A strong reputation is hard to achieve, and easily lost. (Bad) news spreads fast, especially on social media. How can you anticipate and act on this, and prevent reputation damage?
We seem to be in the Age of Everything: the Age of the Customer, the Age of Artificial Intelligence, the Age of Data, the Age of Digital Transformation, the Age of Disruption, and so on. If there is one thing these ages have in common, it is their focus on delivering memorable customer experiences. But with a lack of integrity, experiences are destined to vaporize. Welcome in the Age of Trust.
I had the honor to contribute to a book by the Dutch Foundation for Management Studies (SMS). The book covers the phases that most companies go through in becoming socially mature, and comes with dozens of great case studies. I provided input on how KLM transformed itself into the “world’s most socially devoted brand” (Social Bakers – 2011, 2012, 2013, 2014). This book (in Dutch only) is a must-read for all companies – big and small – anxious or eager to move forward in the social media landscape.
[Keynote] – With 2000 attendees, the second edition of the Marketing Rockstars Festival in Graz, Austria was fully sold out. I was invited to give a keynote during this very well organized and inspiring one-day event. Zooming in on online reputation and issue management, I felt a bit like the odd man out between all those marketeers. But at the same time I think my talk added an interesting layer to the event’s program just as well.
[Keynote] – The Social Media Tourism Symposium (SoMeT) is a yearly social media conference held in the United States, Europe and Australia. This 42 minute keynote, recorded at the Nashville event, includes KLM’s social media strategy, engagement tactics, as well as several in depth case studies and key learnings about online reputation management.
[Keynote] – Held simultaneously in an increasing number of cities across six continents, Social Media Week is one of the world’s largest social media events. With 70,000 attendees and 5,000 speakers yearly, the event connects more than one million people through social and mobile. In close concert with RauwCC, the organizer of the Rotterdam event, I decided to do the first ever Social Media Week tour: speaking in Berlin on Monday, London on Tuesday, and Rotterdam on Thursday.
