Carrot’s President Mike Germano weighed in on the AdAge article “The Right Way to Make Your Social-Media Mea Culpa“, giving brands a few pointers to effectively apologize to customers and turn a potential headache into a winning display of customer service, served up social-media style.

“Advertising gave brands a voice, but social media gave brands a personality,” said Mike Germano, president and creative director of new-media marketing agency Carrot Creative. “So crafting the tone of the message is very important.”

Read more and see the article on here on AdAge’s site.

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Top Media/PR bloggers from MediaBistro, Joe Ciarallo of PRNewser and Matt Van Hoven of AgencySpy, sat down with Carrot President and Creative Director Mike Germano to chat about the landscape of Social Media.

An excerpt:

“…social media is not meant for everyone (or, more poignantly, every client). Germano says clients come to him, whether of their own volition or via an agency who seeks Carrot’s skills, however Carrot still turns down one in five clients whose business isn’t right for Social Media. Regardless, Germano considers his (and co-founders Robert Gaafar and Chris Petescia) business an agency — not a vendor.”

Videos of each interview are posted on the AgencySpy and PRNewser blogs.

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“Brands want to communicate with customers, and there’s an equation there that can be easily replicated with sports in that players want to interact with their fans to create a more loyal fan base. [In terms of the NBA] social media allows players to very easily transcend just being a basketball player. It allows any athlete to take that next step in communication with fans and make it personal.”

Check out SLAM Magazine Online and read the rest of the article HERE.

This article is copyright © 2010