The idea of tone of voice of an company was highlighted to me by BBC Radio 4's You and Yours radio programme on the Thrusday 1st of November.
http://www.bbc.co.uk/programmes/b01nl96c (42mins in).
They were interviewing Social Media time from east coast railway line about their direct feedback to consumer on twitter. This article also highlighted an study done by America Express.
http://about.americanexpress.com/news/pr/2012/gcsb.aspx (accessed on the 8th November).
The study by America Express look at how social media has influenced the way we interact with companies when we have complaints. The study is focused on American consumer with "one in five consumers say they've used social media at least once in the last year to obtain a customer service response, and this relatively small group of consumers is extremely engaged and vocal." Which shows why it is important for brands me easily accessible as people, as people want to engage and give an opinion. But people are looking to inform others about the service they experience, sharing their knowledge for the good of others but also the company.
Case StudyBODY FORM
Body form made this youtube video in response to someone posting a facebook post on their fan page. From this the social media team at Body form created this response using a informal and humanized voice to get people interacting and engaging again with the techinics highlighted in the message and video.
http://www.huffingtonpost.co.uk/2012/10/16/bodyform-the-truth-video-response_n_1970503.html#slide=1647167
http://www.bbc.co.uk/programmes/b01nl96c (42mins in).
They were interviewing Social Media time from east coast railway line about their direct feedback to consumer on twitter. This article also highlighted an study done by America Express.
http://about.americanexpress.com/news/pr/2012/gcsb.aspx (accessed on the 8th November).
Case StudyBODY FORM
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