Improve Branding Through Social Media
Turning your customers and critics into brand ambassadors
- Duration 5:28
- Date Nov 3, 2011
Turning your customers and critics into brand ambassadors
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Got a very fascinating at topic for all the people that leveled the digital staff and tech stuff out there -- you talk a lot about on -- Josh Marc is joining us here on cities as CEO and co-founder of congress social and tell us a little bit about this and if you're a website as well -- we -- we got conversational.
Dot com how does this work and how do you healthy.
We'll improve their brand into social media such companies building up these big FaceBook pages and Twitter accounts -- great moment thing bits into a conversation and if that customers are using those I'll ask questions you -- complaints and right now it is such a flood of comments that companies are really struggling to do about.
And we sing a lot of the biggest companies -- are ignoring all the customers.
Source software helps -- manage that connection and surely comes from questions and thanks again.
How do you identify that accompany her situation where you felt like okay they're missing out on live hearing but what do you specifically give you sit down with him and he gave depictions -- Taliban.
This is how we can improve you know your company's profile in your branding marketing.
So I -- part of missile weapons but more of it is that companies have customer service agents who trains don't want to questions rats in a minute and -- plugged into FaceBook pages and Twitter accounts.
But customers are going there in -- complaining and asking questions.
So part of -- providing us who were part of essentially helping them understand how they train that there and rats down to answer questions publicly on FaceBook and publicly on what.
Okay see it I didn't I see how this -- -- from his social media fantastic -- it reached a lot more people but then they can become disgruntled that they feel ignored her alienated because I'm.
Part of the -- keen attention to their comments at their feet back that's very difficult students -- manage that especially with the vast number.
The inquiries that are coming in or comments.
On any given day -- a have a hard time doing it myself just with what I get from people on.
FaceBook and what are -- so -- an official level -- You know makes these people are you making real complaints -- collect friends see that he -- that front -- and is visible to everyone in the whole world.
And -- people thought Chiming in and they can share in -- become a real issue companies and really.
Canon and -- -- sending out a boycott and you're like they travel.
OK so also -- and we have a graphic here and I think which brands are responding to increase on their FaceBook page and how quickly.
-- -- so we've just been doing a study America.
All the talk need to homes those retailers in the US and things haven't formally -- -- one of the really surprising thing is that Safeway -- one of the best.
Really responding to almost -- -- that resolving real questions or complaints the on the FaceBook page on the world will there -- -- -- would just ignoring every law.
-- -- -- -- -- And we want to we want -- dare we want the social media there at the death sentence Tosca you're saying is that -- -- anyone clients.
It sells some hot stuff Sunday -- -- his people coming anyway they're like field of dreams you know the -- people.
-- -- don't realize -- may not realize snippets of these pages up from mom saying the Boston mouth matches but it's it's you I think amendment they might just not realize how many genuine questions.
The complaints -- getting.
But that -- people are going to move with customers and we found we look through all of the retailers and and thousands of customers became only 35% actually got a response.
-- about central completely ignored American -- from.
Old -- if somebody were to get involved with your company -- going to be like dead how -- What's the percentage have you been doing some studies -- about how right you could increase yeah well the minister responds 100%.
Outside thanks hit exactly my -- Okay so when you sit down and go I'm over this for the company how quickly -- be able to implement.
A program like this if it if it's just good you'd think everybody would just do it because there's only an upside.
I was there and one of the most difficult things for companies instruction set up a social customer service team and resource it properly implement.
With some -- biggest customers they've gone from zero -- -- a freshman in two weeks.
I'm really trying to -- very simple reason people for your products are happy that.
Okay and that you guys are headquartered in London right so you vaccine up and branching out yourself to come into the add an American market -- -- -- that's.
Pretty profitable -- we got a -- oddities here -- need to respond a lot of Americans now it's like yeah yeah you think the -- and yeah it's good thing going on.
So and -- see here it says that that you guys across within thirty million customer service interactions on.
-- some media.
Yes that's wrong but in many comments questions -- -- with your -- performances like from the central.
And his brilliant and hasn't 2.5.
Million per month that an unbelievable.
So organizations like -- I TV February University of Phoenix yeah.
Using this that software as a service yeah I mean it's a lot of our retailer's health -- television financial services.
And only setting up these big pages and then the selling directly to consumers and getting -- consistency -- Okay -- -- question so you know valid on your Twitter to get back in the days.
The customer was always liked him but I don't know -- I feel like that is still the enhancement social media hasn't made it.
More easy for customers to have an impact on these companies or at least components just we don't care what they say there's not -- point of not acting even.
-- so it's getting more powerful for customers you know I think for a long time and if -- a celebrity or you're a journalist he knew he was easy to ignore you -- -- cup final recourse and so you know you and they give you can respond soon.
You and really going to happen.
Now you don't have to be famous anymore yet you consistently really upset about a friend on FaceBook -- whether people sharing and shared -- -- Wii Fit.
And before long a small tiny consumer who would they would have involved before -- on this massive PR issue for them.