Look who's talking
39
LOOK WHO’S TALKING Morriss Partee
-
date post
19-Oct-2014 -
Category
Economy & Finance
-
view
1.311 -
download
0
description
A presentation for credit union executives on how to respond to social media entries about their organization.
Transcript of Look who's talking
Service Measures
On-Brand ServiceOn-Brand Marketing
Financial Measures
Balanced Scorecard–Reinforce the Brand
Live the Brand!
©2005 EverythingCU.com and Denise Wymore
LOOK WHO’STALKING
Morriss Partee
WHAT WE’RE COVERING TODAY
• INTRO/BACKGROUND• MONITORING• RESPONSE• CASE STUDIES• RESOURCES
“MARKETS ARE CONVERSATIONS”
–THE CLUETRAIN MANIFESTO, 1999
WE LIVE IN A VERY DIFFERENT
WORLD
YOUR MEMBERS ARE LIKELY MORE PROFICIENT WITH
“SOCIAL MEDIA” THAN YOU ARE
Facebook Members
0
100
200
300
400
Jan 04 Jan 05 Jan 06 Jan 07 Jan 08 Jan 09 Jan 10Members
100 million
Founded
1 milHigh
Schools Regions
CoverFast Company
400 million
Total population of the United States
FACEBOOK HAS400 MILLION USERS
–Facebook statistics page
TWITTER HAS105 MILLION USERS–The Economic Times, April 15, 2010
MONITORING WHAT’S BEING SAID ABOUT
YOU
• TWEETBEEP• TWITSCOOP• YELP!• EPINIONS• GOOGLE ALERTS
ENTERPRISE-WIDE MONITORING• RADIAN6• HUBSPOT• SCOUT LABS• ATTENSITY360
RESPONSE
EVALUATE IF IT’S RESPONSE WORTHY
SEND IT TO THE RIGHT PERSON
WHEN RESPONDING:
ACKNOWLEDGE THE ISSUE
WHEN RESPONDING:
USE A HUMAN VOICE
WHEN RESPONDING:
APOLOGIZE
WHEN RESPONDING:
STATE ACTION STEPS TO RESOLUTION
WHEN RESPONDING:
GIVE SOMETHING AS A GESTURE OF GOODWILL
WHEN RESPONDING:
RESPOND PUBLICLY, AT THE SOURCE
NEVER:
CRITICIZE THE MEMBER
NEVER:
ASK TO THEM TO TAKE IT DOWN
NEVER:
RESPOND ANONYMOUSLY
CASE STUDIES
WORST BANK EVER
DARREN BAREFOOTVS. VANCITY
SHORT SALE DEPARTMENT
SICK AND TIRED OF FEES-TIME TO SWITCH
YOUR TURF-PLUMWALL
RESOURCES
WILLIAM AZAROFF, Monitoring your brand health
WILLIAM AZAROFF, Responding to bloggers
DREW McLELLAN, 6 Steps to take if your company is
criticized in a blog post
JOHN SOAT, Reputations at risk
MORRISS PARTEE, Motrin gives itself a migraine
CHRIS LOCKE et al, The Cluetrain Manifesto
RYAN UNDERWOOD, Tell us what you really think
LESLEY LAMBERT, BofA is on Twitter for the win
STEFAN BETZOLD, SM Monitoring Tools-an overview
DAN SCHAWBEL, Top 10 reputation tracking tools
DARREN BAREFOOT, I wanted to love Vancity, but
now I loathe them
CULLEN WATERS, Vystar CU - Worst bank ever
JEFFRY PILCHER, Fighting axe grinders and their
online vendettas
QUESTIONS
Photo credits:
Social Media Landscape: Fred CavazzaWeb: WildcardpoetMad Bunny and the big ear: Yves Lecoq
Social Media/Networking
Morriss ParteeChief Experience Officer
EverythingCU.com
[email protected]·535·0621
http://everythingcu.wordpress.comFriend me on EverythingCU, Facebook, Twitter, LinkedIn
