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Fabulous, fabulous interview - gotta love it when two mega-hitters team up and tell it like it is!
9 months, 2 weeks ago on The Part Where Erika Interviews Gary Vaynerchuk — and you can WIN his new book!
AAAAAAAnd Erika nails it again. Maybe Taco Bell (and apparently Mashable) need to look at what Starbucks did after an employee wrote *bitch* on a customer's coffee in 2011. Sure, one kid did the deed but Howard Schultz thought it was a symptom of a bigger problem - and he invested in a lot research to find out if he was right.. The latte method of dealing with customers came from that one instance. Not only did he give his employees a strategy for dealing with irate customers, he gave them skills for LIFE!. That's good leadership.
Thanks for keeping it real, Erika!
1 year, 3 months ago on The Bitch Slap: Because You’re a Shitty Leader – That’s Why
@bhas Finally, I can stop worrying about @Erroin and @Erika Napoletano trying the ketchup and bread wine - sounds like it's fairly benign after all :-)
Couldn't agree with you more about honing the ability to remove emotion from the conversation. I'm always amazed, even in business, when people can't survey the facts to make a logical decision. Emotion has it's place but it needs to be balanced with logic. Thanks for the great comment - great to meet you here!
1 year, 5 months ago on 5 Social Media Lessons I Learned in Prison
@Erroin @JuliaRosien @Erika Napoletano I may have worked in a prison, but you're WAAAAAY braver than me :-)
1 year, 6 months ago on 5 Social Media Lessons I Learned in Prison
@rainhannah What a lovely comment - thank you so much for sharing with me! Getting outside our communities sometimes is so valuable, a breath of fresh air that lets us look at situations differently. Enjoy the positive outlook!
@shuttergive Thank you for the feedback - I'm so happy I gave value in exchange for the time you spent reading. Cheers!
@singlemommaTSJThanks for the lovely comment! So completely agree about the learning versus teaching. To this day, I'm still finding lessons from my prison time - and it's always a golden nugget! Trust, sharing, listening - all great things to learn in one situation and apply liberally to EVERYTHING in life :-)
@Erroin So glad you enjoyed the read. I think many experiences in life can be great teaching moments for the next experience coming down the pike. Social media really isn't that different than face to face - it's all how we look at it, right? The ketchup and bread thing - make sure your health insurance is up to date...
@HeatherT Thanks for letting me know my stories struck a chord, Heather. The lessons may have been hard-won but I wouldn't trade them for anything. And, I'm happy to share with those who can't go to prison to experience it for themselves :-)
@those2girls Thanks so much, Lisa - glad you enjoyed the read!
@Karen_C_Wilson Morning Karen! Thank you for joining in the original discussion and for commenting again here. This is why social media works for most of us - the ability to share and discuss with an open mind. And sometimes agree to disagree.
1 year, 6 months ago on Social Media AKA the Trust Network
@JoeCardillo Thanks so much, Joe - what a beautiful compliment.
Long before social media, I worked in a prison for women. I wrote a lot about my experiences there and eventually tried to sell some of my essays. More than one publication told me that I'd never publish my stories unless I disclosed the women's real names. I was a struggling freelancer and I'm not going to lie - the lure was huge.
But I kept the names to myself. There is no price on integrity. Ever. Ten years after my "prison term" I finally spoke to an audience in NYC about my experiences. It was worth the wait. And it was good training ground for social media - hold onto what's important to you - that's always a good choice.
@ginidietrich @dannybrown Gini, I haven't read Danny's post but you can bet I'm going to now. I agree, some people have forgotten what this is all about and why it works - we're all guilty of that too once in a while. But if you never circle back to why you started in the first place, the road to social media decay is a slippery slope... Thank you again for the opportunity to share my thoughts with your community!
@The_AmusingMuse I like the way you think. If someone pees in your sandbox, you have every right to restrict access. After all, who wants that kind of drama in their life? Not me!
@allenmireles Hi Allen, I agree - I have a very long fuse on social media and will always choose to walk away from conflict. But, there have been a few people who have tested just how long that fuse is - people that I know in real life. At the end of the day, my social media stream is like my living room. I invite friends and colleagues in - bullies are not welcome.
Thanks so much, Lindsay, your comments mean a great deal to me and I'm grateful for the nod of approval at that most recent event.
Couldn't agree with you more about lessons learned. When I read a book on social media or listen to an *expert* speaker, I want to hear about how they learned from their mistakes - not what I should do. Sharing those stumbles helps us come to smarter solutions together.
Thanks for having me here and for the opportunity for me to learn from all of you!
2 years, 2 months ago on Social Media Crisis Management: Sin & Salvation Within Your Reach
Thank you for your comment, Hessie. As stressed and disappointed as I was about canceling this event, I kept our community's needs front and center. If I had bought a ticket to a concert and it was cancelled, how would I feel? I'd be disappointed but then I'd have questions - and I'd want somewhere to ask those questions. Questions are not always negative and even if you don't have all the answers, sometimes people just want to know you care.
When I speak at corporate events, I often use the Motrin Moms example of a company that clearly wasn't listening during a social media crisis. As bad as that crisis was, only 35% of the responses were actually negative. Imagine how much could drama could have been avoided if the company had simply answered the questions? The power of actively listening - it's amazing!
@flemingsean Great comment and I agree 100% - hands down!
I was asked to write about a crisis from a social media standpoint, but I agree the term is a misnomer - the crisis is ALWAYS real. In the example I gave, the real life stuff was exactly as you described. The company wasn't delivering on promises on all levels and it got ugly very fast.
The problem arouse for me when the powers-that-be saw the social media issues as unimportant. We could apologize nine ways to Sunday online but it wouldn't have mattered because bills weren't being paid - nothing was aligning. Employees were being harassed for issues over which they had no control. Nothing like working in a hostile environment AND being attacked from the outside. It was a good lesson for me.
As for talking to help solve the problems, absolutely agree. The plan must be in place but human beings with feelings need to carry it out. Employees need to feel comfortable chatting with people and empowered to solve their problems. Both have to go hand in hand.
Thanks for the comment - great to dive deeper into this conversation!