I tried to share this but all the share button offered me was the video embedded in the blog. so here it is:
http://wheresmyjetpack.blogspot.com/
Monday, May 03, 2010
Social Media Mission Control
Sold on the idea that they absolutely just have to be involved in Twitter, Facebook and probably Foursquare at this point, businesses still fail miserably when it comes to social media. It's not really their fault. I blame the clowns at the agencies who made them believe how important it was in the first place.I tweeted recently about my disappointment with my insurance company - by name. (Hint: You're not really in good hands with them.) Within a day and a half, which is a long-ass time in social media, I got a reply on Twitter, though I'm sure they thought they were being quite timely. It was a very bland and corporatey response, something to the effect of, "Sorry. How can we help?" But the truth is, that's all they could say. Unfortunately, there is nothing they can actually do to help and they know that. They sent an adjuster out to the house who denied my claim, so I said they sucked on Twitter. Is their Twitter Response Team going to overrule the adjuster? Of course not. They responded just for the sake of responding, to avoid looking like an uncaring corporate entity with little regard for their customers' petty complaints. They call it Brand Reputation Management, which is a nice way of saying "Spray the Dog Shit with Lysol." It will stop stinking for a little while and maybe people will walk through the room and not notice it. Eventually it will dry up and stop stinking altogether.
