Social Media Monitoring

Are you listening to what your customers are saying?

Are you listening to what your customers are saying about YOU and your services?

United Airlines broke the guitar of country singer Dave Carroll. After complaining for nine months Dave decided to write a song about this and put it on YouTube.

As at the end of October 2009 this is the highest returned search on You Tube for the term “United Airlines” and until recently this held a pretty high position on Google and is still top of Google’s Video Search. The Video has been viewed nearly 6,000,000 times and has a 5 star rating. Undoubtedly this has cost United Airlines very dearly.

We also understand that a customer who couldn’t get through to Dell’s Customer Service Centre, tweeted about their experience and within minutes Dell who were Social Media Monitoring contacted that customer about their problem, turning around potentially embarrassing publicity.

Damage Limitation

Recently it was reported that a couple of rogue employees at Dominos Pizza in USA put a very unsavoury video on You Tube. Dominos acted professionally and swiftly to correct this. The rebuttal video displaced the troublesome video and has received over 777,000 views and has an excellent rating on you tube.

Other companies have not reserved their own names on Social Media Portals such as Linked In, Facebook, Twitter and You Tube. For example, http://www.youtube.com/mcdonalds is not owned by who you’d expect and contains some choice language.

Social Media How Can We Help

Phase 1 We will reserve your brand name and key products on the main social media portals

Phase 2 We will personalise your presence to differentiate your pages with your logo, company design and key brand messages (see www.twitter.com/wsiyorkshire)

Phase 3 We will devise a campaign to attract new customers, find new customers and to interact positively and intriguingly with your social media market.

Our customers are finding that visitors from social media portals stay on their sites twice as long and are 3-4 times more likely to buy.

We are also finding that Blogs are getting top positions on Google sometimes within ½ an hour

Social Media Monitoring Phase

We will monitor and detect your brand mentions on the internet and report these to you. This will include positive and negative mentions.

Depending on the package and service that you require, we can help:

• Define your social media strategy and policy, with some important Do’s and Don’ts for any staff that might be Blogging or Twittering
• Train you in Blogging or teach you to uncover hidden newsworthy and blogworthy content in your organisation
• Develop rapid strategies to manage negative comments and to get your positive messages above negative sites

WSI are based in Holmfirth near Huddersfield, West Yorkshire right in between Leeds, Sheffield and Manchester . While our customers are concentrated into the main regional cities we also have several national London based clients.