eCommerce #8: the scary power of activists, and managing consumer complaints #2 – 10 tactics
Following on from the 6 strategies this is what we have learnt, tactically, about the current online & social media environment. When responding to a complaint: Respond immediately, all hours. This is of paramount importance and a drag on resources. It is one of the only outward indications of our concern; conversely not responding can be [...]
eCommerce #7: the scary power of activists, and 6 strategies for managing consumer complaints
Companies either fear or embrace online consumer power. Knowing what to do creates confidence. Crowd behaviour is rapidly changing as people discover this power: online blackmail and extortion is down – we were involved in a wave of that; trolling/bullying is up; individual consumer complaints are increasing; community activism is evolving (look out for that!); [...]
eCommerce #6: The Scary Power of Activists, and the Law
Consumers are learning fast, that for the first time in history they hold an awesome amount of power. It’s a reversal. Traditionally powerful organisations that are used to manipulating the public (parliaments, news organisations, retail companies, advertising agencies) and others that rely on a certain aloofness (government bureaucracies, universities) are still waking up to this [...]
eCommerce #5: How activists can manipulate social media; and why companies are scared
Ever thought of using social media to right a wrong? Ever watched someone championing a cause that went viral? Ever wanted to create chaos in social media to ‘get even’? It happens all the time. One of the reasons companies are scared of the internet is fear of crowd behaviour and the loss of control. [...]
How to Activate Twitter’s New Widget and Cover Photo
It’s been months since Twitter have blessed the social media community with new material. Now its latest additions give brands an extra boost by allowing users to create widgets that can be embedded onto websites as well as a miniature cover photo, similar to Facebook’s Timeline that was launched earlier this year. While not many [...]
How NASA turned tech-talk into a successful social personality
These days the boring and dry corporate spiel doesn’t quite fit in with social media culture. However, the recent Mars expedition proved to us how NASA’s social media marketing team were able to translate dry technical jargon into an entertaining and witty social media personality… with a touch of curiosity, Martian style. How they did it [...]
Do We Want High Productivity? Australia’s tug-o-war and Financial Sustainability
There is a lot of discussion about Australia’s lack of productivity. It’s described as a curse, where it could equally be called a compliment. It’s a balancing act. This goes to the heart of the Wilkinson Group striving to help clients move towards sustainable ways of doing business. It’s a fundamental way of approaching public [...]
Wilkinson Group and social media – what we do
Our point of difference is we use our broader skills to make social media work. Based on high quality, this company has built its reputation on three pillars: Media Relations - traditional and social; Crisis PR; Sustainability PR – in the corporate and consumer sectors. For many of our clients these three pillars are integrated. They [...]
5 good reasons why CEOs should use social media
When it comes to social media and CEOs there has been a lot of conversation about how involved the company leader should be. In practical terms, CEOs are extremely busy and it is unrealistic for business leaders to become heavily involved in the day-day use of company social media. However, as the main spokesperson for [...]
eCommerce #4: Losing sleep over customer reviews? 7/10 say it matters.
How much attention should we pay to review sites? And how much should we encourage customers to review us on our own sites – a teeth-grinding-anxiety-causing exercise for many retailers? The below research gives us an indication (275 car buyers surveyed; we haven’t seen the methodology) for the car industry, and probably translates into other [...]
