Everyone likes to point out how wonderful social media is – how they connected with lost friends from high school, they met new friends with similar interested, and all the cool things they learned. Marketers love it too because it gives them a great new channel to to connect and engage with customers in...
Read more →One of the ah-ha moments that many of the companies I work with go through is accepting that digital risk management (and for that matter many other aspects of risk management) are directly tied to the customer experience. It makes sense – if a user has a good experience that is supported by a...
Read more →A primary component to social and digital risk management is how you make decisions. Risk management decisions can’t be made haphazardly or without a context. Instead, risk management decisions need to follow a structured approach to ensure that nothing is missed. The OODA Loop As a U.S. Air Force fighter pilot, Col. John Boyd...
Read more →“Social media is part of the enterprise risk factors managed at the board level.” Fortune 50 CMO Is it important for corporate boards to pay attention to social media? It’s a common question among recent discussions I have had. When it comes to social media risk, yes it is. Social media risk has moved beyond...
Read more →As brands become more involved in social media, many do so without understanding the very real risks that the brand faces on social media. But the one unique risk characteristic for social media is that all of the potential risk events have a human agent. For example, in 2009, Mommy Blogger Heather Armstrong (aka...
Read more →Your customers are everywhere, literally. They are searching your Web site from home or an island in the Caribbean. They are on your Facebook page while they are cooking dinner, watching their kids at the park, or even on a treadmill at the club. They are tweeting to your customer service reps while they are...
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