Social media
While in some ways social media has made communication easier, it’s made many digital lives — and digital marketing — infinitely more complex with Twitter, Facebook, Foursquare, YouTube, Quora and myriad other platforms and tools competing for time, attention and dollars. But 2011 is the year it gets a little simpler.
As some of you already know, I have recently been to a conference in Skopje, Macedonia. The conference “Glocal: Inside Social Media” was hosted by the New York University Skopje and had a great line-up of practitioners as well as academics. Here is a short summary from the offcial blog on my presentation:
“Social media is people having conversations and interactions,” underlined Oliver in his presentation, clarifying that it’s not about a group of individuals broadcasting as a company, which would not mean ‘social’ anymore. “It’s about people having conversations, people having to listen, and not only to speak. Communication has changed.” Read more
The failure of Delta to respond in time on Twitter (or actually any communication channel) is more than irritating, as the airline industry already had its “bad behavior” example beginning this year when Ryanair failed to answer a consumer complaint in a fashionable way. There was a lot of buzz in the marketing community and you would expect an airline like Delta to learn from competitor’s mistakes.
The statement “We will align our social-media strategy to be in sync with our other communication vehicles for the benefit of our customers and employees.” leaves the consumers at least with the hope the industry is going to change soon towards a positive customer experience. However, I wrote such a statement already a couple of months ago after the Ryanair case and obviously nothing has really changed…
Read more on AdAge: Southwest Reaches Out to Reassure Customers, While Angry Passenger Lays Into Delta
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