Tymado Multimedia Solutions | Social Media
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Social Media

Red Robin

19 Jun Red Robin makes offensive vegetarian remark and worse apology

Red Robin launched a tv ad campaign to promote 24 types of burgers, including a garden burger, "Just in case your teenage daughter is going through a phase." The comment, meant to be a lighthearted way of promoting the burger, according to a Red Robin spokesperson, set off outrage among the vegetarian and vegan communities. While I think we tend to take ourselves a little too seriously sometimes, the commercial does poke fun of the very people who might consume the product. A little odd.
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Amanda Palmer

18 Jun Social media guru and punk rocker Amanda Palmer – My strange mentor

Amanda Palmer and I have little more in common than our names. She, a punk rock, controversial, exhibitionist type. I, a conservative, politically correct, get-nervous-in-front-of-my-gynecologist type. I've only actually listened to one of her songs. And frankly, I wasn't a fan. (If you happen to pull up the particular video I watched, "Do it with a rock star" is probably not suitable for work. Who would have guessed, right?) But somehow, I'm strangely drawn to Amanda Palmer.
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Faces of social media

27 May Saving a social media nightmare

After a bad customer service experience, I took to social media to try to get a resolution and let others know about the poor service. Unfortunately the company has yet to respond. Sadly, it appears the company might have lost more than my family's business from this incident. While I'm hardly an objective party in this case, I know a thing or two about responding to complaints.
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Complaints

25 May How to Turn Complaints into Customers

What do you do when your business gets a complaint? Ignore it? Get defensive? Do the very least to smooth things over? Consumers have a lot more power to help or hurt a business than they have ever had before. Twenty years ago you might have been able to sweep the dirty little detractors under a rug. But now, one person can tell the whole world (or at least enough of it) about the guitar you broke, their crappy cable service or the refund you wouldn't give.
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How Consumers Can Complain Effectively

15 Aug How to Complain to Get What You Want

I was recently asked how best to complain via social media in a civilized and concise manner. The question got me thinking. Is social media the best way to complain in the first place? Companies are still not monitoring social channels as actively as they should. In one Maritz research and evolve24 study of 1,298 Twitter complaints, only 29% of users  received a response from a company. So what is a consumer to do?

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Social Media Response Flow Chart

28 Jun Develop a Comment Monitoring Policy… Or use this one

If you're going to use social media, then embrace commenting. Don't just tolerate comments. Don't just accept comments. Interact. Comment back. If you are a company of one person, you may not need a policy for responding. Otherwise, before answering comments, develop some rules to live by. If you're too busy, you can download the Social Media Response Flow Chart I already created for you.
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27 Jun Why You Need a Comment Policy and What it Should Look Like

People are going to say negative things about your brand. It's going to happen and there's nothing you can do about it. Or is there? Well, you could hit delete. But should you? Before you do anything, it's a good idea to have a clearly posted policy for commenting. If you delete comments first, then you run the risk of closing the communication channel that you are trying to create. Sure, if the comment is outright vulgar, illegal or pure spam, you can delete without much fear of repercussion. (Unless you are a government agency, but that's for another post.) But, if the comment is simply negative publicity, then a comment policy will help to determine whether or not it is allowed.
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