brandchat recap from Jan 6th chat

Posted: January 8, 2010 in brandchat recap, Twitter
Tags: , ,

Q1: Do you think that you have to take the risk that the people could talk bad about your brand? Because it is one of the most common fears from companies How can we prevent this? Knowing UR brand+brand promise will also help U select best customers + those 2 turn away

MrWordsWorth: Q1: I don’t think you can prevent it. You stay in the conversation + draw on your true believers to temper negative buzz. #brandchat

sharonmostyn: #brandchat Q1 People are going to talk bad about your brand no matter what. You need to be aware of it. It’s how you respond that counts.

paulswansen: Q1 – Ans: Clients/Customers are going to talk regardless. #brandchat

andrewmueller: Q1 Business is all about risk, winners access risk and take actions to minimize risk while maximizing reward #brandchat

erichnwise: hello #brandchat A1. getting positive #real testimonials are powerful on day 1.

craigritchie: There’s no “risk” that people might talk badly about your brand, they will. You can’t prevent it. Q1 #brandchat

andrewmueller: Q1 There will always be some poeple who talk bad about you, how you handle this is key #brandchat

paulswansen: Q1 – Ans: If customers/clients aren’t talking their shopping elsewhere. #brandchat

erichnwise: #brandchat A1 additionally ultimately if u r the distributor of a ‘brand’ u gotta build personal relationships build on integrity & trust.

denvan: Q1: Your brand is the part of your company that YOU DON’T OWN. So by branding, you invite comment / criticism. #brandchat

craigritchie: Brands need to see the negativity as an opportunity — to connect with their consumers and improve their brand. Q1 #brandchat

nigellegg: People will “talk bad” about your brand whether you’re there or not. what matters is whether you hear and how you respond. #brandchat

aliciafalcone: Q1 People will talk negatively. Part of life, part of having a brand; you can’t please everyone so don’t try. Have a plan. #brandchat

jemcgrew: Q1: In my opinion you shouldn’t fear, but inspire positive conversation. Negative input should be managed through good PR #brandchat

shinng: It’s impossible to avoid people talking about your brand. With social media, it’s easier than ever. We should embrace this. #brandchat

mccambridge: Q1 – Ans: You’re better off being open and honest and having a conversation with your detractors than hiding from them. #brandchat

MrWordsWorth: Q1: there are vital things to learn from negative talk. Don’t dismiss as misguided chatter. Remember, you don’t own your brand. #brandchat

paulswansen: @denvan People and Business needs to know the distinction between Brand and Branding. #brandchat

DrFernKazlow: @mariaduron Q1 We can’t control what others say but we can influence it. We must develop/monitor/lead r brand #brandchat

josesandoval: @craigritchie Should there be limits, though? Off your own web property it’s fine. But in your own turf? #brandchat

craigritchie: Agree. RT @paulswansen: @denvan People and Business needs to know the distinction between Brand and Branding. #brandchat

MrWordsWorth: Q1: if you do try to encourage positive talk about your brand, it should never be or appear forced, manufactured, etc. #brandchat

neilmckenzphoto: Q1: Life is full of risks – your brand is no different. #brandchat

aliciafalcone: Role of company/brand management to participate and influence the conversation both good and bad. #brandchat

DrFernKazlow: @MrWordsWorth Vital information in the negative talk – but we need to learn how to create, align, and lead #brandchat

andrewmueller: Don’t try to prevent this, but rather help them see how they could turn neg talk into positive brand by acting appropriately #brandchat

karimacatherine: If ple r talking,u gauge ur brand awness & gaininsight.if ple r not talking,they might have no idea u exist or not like u #brandchat

andrewmueller: Brainstorm both positive and negative things that people might say and craft responses #brandchat

MrWordsWorth: @brandchat It’s going to happen on your turf. Try & stop & U look worse for suppressing. Engage & encourage your fans to do same. #brandchat

sethgray: #brandchat Q1: there’s a difference between risk management and risk aversion. too many corps are risk averse.

karenswim: Q1: Ans: This is precisely why every company should have a crisis communication plan #brandchat

shinng: Of course you own your brand, but you don’t own what people say about it. You spend time grooming and developing your brand. #brandchat

andrewmueller: A customer complaint is an always an opportunity to create an evangelist #brandchat

andrewmueller: If customers did not praise or complain they don’t care about your company or product! If they care = opportunty! #brandchat

karimacatherine: @andrewmueller may all companies hear you! most r still warming up to the idea of getting out there. #brandchat

erichnwise: #brandchat A1 – risk is part of branding FEAR isn’t IMHO. integrity, confidence, crisis management, customer service These r the focus

lbbinc: @andrewmueller while we can’t always control what ppl say, brands start the conv and that’s where they have gr8 opportunities #brandchat

shinng: If customers don’t talk about your brand, you don’t exist. Even neg comments presents opportunity. #brandchat

vococreative: #brandchat Q1: Complaints are part of public discourse. If you don’t have a plan on how to deal w/ them, you’re in trouble anyway!

aliciafalcone: A good brand, well positioned, will create detractors because it is not trying to be all things to all people. #brandchat

karimacatherine: Brands have a huge opportunity to control HOW they handle the conversation and in customer relationships, that’s key. #brandchat

neilmckenzphoto: Q1: Some of the risks associated with your brand are a result of the competitive environment, others you create yourself. #brandchat

shinng: @denvan A brand is a promise that the company must deliver=owning. Ownership is creating an experience for the customer. #brandchat

denvan: @BethHarte Logos, IP, and the other “hardware” of branding doesn’t equal “brand”. “Brand” is the idea in the customer’s brain. #brandchat

DavidSandusky: #brandchat – Q1: Knowing UR brand+brand promise will also help U select best customers + those 2 turn away (expand)

chantaljura: @shinng #brandchat does that include Tiger Woods too?

DavidSandusky: risk or failure like these successful people (expand) #brandchat

mccambridge: The problem is companies that can afford it try to control their brand with $$$. #brandchat

dannisbet: I really think that companies only own their identity. It’s their customers that create the brand- good OR bad #brandchat

craigritchie: Brands can address the issues directly, demonstrate change and yes, you can change the conversation, but you have to be in it. Q1 #brandchat

paulswansen: Brand is your product or essence. Branding is the conversation and idea in the customers/clients brain. #brandchat

shinng: Ownership of brand means developing identity and relationships. Co owns the brand but don’t own the experience. Big differennce #brandchat

BethHarte: Brand parity, brand umbrellas, brand identity, brand equity, brand relationships… #brandchat

MrktFrsh: Q1-having mktg + PR involved in so-med is key to managing any negative convos. + listen. critical mass on comments=insight. #brandchat

erichnwise: #brandchat A2 can international business REALLY be the cookie cutter approach – u need 2 brand ur product 2 win. b sensitive 2 culture diff

Q2: If you were the brand manager of a (any) country brand what should you be doing to manage that brand?

andrewmueller: Q2 Find your biggest evangelists, critics, and analysts and monitor what they say. #brandchat

AngEngland: #brandchat The key to me is involvement. People will be talking. Will you be listening? Engaging? or ignoring?

neilmckenzphoto: Q2: A country’s brand is like any other brand, when you lose authenticity, consistency and honesty the trouble begins. #brandchat

andrewmueller: Q2 (2) Keep your conversation focused around you core values and make sure your actions support these #brandchat

paulswansen: Q2 – Ans: Engage in Conversations with everyone for starters. #brandchat

jeffharbert: You should never, ever overcommit. Overcommitting = lying to your customers. #brandchat

aliciafalcone: Q2 For starters, evaluate current brand perception vs. desired. #brandchat

jemcgrew: Q2: Keep on the pulse of your customers. You should have your ear out for any negatives to deal with and push all the good u do #brandchat

MrWordsWorth: Q2: In the main, it’s the same as any brand, problem is there are more variables, and more constituents you can’t rein in. #brandchat

erichnwise: #brandchat A! ~ i agree listen to ur customers. i dont c how silence means negative or dont like my brand Some repeat customers dont talk

jemcgrew: Q2: If you are new to position…setting a baseline for current market conditions/perceptions is a must #brandchat

vococreative: Q2: I’d gauge what convo is already out there before developing a targeted strategy. #brandchat

denvan: Q2 How to manage a country brand. One word: Switzerland. My article on “Swiss Secrets” (expand) #brandchat

andrewmueller: @BethHarte Brand is “made” by the interactions that customers have w/ products, services, company at every touchpoint #brandchat

MrWordsWorth: @vococreative And any strategy has to be open + engaging. Push the good aspects, but deal with the bad. Don’t cover over/deny. #brandchat

brandchat: RT @denvan Q2 How to manage a country brand. One word: Switzerland. My article on “Swiss Secrets” (expand) <thx!> #brandchat

CASUDI: Q2 Important to UNDERSTAND how you are seen and perceived First ~ underline perceived #brandchat

Marc_Meyer: Q2: Question, voice, or loyalty? Some folks are loyal to countries that treat them poorly. why? #brandchat

MrWordsWorth: Q2: I think you also have to offer experiences related to your country to key influencers, whom you need to identify. #brandchat

andrewmueller: Q2 Enter conversations with influencers at appropriate points where you offer clear value #brandchat

DavidSandusky: Q2 managing a country brand: ID values then subculture in communities. Yikes, you will get 2-3 answers! #brandchat

andrewmueller: Q2 Find “remarkable” highly visible acts that you could do that represent your brand values #brandchat

denvan: Q2 Country Brands are an ideal example of the “ownership”. No government owns its brand. Citizens, tourists, businesses, etc. do. #brandchat

andrewmueller: LIke Newark Mayor shovelliing snow, althought this was a pr ploy it was a good one. #brandchat

neilmckenzphoto: Q2: The problem with a country’s brand is that you can either take it or leave it – literally! #brandchat

DavidSandusky: Q2 the brand will be delivered by the people, how do people act and treat others depends on ownership #brandchat

ideasurge: Q2: “Country” brands: would argue that real interested party is consumer that wld be confused over origin not citizens #brandchat

erichnwise: #brandchat A2 ~ intl biz req attn 2 detail out of the gate: pkg+language+s&h+cust srv++currency NEED supp & open communication 2 mother ship

Q3:The local social media gurus think the perception is that you’re corporate drones because of the company being mixed with the names. What are your thoughts?

sharonmostyn: @lbbinc Isn’t it the marketer’s responsibility to make sure that online & offline experiences match? (Often hard to do) #brandchat

sethgray: #brandchat Q3: a company IS its people. The potential power of SM is that it breaks down the impenetrable corporate facade.

jasonbreed: brand as a country is more economic dev than gov. it’s the business side, tourists, identity boiled into a word or phrase #brandchat

neilmckenzphoto: Q3: So are they saying that internal brand evangelists are drones? #brandchat

ivepath: RT Mistake to assume brand=what we promise. It’s really about what people experience. Remarkable experience = remarkable brand. #brandchat

brandchat: @vococreative Q3: Shorted ? from story that SM gurus say it’s bad 2 use personal names for corp tweeting. Brandido asked why? #brandchat

livepath: That requires MORE than marketing/branding – it requires solid integration, rich and usable products and responsive service #brandchat

vococreative: Q3 (now that I get it): Drones or no drones, companies need to engage with customers. Don’t shoot the messenger. #brandchat

neilmckenzphoto: Q3: If employees are required to use SM then I think that the “drone” label might have some traction. Authenticity? #brandchat

sharonmostyn: @andrewmueller I think they’re asking if you include a company name in your #socialmedia moniker are you a corporate drone? #brandchat

jasonbreed: Q3: how do companies deal with employees building personal brands on corp name? what happens when they leave? #brandchat

vococreative: @neilmckenzphoto Good point. Plus in my experience you do NOT want just anyone talking on behalf of your company! #brandchat

brandchat: Q3 – rephrased: If U use personal name for tweeting or FBing, corp account R u not authentic or corporate drone? #brandchat

vococreative: Q3 cont: I think it’s all about the purpose of your SM account. Mine: build my biz/connect in biz comm. Hence…corporate name! #brandchat

karenswim: Q3: The labels don’t drive authenticity, people do, it’s the intent & convos #brandchat

jasonbreed: Q3: for employees goes back to hire responsible, set guidelines & Train. help to have “assignment of rights of publicity” too #brandchat

paulswansen: @brandchat Why wouldn’t you? It certainly gives some personality to the business. Look at @scottmonty with Ford. #brandchat

vococreative: More Q3: At the same time, I’m a person as well as a businessperson. The personal touch = the great thing about social media! #brandchat

MrWordsWorth: Q3: I think if you include a corporate moniker in your #socialmedia you may be perceived to be a drone, based on content. #brandchat

CASUDI: Q3 SM seems to be an ideal way for companies, BIG and small to engage with customers & some do ~#brandchat

karenswim: @jasonbreed Personal brand not limited to SM, any customer facing position incorporates personal brand #brandchat

abarcelos: Q3. UR always a personal brand in people’s minds, especially after engaging (I think @scottmonty =Ford). It’s natural in people. #brandchat

vococreative: @andrewmueller I think the distinction between influence/control is huge and widely misunderstood. Sadly. #brandchat

karenswim: Q3: If we’re asking people to be robotic with no personal touch in any job, then yes they R a drone #brandchat

karimacatherine: it definitely huminazes the brand,giving them a vis-a-vis and helps engage customers. #brandchat

MrktFrsh: Q3-it depends on ‘genre’ of the SM acct. & followers can usually sniff out a drone pretty fast. authenticity in content is key. #brandchat

paulswansen: Q3 – also Frank from @comcastcares. Locally here in Denver Qwest has a SM presence also. #brandchat

livepath: @bethharte made a comment re: difference between being PERSONAL an PERSONABLE. Latter suggests personality with professionalism #brandchat

jasonbreed: Q3: personal branding does help to lift the corp veil & get behind the wall that’s typically set up. rather deal w/person than Co #brandchat

jeffharbert: There are co’s that never respond to me on Twitter. No response = obvious lack of caring. #brandchat

erichnwise: #brandchat A3 -corp w/ social mis-representation or flighty social users is probably creating alot damage control on brands B responsible

DavidSpinks: Q3 So it works for Ford and comcast because it humanizes a large brand, but what about for small biz/startups? #brandchat

erichnwise: #brandchat A3 didnt know the gurus think this. i manage a corp social acct – i earned the role & i value my brand enuff 2 represent them

erichnwise: #brandchat A3 i’m respectful & hold myself accountable & ignore ‘gurus criticisms. can u imagine if FORD listened 2 Horse&buggy experts !

Q4: Biggest brand opportunities or challenges for 2010?

paulswansen: Q4 – Ans: Making sure your message is signal and not just noise. #brandchat

dannisbet: @brandchat Personally- conquering social media. I think there will be some new avenues to look forward to in 2010 #brandchat

vococreative: Q4: Responding to right developments, at right time, in right fashion. So hard to pick/choose strategy w/so many options! #brandchat

MrktFrsh: Q4-it’s def the desire by many brands to chase SM and new digital tech. These are TACTICS not strategies. #brandchat

MrWordsWorth: Q4: Being present and genuine in all media/communications is the challenge and the opportunity, IMO #brandchat

neilmckenzphoto: Q4: Biggest brand challenge for 2010 – standing out amongst all of the noise. #brandchat

DavidSpinks: Most of the examples I hear of personal brands working for corp brand, are for larger brands that have large audience already #brandchat

andrewmueller: Q4 Biggest opportunity of 2010 is to leverage the wiretap you have on your customers into intelligent action #brandchat

DavidSandusky: Q4 biggest opportunity for any brand in 2010 is to stay true to VALUES and INNOVATE growth #brandchat

wileyccoyote: A4. biggest challenge will continue to be measurement of ROI and sentiment #brandchat

lbbinc: years ago pine/gilmore wrote the exp is the marketing. today that’s more true then ever #brandchat

karenswim: Q4: Resisting urge to make changes that do not add long term value for s/t economic gain #brandchat

andrewmueller: Biggest challenge is often overcrowding in the marketplace that the reduction in cost to enter the game. #brandchat

karenswim: Q4: Opportunities are abundant for innovation & leadership #brandchat

denvan: RT @DavidSandusky: RT Q4: What do you see as biggest brand opportunities or challenges for 2010?#brandchat (expand)

DavidSpinks: Q4 in 2010, everyone will have an online brand. How you use it will differentiate you. #brandchat

HuebnerPetersen: Q4 W/SM becoming mainstream, huge opportunity for brands to truly become more authentic (listening to cust., build relationships) #brandchat

lbbinc: @neilmckenzphoto biggest challenge is creating authentic, relevant & compelling brand experiences across all touch points #brandchat

BethHarte: @brandchat Challenge: Being truly social. A lot of orgs. still struggle w/understanding the benefits. Opp: Being social. #brandchat

denvan: Q4 Keep fighting for authentic idea of the brand in a business world that thinks it has moved on. #brandchat

livepath: IMHO personal branding angle is self absorbed. True brand =action. Love people -help them get to desired end/mutual win. #brandchat

shinng: Biggest brand challenge: 1)filtering out the noise from SM 2) measuring sentiment 3) continuing to use SM for leadership #brandchat

hkremer: @brandchat Challenge: Brand developing and remaining consistent. #brandchat

livepath: Q4 Embracing the shift from traditional to tradigital… doing more with less. (expand) #brandchat

Marc_Meyer: Q4 Rising above the noise #brandchat

DrFernKazlow: Q4 One challenge in 2010 will be to be seen, heard and connected with through all the noise on SM now. #brandchat

wileyccoyote: @MrWordsWorth i think companies that do the indiv/co mix best will find themselves at top of success ladder #brandchat

lbbinc: confucius said, Tell me & I will forget, Show me & I will remember, Teach me & I will understand. brands must create involvement #brandchat

CASUDI: Q4 biggest/most interesting challenge will be using SM to its fullest potential #brandchat

vampyrse: #brandchat Q4: Biggest challenge easily to keep track of what your people say about your brand in SM. Bigger risks for shit storms!

vampyrse: #brandchat Q4: Biggest opportunity to influence employees to use SM and be positive about your brand and their work. Same, but different.

erichnwise: #brandchat Q4 Biggest challenges for branding in 2010 – integrity among brand reps & international expansion will happen FAST ru ready?

Pitch, Plugs, C2A, etc.

denvan: My pitch for today: I WANT TO SPREAD YOUR PITCHES! (expand) Cheers. #brandchat (please RT)

DavidSandusky: branditos: post your 2010 goals for @yourbrandradio tomorrow (expand) #brandchat

andrewmueller: Hey everyone I am going to use Blastfollow to follow you all! see ya soon #brandchat

dbevarly: @jasonbreed J – In today’s workplace, that can go both ways. #brandchat (expand)

DavidSandusky: @AndrewMueller all #brandchat archives are in the networking forum

neilmckenzphoto: @MAltaee You should check out @DavidSandusky ‘s Your Brand Radio show today at 4:00 pm MTN (expand) He’s cofounder #brandchat


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