What happens on Wall Street no longer stays on Wall Street and what happens in Vegas now ends up on YouTube. Reputations are volatile and loyalties are fickle. I am a marketing manager at Stratigent, and as a marketer I know that I can never be fully in control of our brand. Your brand is what other people say about you when you're not in the room, it’s your reputation. Although many digital marketers have long sleeves and their tricks consist of Social Media, SEO, SEM, Targeting, Testing, Segmentation, etc., the best way to connect with customers is to humanize the experience.
Transparency now more than ever allows your brand to be in the room and join in the conversation 24/7. In fact, companies have more control and can design for it. They can crowdsouce and collaborate with their customers. We've even come as far as giving customers more control when it comes to price, take Priceline for example.
If you’ve implemented any kind of social strategy, your brand’s presence is likely peppered across multiple social channels. One insight that I can share with you is to make sure your ears are cleaned out and you're ready to listen to the good and bad about what people may or may not being saying about your brand. Here are some tools that I like to use: