I wanted to shoot out a quick post today due to the many recent fails occurring right now. Brands need to understand that the days are gone where a dissatisfied customer tells 10 of their friends when they are unhappy with your company. With the rise of social media, we now tell thousands and thousands.
Now if you are a brand, large or small, and still ignoring social media or doing it poorly, you may be in significant jeopardy. Whether you are active in the social graph or not, consumers are. They are talking about you. The good the bad and the ugly are being discussed and shared.
If you wish to stay out of this lovely game called Social Media Hot Potato, and intend on keeping your logo off this darling spud, get active. Larger brands need to deploy social media monitoring and analytics tools, such as Mantis Pulse - @mantispulse. Listen to the discussion and proactively respond and manage the story quickly. Senior executives must have access to this information and make quick business decisions that head off being forced to catch and hold the hot potato.
Smaller brands as well must not ignore the conversations and move quickly to respond and engage. Show your audience that you hear them and empathize with their feelings.
Don’t get caught holding the hot potato that will literally burn you and your company. Realize that the power of social media is real and not going anywhere, anytime soon.