top social media disasters (and how to avoid them)

Most Shocking Social Media Disasters (and how to avoid them)

Top

Social Media

Disasters

(and how to

avoid them)

Top Social Media Disasters (and how to avoid them)

Source: IBM, Bill Chamberlin

McDonald's Promoted Trend Goes Wrong

Top Social Media Disasters (and how to avoid them)

Source: Mashable

Top Social Media Disasters (and how to avoid them)

Source: IBM, Bill Chamberlin

Top Social Media Disasters (and how to avoid them)

Source: Mashable

United Airlines

Top Social Media Disasters (and how to avoid them)

Source: IBM, Bill Chamberlin

Top Social Media Disasters (and how to avoid them)

Source: IBM, Bill Chamberlin

Motrin Pain Killer

Top Social Media Disasters (and how to avoid them)

Source: IBM, Bill Chamberlin

Why social media disasters occur? Lack of planning and preparedness – most

companies are quick to jump onto the latest social

media platforms without preparing for the threat of

future social media disasters.

SOLUTION Companies must climb the

Social Business Hierarchy of Needs (based on Maslow’s Hierarchy of Needs)

The SOCIAL BUSINESS HIERARCHY OF NEEDS

FOUNDATION Build a strong foundation

for a social business.

1. Define Clear business objectives for

using social media.

2. Establish policies to protect both

employees & customers in relation to

social media crises.

3. Provide basic training to empower

employees in using social media

tools.

SAFETY Organize a team & a

process to deal with and

respond to possible

crises.

1. Appoint a team to monitor and

respond to social conversations

around the clock.

2. Create a company-wide process for

responding to customers in real time.

3. Train your team by doing internal ‘fire

drills’.

FORMATION Coordinate social media

efforts across the whole

company.

1. Take inventory of current social

assets across the company.

2. Form a social media Center of

Excellence (CoE) to serve the whole

organization in terms of education,

measurement and tool deployment.

ENABLEMENT Give employees support

& flexibility to prosper and

reach their goals.

1. Once CoE is in place, trust your

employees to use their own initiative.

2. Encourage them to stay connected

and to learn from each other.

3. Give them templates to measure and

record social media results for

reporting purposes.

ENLIGHTENMENT Weave real-time market

response to business

processes and business

planning.

1. Make decisions based on real-time

business intelligence such as

customer ratings or reviews.

2. Achieve real-time customer

engagement by empowering

employees through a ‘holistic’ model.

3. Use real-time social data & insights to

make key business decisions.

Want to learn more? Then join your peers at

19-20 March 2013, Cyberview Resort & Spa, Kuala Lumpur, Malaysia

Social Media, Mobile and Cloud Technologies Transforming Customer

Expectations, Engagement and Their Experience

Unifying Multi-Channel Platforms to Effectively Manage The Total

Customer Experience

Highlights Include:

www.contactcentresasia.com

19-20 March 2013, Cyberview Resort & Spa, Kuala Lumpur, Malaysia

Website

Download Event Agenda http://www.contactcentresasia.com/Event.aspx?id=852262

Sources:

11 Biggest Social Media Disasters of 2012 http://mashable.com/2012/11/25/social-media-business-disasters-2012/ Social Media 101: Social Media Disasters http://www.slideshare.net/HorizonWatching/social-media-101-social-media-disasters#btnNext How to Avoid Social Media Crisis [Infographic] http://ijustdid.org/2012/07/how-to-avoid-social-media-crisis/ Social Business Readiness Report by Jeremiah Owyang http://www.web-strategist.com/blog/2011/08/31/report-social-media-crises-on-rise-be-prepared-by-climbing-the-social-business-hierarchy-of-needs/