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February 24, 2009
The Twitter rep
A quick note about two upcoming events for our sister site, the Society for Word of Mouth:
Scott Monty has been Ford's head of social media the past year, a job he's performed extremely well. He's the company spokesperson in the word-of-mouth jetstream of Twitter, a job that requires plenty of technical, interpersonal, emotional and political skills. He'll explain what it takes to be successful in this new-frontier position in a SWOM webinar on Wednesday, March 4.
Here's Scott explaining Ford's approach to social media:
Tomorrow, Feb. 25, we'll host a webinar with pioneering author and buzz-explainer Emanuel Rosen. He'll explain how buzz spreads from person to person, network to network.
Other blogs that reference The Twitter rep:
he sure looks as cool as a bean counter.
The use of Twitter in big companies is growing but few seem to use it as a customer service tool. I see lots of spamming and marketing and selling but not much reputation management. We took a conscious decision to 'listen' to what people were saying about The Carphone Warehouse and try to turn around any negative comments. We have two accounts - one Corportate www.twitter.com/carphoneware which we use to thank customers for positive tweets, share company successes/comments etc - one personal on behalf of Carphone www.twitter.com/guy1067 where we can add more personal comments and opinions and get straight to the heart of the issue. We're having some stunning success using this approach see: http://is.gd/ltCw
http://is.gd/ltDH
I agree with the Ford approach - listen to your customers and respond appropriately. It really pays off
Anne -- I like the philosophy of listening rather than telling and selling. Smart stuff.
