Social networks are making people more likely to complain online
LexisNexis last week announced the results of a survey that should make brand managers / online marketers / customer service departments take notice:
- Just over half polled said that if they are unhappy with something they have bought or used they will complain about it online
- 60% of people have chosen not to buy or use a product or service after reading negative comments about them online
- 67% of complainants made online were ignored, leaving customers to act as detractors online
The lesson is that companies who fail to monitor their brand online are missing an important opportunity to turn unhappy customers around, or gain new ones if negative comments aren’t addressed.
PR community split over paying bloggers in PRWeek poll
A straw poll run on PR Week about whether it is acceptable to pay bloggers for favourable coverage divided the PR community last week. 57 per cent agreed that it was unethical to pay blogger, but “a significant minority (43 per cent) believed that it was acceptable for bloggers to accept such payments”. A surprising finding indeed, and Robin was quoted in the article responding:
The results of the PRWeek poll only show the naivety towards social media in the PR industry; they haven’t got their heads round it and aren’t set up for it.
ITV.com on social media and engagement
This interview with ITV’s social media manager Ben Ayers makes for an interesting read, as he discusses key platforms used by ITV to get closer to fans (notably Facebook and Twitter) and his views on future growth areas for social media in general. Listening to the opinions of fans and feeding this back into production is a core element of ITV’s online activity, as is working with a wide variety of stakeholders (web editors, operations teams, show producers) in order to maintain their social media presences.
The Battle of Big Thinking
Last week was Campaign and APG’s Battle of Big Thinking at the British Library, an annual event where leading strategists compete for the coveted ‘biggest thinker’ prize. We Are Social’s very own Sandrine Plasseraud was up against Jeremy Ettinghausen, digital publisher at Penguin and VCCP’s Amelia Torrode. In case you missed it, Gordon Macmillan, Haymarket’s social media & international editor, captured it all in his ‘live blog’ of the day.
Study: Inc. 500 CEOs Aggressively Use Social Media for Business
The Center for Marketing Research at the University of Massachusetts Dartmouth conducted a study for the third year in a row, about the usage of social media among Inc. 500 companies. Respondents were asked about their usage and familiarity with six types of social media tools (blogging, podcasting, online video, social networking, message boards, and wikis) and according to the study, social media usage has definitely grown in the last year:
- 91% of companies (compared to 77% in 2008) reported that they use at least one social media tool
Some other interesting finds:
- 44 percent of companies without a company blog say they plan to start one
- 34 percent of companies reported that they were using social media to communicate with vendors and suppliers
The key takeaway is that smaller organizations are innovating with social media marketing strategies, as there is more room to “for innovation because it requires less processes to adopt”.
LinkedIn hits 3 million members in the UK
Professional social networking site LinkedIn reached an important milestone last week, when it announced they’ve racked up 3 million members in the UK on the company’s blog.
We’ve watched the British professional community take to the site with the sort of industrious enthusiasm that typifies the way business is done in this country.
On that note, perhaps this is a good time to mention our LinkedIn group?
Twitter Declared Most Popular English Word of 2009
And last but not least, the Global Language Monitor, which tracks language trends, declared Twitter this year’s Most Popular Word in English… Enough said.