Social Media – Audits & Monitoring
Maitland/AMO was appointed to help a client operating in Europe’s Consumer, Retail and Leisure sectors to raise its profile and improve its reputation in the UK media.
The company was consistently rated as the worst in its peer group for customer experience. While the management team’s efforts to turn this around were starting to bear fruit, their ability to communicate the improvements were being hampered by persistently negative sentiment online. This was the result of a campaign from some committed detractors on Twitter and other social media channels.
Consistent measurement and reporting of social media indicators has proved a valuable tool for the management team. We held off from proactive media engagement until clear improvements in the customer experience were demonstrable and as a result we have been able to focus media attention on the positive aspects of the company narrative.