There are bound to be brands that make mistakes and the incessant “beat the dead horse” approach by many thought leaders is discouraging and, frankly, reminiscent of ambulance chasing lawyers.
Many of my fellow marketers and communications colleagues know it is hard to do things differently at times. You often find resistance to change and organizations who think any risk is too much risk. Luckily, during my time at H&R Block, I was given the green light to take some risks and to really do things differently to engage clients.
To do the command-center model right, a setup has to envision a real-time workflow empowered to take action on all of the relevant content being analyzed, whether it be insights derived from real-time monitoring, opportunities to respond, or great discovered content to feature that elevates you and your fans.
Having just gone through the holiday season, I had time to catch up with colleagues from across the globe and I asked them that question. I asked them, especially those like me who were early in the adoption process for big brands, how the struggle (and it is – everyday) to integrate is going. The answers were not surprising and, in some ways, both encouraging and discouraging.