A few great ideas that I took away from her presentation:
- Expect many of your viral marketing campaigns to fail. It takes a lot of work and some trial and error, but the knowledge you gain about your customers will be valuable no matter what.
- Responding to negative comments about your business or product online is one of the BEST opportunities out there to build brand trust and a positive reputation. A humble, proactive, constructive response send a huge signal that a. You are listening, and b. You take your customers seriously.
- Don't think about "social marketing" in social networks - think about "joining the social media conversation."