Web Marketing Specialist for DKS Systems. Loyal "Pinner" & wannabe foodie. Passionate about social media and marketing both personally and professionally.
I like the idea of using different apps, Gini. I always find myself double-checking before I post something from my phone. When at work, I use separate browsers and applications, though, if I happen to update my personal accounts during work hours (which is unusual, but still).
I am impressed with how they handled the situation! They could have easily tried to ignore it and move on. They took quick action, and I do believe that will save them from this crisis being carried out even longer.
2 years, 6 months ago on KitchenAid Handles Offensive Tweet Crisis Extraordinarily Well
@Rich_Gorman You're right in those cases it may not do any good converting those customers or acknowledging the fake reviews. However, if I were a customer browsing a listing in which there were a ton of terrible reviews that were not addressed and some other reviews were addressed, that would look suspicious. Maybe it might be beneficial to address "those types" of reviews in a professional manner so the other potential customers can see that criticism and complains are handled.
It's hard to assign "types" to reviews, as we might not know it was a who exactly is leaving them. We can assume they are fake or simply trying defame/degrade- but I think a general guideline for how a company handles these types of situations should be created and followed. If the reviews are that inappropriate, there are usually measures website/business owners can take to combat the abuse (whether the directories enforce those measures is another thing).
2 years, 7 months ago on Four Common Online Reputation Problems
Great post! I do agree with these potential online challenges for small businesses.
I do, however, disagree with your "zealous response" point. I think that ignoring negative reviews could impose greater harm than good. I do believe that a response should not be done in anger or haste, but should be done professionally and personally. If the situation is handled correctly, I do believe that it's an opportunity to win over an unsatisfied customer and potentially create a loyal customer or company advocate. There are always exceptions, but those opportunities shouldn't be overlooked!
@ginidietrich Oh, its a toss up. Either the Nats players reading Fifty Shades or the Yelp reviews. Definitely needed a little laughter in my day (even if my office-mates are wondering what I'm laughing about!). :)
2 years, 8 months ago on Gin and Topics: Nationals Bullpen Reads Fifty Shades of Grey
Tears of laughter! Thanks for sharing these video gems :)
@Anthony_Rodriguez @ginidietrich I agree! I think their statement is appropriate for the situation - although I'm sure it's not enough for some people. But, that's the price you pay... can't please everyone!
Just an unfortunate situation for them. They got dragged into the controversy and they will pay for it no matter what move they make. Kind of glad to see they aren't just giving in and donating though!
3 years ago on PR Crisis for Skittles In Wake of Controversial Teen Shooting
This is a really interesting and quite sad situation. Thanks, Gini for sharing it with us.
I'm torn, here. I think that Wrigley shouldn't have to donate or take action because they did not create this. But, then I think about the consequences of them staying silent- which I don't think is the right decision either. As customers, we are very frustrated when we seek reaction and conversation with brands and they ignore it/stay silent, so I think if Wrigley does that they will have bad repercussions.
I think a statement would be a great middle ground. I would love to hear something like "Although we appreciate the business and all our customers, buying skittles does not help the cause - take a look around your communities and invest time and effort into helping racial reconciliation and underprivileged communities. That will make a lasting difference" > Obviously it would need polish, but I think that might be a good start. However, as a business professional you never want to turn away business and risk losing customers.
See? I'm torn. :)
Sad. I don't think businesses realize that social media isn't a joke. It's a way to represent your brand and communicate with customers. When your customers use your Facebook page as a customer service center, you have no choice but to treat it like one. If you're not responding to customers or letting customers have the freedom to contact you and voice their concerns/praise, whatever it may be- than that's a reflection of business, not just your marketing department. Regardless of the operational issues, I wouldn't book with Carnival simply for the fact that they don't seem to care about their customers. If they'd have handled these issues with grace and compassion then that would be a different story.
3 years, 1 month ago on Carnival Cruise Lines Silent About Latest Accident
@ginidietrich I'm not sure it does need to evolve- it just may be a turn off for some marketers. I do think there is a little limitation with some businesses getting involved and active on Pinterest because of the majority being women (and by majority, I mean heavy majority... I think I've seen one guy pinner so far?).
Even if 85% of household decisions are made by women, do I want to waste time exploring interests or products my boyfriend might be interested in? Not really... unless there was a birthday or anniversary coming up. Like everything, it comes down to strategy.
PS- Girls definitely rule, and boys definitely drool! :) Love it!
3 years, 3 months ago on The Pinterest Debate Between Two Friends
I absolutely believe that Pinterest has huge marketing power for retailers and businesses with capturing visuals. As an avid "Pinner" I don't sign on to Pinterest to necessarily connect with others that have the same interests as I do, but I sign on to get ideas, find new products and recipes- which makes Pinterest even more powerful. Loyal pinners are using the site with the mindset to take action. This particular social network has power that other social networks don't have because customers are already interested- whereas on Facebook, Twitter and Google+ brands need to be more subtle and less pushy.
The only "downside" for marketers is that Pinterest is mostly women. Maybe that will evolve with time...