Every product and brand has announcements they fear their customers won’t like, but how to do you keep your cool and be prepared for the worst, while hoping for the best? Microsoft’s SQL Server Marketing Team was faced with this challenge when new pricing and licensing information was about to be disclosed.
These challenges included: no prior tribal knowledge, socially engaged customer base, followed highly visible announcements from VMware & Netflix, required a scalable & flexible solution with 24/7 monitoring, and mobilizing an entire organization to field customer comments/queries.
Learn how they implemented an Online Listening & Engagement (OLE) Plan to mitigate customer dissatisfaction and maintain positive sentiment through a potentially catastrophic announcement for their brand.
3. What You Can Do
Disclosure Support
PREPARE SUPPORT MAINTAIN
PRE- DURING POST
DISCLOSURE DISCLOSURE DISCLOSURE
Content Strategy Command Center Daily Listening
Listening
Response Packet Weekly Summary
Reporting
Listening Prep Monthly Reporting
4. How To Do It
Disclosure Support Listening
Social Mentions Evaluate & Approval &
Escalate Response
• Blogs • Reddit • Listening Support • Command Center Lead
• Tweets • Tumblr (Twitter Mentions) (Response Approval)
• Facebook • Videos • Listening Support • Response Lead
• LinkedIn • Forums (Outer Web) (Community Response)
• News Articles • Content Creation
(On-Demand, As Needed)
5. Who You Need
Disclosure Support Roles
Command Center Lead
(Strategist)
Response Lead
(Community Manager)
Listening Support
(Social Analyst)
Content Creation
(Content Strategist)
9. How To Keep Track
Daily Reporting
SENTIMENT
TOPICS
PLATFORMS
VERBATIMS
Notas del editor
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Escalation Report\n\nIdentifies:\nPerson\nReach\nAffiliation\nContent Verbatim\nLink\nRecommended Messaging\nSuggested Response\n\n\nRequests:\nApproval (Y/N)\nApproved Alternative Response\n
Command Center Daily Report\nDaily email that is sent by Command Center lead (Microsoft employee) to internal departments recapping the important conversations of the day, as well as providing a high-level view of 3 key metrics: Mentions, Responses and Overall Sentiment. This is the aggregated overview of the individual shift reports (below). \n\nShift Report\nTo be filled out as items come in and a response/escalation path is determined. All items must be captured, but not all items will need to be responded to.\n\nPost-Disclosure Report\nTo be filled out as items come in and a response/escalation path is determined. All items must be captured, but not all items will need to be responded to.\n