Making Mistakes in Social Media Marketing

We all make mistakes. It’s amazing how much saying sorry helps. But even saying sorry doesn’t fix those affected 100%.

We’re all learning together, at least those of us who don’t pretend we’re already experts.

Making mistakes in Social Media Marketing is a lot like sticking daggers into a wooden fence. Just because you apologize and pull them out, they still leave the visible scars for others to see, feel, or point to. Sometimes apologies help people feel better, but they don’t fix perception, which is everything in Social Media. Thinking before engaging is critical to establishing and maintaining meaningful relationships. This is after all, about people.

While intent is important, through daily experience, I’m finding that perception is outweighing intent. Just because you have the right ideas and principles in mind, how you participate and react says everything. It all begins with intent and the ability to learn and genuinely offer value along the way.

Otherwise, why are you here?


Ladies and Gentlemen, the Conversation has Left the Blogosphere

The Value of Online Conversations

The Art of Listening and Engagement

Cultural Voyeurism and Social Media

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  • Geoff_Livingston

    I’d agree with that, but at the same time, I think some mistakes are inevitable. It’s still very new, and we are all learning. There will come a time when we all have our visible scars.

  • Marcel LeBrun


    You nailed it. We are definitely entering a new paradigm for cultivating relationships with customers and you describe it perfectly.

    When anyone starts to approach relationships with customers this way, it becomes so obvious that this is the right approach if you truly respect them. Top down communication may get messages out there, but it certainly doesn’t build trust & relationships with people – as you said, “…we can no longer push our thoughts at people in order to earn resonance; we have to listen, talk, listen, assess, and contribute value.”

    Thank you also for mentioning Radian6. I appreciate that. We are also enthusiastic advocates for this approach to marketing and customer relationships.


  • dillon vass

    this site was most useful for how to solve the mistake of marketing the good products….and also user friendly…

    Your Social Media Marketing Platform

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Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.

His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.

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