client call cost me the last 1/3rd of #sm70 but awesome chatting to you all! thanks to @jaybaer for hosting. take it easy...
client call cost me the last 1/3rd of #sm70 but awesome chatting to you all! thanks to @jaybaer for hosting. take it easy...
@GetResults with broadcast media, I agree. They would need to fully understand all nuances of a company to be the mouth in SM. #sm70
@GetResults with broadcast media, I agree. They would need to fully understand all nuances of a company to be the mouth in SM. #sm70
@jaybaer I think agencies can be a company's ears but not their mouth! #sm70
Scale is a massive issue. most companies have more customers than staff! #sm70
A2 Integration - Making sure the insights from cust engagement are spread throughout the business #sm70
A2 Integration - Making sure the insights from cust engagement are spread throughout the business #sm70
RT @themaria: A1: Company should not engage in SM when its potential / existing customers, consumers, partners, etc aren't on SM. #sm70
@techguerilla because some dont have the resource or SM doesn't fit for their industry? #sm70
RT @elhoust A1: Companies shoulld not engage in SM until they have a clear strategy & execution plan in place #sm70
Q1 - If they aren't set up internally to engage on an ongoing basis #sm70
Q1 - If they aren't set up internally to engage on an ongoing basis #sm70
Joining #sm70. Hi dudes!
Gotta run guys & girls. Excellent chat, as always. thanks @lucretiapruitt for hosting #sm61
RT @ajmunn: Seeing us vs them re legal & sm. Cannot view it like that. Work with legal to set up empowering framework #sm61
@j_fuji I'd like to say don't stop! the more they use it the clearer it will be but will take time #sm61
@stephkimbro good point. legal differences for internal and external SM activity #sm61
@j_fuji to understand the difference between a tweet, blog post, video upload would be a good start #sm61
@lucretiapruitt Be good if they could look at the relevant tools but don't need to be power users to understand #sm61
RT @McCreadyM: sm guidelines should be written by those charged with executing it, and cleared by legal #sm61
@lucretiapruitt depends if the legal dept have any SM nouse. If not then they should get input with other stakeholders #sm61
RT @Marc_Meyer: Tough for legal to qualify or quantify anything when they don't know what social media is.. #sm61
Q1 Play by the rules but involve the legal dept at the start of socmed program to see what boundaries can be pushed #sm61
RT @Marc_Meyer: A little less than 30 minutes out till todays #socialmedia tweetchat on Blending SM & #Legal dept @ 12 EST #sm61
RT @Marc_Meyer: Is retention the new acquisition in social media? Find out @noon EST as @jaffejuice hosts 2days #socialmedia tweetchat #sm59
RT @Marc_Meyer: Is retention the new acquisition in social media? Find out @noon EST as @jaffejuice hosts 2days #socialmedia tweetchat #sm59
Q3 would depend where your customers spend most of their time. Research needed #sm57
Q3 would depend where your customers spend most of their time. Research needed #sm57
@djwaldow I agree thats becoming the case with social media. Content is marketing, customer service is marketing...#sm57
RT @Tbeffs: Agreed! Q1:They should correlate to Biz KPI's. #sm57
Q1 Go back to your objectives and benchmarked metrics and track performance over your timeline #sm57
Hi #sm57 peeps!
RT @Marc_Meyer: 2days Noon EST chat on Managing the Marketing Mix: Which Channel's More Effective? Host? @ambercadabra #sm57 #socialmedia
RT @Marc_Meyer: 2days Noon EST chat on Managing the Marketing Mix: Which Channel's More Effective? Host? @ambercadabra #sm57 #socialmedia
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
good chatting at #sm53 thanks @jaybaer for hosting
Q3 - big screen showing all check ins, random draw, winner gets free meal #sm53
Q3 Have a listening tool in play, provide incentive to check in (virtual or real), real time comps for those who checkd in #sm53
@smange I've seen some examples of restaurants doing that and Virgin using Twitter #sm53
@be3d Yes! check-in should be a trigger to offer a great customer experience #sm53
@Marc_Meyer @TheBlackFin agree - shouldn't be all about reviews. what about encouraging convos with others there + staff etc #sm53
RT @kenburbary: @jaybaer Reviews are fine, but just like random amazon reviews, they need context. Show me reviews from my network #sm53
Q1 it provides, much needed, layers of context #sm53
Good afternoon everyone #sm53
RT @Marc_Meyer: Today at noon we're pleased 2 have @jaybaer hosting tweetchat. topic? What Location Based Social Means to Businesses #sm53
RT @jasonbreed: Big props to @tamar for leading this chat. Very helpful, great content from everyone! #sm52
RT @TobyDiva: Q3 - for those who use agencies/content creators better be sure they understand the brand value & promise #sm52
Q3 Be useful, be polite, be authentic, listen #sm52
@tamar not if its just a follow and then nothing. there needs to be some interaction to make it genuine #sm52
RT @jasonbreed: yeah but if #nordstroms came knocking :-) RT @ScottMonty @EdHartigan @TomMartin It'll never happen. #sm52 < LOL
RT @techguerilla: I think level of "brand advocacy" goes in exactly that order. Twitter=meh, Facebook=brand user, Blog=Disciple #sm52
RT @techguerilla: I think level of "brand advocacy" goes in exactly that order. Twitter=meh, Facebook=brand user, Blog=Disciple #sm52
#SM52 Q2: I follow some brands on twitter but not fans or friends with any on FB other than my football team
#SM52 Q2: I follow some brands on twitter but not fans or friends with any on FB other than my football team
@TomMartin great point! What happens to Ford's sm brand when @scottmonty gets poached by GM? #sm52
RT @jasonbreed: remember we are talking about all forms of social: corp blog, facebook, twitter, youtube, etc. #sm52
@Marc_Meyer @sharonmostyn would have helped #nestle create a scapegoat! #sm52
Q1 We are talking predominantly about Twitter? A Fan page will always use the brand logo... #sm52
Q1 personally, I would always prefer to speak to a person rather than a brand #sm52
Hi All! Q1 Advantage of brand being your face is you aren't solely reliant on an individual #sm52
Hi All! Q1 Advantage of brand being your face is you aren't solely reliant on an individual #sm52
got dragged into a meeting so missed 2nd half of #sm51 but enjoyed the 1st half! thanks @johncass for hosting
RT @sandraproulx: Q2: Disclosure, always.Embrace writers as part of yr team. If u don't trust to promote source, shuld they b writing? #sm51
Q2 Internally ghost written content is a less of a problem. Agency created content is massively diluted #sm51
Q2 Any 'ghost writing' should be fully disclosed - avoid cans of worms opening later! #sm51
Q1 If we are talking customer service then engagement can come before content - the engagement is the content #sm51
RT @EF_Forbes: @andrewmueller agree, but after first step content supports engagement and engagement supports content. #sm51 < Well said!
Q1 Content has to be the lead and then engage around the responses & reactions #sm51
@Arrieb hi! #sm51
gotta run. thanks everyone, great chatting. thanks @comcastcares for hosting #sm50
Q3 Listening, recruitment, training, then technology...repeat if needed #sm50
RT @livepath: Forrester reported lst yr that 76% of marketing groups are disconnected from CS function. Think of THAT cultural impact #sm50
RT @dariasteigman: Q2: First step is to have the organization own customer service, not one person or one dept. #sm50 < then down to tech
@karimacatherine loving the word organigram! #sm50
@LoriBurke I think a CCO would need a team or a line into each dept to be effective. too much for 1 human! #sm50
RT @techguerilla: @comcastcares At its core CS is a delivery mechanism for your Brand Values #sm50
@comcastcares is a CCO an evolution off a community manager? #sm50
agree with @socialtality, the divide will be there but whats changing is the integration of insights #sm50
Q3 not sure we will ever 'master' a channel. need to master customer comms on many channels #sm49
Agree - RT @dbrazeal: The value of "shiny objects" is in their ability to help deliver engaging content, not in their shininess. #sm49
Q2 should depend on the customers. if high % start using new shiny tool then time should be assigned to it #sm49
nothing wrong with being on the look out for the next big thing, just don't plough all resources into it #sm49
RT @Christinekorda: Ten of the World's Strangest Social Networks http://short.to/18zua #in #socialmedia
RT @kenburbary: I summarize it to be: Start with traditional segmentation then layer in social segmentation for holistic view #sm48
@chrissfife I was thinking the areas of most value to a company, but would come after segmentation #sm48
@kenburbary @chrissfife @adamcohen #sm48 2 things - Are they talking to us & are they talking about us? (imho)
@kenburbary @chrissfife @adamcohen #sm48 2 things - Are they talking to us & are they talking about us? (imho)
@kenburbary Q2 social engagement #sm48
@kenburbary I think the segments have to be different for each company depending on their objectives #sm48
@chrissfife @adamcohen so the challenge becomes which to focus on...unless your budget is large enough to tackle them all? #sm48
RT @jasonbreed: traditional market segmentation (geo, demo, cultural) is 1st step. very broad brush though #sm48 < agreed
Excellent chat, again! Thanks @kdpaine for hosting #sm47 see you all next week.
Q3 what matters 'should' be financial impact on your business but align to objectives is a good start #sm47
Agree > RT @Marc_Meyer: measuring what matters is determined by velocity x frequency.. #sm47
@JoeKikta @billrice don't think you can respond to every complaint. got to pick your battles #sm47
RT @JoeKikta: On a positive side, if you always wanted a Toyota, but couldn't afford the prices, I imagine they'll be coming down.#sm47
@themaria absolutely! lost count the number of times I have misread tone in email! #sm47
@kdpaine is positive sentiment relative to historical sentiment? ie toyota being average = positive? #sm47
@socialtality agreed. probably never will be unless industry or context specific #sm47
negative can also be positive - eg that chocolate is 'sinful' #sm47
@JoeKikta automated sentiment isn't enough on its own. needs human touch to take into account context, tone etc #sm47
RT @jasonbreed: come chat with @kdpaine for the next hour discussing Sentiment Analysis & monitoring. follow along on #sm47
Gotta run but great chatting today. thanks to @pgillin for hosting #sm46
Gotta run but great chatting today. thanks to @pgillin for hosting #sm46
@chrissfife for breaking news, absolutely. I mean being embedded with troops #sm46
@chrissfife for breaking news, absolutely. I mean being embedded with troops #sm46
RT @pgillin: We trust peers for different reasons that we trust media institutions. #sm46
RT @pgillin: We trust peers for different reasons that we trust media institutions. #sm46
RT @pgillin: We trust peers for different reasons that we trust media institutions. #sm46
@MaryAnnHalford Agree with that #sm46
@kseniacoffman @Marc_Meyer Trust in Edelman report down 10 points?! #sm46
@MaryAnnHalford Agree with that #sm46
@kseniacoffman @Marc_Meyer Trust in Edelman report down 10 points?! #sm46
@kseniacoffman agree. I think trust in general took a beating last year #sm46
@kseniacoffman agree. I think trust in general took a beating last year #sm46
@rozdieterich @shinng @LaurenGav according to Edelman report trust in peers is also down (I disagree btw!) #sm46
@Marc_Meyer not many brands unfortunately. I trust my dentist based on good customerservice and performance! #sm46
@Marc_Meyer not many brands unfortunately. I trust my dentist based on good customerservice and performance! #sm46
@Marc_Meyer not many brands unfortunately. I trust my dentist based on good customerservice and performance! #sm46
@Marc_Meyer not many brands unfortunately. I trust my dentist based on good customerservice and performance! #sm46
@Marc_Meyer not many brands unfortunately. I trust my dentist based on good customerservice and performance! #sm46
Q2 - Yes if they concentrate on useful content and less corporate messaging #sm46
Q2 - Yes if they concentrate on useful content and less corporate messaging #sm46
RT @pgillin: If influence+popularity=trust, then Glen Beck is a trusted source! #sm46 > and Tiger Woods?!
RT @pgillin: If influence+popularity=trust, then Glen Beck is a trusted source! #sm46 > and Tiger Woods?!
@pgillin curator tool would have to be part machine part human...mostly human to be accurate #sm46
@pgillin curator tool would have to be part machine part human...mostly human to be accurate #sm46
@rustyspeidel there are plenty of influential people who are untrustworthy...#sm46
RT @iMediaMichelle: Consistency + accuracy = trusted relationship, new media or not #sm46 Well said!
trust can change quickly with bloggers but takes longer to erode trust with traditional media #sm46
trust can change quickly with bloggers but takes longer to erode trust with traditional media #sm46
RT @CoryOBrien: #SM46 Proliferation of new media makes us more informed if you take time to sort your sources and find out what's valuable
RT @CoryOBrien: #SM46 Proliferation of new media makes us more informed if you take time to sort your sources and find out what's valuable
@pgillin trust is relative to the individual - do you know the source? past experiences with the source etc #sm46
@pgillin trust is relative to the individual - do you know the source? past experiences with the source etc #sm46
Got to run Guys & Girls but thanks for #sm44 chat and muchos thanks to @shelisreal for hosting
Got to run Guys & Girls but thanks for #sm44 chat and muchos thanks to @shelisreal for hosting
Q2 the business accounts will be interesting and more localised/contextual lists #sm44
Q2 the business accounts will be interesting and more localised/contextual lists #sm44
@conniereece I think you are right...but I sincerely hope not! #sm44
@conniereece I think you are right...but I sincerely hope not! #sm44
RT @nigellegg: Most value in twitter relationships - when u say, "Lets take this offline", 1/2 hour later your having coffee with the #sm44
RT @nigellegg: Most value in twitter relationships - when u say, "Lets take this offline", 1/2 hour later your having coffee with the #sm44
RT @nigellegg: Most value in twitter relationships - when u say, "Lets take this offline", 1/2 hour later your having coffee with the #sm44
RT @Marc_Meyer: Oddly enough, I haven't heard anyone say, "Twitter allows me to tell everyone what I'm doing and what I ate... #sm44 - Nice!
@shelisrael I think some who dived in without objectives haven't seen the benefit or have used it wrong and created problems #sm44
Its been a good example of an alternative/new customer service channel #sm44
RT @Shanan_S: Q1. The backchannel adds another layer to media events, lectures, etc. #SM44
Hi All! Q1 excellent source of new/diverse opinions and industry news #sm44
Hi All! Q1 excellent source of new/diverse opinions and industry news #sm44
@eamcc @shinng @CharissaCowart @MaryAnnHalford @evelynso @socialtality @Marc_Meyer @jasonbreed thanks for the #sm43 chat
@maggiefox thanks for hosting #sm43 - excellent chat!
@maggiefox @socialtality are most case studies too specific to each client that they can be misleading? #sm43
@maggiefox @socialtality are most case studies too specific to each client that they can be misleading? #sm43
Q3 Revisit original goals & objectives - look for results in those areas #sm43
RT @andrewmueller: Q2 you will be working very closely with your SM Consultancy make sure there is a cultural fit #sm43 - V good point
@eamcc @socialtality Yes - but are there small agencies 'under the radar' worth looking at who won't be speaking at big events? #sm43
Q2 anyone with guru, rockstar or ninja in their bio can be ruled out #sm43
RT @maggiefox: Ok - Q2: How do you identify the vendors, consultants or agencies to send your RFP to? #sm43
@Marc_Meyer @shinng cool - measurement/metrics methodology and integration across the org would be going deeper #sm43
RT @Marc_Meyer: Strategy and Listening in social media are like shoes and socks. But we need more than that. Lets go to SM301 #sm43
@Marc_Meyer I meant without proof of those two, not much point delving deeper #sm43
@CraigKessler I would say Strategy and Listening would be the 'must haves' to start with #sm43
@jasonbreed absolutely - much easier in a small organisation #sm43
Hi All. Q1 Involve all stakeholders. Establish why you are getting into social media. Develop Goals and objectives. #sm43
RT @maggiefox: Join me at 12 noon EDT today for #sm43 tweetchat about the Social Media RFP: http://bit.ly/6kyJN8
RT @Marc_Meyer: Todays #SocialMedia Tweetchat Topic: The Social Media RFP: How to Get the Best Results http://post.ly/JPNO
@wileyccoyote @CoryOBrien @AndrewMueller @comcastcares @nigellclegg @eamcc @sharonmostyn @jasonbreed - good chat, thanks #sm42
Unfortunately got to run - thanks @KrisColvin for hosting - excellent chat #sm42
@KrisColvin Agree but is that realistic for small businesses with small IT budgets? #sm42
Q3 Corporate policy, Sharing of useful data from listening, internal collaboration tools #sm42
Agree - RT @KrisColvin: #sm42 SM is not the only way, it is A way that can be used that is currently not being done today. @sharonmostyn
@comcastcares can the data & insights from social media change the long term goals of a biz? #sm42
@comcastcares can the data & insights from social media change the long term goals of a biz? #sm42
RT @jasonbreed: set up attention backbone as way to communicate by dept. take corp approach w/ departmental accountability #sm42
RT @jasonbreed: set up attention backbone as way to communicate by dept. take corp approach w/ departmental accountability #sm42
@KrisColvin Twitter channel is easy to set up but can be a can of worms if you have deluge of comments and little resource #sm42
Q2 share reports and observations from sm - show the potential value to various departments #sm42
@CoryOBrien @wileyccoyote interesting point. Do you need to like someone to buy off them? #sm42
@CoryOBrien @wileyccoyote interesting point. Do you need to like someone to buy off them? #sm42
@KrisColvin agree social is falling under marketing at the moment. Need to see more customer service, HR, R&D love #sm42
RT @KathyHerrmann: we're going back to the future...reinventing the village mentality but w a village with global sites. #sm42
@sharonmostyn @AndrewMueller @tedi @JDEebberly @CoryOBrien @comcastcares @bdresher great chat guys and girls thanks alot #sm41
@sharonmostyn @AndrewMueller @tedi @JDEebberly @CoryOBrien @comcastcares @bdresher great chat guys and girls thanks alot #sm41
somnetimes the longer the call with the customer the better. isn't that a Zappos tactic? #sm41
somnetimes the longer the call with the customer the better. isn't that a Zappos tactic? #sm41
somnetimes the longer the call with the customer the better. isn't that a Zappos tactic? #sm41
Q3 measure: #problems solved, #calls over time period, change in sentiment, #reviews or posts #sm41
Q3 measure: #problems solved, #calls over time period, change in sentiment, #reviews or posts #sm41
cust service are the front line. they need to spread the info across all depts to actually fix problem and improve the service #sm41
@andrewmueller aren't Apple's support forums almost 100% 'customer run'? #sm41
@andrewmueller aren't Apple's support forums almost 100% 'customer run'? #sm41
RT @JDEbberly: Companies help loudest first because most SM work done through PR not Customer Service #sm41 - Great point.
RT @JDEbberly: Companies help loudest first because most SM work done through PR not Customer Service #sm41 - Great point.
Q2 empower the call centre staff more. let them try and fix problems, take longer with each customer...(pay them more) #sm41
Q2 empower the call centre staff more. let them try and fix problems, take longer with each customer...(pay them more) #sm41
@andrewmueller how about a full and regularly updated FAQ? #sm41
@comcastcares @Marc_Meyer I feel sorry for call centre staff. they seem to have no power to fix problems just a script to read off #sm41
@comcastcares @Marc_Meyer I feel sorry for call centre staff. they seem to have no power to fix problems just a script to read off #sm41
RT @CoryOBrien: @comcastcares I'm surprised by how many companies don't get that. W/ soc. media, they tend to help the loudest first. #SM41
@comcastcares is the loudest customer assumed to be the most important when complaining? must be hard not to! #sm41
@bdresher as long as resolution is attempted. acknowledgment with no action is even worse! #sm41
@bdresher as long as resolution is attempted. acknowledgment with no action is even worse! #sm41
RT @Marc_Meyer: @shashib It would have to be a directive with policies and guidelines, we can't just have them doing on their own #sm41
RT @Marc_Meyer: Today at noon EST we have Network Solutions social media go to guy, @shashib hosting this weeks #socialmedia Tweetchat #sm41
Unfortunately I've got to duck out early. thx @thebrandbuilder for hosting. Good chat guys and girls...take it easy #sm39
RT @KathyHerrmann: @brightmatrix The only real measure of business success is revenues & profitability. Bottom line. #sm39
RT @KathyHerrmann: @brightmatrix The only real measure of business success is revenues & profitability. Bottom line. #sm39
@thebrandbuilder Do you think full integration is realistic for all industries ie Financial Services? #sm39
@kdrewien it should be easier for small biz to integrate - less red tape #sm39
@kdrewien it should be easier for small biz to integrate - less red tape #sm39
@GetResults @smurdoff agreed. I was talking perfect world scenario #sm39
Q2 Integration has to come with full 'buy in' from CEO level down otherwise it will become siloed #sm39
RT @ericswain: Strategy should be start/restart of process - strategy, operate, measure, refine strategy, repeat. #sm39 #sm39
Listening, strategy and tactics need to be flexible throughout all activity #sm39
@Marc_Meyer I would call that getting into your swimming trunks and then standing by the pool #sm39
Toe dipping is fine...just no diving! #sm39
RT @GemmaWent: Great chat going on at #sm39 on social media roi, join us
Goals Objectives Strategy Tactics Measure #sm39
RT @Evolyte: Clash of the Titans: SEO vs Social Media, Who’s Going to be Left http://bit.ly/8wZLJV #SEO #SocialMedia
RT @Evolyte: Clash of the Titans: SEO vs Social Media, Who’s Going to be Left http://bit.ly/8wZLJV #SEO #SocialMedia
RT @Evolyte: Clash of the Titans: SEO vs Social Media, Who’s Going to be Left http://bit.ly/8wZLJV #SEO #SocialMedia
RT @Evolyte: Clash of the Titans: SEO vs Social Media, Who’s Going to be Left http://bit.ly/8wZLJV #SEO #SocialMedia
RT @Marc_Meyer: We'll be talking with @thebrandbuilder in less than 45 minutes topic? Advancing the Discussion of Social Media & ROI #sm39
RT @joltsocialmedia: Dell reaches $6.5m sales via Twitter http://bit.ly/8qi9CG #socialmedia
RT @abonel: new netvibes business dashboard: for #brand watch/monitoring? http://bit.ly/6j1m22 #socialmedia #branding
Millions using social media on Xbox Live http://bit.ly/6tZIQQ #xbox #socialmedia #gaming
@erine there is a (growing) list of social media monitoring companies here http://bit.ly/1sGlBW #socialmedia
