Posted on March 19, 2010 by Roxanne Darling
The social media flap du jour is about the Nestlé fan page on Facebook being slammed with comments about their use of unsustainable farming in Indonesia for palm oil. It’s perfect timing as I held a webinar training this morning with a new client who shared concerns about the possibility of negative comments and inappropriate photos as a reason her brand is moving slowly with social media. (Otherwise I tend to stay away from flaps du jour!) In her case, it is an awesome brand with very high positives. So let’s deconstruct this a little bit to create some ease and markers on the social media roadway.
The truly smart companies are the ones who – regardless of their current brand sentiment – are engaging with social media because someone, somewhere, inside knows that these customer (and public eavesdropper) conversations are truly creating a groundswell in every organization. It is only a matter of time before this reaches your sales office or your recruiting desk. The message of the third millennium is that customers may not always be right but they do have the loudest voice. If you have the guts to show up and listen, then make change as a result, you are one of the diamonds shining from that very same cold mine.
Here’s a very inspiring quote from Nick Jacobs, President and CEO of Windber Medical Center & Winder Research Institute from way back in 2006! Keep in mind this is healthcare, truly a life and death matter.
“Live on the edge, the view is better from there.” That has always been my business sense. When it comes to people’s lives, we don’t take any chances. We are very very conservative, but when it comes to things like complementary medicine, the newest technologies, the best approaches that embrace mind, body and spirit, my personal life’s path has proven to me that we are all different.