Posts Tagged ‘response’

Yelp Gets a Bad Review: Embracing a Crisis to Shape Perception


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This post highlights the nuances associated with crisis communications and not the merit of either case.

In the era of socialized media, brands and businesses are now vulnerable to a new era of influencers – their customers.

But what happens when the community that championed consumer experiences is accused of exploiting them to extort advertising dollars from the businesses affected by the reviews?

Tracking the Obama Inauguration Across the Social Web: PeopleBrowsr Helps You Listen and Engage

Disclosure, I’m an adviser to PeopleBrowsr…

In early December, we released a public alpha of PeopleBrowsr, an attention-centered dashboard for managing your online relationships, brand management, and communication in Twitter and across multiple social networks – all from one place.

The public alpha is running incredibly well and thanks to everyone who contributed feedback, ideas, and recommendations, the public beta will be even more incredible.

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Reinventing Crisis Communications for the Social Web


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Businesses, individuals, and organizations will, from time to time, make honest mistakes or in some unfortunate cases, intentionally support unethical decisions to dissuade or conceal something significant from its public.

Whether it’s an oversight or a matter of deception, savvy companies usually employ and deploy a crises response team to prepare for, manage and attempt to positively spin the potential backlash from customers, partners, and employees related to almost anything.

Nike, Just Do It: When a Local Story Runs Away on the Web and Leads to Change

Nike, this may be one of those times when you follow your own slogan.

Every year, I attend the Nike Women’s Marathon in San Francisco to support my wife and my mother who run this incredible event with conviction, passion, and diligence. It’s a privilege, they believe, to participate in a special and dedicated event such as this that celebrates each other as well as the athletic achievement and capabilities of women, past and present.

ABOUT ME

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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