February 20, 2014

What you say is what you shall reap

The mistakes that brands and agencies make on social media have been talked about a lot. The problem here is not that agencies or brands lack something like a structure to deal with such mistakes; it is more to do with knowing what needs to be done in some unforeseen and undesired situations.
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Social media is a place where the brands and services are most exposed to both appreciation and flak alike. The last thing one can do on social media is to remove negative comments on their pages and especially if you are a brand like Starbucks and have disgruntled customers talking about you. If there was a faulty service or a product, the best thing is to accept and promise to resolve. The agency executive or the social media manager may not know the exact reply but is there any person on the client side who may know it? It could be someone from the customer care team or the legal team or any other team who may be equipped to resolve the query in the most appropriate manner. We at our agency have created a simple process to seek the answers from the right people before going out there and replying! The key to resolving such issues is patience and the right intent.

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December 16, 2013

“Me Lord! Gay and happy…let me be!”

On 11-12-13, India witnessed a sudden upsurge in millions of criminals as the Supreme Court’s decision reversed the landmark order of Delhi High Court which had decriminalised homosexual acts in 2009.  The court declared that two citizens of the same gender expressing love in the privacy of their own homes are criminals. Before I could […]

December 11, 2013

Don’t underestimate the power of a common man!

So, we have become a democracy now. Let me put things in perspective. Indian democracy has so far been elected and influenced by people who don’t know any better. As I mentioned in my last piece, only people who voted were: Very poor – Who are always occupied in the fight to earn a basic […]

December 8, 2013

Hurray! We are finally a democracy!

Ba-adab, ba-mulayza, hoshiyar. Bells are ringing, trumpets are blowing the red carpet is rolled out. As the election results are out, television, print and online media will see heated debates and read in-depth analysis. While the winning party might celebrate and pop that champagne, the losing party will reposition its 2014 LokSabha poll strategy. Also, […]

February 26, 2013

Facebook & the primacy of human touch

I have been THINKING!! Thinking about all that is going on around us. I am not talking about the rape case, the murder case and other gruesome crimes we have witnessed recently. I am talking about how we as a society are rapidly becoming oblivious to our surroundings. I very strongly believe that the advent […]

September 22, 2011

Another Blog.. Why? Why? Why?

I have been running a social media agency for years now, and have shied away from starting a blog of my own.. Weird, right!! Well, come to think of it, not so weird. Everybody in the social media industry seems to want to right, some prolific great writers, and others just like to hear themselves […]

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