searchengineland.com. N.d. Photograph. n.p. Web. 15 Sep 2013. <http://searchengineland.com/the-lasting-effect-of-memes-social-media-timing-150071>.
*Unrelated: I'm absolutely obsessed with Beyonce, See Here, and I hope she can find it in her heart to forgive me using this picture. #BeyHive :)
I'm a makeup girl. I sell it, I wear it, I blog about it. After reading this chapter, I was instantly reminded of the time I tweeted something along the lines as, "Anytime someone tells me they wear Bare Minerals, I know I shouldn't take them seriously when it comes to makeup." Boom. Shortly after Bare Minerals began following me on Twitter. I was dumbfounded, chuckled it off and thought nothing of it, until now. Nothing ever came of it. Bare Minerals never engaged me about my snobby disposition towards them or tweet me about their products. Therefore, I have no idea why they the started following me in the first place. However, it is obvious Bare Minerals is a company that does actively search what social media users are saying about their brand.
In Chapter 2: Social Media = Preventive Behavior, Qualman discusses how companies can effectively search what customers are saying about their brand and use this information to improve quality and customer service. Once a company searches for what is being said about them on social media, the next step is find an efficient way to address criticism within their realm of control, be it service or quality. The book states:
"This gets to another point on how savvy companies philosophically approach critical posts on the web. Ineffective companies that aren't in touch with their customers view negative posts as nuisances. These companies approach negative feedback by attempting to figure out how to technically scrub or manipulate it by means of posting bogus “good” user comments or applying pressure to the site(s) via anti–trademark infringement laws to remove the post."
On the other hand, the chapter says effective companies take advantage of critical online feedback by using the information productively instead of trying erase it. Critical feedback can be used to address individual issues or even become more competitive by making their products and services even better.
trackur.com. N.d. Photograph. n.p. Web. 15 Sep 2013. <http://www.trackur.com/the-social-media-memes-talking-about-your-companys-reputation-infographic>.
I was really surprised to learn that companies could post bogus reports - I rely on reviews and it's disappointing to learn this -- how can you trust anyone now?
ReplyDeleteMost likely they have a bot to follow anyone that mentions their name. I have seen company bots retweet absolute garbage talked about them, because the account was programmed to retweet base on brand mention only.
ReplyDelete@Barbara first and foremost rely on reviews that are verifiable legit. IE Amazon will put a verified purchaser if the reviewer signed in to review with an account that is actually shown to have actually purchased the item.
If I can' rely on such a system, I tend to check consumer blogs such the consumerist and reputable reviewers such as consumer reports