That was the title of the PR Moment event hosted here at Ogilvy Public Relations this past Wednesday. Chaired by our EAME CEO, Stuart Smith, and with over 100 people in attendance; it was standing room only as representatives from both British Gas and Age UK shared their lessons and findings from their own Facebook marketing endeavours.
Some examples include Rob Mansfield citing that Age UK use Facebook for conversation, feedback and of course, to be a more human brand. With over 5m over-50s on Facebook, Age UK’s choice of social platform is a wise one indeed. Good work.
Following on from that, Laura Price from British Gas talked through their key reasons for Facebook usage; pro-active response, self-help and engagement. With each different area providing a different service for their consumers, Laura pointed out that although many people ‘like’ their page simply to complain, at least that British can do something about it, i.e.: converse with their fans in order to fix the problem at hand.
A telling statement, and one that we agree with.
Also, a worthy mention of customer service tool ‘Get Satisfaction‘, which British Gas also use by way of a Facebook app to help manage the flow of their customer queries.
Finally, our latest recruit James Whatley stepped up to speak about which organisations should use Facebook (and which should not). His slides are up on Slideshare and we throughly recommend clicking through for a peruse (along with slide notes!) to see what he was talking about…
All in all a great night was had by everyone who attended. Keep an eye on PR Moment for information about the next upcoming event and perhaps we’ll see you there!
