials and events and isn’t about how you can help me
You say you care but even when I comment on your Facebook updates or
blog posts or retweet you… you never comment back – you just keep score.
You say you care but you got me interested in what you had to say on your
blog and then you stopped posting.
You say you care but you make me wait days before my blog comments are
approved – I’m long gone by then.
You say you care but even when I like your content it’s hard to share, you
make me cut, paste, shrink urls and even write the headlines to your
You say you care but your onsite staff don’t even know you have a
Facebook contest, FourSquare mayor or a Twitter account. They think I’m
speaking a foreign language.
You say you care that today’s consumer uses social media to
communicate, build community and make connections – but your actions
say YOU DON’T.
Dear Big Brands – marketing is a conversation now. Social media has
opened up the channels for communication, collaboration, and
customer interaction. We are not waiting for you to get involved in the
conversation. It is already happening
(On behalf of all of us)
Outperformed their non-
social peers. In a study of
501 B2B sales
“If you think you are a leader and no
one is following you...
…You’re actually just going for a walk”