Tag: Social media

Image representing WiseStamp as depicted in Cr...
Image via CrunchBase

Things we’ve been tracking in the past 24 hours…

 

0

Here’s part 3…

As I introduced at the beginning of this post, using social media to react is just the beginning. But at some point it takes a shift to not only react, but also lead. Demonstrating the value of social media is our mission in 2011. In 2012, proving the value of the insights learned from customers and prospects in social channels will help connect disparate business units and functions into one connected and adaptive company.

This is about taking the perpetual switching of social media from on and off to on again and evolving campaigns to that of continuum engagement. A connected customer is always on and as such, an adaptive business must do just that, remain nimble.

Your task is not easy. The case must be made to leadership that there are material benefits in embracing change. To help, I’ve assembled three videos produced by Salesforce featuring my dear friend Dr. Natalie Petouhoff. In each of the three videos, you’ll learn how to build the business case, how to calculate ROI and how to make the cause for an adaptive business.

via briansolis.com

Here’s the final installment on how to make the cause for an adaptive business…

0
Image representing Google as depicted in Crunc...
Image via CrunchBase

Things we’ve been tracking in the past 24 hours…

 

0

via marismith.com

0

Here’s the second installment…

For some of you, I’m preaching to the choir. Perhaps this comes across as rudimentary or common knowledge. But in my experience, social media is largely siloed in marketing departments. And for those businesses experimenting with customer engagement in social media, engagement insights and lessons are largely siloed within the service department. I challenge you to extend the value of social media beyond any silo to not just socialize the entire business but introduce new processes, systems, and methodologies that makes it more relevant and adaptive to an increasingly discerning connected customer.

The opportunity before us extends beyond Twitter, Facebook, Youtube, and even in the communities that exist to connect customers to one another in branded forums. The challenge however lies in our ability to translate engagement into either direct or dotted lines to existing business metrics. Yes, we need to look beyond what I refer to as the 3F’s (friends, fans, and followers) to prove the value of social media. But this goes beyond just documenting converting numbers into KPIs that lead to ROI. This is also about translating insights into catalysts for business transformation.

To determine the ROI of social media, programs must be designed with the end in mind and compared to the performance of existing programs using existing measurement processes. Additionally, customers insights and trends must be documented to demonstrate the opportunity to improve customer experiences. For example, you can demonstrate that social media reduces inbound call volume and thus saves the company money over time. But that’s just the beginning. If you identify repeat problems, issues, or trends, your next step is to work with the affected business units to create or deliver a fix. Once this is communicated to customers through all available channels, customers en masse will feel acknowledged and appreciate the businesses ability to adapt to their needs and concerns. What’s the value of that experience?

via briansolis.com

Here are some thoughts on the ROI of social media…


Part 3 tomorrow…

0

Yup. This about says it all…

0
Image representing iPhone as depicted in Crunc...
Image via CrunchBase
Ponder this…

At CES, Twitter CEO Dick Costolo revealed that 40% of all tweets come from mobile devices, demonstrating mobile’s increasing importance to the social media company.

On stage at the AllThingsD event at CES, Costolo bantered with Kara Swisher about why Twitter is at CES, its plans to become simpler and more consistent across platforms, and the impact of its celebrity users.

During the course of the conversation, Swisher asked Costolo which devices and operating systems are the most important to Twitter’s future and its health. Costolo responded by saying that 40% of all tweets are now composed on mobile devices, up from around 20% to 25% a year ago.

Twitter mobile usage exploded with the release of the company’s official iPhone, iPad, Android () and BlackBerry apps. The mobile web site, SMS, Twitter for iPhone and Twitter for BlackBerry are the most popular Twitter apps after the company’s website.

Costolo also revealed that Twitter () now has 350 employees, 100 of whom were hired just recently in Q4 2010.

via mashable.com

Does this surprise you?

Related articles
0
This icon, known as the "feed icon" ...
Image via Wikipedia
Google Reader is the killer app for ‘personal news aggregation’ for ‘thought leadership’ marketing. It all comes down to effectively managing rss feeds…

What is RSS?
An RSS Reader is a simple and easy way to read your favorite news site or blogs. Instead of going out to these site to read the most recent stories or posts, the newest stuff comes to you, all in one simple page. Even more convenient is having a Reader which is online, reaching it from any place in the world.

In my eyes Google Reader is one of the best online RSS Readers on the web. For the first time user, just getting used to the whole RSS thing, this post will talk about: a) How to subscribe to a feed b) view your feeds c) the cool features built into Google Reader and d) just some nifty little tricks you can use while you’re at it. Remember, being a master of your RSS feeds is also a very important way to build up and maintain powerful social media accounts :)

The first thing you would have to do, is head over to reader.google.com and sign up for a free account. From there, you would want to start building up your subscriptions.

via blueglass.com

You can follow the ‘via’ link above if you’re just getting started with Google Reader…

2
Image representing iPhone as depicted in Crunc...
Image via CrunchBase

Things we’ve been tracking in the past 24 hours…

 

0

Thanks to Brian Solis for curating these videos and calling them to my attention…

Your businesses faces great change. This statement is true about customers, competitors, and everyone else affecting market behavior. The question is, what are you going to do about it?

Customer engagement, and specifically customer engagement in social media offers many benefits that businesses are starting to uncover, most of it unintentionally. While many champions knew in their gut that social media offered business value, to what extent is now something that is becoming a primary focus in 2011 to 2012 budgetary planning. From satisfaction and goodwill to thriving online communities to building loyalty and trust, customer engagement in social networks is revealing tangible advantages. Once champions recognize how to capture activity, document progress, and translate raw numbers into tangible business value, social media will become an integral and proven pillar in the foundation of not just customer service, but the very fabric of business.

via briansolis.com

Part 2 tomorrow…

1
Image representing RightNow Technologies as de...
Image via CrunchBase
Tell me again why I should monitor my brand online?

The spotlight — or maybe the flood light — shines on bad customer service online. Companies should worry about public complaints and reports of their brand failures more than ever, suggests a new report from RightNow and Harris Interactive. Contrarily, they stand to make more money if they can deliver a superior experience, the report says.

The Customer Experience Impact 2010 report reveals that 82% of consumers in the U.S. said they’ve stopped doing business with a company due to a poor customer service experience. Of these, 73% cited rude staff as the primary pain point, and 55% said a company’s failure to resolve their problems in a timely manner drove them away.

Almost everybody surveyed, a full 95%, said after a bad customer experience they would “take action.” 79% of U.S. consumers said they blabbed about their negative customer experiences in public and amongst friends. Of consumers who took to social media sites including Facebook and Twitter to publicly air a complaint, 58% expected a response from the company, 42% expected a response from a company within a day, but only 22% said they’d actually gotten a response as a result of griping there.

via techcrunch.com

You can follow the ‘via’ link above if you want the rest of the story…

0
Image representing Facebook as depicted in Cru...
Image via CrunchBase

Last week, I finally got control over my Facebook place and immediately I went to merge it with my page. No joy! I brought the issue to the attention of Facebook and this was there response: “We are aware of the problem that you described and apologize for the inconvenience. Unfortunately, we do not have a specific date for when this issue will be resolved but hope to fix it as soon as possible. We appreciate your patience.”

0
Media_httpjagdiditfil_egvpj
via jagdidit.com

Commercial signs are a great way to generate leads — especially when they are combined effectively with social media! Learn how. Sign up here …

Related articles
0
The Charlatans
Cover of The Charlatans

Things we’ve been tracking in the past 24 hours…

 

0

Nilofer Merchant is a kick-a$$ woman from Silicon Valley about whom I have posted several times before [search box!]. Here she is at TED speaking about innovation…

I think you can why I’ve been blown away by her for years — she’s a deep thinker and engaging communicator, Nilofer totally rocks!

Well, today Nilofer just ask lil’ ol’ me for help in putting together her ‘thought leadership marketing’ toolkit. What a great world it is when a Silicon Vally powerhouse can call on an ‘internet plumber’ from Algoma, WI and they can collaborate using this wonderful thing called the internet…

I know that when you get in the end zone you’re supposed to act like you belong there but I’m awed. And humbled. And I’ve been practicing and perfecting my craft every day for 5 years just waiting for an opportunity like this. I’m ready to kick a$$ for you — let’s roll, Nilofer…

Related articles
0
Image representing Facebook as depicted in Cru...
Image via CrunchBase

…is a hot topic in every social media seminar I do. John Jantsch has some excellent guidance in this article…

“Facebook continues to grow in popularity with small business to the point where it’s no longer a matter of if you should be utilizing this platform as how. It’s really no surprise to me that Facebook is generally deemed more useful for the small business than other social media tools, such as twitter. The Facebook platform and applications are such that a business could feasibly build their entire web presence there – particularly now that Fan pages can be viewed publicly by non Facebook users.

So, the question I want to dive into today is this: What’s the best way to approach Facebook for your business?” Source: 3 Ways for Businesses to Take Full Advanage of Facebook | Small Business Marketing Blog from Duct Tape Marketing

You’ll want to go to the source to get the answer. Questions? Feedback? Leave a comment or use the contact page…

Reblog this post [with Zemanta]
0
West facade of Buckingham Palace, seen from th...
Image via Wikipedia

Things we’ve been tracking in the past 24 hours…

 

0
via twistimage.com

Travel much? Then you might benefit from this advice from social media superstars Chris Brogan [above] and Mitch Joel [here]…

Posted via web from e1evation, llc

0
via convinceandconvert.com

You can follow the ‘via’ link above if you want more of Jay Baer’s perspective…

0
0
Los Angeles Lakers Shaquille O'Neal 12/20/1999
Image via Wikipedia

All the topics that interest US in the past 24 hours…

 

Related articles
0

Start a Blog at WordPress.com.

Up ↑