Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

When social media attacks! for Social Media Day Miami 2014

1,179 views

Published on

Presented on June 29, 2014 for Social Media Day Miami 2014 at the Arscht Center for Performing Arts. I presented five steps for dealing with unhappy people and trolls in your social media feed and how to turn haters into ambassadors.

Published in: Social Media, Business, Technology
  • Be the first to comment

When social media attacks! for Social Media Day Miami 2014

  1. 1. HERE’S A GUARANTEE … •SOMEONE, SOMEWHERE WILL GET MAD ABOUT YOU OR YOUR BUSINESS. •THEY WILL TURN TO SOCIAL MEDIA TO VENT ABOUT IT. •IF YOU DON’T RESPOND, THEY WILL BECOME REALLY MAD AND CREATE A BLOG DEDICATED TO HOW MUCH YOU SUCK. #SMDAYMIA JUNE 29, 2014
  2. 2. THIS… #SMDAYMIA JUNE 29, 2014
  3. 3. TURNS INTO THIS http://staciehuckeba.wordpress.com/ #SMDAYMIA
  4. 4. • BRANDS ARE LEAVING PEOPLE FRUSTRATED • 59% OF COMPANIES MONITOR FOR MENTIONS IN 2014; DOWN FROM 70% IN 2010 #SMDAYMIA JUNE 29, 2014
  5. 5. STEP ONE: PLAN •GET POSITIVE STORIES OUT THERE ON A REGULAR BASIS • ENCOURAGE YOUR HAPPY CUSTOMERS TO LEAVE REVIEWS ONLINE •HAVE SPECIFIC STEPS FOR HOW YOU WILL MAKE THINGS RIGHT • REFUND? COUPON? LIFETIME SUPPLY OF TACOS? • CUSTOMER SERVICE EMAIL (WITH A REAL PERSON BEHIND IT) OR PHONE NUMBER • SET THE EXPECTATION INTERNALLY – 4 HOURS OR 24 HOURS TO RESOLVE IT? • EMPOWER YOUR STAFF TO MAKE THE DECISION & MAKE IT EASY #SMDAYMIA JUNE 29, 2014
  6. 6. STEP TWO: MONITOR • USE HOOTSUITE, NUTSHELL MAIL, TWEETDECK , FACEBOOK NOTIFICATIONS OR TWITTER SEARCH • HAVE MORE THAN ONE SO YOU DON’T MISS A BEAT • IF YOU DON’T, SOMEONE ELSE WILL… MAYBE EVEN YOUR COMPETITION #SMDAYMIA JUNE 29, 2014
  7. 7. STEP THREE: ACKNOWLEDGE •BE TRANSPARENT & POSITIVE #SMDAYMIA JUNE 29, 2014
  8. 8. … AND DO IT QUICKLY! 24 hours later…. #SMDAYMIA
  9. 9. #SMDAYMIA NEVER DEFEND OR LASH OUT IN ANGER JUNE 29, 2014
  10. 10. Please Do Not Feed the Trolls. It is unkind and unnecessary.
  11. 11. STEP FOUR: OFFER TO RESOLVE IT • DO IT IN PUBLIC ON THE CHANNEL IT APPEARED • ASK THE PERSON TO: • SEND A DM • CALL A SPECIFIC PHONE NUMBER • SEND AN EMAIL • IF YOU KNOW THE CUSTOMER, CONTACT THEM DIRECTLY #SMDAYMIA JUNE 29, 2014
  12. 12. DELIVER ON THE PROMISE If your handle says “cares”, then show you care & stop selling to me. #SMDAYMIA JUNE 29, 2014
  13. 13. STEP FIVE: LEARN FROM IT • ALWAYS LOOK TO IMPROVE CUSTOMER SERVICE • WAS IT AVOIDABLE? • IS THERE A MISSED OPPORTUNITY? #SMDAYMIA JUNE 29, 2014
  14. 14. A BLUE STORY #SMDAYMIA JUNE 29, 2014 VS.
  15. 15. HOW IT COULD HAVE TURNED OUT… • MORE REFERRALS • MORE BUSINESS • MORE TRUST • BRAND AMBASSADOR #SMDAYMIA JUNE 29, 2014
  16. 16. JUST BE AWESOME • PLAN • MONITOR • ACKNOWLEDGE • RESOLVE IT • LEARN #SMDAYMIA JUNE 29, 2014
  17. 17. ROSIE TAYLOR •@ROSIEMEDIA •FACEBOOK.COM/ROSIEMEDIA •LINKEDIN.COM/IN/ROSIEMEDIA •WWW.ROSIEMEDIA.COM/BOOKOFFER #SMDAYMIA

×