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Service Measures
On-Brand ServiceOn-Brand Marketing
Financial Measures
Balanced Scorecard–Reinforce the Brand
Live the Brand!
©2005 EverythingCU.com and Denise Wymore
LOOK WHO’STALKING
Morriss Partee
Monday, June 14, 2010
WHAT WE’RE COVERING TODAY
• INTRO/BACKGROUND• MONITORING• RESPONSE• CASE STUDIES• RESOURCES
Monday, June 14, 2010
Monday, June 14, 2010
“MARKETS ARE CONVERSATIONS”
–THE CLUETRAIN MANIFESTO, 1999
Monday, June 14, 2010
MONITORING WHAT’S BEING SAID ABOUT
YOU
Monday, June 14, 2010
• TWEETBEEP• TWITSCOOP• YELP!• EPINIONS• GOOGLE ALERTS
Monday, June 14, 2010
ENTERPRISE-WIDE MONITORING• RADIAN6• HUBSPOT• SCOUT LABS• ATTENSITY360
Monday, June 14, 2010
RESPONSEMonday, June 14, 2010
KNOW YOUR FI’S SOCIAL MEDIA POLICY
Monday, June 14, 2010
EDUCATE ALL STAFF AND BOARD ON FI’S SOCIAL MEDIA
POLICY
Monday, June 14, 2010
EVALUATE IF IT’S RESPONSE WORTHY
Monday, June 14, 2010
SEND IT TO THE RIGHT PERSON
Monday, June 14, 2010
WHEN RESPONDING:
TAKE A DEEP BREATHYOU ARE THE PROFESSIONAL
Monday, June 14, 2010
WHEN RESPONDING:
ACKNOWLEDGE THE ISSUE
Monday, June 14, 2010
WHEN RESPONDING:
USE A HUMAN VOICE
Monday, June 14, 2010
WHEN RESPONDING:
APOLOGIZE
Monday, June 14, 2010
WHEN RESPONDING:
STATE ACTION STEPS TO RESOLUTION
Monday, June 14, 2010
WHEN RESPONDING:
GIVE SOMETHING AS A GESTURE OF GOODWILL
Monday, June 14, 2010
WHEN RESPONDING:
RESPOND PUBLICLY, AT THE SOURCE
Monday, June 14, 2010
NEVER:
CRITICIZE THE CUSTOMER
Monday, June 14, 2010
NEVER:
FAN THE FIRE
Monday, June 14, 2010
NEVER:
ASK TO THEM TO TAKE IT DOWN
Monday, June 14, 2010
NEVER:
RESPOND ANONYMOUSLY
Monday, June 14, 2010
CASE STUDIES
Monday, June 14, 2010
WORST BANK EVER
Monday, June 14, 2010
DARREN BAREFOOTVS. VANCITY
Monday, June 14, 2010
SHORT SALE DEPARTMENT
Monday, June 14, 2010
SICK AND TIRED OF FEES-TIME TO SWITCH
Monday, June 14, 2010
Monday, June 14, 2010
Monday, June 14, 2010
Monday, June 14, 2010
RESOURCES
Monday, June 14, 2010
WILLIAM AZAROFF, Monitoring your brand health
WILLIAM AZAROFF, Responding to bloggers
DREW McLELLAN, 6 Steps to take if your company is
criticized in a blog post
JOHN SOAT, Reputations at risk
MORRISS PARTEE, Motrin gives itself a migraine
CHRIS LOCKE et al, The Cluetrain Manifesto
RYAN UNDERWOOD, Tell us what you really think
Monday, June 14, 2010
LESLEY LAMBERT, BofA is on Twitter for the win
STEFAN BETZOLD, SM Monitoring Tools-an overview
DAN SCHAWBEL, Top 10 reputation tracking tools
DARREN BAREFOOT, I wanted to love Vancity, but
now I loathe them
CULLEN WATERS, Vystar CU - Worst bank ever
JEFFRY PILCHER, Fighting axe grinders and their
online vendettas
Monday, June 14, 2010
QUESTIONS
Monday, June 14, 2010
Photo credits:
Social Media Landscape: Fred CavazzaWeb: WildcardpoetMad Bunny and the big ear: Yves Lecoq
Monday, June 14, 2010
Social Media/Networking
Morriss ParteeChief Experience Officer
EverythingCU.com
morriss@everythingcu.com413·535·0621
http://everythingcu.wordpress.comFriend me on EverythingCU, Facebook, Twitter, LinkedIn
Monday, June 14, 2010