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Attack of the Customers! A Conversation with Paul Gillin

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Hello everyone! I'm Kathy Klotz-Guest, host of Jargonorrhea Live - A Viral Marketing Show, and CEO of marketing firm, Keeping it Human. My company turns marketing-speak into human speak and stories that get results!  If you're looking for jargon-monoxide poisoning, spin and BS, we're happy to recommend our competition. You can find me at http:www.keepingithuman.com.

When Customers Attack!

Today, power and influence is shifting to customers.  For years, consumers lacked the power to be heard when complaints went unresolved. Now, social media amplifies the "angry voice" of the customer. And attacks from savvy, funny and credible users with platforms can go viral.

  • How should brands handle attacks?
  • What can a company do to prevent one?
  • How can companies be more effective in diffusing legitimate and unfounded criticism?

Join me and our special guest, journalist, author, all-around hueckuva great guy, and b2b social media advocate, Paul Gillin, as we discuss his new co-written book, Attack of the Customers: Why Critics Assault Brands Online and How to Avoid Becoming a Victim. (Co-written with Greg Gianforte).

About Paul Gillin

Paul Gillin is a former technology journalist who was smitten by social media in 2006 and has never looked back. He consults primarily with B2B companies to help them make smart choices about digital marketing, and his clients have included IBM, Cisco, Corning, Disney, Hitachi and many other companies. He's written five books about online communities since 2007, including his most recent book, Attack of the Customers. He's also a columnist for BtoB magazine and my colleague at the Society for New Communications Research.

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