sentientbeing - latest comments http://www.sentientbeing.co.za/rss-comments.q Comments on sentientbeing Sarah on They are in the marketing - not miracles - department http://www.sentientbeing.co.za/post/335/469/they-are-in-the-marketing-not-miracles-department http://www.sentientbeing.co.za/post/335/469/ Sarah 2010-04-21T17:57:00+00:00 Wed, 21 Apr 2010 17:57:00 +0000 @Richard - thanks for this feedback.

I think your use of the phrase 'complaint resolution'is the key here.

Of course marketing has a role as the complaint is on a public forum and therefore a brand issue. But the resolution of the compalaint is where the whole buisness needs to get involved.

By drawing a line between the two activities, communications departments can define their role in the process.

Valuable insight. Thank you

]]> @Richard - thanks for this feedback.

I think your use of the phrase 'complaint resolution'is the key here.

Of course marketing has a role as the complaint is on a public forum and therefore a brand issue. But the resolution of the compalaint is where the whole buisness needs to get involved.

By drawing a line between the two activities, communications departments can define their role in the process.

Valuable insight. Thank you

Comment on "Sarah on They are in the marketing - not miracles - department"

]]> Richard Wright on They are in the marketing - not miracles - department http://www.sentientbeing.co.za/post/335/468/they-are-in-the-marketing-not-miracles-department http://www.sentientbeing.co.za/post/335/468/ Richard Wright 2010-04-21T08:28:44+00:00 Wed, 21 Apr 2010 08:28:44 +0000 A problem or complaint on a social media platform is not really that much different from a complaint published on public forum (think mybroadband etc).

The reasons businesses seem to be afraid of social media is because issues can go viral quickly and the conversation is essentially out of the business's control.

Setting up a good ORM and social media engagement process will allow companies to understand the conversation and will force transparency in dealing with customer queries.. not a bad thing for both business and consumer..

complaint resolution in the social media space is new in South Africa, getting it right means marketing and customer care can continue to do their jobs normal as normal, however marketing will have their hands on some valuable data when formulating strategies.

]]> A problem or complaint on a social media platform is not really that much different from a complaint published on public forum (think mybroadband etc).

The reasons businesses seem to be afraid of social media is because issues can go viral quickly and the conversation is essentially out of the business's control.

Setting up a good ORM and social media engagement process will allow companies to understand the conversation and will force transparency in dealing with customer queries.. not a bad thing for both business and consumer..

complaint resolution in the social media space is new in South Africa, getting it right means marketing and customer care can continue to do their jobs normal as normal, however marketing will have their hands on some valuable data when formulating strategies.

Comment on "Richard Wright on They are in the marketing - not miracles - department"

]]> Sarah on They are in the marketing - not miracles - department http://www.sentientbeing.co.za/post/335/467/they-are-in-the-marketing-not-miracles-department http://www.sentientbeing.co.za/post/335/467/ Sarah 2010-04-20T19:06:28+00:00 Tue, 20 Apr 2010 19:06:28 +0000 @dippies: Exactly! Thanks.

]]> @dippies: Exactly! Thanks.

Comment on "Sarah on They are in the marketing - not miracles - department"

]]> dippies on They are in the marketing - not miracles - department http://www.sentientbeing.co.za/post/335/466/they-are-in-the-marketing-not-miracles-department http://www.sentientbeing.co.za/post/335/466/ dippies 2010-04-20T18:49:33+00:00 Tue, 20 Apr 2010 18:49:33 +0000 Yah, true the comms people must solve the comms problem but they cant without the product people or engineering or ops people. marketing people are there to communicate, not to solve the problems of every other part of the business!
really is human nature -- if someone else is holding the ball, the rest step back and wait for them to deal. with social media its often marketing holding other people's balls.
wait... that came out wrong.

]]> Yah, true the comms people must solve the comms problem but they cant without the product people or engineering or ops people. marketing people are there to communicate, not to solve the problems of every other part of the business!
really is human nature -- if someone else is holding the ball, the rest step back and wait for them to deal. with social media its often marketing holding other people's balls.
wait... that came out wrong.

Comment on "dippies on They are in the marketing - not miracles - department"

]]> bbflames on They are in the marketing - not miracles - department http://www.sentientbeing.co.za/post/335/465/they-are-in-the-marketing-not-miracles-department http://www.sentientbeing.co.za/post/335/465/ bbflames 2010-04-20T17:48:35+00:00 Tue, 20 Apr 2010 17:48:35 +0000 well it is a marketing problem because the bad experience has been aired on a public platform. sure the business needs to deal with the complaint if it is valid, and look at their opperational failings. But the public comunication fallout needs to be managed and that should be done by a media communications expert.

]]> well it is a marketing problem because the bad experience has been aired on a public platform. sure the business needs to deal with the complaint if it is valid, and look at their opperational failings. But the public comunication fallout needs to be managed and that should be done by a media communications expert.

Comment on "bbflames on They are in the marketing - not miracles - department"

]]> Nelisa on Glossy Women’s Magazines. Where Feminism Goes to Die http://www.sentientbeing.co.za/post/329/464/glossy-womens-magazines-where-feminism-goes-to-die http://www.sentientbeing.co.za/post/329/464/ Nelisa 2010-03-17T14:05:46+00:00 Wed, 17 Mar 2010 14:05:46 +0000 I agree, well written. And sadly most times they seem to RECYCLE their articles at-least more than once. I know with everyone going green they might be tempted to also adopt the 3R strategy, but at-least worn the buyer in advance.

]]> I agree, well written. And sadly most times they seem to RECYCLE their articles at-least more than once. I know with everyone going green they might be tempted to also adopt the 3R strategy, but at-least worn the buyer in advance.

Comment on "Nelisa on Glossy Women’s Magazines. Where Feminism Goes to Die"

]]> Margo on Group mails and why I hate them http://www.sentientbeing.co.za/post/304/463/group-mails-and-why-i-hate-them http://www.sentientbeing.co.za/post/304/463/ Margo 2010-03-16T13:25:39+00:00 Tue, 16 Mar 2010 13:25:39 +0000 "The Chubby Succulent" indeed! Not only are you a VBM, you're sucking tequila shooter ideas out of a rudely-named restaurant! I trust you were all duly punished by horrific hangovers :-D

]]> "The Chubby Succulent" indeed! Not only are you a VBM, you're sucking tequila shooter ideas out of a rudely-named restaurant! I trust you were all duly punished by horrific hangovers :-D

Comment on "Margo on Group mails and why I hate them"

]]> Cialis on Glossy Women’s Magazines. Where Feminism Goes to Die http://www.sentientbeing.co.za/post/329/462/glossy-womens-magazines-where-feminism-goes-to-die http://www.sentientbeing.co.za/post/329/462/ Cialis 2010-03-08T06:38:05+00:00 Mon, 08 Mar 2010 06:38:05 +0000 fjO1Xn Excellent article, I will take note. Many thanks for the story!

]]> fjO1Xn Excellent article, I will take note. Many thanks for the story!

Comment on "Cialis on Glossy Women’s Magazines. Where Feminism Goes to Die"

]]> Rob on Glossy Women’s Magazines. Where Feminism Goes to Die http://www.sentientbeing.co.za/post/329/453/glossy-womens-magazines-where-feminism-goes-to-die http://www.sentientbeing.co.za/post/329/453/ Rob 2009-11-24T10:09:26+00:00 Tue, 24 Nov 2009 10:09:26 +0000 Am just miffed that this was said by a man. Well done! I agree completely

]]> Am just miffed that this was said by a man. Well done! I agree completely

Comment on "Rob on Glossy Women’s Magazines. Where Feminism Goes to Die"

]]> Roger on Glossy Women’s Magazines. Where Feminism Goes to Die http://www.sentientbeing.co.za/post/329/441/glossy-womens-magazines-where-feminism-goes-to-die http://www.sentientbeing.co.za/post/329/441/ Roger 2009-09-25T11:06:09+00:00 Fri, 25 Sep 2009 11:06:09 +0000 I'm sure many young people are capable of reading an intelligent article of more than ten bullet points. Especially if they're interesting bullet points. :)

]]> I'm sure many young people are capable of reading an intelligent article of more than ten bullet points. Especially if they're interesting bullet points. :)

Comment on "Roger on Glossy Women’s Magazines. Where Feminism Goes to Die"

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