Peter Wilkinson
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. [...]
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 [...]
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 [...]
SEO – shedding light on the Dark Art
SEO is such a tough topic to describe to a client. To clear the fog of confusion, the below Forbes article (including the comments) may be helpful – it is really well written (compliments to Ken Krogue). Essentially there is internal and external SEO and then there is SEO that is legitimate and SEO that is [...]
Is LinkedIn useful? Thanks folks, in this crisis, you were a valuable resource…
On Friday, July 20, a fire destroyed a factory near Sydney. We were asked to provide the crisis&recovery and media support. We are reasonably confident in most areas of crisis&recovery and we know fires can have a profound impact on individuals. So the critical issue for us was not to miss the unexpected, something that [...]
eCommerce #3: 9 Tips on Managing Negative Customer Reviews
We are entering an era when people are gaining courage/enthusiasm to post customer reviews – mostly negative – on public sites or forums. It’s causing massive anxiety within companies. Turning this negative into a positive is hard. In the below insightful WSJ article, up to “24% of small and midsize businesses in the U.S. currently [...]
