By Iain MacMillan on February 4, 2010
I took part in yesterday’s social media debate, hosted by the IAB as part of social media week. Lots of interesting debate amongst the panel and audience regarding when, where and how organisations should respond to commentary within social spaces.
I talked mostly from the customer experience/service angle. Although the room was mostly full of agency and client marketeers, it was interesting to see how this is increasingly becoming part of their lives. Yet more proof that the business departments/silos need to find better ways to work together.
Thanks to Tom and Amy at the IAB for organising.
Posted in Customer experience, Customer service, Events, Stories |
Iain founded RMM in 2006, with the objective of providing good, strategic advice across all areas of digital and social media. Nowadays, the focus is entirely social and involves the provision of more than just advice – insight, inspiration and expertise in social media. Iain leads the strategy development and training teams on most client projects.
He specialises in leading client strategy projects in a number of sectors, including finance and gambling, where RMM has conducted studies into social behaviour in highly regulated environments. He also leads projects for travel sector clients, a sector in which RMM works in partnership with eCRM sector specialist, Spike Marketing. They work together across a number of clients, most recently including Neilson Holidays, Thomas Cook’s ski and active holidays division.
Prior to RMM, Iain spent five years helping to run the web design business, Tonic, winning and managing accounts such as Vodafone, GE, GAP, MTV and Barclaycard. Before that he worked at Tribal DDB London, working on Volkswagen before heading up the Victor Chandler, Sony Europe and Guardian accounts. And before that he had a colourful career in music promotions, running the annual Soho Jazz Festival in 1997.
Iain spends quite a large amount of time trying and failing to explain to his long-suffering wife why he really loves golf, seventies hard rock and eighties pop. She remains none the wiser.
