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SOCIAL MEDIA ALL-STARS

SOCIAL MEDIA ALL-STARS. Professor Chip Besio Cox School of Business. Best in Customer Service. The tone of @JetBlue mirror the airline’s vibe: informal, breezy @ JetBlue has 1.7 million followers JetBlue Facebook has 800,000 likes

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SOCIAL MEDIA ALL-STARS

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  1. SOCIAL MEDIA ALL-STARS Professor Chip Besio Cox School of Business

  2. Best in Customer Service The tone of @JetBlue mirror the airline’s vibe: informal, breezy @JetBlue has 1.7 million followers JetBlue Facebook has 800,000 likes Even when there is a heavy volume of messages (e.g., stranded passengers) JetBlue responds in real time A 26-member dedicated social media support with same training as the reservations center

  3. Small Business Saturday page on Facebook has 3.2 million likes • AmEx customers who link their cards to Twitter, Facebook and Foursquare get special discounts (Walmart.com and Best Buy have offered deals with this service) • #PassionProjects lets a community of creatives tweet and post about their passions for a chance at Kickstarter-style fundraising Best in Marketing

  4. 7 Portfolio Managers/24 Employees • Their Private Digital Network: • Resource for Entrepreneurs seeking advice on everything from debt funding to hiring • Forum for marketers, engineers and salespeople who work for FRC backed companies • Works because all FRC CEOs know each other • Helps FRC compete with much bigger competitors and demonstrates the power of social software Best in Small Business

  5. Utilize Facebook Groups in an employee only/closed version to share ideas • Managers use the platform to promote projects to generate internal buzz (buzz can attract top talent to a project) • Employees beta-test products, pose questions, dole out critiques and post likes • It is the primary tool for collaboration at FB Best in Collaboration

  6. Ron Dromgoole was looking for a Nuclear engineer post Fukushima who spoke Japanese, was a U.S. citizen and had an appropriate security clearance • Started with LinkedIn and found several candidates but wanted more information • One of his candidates had created a LinkedIn Group to discuss the disaster with his peers • Interviewed the candidate and hired him • Recruiting budget less than $100K for the billion dollar lab which is why Dromgoole uses social media Best In Hiring Source “Fortune” Magazine, September 16, 2013

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