Direct Marketing Observations

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The customer experience slips through the cracks for Regal Entertainment Group

Direct Marketing Observations

The mine field is littered with companies that have not done a good job in this area. Companies need to be prepared for this-even if it never happens. You never know when groups, large groups, will take to social networks, large social networks and complain about your company. The most recent is obviously BP Oil.

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There are no take backs in social media…

Direct Marketing Observations

I joined a private group in Facebook. It was a fun irreverent group of like minded professionals initially talking about the stuff, the challeneges , and the issues we face every day. But the tone of the group slowly shifted or evolved into something I didn’t really recognize anymore. He wasn’t part of the group.

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Why is the Customer Experience so Hard to Deliver On?

Direct Marketing Observations

It’s 2015 and companies left and right keep talking about their new mandate of delivering on a quality customer experience. You might want to say this out loud: “Companies just now, are starting to actually care and do something about me, the customer.” You can write 1000 words diatribes praising or bashing a company.

Compete 100
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The Enterprise Conundrum-Adapt, Adopt or Do Nothing?

Direct Marketing Observations

What struck me about this group, was how little they knew and how little really had an impact on their day to day jobs. Now back to the other group. Or does the enterprise merely adopt certain social media practices into certain elements or departments within the company? What struck me about Toby and Geoff?

Web 2.0 122
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10 social links you need to bookmark

Direct Marketing Observations

4) The Social Media Group this past week rolled out the “ Social Media RFP , which is essentially a working document on what companies of all sizes should be looking for when hiring a social media consultant or firm. Pay attention to the second 50. Handy, for those of us with thousands of bookmarks. which is invaluable.

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In social media, cluttering the space, confuses the topic

Direct Marketing Observations

I also told a group of 400 parents and educators that anyone under the age of 16 doesn’t need to be on a social network. On the one hand I will tell a company that they are missing the boat because they are neither a social brand or a social business. She’s 14. I got a standing ovation for that one. Why the flip-flop?

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What drives participation in a social network?

Direct Marketing Observations

We become “part&# of the dynamic of the group, of the community. You are a creator and you’re validating yourself for the group. Social Media flash mobs go nuts over corporate missteps-they validate each other in unison and then are further validated by Twitter, blogs and reaction from the company itself.