Surviving the Reign of Social Media

P&G's new Pampers Dry Max diapers are under siege from a grassroots social media campaign accusing the product of causing chemical burns. Two class action lawsuits have been filed in Ohio. The company has denied all claims, both legal and anecdotal. The marketing trades are covering it as an emerging case for "the power of the democratized web" and I'm sure it'll appear in every digital marketing agency pitch that gets peddled this summer.

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Ghost in the Machine

Toyota's latest crisis illustrates a problem that will continue to plague multinational businesses: what does "the brand" stand for when there's seeming limitless breadth, depth, and variability to corporate activity?

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Nothing To Say

Bank of America/Merrill Lynch took out a double-page spread in the Wall Street Journal last week to deliver what it must have felt was a very important message to its current and would-be customers:


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How to Spot Social Media Snake Oil

Recently colleague Peter Kim and myself found ourselves in close contact with a "social media expert". The problem is this expert was sucking in the feed of my blog without permission, attribution and had more holes in his resume than a slice of Swiss cheese. So how do you separate the social media snake oil from the vinegar? It's not easy, but here's a few pointers:

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Does HP Need a Plan for Broken Promises? Do You?

Well before the social media age, we all learned that trust and reputation are important currencies in this thing called life.  That's why our parents, professors and parish priests have taught us to be honest and honour our promises.  And most of us try and do just that.  It doesn't always work like we want, but largely we get by.  Or if things go wrong, we apologise and try to make amends.

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True Lies

A recent Nielsen study revealed that people most trust what their friends say about stuff, and that they trust generic online consumer opinions as much as they do branded communications.

I think this has more to do with the contextual reality of the expectations than it does with any inherent trustworthiness in a particular communications medium (or lack thereof).

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Time to Retire the 'Let Sleeping Dogs Lie' Strategy for Contract Renewal

by: John Caddell

Auto-renewals of long-term contracts have a lot to like about them, at least for the seller of a product. If the customer doesn’t have the bandwidth or energy to reopen negotiations, a contract rolls over for another period–one year, three years or more. The supplier wipes his brow and relaxes, with that client’s business in the books.

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We Trust Strangers so Much We'll Even Lend Them Money

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Earning Trust in Streams = Attention + Influence

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Call Them Clients? No, They Are Business Partners!

by: Design Translator

I recently visited the website of the book “The Art of Client Service” written by veteran advertising Account Manager Robert Solomon. Though I have yet to read the book (I plan to eventually!), the content really resonates with me, as it is a snap shot of the Strategic Design Management role I play daily.

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