When genuinely pleased or angered, customers express their feelings in a variety of ways. As someone who works for a large company, I'm accustomed to seeing tweets, blog posts, videos, photos and even entire sites built to convey a strong reaction.
But how many use poetry to make their points? Last week, Aaron Strout (@AaronStrout) approached a group of bloggers with the notion that we should create haikus of brand experiences we've had. And while we debated whether these should or would take the form of positive or negative brand experiences, it quickly became clear that most of us would likely be writing on positive experiences.
One of the reasons for this would seem to be that it takes quite an effort to compose poetry, therefore it's more likely that a brand loyalist would take the time to go to that length. It's probably summed up a little more eloquently by William Butler Yeats who wrote, "Out of the quarrel with others we make rhetoric; out of the quarrel with ourselves we make poetry."
Since I'm associated with a fairly well-known brand, I've decided to create my haiku for Ford:
Customers love tech.
Ford's solution? Hands-free SYNC.
A great mobile app.
In the multiple blogger batting order, my post was preceded by Tamsen McMahon (@tamadear) and will be followed by Sydney Owen.
Do you have a haiku of your own? Feel free to share it below.
Few people understand the constant pressure that the corporate social strategist is faced with. On any given day, the pressure can include internal challenges such as culture change, demands on proving the worth of programs, program development and execution, vague understanding of the role by some colleagues, the necessity of integrating the function throughout the enterprise, as well as external demands such as interview requests and a constant barrage of questions via email, Facebook and Twitter.
The role is clearly evolving and is one that many companies, small and large, are currently filling. I was lucky enough to be selected to fill the role of global digital & multimedia communications manager (aka head of social media) for Ford Motor Company in July of 2008, and I've witnessed much of the above - and more - in my role. We're definitely at a crossroads in terms of the maturity and evolution of the function, particularly in integrating this nascent field into more business processes and making it live beyond the realm of just a handful of people within the organization.
Now, Jeremiah Owyang (@jowyang) of Altimeter, along with Charlene Li (@charleneli), Christine Tran (@christineptran) and Andrew Jones (@andrewjns), has undertaken what I consider to be the definitive report on the challenges, opportunities and future of the corporate social media strategist. After surveying some 140 social strategists, interviewing 50 corporate practitioners of social media and looking through some online resources, they outlined some major findings, including:
Corporations have anointed an Open Leader, the Social Strategist.
They are overwhelmed with six major challenges - with little relief in sight.
Be proactive - or be relegated to being a Social Media Help Desk.
Senior management must be selective in hiring this role - then give full support as they evolved the corporation.
Take a look at the report to see what the six challenges of the corporate social strategist are. In addition, Altimeter has 10 executive recommendations for hiring and managing a corporate social strategist that make up a solid checklist for both those new to or seasoned in social media.
Are there other challenges that you've seen that should also be noted? What's your view on the future of this role and the industry?
At Ford, Scott heads up the social media function and holds the title Global Digital &
Multimedia Communications Manager. He is a strategic advisor on all social media activities across the company, from blogger
relations to marketing support, customer service to internal communications and more, as social media is being integrated into many
facets of Ford business.
Prior to joining Ford, Scott served as Consigliere for crayon
and spent a number of years with PJA Advertising + Marketing, a
boutique BtoB agency specializing in health sciences & high tech.
In addition to his professional responsibilities, Scott is an active blogger and podcaster. He writes about the intersection of
advertising, marketing and PR at The Social Media Marketing Blog and
also writes The Baker Street Blog and cohosts I Hear of Sherlock Everywhere, two literary undertakings. Scott
has been featured in hundreds of news and business publications in print and on the web, in nearly dozens of books, and on a variety of
mainstream media, including NBC, NPR, CNN and The Wall Street Journal. Scott is a recognized thought leader in the social media industry and
frequently speaks at industry events.
Scott received his Master's in Medical Science from Boston University's School of Medicine concurrently with his MBA from BU's
Graduate School of Management. He lives in the greater Detroit area with his wife and two young sons, golfs all too infrequently, and
has a hidden talent for voice over work.
Scott speaks on social media at events, seminars and conferences around the world. His topic generally focuses on corporate use of social media, becoming an online spokesperson, and specifically on the progress that Ford has made in the recent past. If you're interested in booking Scott to speak at your event, please click here to submit a speaking request for Ford-related purposes or email me at speaking [AT] this site's URL (if you know what I mean) to send a general email request.. Scott's bio and headshot can be found in the "About Scott" tab above.
I'm Scott. I'm the global head of social media for Ford Motor Company. This is my personal blog, where I share my perspectives on social media - the convergence of marketing, advertising and PR on the Web - for marketers, agencies, the enterprise and the individual. This blog contains my personal views. My bio is available here and my headshots can be found here.