Tag Archives: bad behavior

Unfriend Social Media Content?

19 Oct

As we have noted before, we spend lots of time on social media. And sometimes, we commit blunders! So here’s a question for you. Should YOU unfriend social media content?

Consider these prior posts: Do You Protect Your Reputation?   Social Media Policy for Employees.   Does Social Media Use Harm Your Career?   Don’ts for Businesses on Social MediaWhat People Want from Brands On Social Media.

 

Unfriend Social Media Content? TMI

Sometimes, we realize as soon as we hit the enter key that we should not have posted certain content. Other times, we may not know that our content is improper until someone points that out. Still other times, we never recognize that we have improper content. In those instances, no one points it out to us. And this can be a BIG problem if a potential employer sees improper content. It may be even worse if our present employer notices such content.

Trend Micro is a leader in secure content and threat management. Its headquarters are in Tokyo. The firm operates in more than 30 countries around the globe. The Security Intelligence Blog represents the official blog of TrendLabs, the research, development, and support arm of Trend Micro. “Researchers, engineers, and other experts in various security threats work 24 hours a day, seven days a week to deliver solutions to the plethora of threats that confront users and businesses on a daily basis.”

One TrendLabs blog post covers the risk of placing content on social media. The infographic focuses on the risks of social media content. “You have the right to remain private. Anything you post can and will be used against you.” The infographic includes Facebook, Google +, LinkedIn, Mixi (from Japan), Pinterest, Sina Weibo (from China), Tumblr, and Twitter. Click the infographic for a larger view.

 

Unfriend Social Media Content? TMI: Too Much Information on social media.
 

Brand Complaints and Social Media

6 Sep

What happens when consumers complain on social media?

According to eMarketer:

“Data from social media analytics and monitoring service Sprout Social revealed that many US internet users believe social media has given them more of a voice to expose unfair treatment from brands and be more critical of them in general. The study, which surveyed 1,003 US internet users ages 18 to 64 in July 2017, found that eight in 10 respondents said social media helped to uncover instances of brands treating people unfairly. And seven in 10 said that it helped encourage transparency.”

For the most part, dishonesty and bad customer service led many internet users to complain about brands on social media. But those weren’t the only reasons. Troubles with a bad product, brands being too political and a lack of responsiveness also triggered some respondents to air frustrations about companies on social media.”

 

Click on the chart below to read more about how online consumers react to social media complaints.


 

What People Want from Brands On Social Media

18 Jul

Last week, we posted about “Are You Always “On”? Living in a Connected World.” (1, 2, 3) As we noted, whether we are referring to companies’ behavior on social media or to our own efforts on social media, care must always be taken — and bad/inappropriate behavior avoided.

Consider these observations and charts from a study conducted by Sprout Social (“Bringing Businesses & People Closer Together”):

“Plenty of brands are doubling down on social snark [an attitude or expression of mocking irreverence and sarcasm] and reaping the benefits of more media visibility. But does this correlate to sales? To understand how brand personality impacts purchasing decisions, Sprout Social surveyed 1,000 consumers on which traits they want brands to demonstrate on social and what action specific brand responses such as humor or friendliness prompt.”

 

“The limelight most often falls on big brands with big social personalities, but what’s in it for the rest of us? While 75% of consumers believe there’s value in brands exhibiting humor on social, only 36% are willing to purchase from brands they believe are funny. And those brands have to bring it, because funny can quickly slide into annoying if not fresh, relevant, and interesting. That’s a big problem when 50% of consumers say they would unfollow a brand that annoyed them on social and 23% would walk away from your brand completely by vowing to never buy you again. Ouch.”

 

 

 

 

Click the image below for the full report.


 

Better Understanding Returns of Online Purchases

13 Jun

Online retailers need to better deal with two key aspects of the customer purchase process: abandoning the shopping cart just before checking out and handling the returns of online purchases. This post focuses on the second factor — returns.

Navar surveyed almost 700 U.S. consumers who returned at least one online purchase over the preceding 12 months to understand people’s attitudes towards returns when shopping online. As summarized in a press release about the study:

“‘An online return is a critical moment in the customer journey. Retailers have an opportunity to impress and delight customers, especially high-value segments like millennials and affluent shoppers. They treat returns as a natural part of the buying process and have come to expect convenience and transparent communication,’ says Amit Sharma, CEO of Narvar. ‘If retailers can meet these high expectations, they can use returns to improve customer satisfaction, inspire loyalty and fuel new revenue streams.'”

“U.S. millennials make 54 percent of their purchases online. As they buy more online, they return more too. Yet, retailers are not meeting expectations, with 48 percent of millennials saying returns are a hassle. As many as 60 percent of millennials admit to keeping purchases they dislike because they don’t want to deal with the hassle of returning them, which is 18 percent higher than shoppers over the age of 30. High-income shoppers have similar perceptions and behaviors as millennials when it comes to returns. They are also 1.5 times more likely than the average consumer to return an online purchase. This signals a new opportunity for retailers to differentiate themselves by addressing consumers’ desire for convenience, communication and flexibility in the post-purchase experience.”

 

Click the image to read more of the highlights from the Narvar study.


 

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