Experience Management Blog

The Ultimate Guide to Enterprise Risk Management

 --

enterprise risk management

Social media is a vast ocean of opportunities for brands. It’s also a dark sea full of risk.

Risk of being non-compliant. Risk of humiliation due to errant tweets. Risk of irreparable reputational damage. Like I said — a dark, scary, risky abyss.

Companies are aware of these risks. In fact, 71% of businesses are concerned about the potential risks of social media. But being aware is apparently not the same as being prepared. Only 36% of these same businesses engage in social media training and 33% have clearly defined social media policies.

Many brands are not taking enterprise risk management seriously. (more…)

Social Media for Travel and Hospitality Brands

 --

social media and travel industry

It seems like a no-brainer that social media and the travel/hospitality industry would go hand in hand. However, as trends in travel experiences change and consumers become empowered, travel and hospitality companies are facing their own set of challenges in making sure they never lose sight of the voice of the customer.

So how do you engage with the social consumer while navigating the digital superstorm? And how do you stay up to date with all the latest articles and trends on how the world’s largest brands are managing and enhancing social experiences?

To help you access valuable information faster and easier, we have compiled the most thought-provoking articles on social media for travel and hospitality companies in this report. (more…)

Social Infrastructure Enables You to Scale Help

 --

This post was written by Jared Osario of PSE&G. Jared was recently featured in Without Infrastructure, You Can’t Be Social. Download the free eBook here.

social media flips businesses upside down

At PSEG, we have two different types of infrastructure: literal and social. Our literal infrastructure – that’s the power lines and electrical equipment throughout our territory. Our social infrastructure encompasses the systems, processes and people that help us communicate with our customers, especially during an emergency.

Our industry is unique in that we usually get a few dozen social messages a day, but then at any given moment a storm can sweep through the region, causing 90,000 tweets to be sent to us. (more…)

Thinking in Conversations, Not Posts

 --

social media engagement

Written by John Keehler and Caitlin Mitchell of The Richards Group, this post recently appeared in Without Infrastructure, You Can’t Be Social. Download the free eBook here.

When scrolling through updates on your news feed, most posts earn a glance, but a few inspire reactions through likes, comments, and shares.

These are the posts that somehow resonate and stand out from the others. Posts we find relevant and connect with. Usually, they are from friends. This is the promise of social media for brands – the potential to be seen as just another friend.

To be seen as a friend, a brand must act like one. (more…)

In Cyber Security — You Snooze, You Lose

 --

cyber security

  • Spring of 2007- Estonia is brought to a standstill as ping floods and DDoS (distributed denial of service) attacks crash the websites of the parliament, banks, ministries, and media. The level of sophistication of the digital onslaught is unprecedented.

  • Titan Rain- Code word for one of the biggest cyber-espionage cases in history, it refers to a series of coordinated attacks labelled an Advanced Persistent Threat. Hackers infiltrated computer networks for years and stole ‘classified’ data from Lockheed Martin, Sandia National Labs, NASA, and more.

  • Heartbleed- A malicious bug that attacks vulnerabilities in OpenSSL encryption software to steal logins, passwords, and secure keys. It affected the servers of the world’s most popular sites — Google, Facebook, Pinterest, Instagram, Yahoo!, etc. Most worryingly, it impacted mobile (iOS and Android) devices and hardware. The full extent of its damage is still unknown.

I wish the above were from a film script titled, Dark Dawn over Cyberia. But these are real, reported incidents. Even more alarming is that cyber-attacks are getting stronger, bigger, faster, sneakier, and stealthier. (more…)

Social Media for Retail Companies

 --

social media for retail

As trends change and consumers become increasingly empowered, retailers are facing a unique set of challenges in making sure they keep pace with the changing social media landscape.

So how do you engage with the social consumer while navigating the digital superstorm? And how do you stay up-to-date with all the latest articles and trends?

To help you access valuable information faster and easier, we put together this compilation of social media stories — specially created for the retail industry. (more…)

Can Brands Afford to Make ‘Human Mistakes’?

 --

social governance

Google recently proved that one pixel makes a huge difference. The global juggernaut recently updated its logo to slightly move the “l” and “g” in order to improve the overall look and feel. Why make such an insignificant change?

Because one teeny, tiny pixel matters when it comes to how a brand is presented.

Companies invest billions in branding — making sure that every swatch, word and letter placement is completely in sync with the persona of the brand. Yet when we move away from ads and posters, the same protective obsession cannot be found online. (more…)

Social Media for Technology Companies

 --

social media for technology companies

It seems like a no-brainer that social media and technology would go hand in hand. However, as new technology is churned out everyday, tech companies are facing their own set of challenges in making sure they never lose sight of the voice of the customer.

Get your free copy of the Social Media for Technology Companies Report. (more…)

Your Brand Doesn’t Need a Social Media Command Center, Unless…

 --

command center

Few things in enterprise social are hotter right now than the social media command center. Agencies are pitching them to clients, design houses are crafting beautiful iterations of them, and social data vendors are selling them like lemonade on a scorching summer day.

But do you really need a command center? (more…)

Dear Brands: What It’s Like on the Other Side

 --

social-media-management-dear-brands

This piece was inspired by a LinkedIn post by Marcy Massura of MSLGROUP. If you haven’t read, it highlights a few learning opportunities for tech/social/digital vendors when approaching brands.

As the founder and CEO of an enterprise social media management company – yes, a vendor – I wanted to take a moment to provide a different perspective.

Here goes… (more…)