…on the Top 10 Tactics and Tools for Social Media. Here’s my mindmap. What’s missing? You can grab the map and move it around or make it full screen if that helps by using the menu bar at the bottom of the map…
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April 6, 2011 – Best use of the word ‘seminal’ in Google Reader today…
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- Image via CrunchBase
Back in the day, if you wanted support from a business, you had to go to where the business’s reps were. Be it via an 800 number, support forums, e-mail or chat, the business would set the rules about how quickly your inquiry was addressed.
But with social media growing as a real-time support channel, the picture looks quite different these days. Customers are taking back control, and businesses increasingly have to assist on consumers’ terms.
I chatted with a colleague of mine, Brian House of IBM, about the different types of people searching for social support, and we discovered that most can be put in one of two categories. The first is the “social media native.” These are people who use social media, specifically Twitter (
), as their main point of contact with companies and brands. These types are social media-savvy and reach for Twitter to share their everyday thoughts and opinions, which often overlap with their use of products and sentiment about brands.
The second type is the “last resort social media user.” This type of customer is more dangerous to a business because she is likely frustrated with the brand’s traditional support channels and has resorted to the public forum of social media to voice negative sentiment. She is not happy and won’t hesitate to share her opinion with friends.
Social support is no longer a luxury, but a necessity in today’s business climate. It’s an opportunity to maintain engagement with the savvy users in category one and stay on top of potentially damaging chatter from those in category two. To ensure that you are successful, here are five tips and considerations that you need to think through before engaging in social support.
via mashable.com
You can follow the ‘via’ link above to go to the source and read the 5 tips…
Related articles
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- Image by Getty Images via Daylife
If there were ever a CEO who was rearranging deck chairs on the Titanic without knowing it, it’s Steve Ballmer. Read on…
“Steve Ballmer must be on crack. Or something. In a fascinating interview with the Financial Times, Ballmer has the cheek to call Google a one-trick pony (this from the company that has only managed two break-out successes so far), can’t seem to come to grips with the fact that he hasn’t budged his stock price in eight years, and takes solace in the fact that the company only has “one way to go, and it’s up, baby, up, up, up, up, up!”
Please pass the vial, Ballmer.
One place where he comes down to earth is in his admission that he hasn’t figured out how to compete with open source:
I’ve got to tell you, in every – other than the battle with Open Source, every other competitor, I love being able to come into a room and saying we’re better and we’re cheaper. We’re going to try to say we’re better and we’re cheaper basically. [Editor; big lie!]
In the case of Linux vs. Windows, anyway, Microsoft is neither better nor cheaper. In its other products, too, it’s losing that argument.
But it’s really in deriding Google that Ballmer looks ridiculous. When asked about Google, he opines:
I mean, come on. They have one product. It’s been the same for five years – and they have Gmail now, but they have one product that makes all their money, and it hasn’t changed in five years.
I mean, they have a gestalt, but gestalt is gestalt. Let’s talk about the reality. The reality is one product makes 98 percent of all of their money, search.
Pot, meet kettle. As the Wall Street Journal noted in response to this Ballmer comment, “The definition of death, in corporate America, is believing you don’t have any competition. The definition of being in a coma may be underestimating that competition.” Ballmer even said that Microsoft has only had two hits – Office and Windows – in the interview.” Ballmer to Google: You’re a one-hit wonder | The Open Road – The Business and Politics of Open Source by Matt Asay – CNET News.com
Click the link to read more…
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In order to stimulate interest, businesses are told they have to discount goods and services by at least 50 percent. Even deeper discounts of up to 80 percent are encouraged. On top of that, the group buying site keeps as much as 50 percent (more perhaps?) of the amount the merchant brings in.
You do the math. If you offer a deal of $20 for $40 worth of goods or services, then the group site keeps as much as 50 percent of the amount sold, does that make sense?
Oh, but it’s advertising. Right, I get that. And if you’re advertising budget is big enough, or the margins on your products are high enough, it makes sense. You don’t lose your shirt with every sale. But, not every small business is the Gap. Quite to the contrary, most of us work on minimal ad budgets and thin margins.
One small business, Poises Cafe, lost so much money the owners had to dip into their personal savings to cover what they claim was an $8,000 loss! The owner called it a “terrible decision,” one that was made at the objection of her husband. Consider not only the strain this placed on their business, but their personal lives as well.
Paul Chaney has done a good job addressing the Groupon dilemma here. Personally, as a consumer I love Groupon, but as a small business owner I have a lot of other options that are free or much cheaper. You can follow the ‘via’ link above to read the rest of Paul’s article — comment below or ‘connect’ above to discuss how this applies to you and your organization…
I was drawn in by the title of this compelling YouTube video. It’s a thoughtful piece on why it may not be as easy as you’d like to introduce new strategies…
You can follow the ‘via’ link above to go to the source if you’d like to read author Jason Fall’s thoughts on the topic…
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Long, but interesting…
httpv://www.youtube.com/watch?v=KHGcvj3JiGA
…according to John Jantsch…
One of the most common questions I receive is “how do I get started blogging?” Some might find it a bit odd that I suggest a three step approach and the first two steps don’t have much to do with directly working on your own blog. No, I think you get started blogging by working on your blogging mindset and blogging presence. So, here’s my 3-step blogging start-up plan.”
Click here to read more…
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via geekculture.com
Comment below or ‘connect’ above so we can talk abut how this applies to your business…
Bright, shiny objects! 
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