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Stephen Hampshire discusses how your organisation can use social media to monitor its reputation and engage with customers, even if you're not particularly 'cool'. You just need to realise that conversation can't be controlled.
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Social Medianot just another channel
Stephen Hampshirehttp://customersatisfaction.typepad.com
The top social media sites(according to businesses!)
1. Facebook (80%)
2. Twitter (66%)
3. YouTube (55%)
4. LinkedIn (49%)
5. Blogs (43%)
What it can and can’t do
Google search trends (UK)
Ever throw a party andnobody came?
Ever throw a party andnobody came?
Making a start
1(not optional)
What you need
Reputation management
A contact strategy
Make it someone’s job
2Tough questions
Questions you need honest answers to
What type of business are we?
Do our customers want to engage with us?
Where are our customers? (hint: not on a site
you own!)
Are we prepared for what they will say?
3The Cluetrain
