top social media disasters (and how to avoid them)
DESCRIPTION
As your contact centre utilises multi-channel platforms to improve customer experience and business performance, it is prudent to learn from the mistakes done in the past and pick up the important lessons learned. As what we learned from this research, social media could be a double-edged sword. Here are the top social media tragedies and how you can avoid suffering the same fate.TRANSCRIPT
Most Shocking Social Media Disasters (and how to avoid them)
Top
Social Media
Disasters
(and how to
avoid them)
Top Social Media Disasters (and how to avoid them)
Source: IBM, Bill Chamberlin
McDonald's Promoted Trend Goes Wrong
Top Social Media Disasters (and how to avoid them)
Source: Mashable
Top Social Media Disasters (and how to avoid them)
Source: IBM, Bill Chamberlin
Top Social Media Disasters (and how to avoid them)
Source: Mashable
United Airlines
Top Social Media Disasters (and how to avoid them)
Source: IBM, Bill Chamberlin
Top Social Media Disasters (and how to avoid them)
Source: IBM, Bill Chamberlin
Motrin Pain Killer
Top Social Media Disasters (and how to avoid them)
Source: IBM, Bill Chamberlin
Why social media disasters occur? Lack of planning and preparedness – most
companies are quick to jump onto the latest social
media platforms without preparing for the threat of
future social media disasters.
SOLUTION Companies must climb the
Social Business Hierarchy of Needs (based on Maslow’s Hierarchy of Needs)
The SOCIAL BUSINESS HIERARCHY OF NEEDS
FOUNDATION Build a strong foundation
for a social business.
1. Define Clear business objectives for
using social media.
2. Establish policies to protect both
employees & customers in relation to
social media crises.
3. Provide basic training to empower
employees in using social media
tools.
SAFETY Organize a team & a
process to deal with and
respond to possible
crises.
1. Appoint a team to monitor and
respond to social conversations
around the clock.
2. Create a company-wide process for
responding to customers in real time.
3. Train your team by doing internal ‘fire
drills’.
FORMATION Coordinate social media
efforts across the whole
company.
1. Take inventory of current social
assets across the company.
2. Form a social media Center of
Excellence (CoE) to serve the whole
organization in terms of education,
measurement and tool deployment.
ENABLEMENT Give employees support
& flexibility to prosper and
reach their goals.
1. Once CoE is in place, trust your
employees to use their own initiative.
2. Encourage them to stay connected
and to learn from each other.
3. Give them templates to measure and
record social media results for
reporting purposes.
ENLIGHTENMENT Weave real-time market
response to business
processes and business
planning.
1. Make decisions based on real-time
business intelligence such as
customer ratings or reviews.
2. Achieve real-time customer
engagement by empowering
employees through a ‘holistic’ model.
3. Use real-time social data & insights to
make key business decisions.
Want to learn more? Then join your peers at
19-20 March 2013, Cyberview Resort & Spa, Kuala Lumpur, Malaysia
Social Media, Mobile and Cloud Technologies Transforming Customer
Expectations, Engagement and Their Experience
Unifying Multi-Channel Platforms to Effectively Manage The Total
Customer Experience
Highlights Include:
www.contactcentresasia.com
19-20 March 2013, Cyberview Resort & Spa, Kuala Lumpur, Malaysia
Website
Download Event Agenda http://www.contactcentresasia.com/Event.aspx?id=852262
Sources:
11 Biggest Social Media Disasters of 2012 http://mashable.com/2012/11/25/social-media-business-disasters-2012/ Social Media 101: Social Media Disasters http://www.slideshare.net/HorizonWatching/social-media-101-social-media-disasters#btnNext How to Avoid Social Media Crisis [Infographic] http://ijustdid.org/2012/07/how-to-avoid-social-media-crisis/ Social Business Readiness Report by Jeremiah Owyang http://www.web-strategist.com/blog/2011/08/31/report-social-media-crises-on-rise-be-prepared-by-climbing-the-social-business-hierarchy-of-needs/