Social Media Crisis Management

Gini Dietrich Co-Hosts #Blogchat TONIGHT on Using Your Blog As a Communication Tool During a Crisis

November 2, 2014

Here’s the transcript from tonight’s #Blogchat with Gini! I’m thrilled to welcome Gini Dietrich as #Blogchat co-host tonight for the first time!  I’ve been wanting to have Gini co-host #Blogchat for a couple of years now so I’m happy it is finally happening. Gini will be talking to us about How to Use Your Blog […]

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Your Brand’s Legal (and Practical) Options for Addressing Negative Comments

March 18, 2014

Sooner or later, your brand will receive a negative comment or bad review. Some posts will come from actual customers, others from competitors hoping to poach your customers. Still others will come from trolls: people who have never bought from you, will never buy from you, and seemingly have nothing better to do than make […]

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This is Exactly Why Brands Hate Social Media

December 3, 2013

So over the Thanksgiving weekend there were two big ‘stories’ being covered by all the ‘entertainment’ blogs and bouncing around Twitter.  The first was where a guy got on a plane and claimed to have gotten in a ‘feud’ with another passenger.  He detailed how she was mean and inconsiderate, then proceeded to bully her […]

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Your Complete Guide to Responding to Angry Customers Online

November 19, 2013

Yesterday we covered the three types of people that you will encounter leaving negative comments about your brand: Angry customers, passionate fans and trolls.  Check out yesterday’s post for help on how to identify each and advice on how to respond to each. Today, I wanted to do a deeper dive into how your brand […]

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Your Field Guide to What it Means When Someone Complains About Your Brand Online

November 18, 2013

It can be a scary (online) world out there, y’all. For brands, this online world is particularly scary because they are very visible targets.  There’s no shortage of complaints and negative comments being hurled at them.  What’s worse, if they ignore the comments, they tend to multiply.  What’s even worse, most brands aren’t sure how […]

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The Common Sense Guide For Brands That Want to Show Support Without Looking Like Asshats

November 13, 2013

One of the themes last week at #SoMeT13US was how do you create social media content that communicates that your brand supports people involved in a tragedy or situation, without giving them impression that you are simply trying to leverage the situation to promote yourself? First, you don’t do this: Here, Randi has taken a […]

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Putting Out a Social Media Firestorm BEFORE it Starts!

May 8, 2013

Note: A version of this post appeared in this week’s Think Like a Rock Star newsletter.  If you would like to subscribe, click here. Last week when I was in Nashville something interesting happened: I was primarily in town to talk about Think Like a Rock Star with the Nashville chapter of the AMA at their […]

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How Maker’s Mark Avoided a Social Media Firestorm By Listening to Their Customers

February 18, 2013

Although I am not a drinker and haven’t consumed a drop of bourbon in my life, I am a big fan of how Maker’s Mark strives to have a close relationship with its customers.  In fact I did an extensive case study on the company’s excellent brand ambassador program for Think Like a Rock Star. […]

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Subscribe to My Social Media Marketing Newsletter!

March 22, 2012

Starting next Wednesday, I’ll be running a weekly newsletter in addition to (almost) daily posts here.  The content focus will be slightly different, however. Here, I cover Social Media primarily, but a blend of content that can benefit the individual, as well as those that are using Social Media for their company.  But this newsletter […]

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Case Study: How Fed-Ex Responded to a Customer’s Viral Video…With Its Own Video

March 19, 2012

It really is the doomsday scenario for a big brand, in this case, Fed-Ex.  One customer has a horrible experience with a delivery.  A computer monitor is ‘delivered’ when the Fed-Ex driver casually tosses the monitor over the customer’s gate. Even though the customer was at home. And the front door was wide open. And […]

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What Ragu just taught us about how big brands should use Social Media and connect with influencers

October 6, 2011

I am loathe to blog about a topic when it seems that everyone in the ‘Social Media Bubble’ has already covered it, but the recent spat between Ragu and Social Media-savvy dads just keeps pulling me back in. First, above is a list of the tweets that @RaguTweets sent out to ‘influential’ dads on Twitter […]

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