Branding In Social Media by uhhh Brands

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Do you have some examples of  a brand doing AWESOME  or HORRIBLE customer service via social media? I'm shocked at how few companies actually "get" social media…

Bring it. Your answers may be used in an upcoming article.

   

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Yifat Cohen
Yifat Cohen
7 years ago

 calls it the reverse elevator speech 🙂

Neil J Schwab
Neil J Schwab
7 years ago

gots to make it your own – not turn it into something just fun, turn it into something FUN That YOU OWN or better yest that a demigrafoc OWNS…  slightly diff but way bigger impact…

like AXE – we have shampoo but do we use AXE,? and why not.?

.cause it's teenagers stuff..

Exactly PPL <— I coined it!  i know it, do you get it?

neileodealeo
You cant know the dealeo w/o knowing the neileo!

this is my brand label…handle and catch phrase, what do you guys think, Honestly?

I am sales person, of course

N 2 the O and D to the EO

chow for now<– doggy chow brandline

Stuart Duff
Stuart Duff
7 years ago

This I really want to see.  I love it when Companies stick both feet in it online.

Joel C
Joel C
7 years ago

 

+Optus is very active on Facebook and Twitter but flat out refuses to communicate with its customers here on g+. They continue to syndicate posts here though.

This gives the impression that they are active. But hundreds of tags, comments and quite a few complaints go unanswered.

This is Australia's second largest communication company. 

If they wont actively use the network, their page should remain dormant and content less.

Other examples of this are +Dodo (another "communications" company) and until recently +Kogan .

+Telstra is an example of a company who does it right. Very quick, casual but professional interaction with its customers. No surprise they are our number one communications company.

There is a fake parody account called +drOptus "Customer Care" (pronounced dropped us) and they provide better customer service than the real guys…

Telstra
Telstra
7 years ago

Thanks ! He's right, we love a chat! Come over and say hello anytime 🙂

– Jamie

Ryan Moore
Ryan Moore
7 years ago

Funny, didn't we just have this conversation the other day  ?

Amanda Blain
Amanda Blain
7 years ago

Oooo Look at that Hi +Telstra 😀

Rory S
Rory S
7 years ago

+T-Mobile 's social media team is top notch.. Just look at their responses and posts on G+ ..

Amanda Blain
Amanda Blain
7 years ago

Let's see who i can summon… 🙂 Your thoughts on your company on the internet folks?  +Toronto Police Service  +TekSavvy Solutions Inc. +CircleCount  +Nightmares Fear Factory +Sea Shepherd Conservation Society +cruise.com  

T-Mobile
T-Mobile
7 years ago

Thanks for the support!! We greatly appreciate it!!! We like to think we're in the "AWESOME" category!! 😉 – Terrence

Joel C
Joel C
7 years ago

+Telstra meet +T-Mobile

Ryan Moore
Ryan Moore
7 years ago

To chime in… I'm thinking some of the 'bad' (I could discuss terrible like Amy's Baking Company in Scotsdale, but I'd rather not tattle)… is companies like +Endomondo which are just empty shells posting and not listening

Companies doing it right I think are not just the PR folks behind the social media account, but guys like  from  … I feel somewhat awestruck and fanboyish when he posts and I comment on it and HE ACTUALLY REPLIES

That's done right!

CircleCount
CircleCount
7 years ago

Our thoughts about our company ?
I think we're awesome 😀

Seriously, being a small brand and in the same time normal Google+ users makes it easier to try to catch every mention. And we'll continue trying to do this, since in our case the user feedback is the only way to improve our service.

Thanks for the mention in this context!

Nightmares Fear Factory
Nightmares Fear Factory
7 years ago

 thanks for the shout out! we have a lot of fun entertaining the internets. particularly with photo's of terrified thrill seekers trying to survive 😉

Amanda Blain
Amanda Blain
7 years ago

I love your stuff +Nightmares Fear Factory  🙂 good to see you.. .

Bianca C
Bianca C
7 years ago

I think companies that have cultivated a voice or personality tend to do sm "right” — like the southwest airlines and chipoltes of the world.

Amanda Blain
Amanda Blain
7 years ago

Let's see what some opinionated cool people have to say about this…  +Bobbi Jo Woods +Stephanie Van Pelt                … off the top of my head.. 🙂

Shaun McLane
Shaun McLane
7 years ago

Doing it right: +T-Mobile 
Doing it wrong:

Derek Ross
Derek Ross
7 years ago

+T-Mobile as already mentioned does an amazing job on social. doesn't even respond on their own posts. They do however seem to +1 posts if I mention them.

Amanda Blain
Amanda Blain
7 years ago

OK ANYONE BESIDE WIRELESS COMPANIES???  🙂

The M Cluster
The M Cluster
7 years ago

How about Cable companies? Or Dell?

Mycroft Holmes
Mycroft Holmes
7 years ago

so how does a brand hint at the customer to spread a brand conducive to the image the company wants to portray?

Shaun McLane
Shaun McLane
7 years ago

+Ford Motor Company and  (with Ford) were the first company I saw embrace social media, and they've been nailing it ever since.

T-Mobile
T-Mobile
7 years ago

We couldn't agree more! 😉 – Terrence

Shaun McLane
Shaun McLane
7 years ago

+Google Plus Daily is also pretty awesome if you're looking for a small (new) brand.

Jordan Oram
Jordan Oram
7 years ago

The company I have the most Social Media experience with is Guayaki (yerba mate) as they're one of my product sponsors. That said, I think they do a great job. Heck.. they have product sponsors. They have a person hired for the position who responds and reposts on twitter, shares images and content that is pertinent to the support base (green intiatives, fair trade, etc) and they run contests that have value to their fanbase.

And after being in touch with their social media person for over the year I've been sponsored, when I was stuck in LA with no place to stay after a ticketing snafu, I totally slept on their couch 😉 lol

I think they do social media right, by sharing good content and knowing their support base.

Shaun McLane
Shaun McLane
7 years ago

Also,  deserves some love. She seems to be the face of Good Day LA to all of us on the plus.

Bobbi Jo Woods
Bobbi Jo Woods
7 years ago

+ZAGAT

Jordan Oram
Jordan Oram
7 years ago

And it feels authentic and not like they're trying to trick people into engagement etc. ICK. That drives me bonkers and totally gives me the 'no' feeling. Anytime there's a hint of social engineering to solicit engagement it totally turns me off.

Amanda Blain
Amanda Blain
7 years ago

+Guayaki Yerba Mate  These guys  ?

Shaun McLane
Shaun McLane
7 years ago

And last, but not least –  

The genius of this post is that the TOP social media using companies will be tagged here, bringing awareness to Amanda's brand if they didn't already know it. Brilliant! (And I'm being totally serious)

Amy Vernon
Amy Vernon
7 years ago

I think NBC/Universal is astoundingly good at using social – not as sure on the corporate level, but some of their networks – Bravo, SyFy and USA tops among them – have some of the best campaigns/social interactions going. 

G.E. and IBM have terrific, and unusual, presences on Instagram and Tumblr, along with great outreach and engagement on other platforms.

Stephanie Van Pelt
Stephanie Van Pelt
7 years ago

To be honest, I don't follow many brands on social media. I was rather impressed when posted and tagged a pic of our kids at +Weeki Wachee Springs State Park and they responded.

I'd agree that most don't do it right…. If they did I might actually follow some of them. I'd like to see them react when tagged, but also post useful information or articles that isn't solely to support their sales. Why should I give them my valuable attention? What do I get from that?

Also, I wish the local businesses around here noticed that I review every one I visit on Google, TripAdvisor and Yelp. Every single one.

Jordan Oram
Jordan Oram
7 years ago

Yep those guys  🙂 The reason I didn't tag them in is that I've been in touch with their social media person and they've not yet rolled out much of a G+ initiative. They're more focused and active on FB and twitter but we've shared some ideas about the potential of hangouts etc and how G+ could be helpful for them.

Scott Kingery
Scott Kingery
7 years ago

I've had +UPS help me on Twitter. +Friends+Me is always responsive here on the Plus.
The trick is to figure out when someone is talking about you or your niche and not specifically tagging you.

Allison Cutler
Allison Cutler
7 years ago

How come no one has mentioned  yet? I think they do an amazing job on their social media channels! They also make great coffee … so bonus 😉

Johnny Roquemore
Johnny Roquemore
7 years ago

 –  is generally horrible at interaction. I know. +Always Do A Bux 

As for companies killing it in social interaction? Easily +Eat24. Their entire site is built around social. Check it out. 

I'd have more opinions if I wasn't ending out a 20 hour work day….

Maxx Daymon
Maxx Daymon
7 years ago

Brands have always been what consumers have told each other. In 1963, Harley Davidson attempted to introduce golf carts, consumers told them that's not who they were. History is full of brands being told who they are by their customers (and the most successful ones go with it.)

Organizations can provide the behavior, attitude, and execution that contributes to the consumer's opinion of that brand, but the power has always been in the hands of the people. Brands can take action to earn a position in the mind of a customer, but they can't force it.

I will agree that the speed, efficiency, and power of people sharing their opinions on a brand is higher and greater than ever, but it's always been true, and word-of-mouth has always been the strongest reinforcement of brands.

Bobbi Jo Woods
Bobbi Jo Woods
7 years ago

I really (really) want +America's Test Kitchen to do well, but they don't. They just push out posts and either they don't know HOW to get much engagement, or they fail to if they try.  I added them because what they do right is get reshares, somehow.  But no actual conversations. Same with +LinkedIn's page.

Amanda Blain
Amanda Blain
7 years ago

ughhh… brands … brands brands brands

Allison Cutler
Allison Cutler
7 years ago

 Really? I've only ever had positive experiences with   – they were very quick to respond to any customer issues I had (and have done the same for others that I know)

Bobbi Jo Woods
Bobbi Jo Woods
7 years ago

Energizer was great to me on FB back when I bought a portable phone charger and it didn't work, they sent me a new one right away ($30 value) no charge just because I had a (very) minor complaint.  Back then, that was a hunk of change.  There was no such thing as Android phones yet.  I'd like to also say that  does a great job here and on Twitter.

Eric Aultman
Eric Aultman
7 years ago

I try and mention brands whenever I can. Outside of +T-Mobile and +Weeki Wachee Springs State Park, most don't do anything. Tmo even respond if I'm being critical! What brand does that? They're awesome for their embracing of social media.

I've tried to get to respond since we organize a lot of 's, but no luck. I mention my local zoo, but again, nada. +City of Jacksonville, Florida has a Page and they sometimes use it. has responded and if I make it to Texas to do a HIRL, it's gonna be there!
I constantly tell small brands…GET IN NOW! Build your g+ base while it's a "small pond." There are a ton of opportunities but these companies that are using social media marketing companies to consult, are truly missing a great opportunity.

Mukesh Nagra
Mukesh Nagra
7 years ago

Yes you r right.

Shaun McLane
Shaun McLane
7 years ago

Actually, is great at responding on Twitter.

Eric Aultman
Eric Aultman
7 years ago

hmmm, +Twitter pls respond.

Shaun McLane
Shaun McLane
7 years ago
James Washburn
James Washburn
7 years ago

Yup

Sisenando Palma
Sisenando Palma
7 years ago

before they were bought/sold/can't recall, the devs who created the app Astrid Task Manager, they were hilarious on twitter when talking about their apps features. It was between me and them, so idk if they were the same elsewhere, but that's a winner in my book.

Shaun McLane
Shaun McLane
7 years ago

another company who is hysterical is – not sure how great they are on SM, but their changelogs are some of the best in the industry.

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