November 25, 2011
Branding: Unique Voices & Humanization of the Web
Brands are trying to figure it out and get their "head around" community. Yet, community managers don't necessarily communicate with corporate marketing or PR. Someone said on a panel at BrandsConf in New York City in late October that customer service doesn't belong in PR.
I thought, are you kidding? If PR doesn't care about the customer, then companies are hiring the wrong PR people. If PR doesn't live and breathe to make the customer happy because it's something that makes their hearts sing, then they're not in the right job. PR should be instrumental in shaping that "human voice" on the web.
How do brands arrive at their human voice on the web? Dan Neely (@dneely40) CEO at Networked Insights, IBM's Ed Abrahams (@ibm), Oglivy's SVP of Digital Influence Gemma Craven (@gemsie), Jeff Simmermon (@jeffTWC), Director of Digital Communication, Time Warner Cable and Rachel Tipograph (@racheltipograph), Director, Global Digital and Social Media at the Gap discussed highlights, lowlights and provided some of their own tips and lessons learned.
Says Jeff, "The data is just about how stories get told. There's a story that your customers are trying to tell you and when you listen, then you deserve to tell a story back. If effective, you can either be a hero or a loser."
Says Ed, "Your marketplace will tell you what your value is. Secondly, stay true to your beliefs and third, do not be defensive, but rather use that feedback as leverage."
Says Dan, "Make sure your goals are wrapped up in business metrics, not social media metrics. Be real and listen for what your customers want, integrating that into your plan."
Says Rachel, "Define your shared interest in your community and listen to what they want, then deliver that to them."
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