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The Powerful Consumer GMA May 09

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Myra Golden
Myra Golden

Keynote presentation at 2009 GMA Consumer Complaints Conference. The impact of social media on brand credibilty

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The POWERFUL Consumer Social Media’s Impact on Brand Equity and Credibility Grocery Manufacturers Association New Orleans, May 8, 2009 Myra Golden www.MyraGolden.com
“ A brand is no longer what we tell the customer it is. It is what consumers tell each other it is. ” —Scott D. Cook Director, The Procter & Gamble Co .
 
 
 
 
WAY?SM?
Social Media Blogs, product review sites, message boards, YouTube, Twitter, FaceBook… What is
The Problem ,[object Object],[object Object],[object Object]
1 Start monitoring social media 2 Get involved in the conversation
WHAT you need to monitor
At a minimum , you need to monitor ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
 
 
HOW to monitor Social Media
(Free) Social Media Monitoring Sites ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
 
 
 
 
 
 
 
 
Getting involved in online conversations
 
 
 
Travel Tip Tuesday
JetBlue connects w/customers by promptly answering questions, resolving issues, and by using a friendly tone in “Tweets”.
 
Starbucks does a terrific job of having conversations with followers and offering quick replies to ALL posts. LA1
Setting Up Your Own Social Media Team ,[object Object],[object Object],[object Object],[object Object],[object Object]
Social Media Team Best Practices ,[object Object],[object Object],[object Object]
1 Engage consumers you might not reach otherwise 2 Builds loyalty 3. Problem resolution w/ customers that might not otherwise complain 4. Surprise & Delight opportunity
Q & A ,[object Object],[object Object],[object Object],[object Object],[object Object]

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The Powerful Consumer GMA May 09

  • 1. The POWERFUL Consumer Social Media’s Impact on Brand Equity and Credibility Grocery Manufacturers Association New Orleans, May 8, 2009 Myra Golden www.MyraGolden.com
  • 2. “ A brand is no longer what we tell the customer it is. It is what consumers tell each other it is. ” —Scott D. Cook Director, The Procter & Gamble Co .
  • 3.  
  • 4.  
  • 5.  
  • 6.  
  • 8. Social Media Blogs, product review sites, message boards, YouTube, Twitter, FaceBook… What is
  • 9.
  • 10. 1 Start monitoring social media 2 Get involved in the conversation
  • 11. WHAT you need to monitor
  • 12.
  • 13.  
  • 14.  
  • 15.  
  • 16. HOW to monitor Social Media
  • 17.
  • 18.  
  • 19.  
  • 20.  
  • 21.  
  • 22.  
  • 23.  
  • 24.  
  • 25.  
  • 26.  
  • 27. Getting involved in online conversations
  • 28.  
  • 29.  
  • 30.  
  • 32. JetBlue connects w/customers by promptly answering questions, resolving issues, and by using a friendly tone in “Tweets”.
  • 33.  
  • 34. Starbucks does a terrific job of having conversations with followers and offering quick replies to ALL posts. LA1
  • 35.
  • 36.
  • 37. 1 Engage consumers you might not reach otherwise 2 Builds loyalty 3. Problem resolution w/ customers that might not otherwise complain 4. Surprise & Delight opportunity
  • 38.