Social Media, Brand and Personality
Posted in Social Media on 27. Oct, 2009
Ahead of my appearance at the Media140 Brands event in London next monday I have been spending some time reflecting on my use of Twitter.
One of the themes of the event is around brand personalities. Now, I am not going to pre-empt next week but a couple of thoughts spring to mind;
If a Brand has a personality who creates it? Who makes it ‘live’?
What challenges does that pose to an organisation?
As you know, I am not a ‘marketeer’ by trade. I guess I my start point in Twitter was my desire to build relationships with customers and understand what we did well and what we could improve i.e. customer service. Which then begs the question ‘is good customer service in ‘public’ marketing and PR?’ In which case who owns that in an organisation? Interestingly I am not being asked by customer service professionals to share my thoughts, but PR and Marketing people are. Are the customer service functions in organisations missing a trick by not embracing Social Media?
And finally – for now – what structure should an organisation have to better respond and anticipate customer needs? Are the current models outdated and does social media have a far greater reach than we first thought?
