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Ty on Tactics is a blog about how to (and sometimes how NOT to) leverage public relations and social media to drive brand awareness. Follow me on Twitter @PerfectPitchPR for more info, tools and resources.
Are You Prepared to Handle Customer Complaints in Social Media

I’ll be facilitating a training session next week, entitled, “Turning Rage into Raves: How to Manage Complaints, Rants and Other Negative Posts in Social Media. Read below to learn more…

A recent survey conducted by Social Media Marketing University (SMMU) uncovered that while brands are plagued by negative posts created by customers, competitors and employees, more than 50 percent don’t have a strategy in place to manage this growing problem. Results of the survey will be covered in detail in an upcoming live training session, “Turning Rage into Raves: How to Manage Complaints, Rants and Other Negative Posts in Social Media.”

According to SMMU’s survey:

  • 58.2 percent of brands receive customer complaints via social media ‘occasionally.’ 10.9 percent receive them ‘somewhat often’ while 4.9 percent receive them ‘very often.’
  • 26.1 percent of brands reputations have been tarnished as a result of negative social media posts; 15.2 percent lost customers and 11.4 percent lost revenue.
  • 23.4 percent of brands not only do not have a strategy in place to manage negative social commentary, but do not have plans to develop one. 24.5 percent of brands are in the process of developing a strategy and 7.6 percent have strategies in place that are currently proving to be ineffective. 

“So many brands are buying into the ‘friending equals spending’ mentality,” said John Souza, founder of Social Media Marketing University. “They want the benefits of social media but aren’t truly aware of the investment of effort that’s required to see a return. As a result, this lack of effort rarely produces desired results and can lead to alienation of customers, fans and followers. It can even escalate to a backlash of negativity.”

Recent surveys reported in news media found that customers expect a response to a complaint posted on a brand’s social media account within one hour. The SMMU survey found that only 17.6 percent of brands strive to meet this expectation. Most brands (52.2 percent) respond within 24 hours. An alarming 21.4 percent rarely or never respond to customer complaints in social media.  These findings illustrate a widening gap between customer expectations in social media and brand’s social practice.

On Feb. 17, SMMU will provide a live training event to help brands combat and manage negative commentary in social media. To register for “Turning Rage into Raves: How to Manage Complaints, Rants and Other Negative Posts in Social Media,” visit www.socialmediamarketinguniversity.com/livetraining.

The session will include step-by-step instruction on how to manage negative commentary in social media, and provide several strategies that brands can put in place immediately after the training is completed.

“99 percent of the things brands are doing wrong in social media are fixable,” said Souza. “Our goal is to give brands the training and resources they need to not just identify the problem, but implement the solution.”

For more information about Social Media Marketing University, visit www.smmu.com. In addition to weekly live trainings, the firm offers comprehensive social media and online marketing e-courses on the following platforms and topics: Facebook, Twitter, LinkedIn, Pinterest, Google+, Video Marketing, Mobile Marketing, PPC, SEO, Strategic Public Relations, Local Marketing and Email Marketing. Certifications are available for all courses completed successfully.

About Social Media Marketing University

Social Media Marketing University (SMMU) is the world’s most trusted social media training program. Courses are taught by some of the world’s foremost authorities on social media and online marketing best practices, and the social media class curriculum includes interactive sessions and instruction on social media strategy, platforms and tools. The program currently boasts nearly 3,000 graduates, and more than 65,000 business owners and business professionals have attended SMMU’s social media webinars. For more information, visit www.smmu.com

— 2 months ago
We’re celebrating Twitter’s 7th birthday! Toss your party hat in the ring to win 30 custom tweets for your brand. We’ll develop content that will resonate with your target audience and position you as the social savvy brand you’ve always wanted to be. We’re selecting 7 winners, so don’t miss your chance to leave the content to the ‘Pros’ this month.

We’re celebrating Twitter’s 7th birthday! Toss your party hat in the ring to win 30 custom tweets for your brand. We’ll develop content that will resonate with your target audience and position you as the social savvy brand you’ve always wanted to be. We’re selecting 7 winners, so don’t miss your chance to leave the content to the ‘Pros’ this month.

— 1 year ago with 2 notes
#Twitter7  #Twitter  #Social media  #Small Business  #PR  #Content marketing 
Social Media Typos: How Long Should It Take Proactive Brands to Revise?

NBC’s social media team mistakenly promoted a 2001 techno-thriller novel instead of its Monday night drama starring Meagan Good when it used the tag Deception Point instead of Deception. It’s been nearly 40 minutes, and the typo has not yet been corrected.

This scenario begs the question, how long should it take proactive brands to revise social media typos? (Especially when they can potentially cost the brand web traffic, Facebook Likes, impressions and revenue…)

image  

— 1 year ago
#NBC  #Deception  #Television  #Social Media  #Meagan Good  #Facebook 
How do you keep your finger on the pulse of changes in social media? Chime in at Facebook.com/socialpostpros. 

How do you keep your finger on the pulse of changes in social media? Chime in at Facebook.com/socialpostpros

— 1 year ago
#Social media  #Facebook  #Public Relations  #Small Business 
Infographic of the Week: Space Chimp Media Showcases the Best of #SXSW
Favorite Stat: 24,569 participants from 72 foreign countries attended this years Interactive Conference, substantially more than the music and film conference attendees. 

Infographic of the Week: Space Chimp Media Showcases the Best of #SXSW

Favorite Stat: 24,569 participants from 72 foreign countries attended this years Interactive Conference, substantially more than the music and film conference attendees. 

— 1 year ago with 2 notes
#SXSW  #SXSW13  #infographic  #Social Media  #Trade Shows  #Conferences  #Meeting Planning 
Are Infographics the New Press Release?

Are you sending out press releases, but having trouble making headlines? You may want to put away your AP Stylebook and schedule a meeting with your graphic designer.

These days, consumers are far more responsive to brands that engage with images, and mainstream news media may not be far behind. In just the last few weeks, take a look at a few infographics that have been the center of news stories:

Research has shown that press releases that are accompanied by a photo are more than twice as likely to generate media coverage compared to those that aren’t. And if the popularity of Pinterest and Instagram (and Facebook’s recent announcement) are any indication of the future of online publishing, PR Newswire and PRWeb may be introducing new products, and you may need to rethink the way you share your brand’s announcements with journalists and customers. 

And maybe that’s not such a bad thing…

— 1 year ago with 5 notes
#infographics  #press releases  #public relations  #pr  #social media 
Do the new Facebook changes have you feeling inspired or down in the dumps? Chime in at www.facebook.com/socialpostpros. 

Do the new Facebook changes have you feeling inspired or down in the dumps? Chime in at www.facebook.com/socialpostpros. 

— 1 year ago
#Facebook  #Social media 
Facebook Responds to Criticism of News Feed Algorithm
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Minutes ago, Facebook responded to claims suggesting that its news feed algorithm suppresses organic distribution of posts in favor of paid posts. Here’s what a representative from the social media giant had to say:
"Our goal with News Feed is always to show each individual the most relevant blend of stories that maximizes engagement and interest. 

There have been recent claims suggesting that our News Feed algorithm suppresses organic distribution of posts in favor of paid posts in order to increase our revenue. This is not true. We want to clear up any misconceptions by explaining how the News Feed algorithm works.

First, in aggregate, engagement – likes, comments, shares – has gone up for most people who have turned the Follow feature on. In fact, overall engagement on posts from people with followers has gone up 34% year over year.

Second, a few data points should not be taken as representative of what actually is happening overall. There are numerous factors that may affect distribution, including quality and number of posts.

News Feed shows the most relevant stories from your friends, people you follow and Pages you are connected to. In fact, the News Feed algorithm is separate from the advertising algorithm in that we don’t replace the most engaging posts in News Feed with sponsored ones.”
— 1 year ago with 1 note
#Facebook  #Social Media  #Facebook Ads  #PPC 
7 Traits of Highly Effective SXSW Attendees

SXSW

South by Southwest provides an amazing opportunity to rub elbows with influencers and get a first look at what’s on the horizon in social media. Whether you’re there to attend conference sessions and make invaluable connections, or build more buzz about your brand, here are a few things you should be doing (based on my experience) to help you make the most of the opportunity. 

1. Image really is everything. So make sure your online image and your offline image are consistent. If you’ve positioned your brand as innovative, creative and high energy online, then make sure that’s what you’re able to convey on the tradeshow floor. 

2. Make better use of your time by pre-networking. Don’t wait until you arrive in Austin to make introductions. Use social media to identify attendees that you want to connect with. Then introduce yourself and solidify some face time. 

3. Get your swag on. Skip the business cards and make a lasting impression with branded promotional items that will prove to be useful to the recipients (and will be less likely to be lost or tossed into the trash bin.)

4. Even if you’re onsite, don’t forget to followthe hashtags. You’ll gain as much insight from online conversations as you will from the tradeshow floor. 

5. Monitor your brand closely. See how much impact your presence is making. Online sentiment can provide much needed guidance and insight on how to put your best foot forward and make your trip really pay off.

6. Engage your online audience. Lots of people will be following #SXSW who aren’t able to attend. Finding ways to involve them and give them a piece of the action can go a long way to generate leads and build relationships. For example, will you be giving away prizes on the tradeshow floor? If so, create opportunities for those not in attendance to win big too!

7. Be strategic about following up. You’ve met tons of amazing people. Have a plan in place for touching base with them soon after the event. And don’t forget to make it worth their while. 

— 1 year ago
#sxsw  #sxsw13  #social media  #networking  #tradeshow  #marketing 
Resource of the Week: Social Media Curation Guide →

Social Media Curation

Every brand should strive to be the “King of Curation.” Check out this awesome resource that provides great insight into how to leverage social content curation in your inbound marketing strategy and how to prepare, organize, execute and analyze your social curation activities. Plus, see what resources might be missing from your social marketing toolbox.

— 1 year ago
#social media  #content marketing  #seo