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When social media attacks! for Social Media Day Miami 2014

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Rosie Taylor
Rosie Taylor

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.

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When social media attacks! for Social Media Day Miami 2014
HERES A GUARANTEE SOMEONE, SOMEWHERE WILL GET MAD ABOUT YOU OR YOUR BUSINESS. THEY WILL TURN TO SOCIAL MEDIA TO VENT ABOUT IT. IF YOU DONT RESPOND, THEY WILL BECOME REALLY MAD AND CREATE A BLOG DEDICATED TO HOW MUCH YOU SUCK. #SMDAYMIA JUNE 29, 2014
THIS #SMDAYMIA JUNE 29, 2014
TURNS INTO THIS http://staciehuckeba.wordpress.com/ #SMDAYMIA
BRANDS ARE LEAVING PEOPLE FRUSTRATED 59% OF COMPANIES MONITOR FOR MENTIONS IN 2014; DOWN FROM 70% IN 2010 #SMDAYMIA JUNE 29, 2014
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
STEP TWO: MONITOR USE HOOTSUITE, NUTSHELL MAIL, TWEETDECK , FACEBOOK NOTIFICATIONS OR TWITTER SEARCH HAVE MORE THAN ONE SO YOU DONT MISS A BEAT IF YOU DONT, SOMEONE ELSE WILL MAYBE EVEN YOUR COMPETITION #SMDAYMIA JUNE 29, 2014
STEP THREE: ACKNOWLEDGE BE TRANSPARENT & POSITIVE #SMDAYMIA JUNE 29, 2014
AND DO IT QUICKLY! 24 hours later. #SMDAYMIA
#SMDAYMIA NEVER DEFEND OR LASH OUT IN ANGER JUNE 29, 2014
Please Do Not Feed the Trolls. It is unkind and unnecessary.
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
DELIVER ON THE PROMISE If your handle says cares, then show you care & stop selling to me. #SMDAYMIA JUNE 29, 2014
STEP FIVE: LEARN FROM IT ALWAYS LOOK TO IMPROVE CUSTOMER SERVICE WAS IT AVOIDABLE? IS THERE A MISSED OPPORTUNITY? #SMDAYMIA JUNE 29, 2014
A BLUE STORY #SMDAYMIA JUNE 29, 2014 VS.
HOW IT COULD HAVE TURNED OUT MORE REFERRALS MORE BUSINESS MORE TRUST BRAND AMBASSADOR #SMDAYMIA JUNE 29, 2014
JUST BE AWESOME PLAN MONITOR ACKNOWLEDGE RESOLVE IT LEARN #SMDAYMIA JUNE 29, 2014
ROSIE TAYLOR @ROSIEMEDIA FACEBOOK.COM/ROSIEMEDIA LINKEDIN.COM/IN/ROSIEMEDIA WWW.ROSIEMEDIA.COM/BOOKOFFER #SMDAYMIA

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When social media attacks! for Social Media Day Miami 2014

  • 2. HERES A GUARANTEE SOMEONE, SOMEWHERE WILL GET MAD ABOUT YOU OR YOUR BUSINESS. THEY WILL TURN TO SOCIAL MEDIA TO VENT ABOUT IT. IF YOU DONT RESPOND, THEY WILL BECOME REALLY MAD AND CREATE A BLOG DEDICATED TO HOW MUCH YOU SUCK. #SMDAYMIA JUNE 29, 2014
  • 5. BRANDS ARE LEAVING PEOPLE FRUSTRATED 59% OF COMPANIES MONITOR FOR MENTIONS IN 2014; DOWN FROM 70% IN 2010 #SMDAYMIA JUNE 29, 2014
  • 6. 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
  • 7. STEP TWO: MONITOR USE HOOTSUITE, NUTSHELL MAIL, TWEETDECK , FACEBOOK NOTIFICATIONS OR TWITTER SEARCH HAVE MORE THAN ONE SO YOU DONT MISS A BEAT IF YOU DONT, SOMEONE ELSE WILL MAYBE EVEN YOUR COMPETITION #SMDAYMIA JUNE 29, 2014
  • 8. STEP THREE: ACKNOWLEDGE BE TRANSPARENT & POSITIVE #SMDAYMIA JUNE 29, 2014
  • 9. AND DO IT QUICKLY! 24 hours later. #SMDAYMIA
  • 10. #SMDAYMIA NEVER DEFEND OR LASH OUT IN ANGER JUNE 29, 2014
  • 11. Please Do Not Feed the Trolls. It is unkind and unnecessary.
  • 12. 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
  • 13. DELIVER ON THE PROMISE If your handle says cares, then show you care & stop selling to me. #SMDAYMIA JUNE 29, 2014
  • 14. STEP FIVE: LEARN FROM IT ALWAYS LOOK TO IMPROVE CUSTOMER SERVICE WAS IT AVOIDABLE? IS THERE A MISSED OPPORTUNITY? #SMDAYMIA JUNE 29, 2014
  • 15. A BLUE STORY #SMDAYMIA JUNE 29, 2014 VS.
  • 16. HOW IT COULD HAVE TURNED OUT MORE REFERRALS MORE BUSINESS MORE TRUST BRAND AMBASSADOR #SMDAYMIA JUNE 29, 2014
  • 17. JUST BE AWESOME PLAN MONITOR ACKNOWLEDGE RESOLVE IT LEARN #SMDAYMIA JUNE 29, 2014

Editor's Notes

  1. http://www.forbes.com/sites/erikamorphy/2014/03/31/fewer-companies-listen-for-customer-complaints-on-twitter/