Category Archives: Social media tips

Passion trumps content strategy


What’s your content strategy?

If you Google it, you’ll find a million articles telling you about optimisation, engagement and discipline. You’ll read how content strategy is as important to social media as UX is to design, or how it makes sense to manage content as an asset, with a quantifiable ROI.

You can look at where your customers are hanging out online and what they’re reading and viewing. You can look at what your competitors were doing and what type of content is working (or not) for them. You can look at trending conversations and upcoming campaigns. You can data scrape everything, set yourself up with monitoring tools and apply your KPIs.

But at the end of all that, if you don’t feel you “own” your tweets, updates, videos and blog posts – if they’re not coming from the heart – you might as well go back to the drawing board…
Continue reading

5 ways to use social media for crisis management

So maybe it’s no surprise that call centres in Spain have a better reputation than ours when it comes to customer service. Cheer and good humour? The Spanish do it naturally (unlike in the UK where training seems to be needed). Local cultural nuances are important in customer services – especially now that social tools are increasingly being employed.
Continue reading