In the past, when Walmart’s social pages were attacked with misinformation, their strategy was to ignore the inaccurate posts. But now, Walmart’s social media leader, Umang Shah, says, “No more free shots.” His social media team is proactively improving Walmart’s word of mouth by engaging with these people and correcting misinformation.
They’re also using social media to build awareness for the initiatives not everyone thinks of when they think about Walmart: stuff like hunger relief, sustainability efforts, and disaster relief. Using data, they find the right influencers for each of these topics, jump into popular conversations, and promote the content that spreads the most word of mouth.
- How Walmart is using data to understand their audiences better
- Why Umang prefers to have social media specialists, instead of generalists, on his team
- Why poor content can kill even the best social media strategy