@blaisegv Can you give ex of big community that didn't benefit bottom line? #sm129
RT @vargasl: Each pillar has 3-5 metrics. Each wtd. Avg together to get pillar score. Each pillar wtd. All pillars avgd = cmty health #sm129
RT @vargasl: Right...diff parts of a story. I tend to segment into 4 pillars: Brand Engmt, Industry Engmt, Internal Comm; Content #sm129
Impact will be shown as some combo of operational metrics, social analytics, business results. #sm129
RT @dgcattaneo: Q1 => I would start with community goals before defining impact metrics > Agreed. Right metrics depend on goals. #sm129
@ marc_meyer @jasonbreed Another good chat this week! #sm127
@jonmikelbailey Noticed you're in Baltimore - My hometown. Hope you had some good crabs this summer! #sm127
@lehawes @jgombita @appleboxstudios Thanks for today's discussion! #sm127
@JeffCutler Thanks for being today's guest host. Good discussion! #sm127
@JeffCutler Thanks for being today's guest host. Good discussion! #sm127
@JeffCutler And isn't one way to get perspective to reach out to experts who can give their analysis. #sm127
@JeffCutler Perspective is ok...as long as perspective doesn't shape what facts are shared. #sm127
@jonmikelbailey Agree. Save the spin for op-ed pages. #sm127
@jonmikelbailey Agree. Save the spin for op-ed pages. #sm127
@BarryBirkett Yes. All facts - Not just selective ones. #sm127
@JeffCutler @AppleBoxStudios Well gore has always paid. Folks used to turn out for hangings so nothing new there. #sm127
@JeffCutler @AppleBoxStudios Well gore has always paid. Folks used to turn out for hangings so nothing new there. #sm127
@JeffCutler @AppleBoxStudios Well gore has always paid. Folks used to turn out for hangings so nothing new there. #sm127
@JeffCutler Here's the test. Could a citizen journo have covered Enron? We need pro journos but citizens add perspective & shape. #sm127
RT @JeffCutler: RT @tamadear My favorite tv ad that shows what I consider to be role of journalism: http://t.co/aWjjjm1 > Excellent #sm127
@AppleBoxStudios No, u can't completely separate opin & facts. But too many pubs have biases slants in their reporting. #sm127
@Marc_Meyer @JeffCutler Disagree. Info always has subjective component. It's just that folks have more access to info sources now. #sm127
@jgombita Opinion is valuable - if it's clearly separated from reporting. #WSJ does it well (well better in days past. #sm127
RT @JasonPeck: I use twitter as news discovery/filter service...if enough are talking about something, Ill check it out > Yes #sm127
@JeffCutler And that's why perspective is prob. Leads to selective facts. Journos should report facts. Leave more analysis 2 readers. #sm127
RT @JasonPeck: I use twitter as news discovery/filter service...if enough are talking about something, Ill check it out > Yes #sm127
POV - I want journalists to report news. Some analysis ok but they do too much & their a product of their own perspective too. #sm127
@dgcattaneo Huh. SXSW panel picker link worked for me but try this instead > http://ht.ly/6aPLe #sm124 > Thx for ur vote.
Shameless plug time. Would love your vote for SXSW panel: 5 Steps to Humanize A Brand & Get #smROI ht.ly/65AJV #sm124
@ellingraham @dgcattaneo @barrybirkett @appleboxstudios @martinjason Glad to share good convo with you today! #sm124
@sonnygill @marc_meyer @lisahoffmann @jasonbreed Thanks for hosting today! As always, good chat! #sm124
@martinjason Isn't that always true? Benes always need to be visible in some way to retain support. #sm124
@eliingraham @sonnygill @AppleBoxStudios Yep, If co strives to be social biz, then being collaborative, participatory culture is key #sm124
@AppleBoxStudios @martinjason Depends, if SME is professional specialist & not mgmt, might not always be listened to. #sm124
A3: Big issue for #sm is providing consistent cust experience no matter what entry pt (#mktg, #pr, #custserv). COE can provide educ #sm124
@martinjason I don't know, that sounds like more of a small(er) co perspective than an enterprise. #sm124
RT @eliingraham: @AccentureSocial: @Dell is gr8 example of how 2 set up + manage mult CoEs focused on Social across enterprise. > YES #sm124
@BarryBirkett @marc_meyer Also a good pt. Consider opposite - Eg 3M where collaboration is incented & not doing it = bad thing. #sm124
@AppleBoxStudios Without CxO leadership, COE becomes talking heads. #sm124
@sonnygill Ans is impacted by co size. Bigger co's need COE more to provide consistent experience to cust. #sm124
RT @LisaHoffmann: @Marc_Meyer @KathyHerrmann Also: response consistency. > Excellent point. #sm124
@Marc_Meyer U have to keep in mind how BUs are compensated. That's where they'll focus. If co's want corp-wide benes, need to comp it #sm124
@sonnygill Assessing is good too. Where are we doing well, what needs improvement. #sm124
@BarryBirkett @sonnygill Flip it around. Don't think of it as risk. Think of it as providing listening consistency, best practices. #sm124
A2: Ensuring listening consistency across co & coordinating best practices across co. #sm124
Just joining. What's "COE?" #sm124
@jasonbreed @marc_meyer Thanks again for bringing us another good chat this week. #sm122
@kevenfawley @jesseoguns @bdionline @berson0 @jgombita @barrybirkett @marc_meyer Thanks for today's chat! #sm122
Great convo today. Thanks to @dariasteigman for hosting and to everyone else who participated. #sm122
Great convo today. Thanks to @dariasteigman for hosting and to everyone else who participated. #sm122
Empl always need to be mindful of building & expressing pers brand & express it w/in corp expectations. #SM adds twist but not new. #sm122
@KevinFawley Excellent distinction. Celebrities can have prob egos so not always good. Being respected works better for co. #sm122
RT @dariasteigman: @martinjason Great pt. Succession plan needs to be focused on continuity first, not personnel. > Agree #sm122
@berkson0 @dariasteigman @tojodorian We've always had folks doing p-brand tho. #SM gives access to wider outlet. #sm122
RT @jgombita: A4. Hire for pre-designed #SM position, rather than hiring "star" to create. That should help w/ succession. > Great! #sm122
Issue of retaining star employees goes beyond #SM. For many co's, the pref is not to focus on stars but develop everyone. #sm122
@dariasteigman Maybe. But maybe our perceptions on importance are also by being shaped by being too marketing-centric. #sm122
RT @berkson0: @jgombita @dariasteigman Renegotiate or live w ur choice. 2 many not willing to except resp for their choices. #sm122
@dariasteigman Contrarian Q - How to u address Q in a proprietary industry? Sharing insights can give away competitive advantages. #sm122
@dariasteigman Contrarian Q - How to u address Q in a proprietary industry? Sharing insights can give away competitive advantages. #sm122
@dariasteigman @CommDuCoeur For some co's the issue of "stars" may be part of their problem. May depend on corp culture. #sm122
@jgombita No, they left in aftermath. Blog ban wasn't the only reason but contributed to it. #sm122
@CommDuCoeur Don't know that it's always corp ignorance or laziness. May be a preferred policy - & they may have good reasons. #sm122
RT @KevinFawley: Exactly. RT @berkson0: Obligation is for indiv to commit to corp agenda while engaged (employed) by corp. > Yes! #sm122
@KevinFawley I disagree. Many successful co's don't have leaders highly visible to outside world. #sm122
@dariasteigman And Forrester lost at least 2 ppl who were unwilling to give up their blog and pers branding. #sm122
To attract Digital Gen (aka Millennials) et al, co's will have to embrace digital which includes online pers branding. #sm122
In today's world, it's smart for co's to embrace pers brands & use to individual & corp benefit. Better empl retention, co promo, etc #sm122
Co's aren't democracies. They can set any rules w/in legal bounds they want. Up to individual to work w/in bounds or go elsewhere. #sm122
RT @dariasteigman: Q3. Is it okay for cos. to harness or ban personal brands, such as blogs? (Think Forrester. ) #sm122
Sports is also an ex of why some co's will oppose pers brands - When person's activities go pear shaped, neg impact on co too. #sm122
If expressing ur pers brand is important to you, then you need to work for co that shares that importance. #sm122
I agree using a personal brand can benefit co - but doesn't mean that's the co's agenda. Need to be mindful of that. #sm122
Just joining. Interesting thoughts on why co's should accept some1's personal brand but seems a bit naive too. #sm122
@marc_meyer Glad to have you and @jasonbreed host the marketing chats. Always good! #sm121
@cactus_mike @natash_D_G @BarryBirkett @dariasteigman @socialmediabutt Thanks for great convos today. Always a good chat. #sm121
@thedomesticexec Thanks! I enjoyed engaging with you today #twitter #timeout #SM121
@PegFitzpatrick Good to join you today. Enjoyed the convo! #sm121
Thanks everyone for a good chat. Next week I'll be on time so I don't miss the good stuff. #sm119
@themaria Thanks for hosting. Sorry I missed the first part. Missed some good convos. #sm119
Becoming a social business is a change mgmt challenge & opportunity. #sm119
@themaria @NealWiser @KathyHerrmann Exactly. Social business MODEL. #sm119
@eliingraham @dariasteigman Exactly. How u do anything is how u do everything. Inside-out & outside-in #sm119
@ambercleveland @themaria Soc Biz empowers individual & group > 1 for all & all for 1. #sm119
@ambercleveland @themaria Soc Biz empowers individual & group > 1 for all & all for 1. #sm119
@themaria @NealWiser True, but good co's are always improving. That's not just tied to social. #sm119
a3: when ur co is also truly cust-centric #sm119
a3: when ur co has reached point that engaging, collaborating, & connecting with cust, partners, empl is part of ur corp DNA #sm119
a3: when ur co has reached point that engaging, collaborating, & connecting with cust, partners, empl is part of ur corp DNA #sm119
RT @tamadear: Thanks to @Marc_Meyer @jasonbreed and @webby2001 for a great #sm118 today! > Absolutely. Thanks! #sm118
@sallan3 @themaria @barrybirkett @aniketh @dariasteigman @tamadear Great trading ideas with you today! #sm118
RT @jasonbreed: Full re-cap of todays chat (and every other) available here http://bit.ly/qD8Joc can also follow everyone here too! #sm118
@themaria How about what is cost to deploy #custserv team to manage/answer emails? It's not always about singles but the aggregate. #sm118
@webby2001 Thanks for hosting today. Good chat! #sm118
@themaria Flip it around. What's ROI of phone or email system? Will impact what you implement, processes, etc. #sm118
@Aniketh @dariasteigman Brand protect savings - How much will it cost if co has comm crisis & fumbles. Lost rev, cost to rebuild rep #sm118
@themaria Flip it around. What's ROI of phone or email system? Will impact what you implement, processes, etc. #sm118
@sallan3 That's the plan. Consider this..As a sm biz owner, If I'm doing a tweet chat, am not billing. Must know effort will pay off. #sm118
@BarryBirkett Depends on scale/length of #sm effort (campaign, etc) & client preferences. #sm118
@BarryBirkett Depends on scale/length of #sm effort (campaign, etc) & client preferences. #sm118
RT @sallan3: cost of #SM is a fraction of other mktg. It is additive & supportive > Out-of-pocket may be. Ppl costs may not be. #sm118
A3: Knowing opp cost is important. Put your resources where you have best return for any corp initiative. #sm118
RT @webby2001: Q3: Given all the things u could do to support ur offline business, do u know the *opportunity cost* of SM for ur biz? #sm118
RT @webby2001: Q3: Given all the things u could do to support ur offline business, do u know the *opportunity cost* of SM for ur biz? #sm118
RT @Aniketh: @dariasteigman Acc. ROI can also be determined brand protection, cust insight, #custserv, sales #sm118
RT @tamadear: @Aniketh @webby2001 That depends *entirely* on what ur trying to achieve through #sm. Goals determine metrics. > Always #sm118
@themaria @webby2001 Survey value goes back to objectives...knowing what u'll do w results (impr product, services, etc). #sm118
RT @dariasteigman: @webby2001 I will occasionally. Mostly, Im okay answering Q or 2 if its behavior & not my personal data. > Agreed. #sm118
RT @webby2001: @dariasteigman @jgombita I hear people tell me all the time that they would never take survey. Would u? > Sometimes #sm118
RT @dariasteigman: @webby2001 I will occasionally. Mostly, Im okay answering Q or 2 if its behavior & not my personal data. > Agreed. #sm118
RT @jasonbreed: Why dont co's use pos posts & tweets as new age testimonials? Can reuse on brochures, web-site, pitches > Great idea! #sm118
@dariasteigman @NealWiser @webby2001 How much time u spend analyzing depends on cost of program or rev's of expected results. #sm118
It's also important to anticipate lag time. #SM can be cumulative & may take a while to build dividends. #sm118
It's also important to anticipate lag time. #SM can be cumulative & may take a while to build dividends. #sm118
A2: Aggregate biz metrics + social metrics + web metrics to estimate biz results. #sm118
A2: Aggregate biz metrics + social metrics + web metrics to estimate biz results. #sm118
RT @webby2001: OK. Q2: What are some ways to *measure* the impact social has on your offline business? #sm118
RT @NealWiser: @webby2001 Maybe the question should be is it worth it to build your audience/community? > Yes. Often underestimated. #sm118
@tamadear Yes. Eg, my siblings are just starting to go online cuz of influencers like me who constantly use #sm resources. #sm118
@themaria @webby2001 @jasonbreed Ah, but maybe the retiree's adult kids are online & looking for info... #sm118
@webby2001 For me, sometimes use #sm to find in-person conversation openers when I'm "meeting" new ppl. #sm118
@jasonbreed Exactly. Eg, my hair stylist puts in plugs to ask if I'll give her reviews on yelp or her FB page. #sm118
@webby2001 For me, sometimes use #sm to find in-person conversation openers when I'm "meeting" new ppl. #sm118
A proactive activity is to use #SM to find ur prospects, learn more about them so sales can initiate/nurture relationship. #sm118
@jasonbreed Exactly. Eg, my hair stylist puts in plugs to ask if I'll give her reviews on yelp or her FB page. #sm118
RT @BarryBirkett: A1 - Transacting business offline does not mean customers are not online & maybe talking about you. > Exactly #sm118
A proactive activity is to use #SM to find ur prospects, learn more about them so sales can initiate/nurture relationship. #sm118
A1. Another avenue is cust communities who share info about how they use your products. #custserv #sm118
RT @BarryBirkett: A1 - Transacting business offline does not mean customers are not online & maybe talking about you. > Exactly #sm118
A1. Another avenue is cust communities who share info about how they use your products. #custserv #sm118
RT @webby2001: Today: Social Media Offline: How to appropriately value & measure impact of social media for *offline* businesses. #sm118
@jasonbreed @katebuckjr @stevemassi @jenwatleynelson @Oneill_Colin @cggnad @chrissfife Thanks for good convos today! #sm117
Great chat today, folks. Gotta run. See u next time! #sm117
@NealWiser @Marc_Meyer Not surprising. Most co's consider what they do too strategic to share in too much depth. #sm117
RT @davidhrosen: Paul Gillins new book on B2B social has many good case studies http://ow.ly/5sapC #sm117
RT @stevemassi: RT @jasonbreed: @KathyHerrmann more internal platforms/tools vs. external? > Depends on strat. Both have their place. #sm117
RT @leifhansen: @Marc_Meyer #sm117 Here R some case studies: http://ht.ly/5saoS #sm117
@jasonbreed Cool. It's what I expected you to say. :-) #sm117
RT @leifhansen: @Marc_Meyer #sm117 Here R some case studies: http://ht.ly/5saoS #sm117
RT @stevemassi: RT @jasonbreed: @KathyHerrmann more internal platforms/tools vs. external? > Depends on strat. Both have their place. #sm117
RT @davidhrosen: Paul Gillins new book on B2B social has many good case studies http://ow.ly/5sapC #sm117
@NealWiser @Marc_Meyer Not surprising. Most co's consider what they do too strategic to share in too much depth. #sm117
Great chat today, folks. Gotta run. See u next time! #sm117
@jaybaer @ambercleveland @kriscolvin @andrewmueller Thx for great convos today at #sm107!
Thanks for interesting hour! #sm107
@jaybaer @kenburbary Agree co should set expectation. Cust usually know when issue is complex. Just let them know when to expect ans. #sm107
A4: The right response length is time to find right answer. Might need interim response to let ppl know they've been heard. #sm107
@megfowler: Exactly. Lots of custs don't want relationship w co. They want help when needed then want co to go away. #sm107
RT @neicolec: Compile list of existing custs, then search for them on social sites. See what they belong to. > Nuther good idea. #sm107
RT @megfowler: A3: U ask your customers for email preferences. Why not ask for social preferences. > Excellent idea. #sm107
RT @megfowler: A3: U ask your customers for email preferences. Why not ask for social preferences. > Excellent idea. #sm107
@jaybaer: Q3. How do you determine where custs R? > Social monitoring, survey cust, industry research...Ur thoughts? #sm107
@jaybaer: Q3. How do you determine where custs R? > Social monitoring, survey cust, industry research...Ur thoughts? #sm107
The only "must" or "should" is put ur X resources to the best use to engage cust. Twitter is only as good if ur cust are there. #sm107
@randygiusto: RE if Twitters not where your clients R, how do U know future clients arent there? > Look to social monitoring. #sm107
@randygiusto: RE if Twitters not where your clients R, how do U know future clients arent there? > Look to social monitoring. #sm107
@randygiusto: RE if Twitters not where your clients R, how do U know future clients arent there? > Look to social monitoring. #sm107
RT @megfowler: Reality is, there is no silver bullet. U have to go where your market is. > No 1 size fits all #SM. #sm107
RT @megfowler: Reality is, there is no silver bullet. U have to go where your market is. > No 1 size fits all #SM. #sm107
@jaybaer Agreed. Part of defining strategy is realistic decision about required resources. Don't do more than u can be successful. #sm107
Is Twitter right channel? Depends. Start w objectives, define strategy, decide on right on- & offline channels to fulfill. #sm107
Is Twitter right channel? Depends. Start w objectives, define strategy, decide on right on- & offline channels to fulfill. #sm107
Start w social monitoring to find where u'r cust's are. Those are the channels to show up in. #sm107
Start w social monitoring to find where u'r cust's are. Those are the channels to show up in. #sm107
RT @karimacatherine: @anthonyoflynn : Not all businesses have reason to participate. There's value in monitoring > Agreed. #sm107
RT @andrewmueller: Is Twitter living up to the Hype for most businesses, probably not because they execute tactics w/o strategy #sm107
RT @andrewmueller: Is Twitter living up to the Hype for most businesses, probably not because they execute tactics w/o strategy #sm107
Don't agree that agencies are ignoring #sm. At least some of the bigger ones have programs & services. #sm77
Thanks everyone for great convo today! #sm76
@rwang0 Thanks for hosting & shout outs! #sm76
RT @techguerilla: @ekolsky I dont want to see the cow being slaughtered, just give me the burger. #SCRM > Why silo-break down is imp. #sm76
@ekolsky At the end of day, what cust want most is what they want. Rest is pathways to that. #sm76
@ekolsky And I'm ok w agreeing to disagree. :-) (@themaria) #sm76
@ekolsky Check out Dominos commercials. Transparency in action. (cc @themaria). #sm76
RT @themaria: Agree. Its about consistent experience RT @mjayliebs: Transparency isn't about Kumbaya. Is about visibility > Agree #sm76
@ekolsky To-ma-to - Toe-ma-toe. What u said is a form of transparency to me. #sm76
@ekolsky To-ma-to - Toe-ma-toe. What u said is a form of transparency to me. #sm76
RT @CRMStrategies: Keep in mind, #scrm & #crm are subsets of org #strategy & #culture - start there & dont lose sight of big picture #sm76
RT @CRMStrategies: Keep in mind, #scrm & #crm are subsets of org #strategy & #culture - start there & dont lose sight of big picture #sm76
@ekolsky: @mjayliebs Don't think transparency automatically = trust but can't have latter without former. #scrm #sm76
RT @themaria: @techguerilla data sources are gonna change over time. Its fine if one gets turned off and the next one comes in. #sm76
@ckieff But they become valuable only when they start to solidify & grow. Hence, back to social monitoring. #sm76
RT @rwang0: Yes in monitoring competitors. RT @AppleBoxStudios: Is there any value of #scrm to enterprise whose cust are not social? #sm76
RT @andrewmueller: @mjayliebs Seems that Customer Service is a logical first implimentation for #SCRM, no? > If not 1st, near list top #sm76
@AppleBoxStudios That depends. Are ur targeted prospect segments social? If so, then yes. #sm76
RT @andrewmueller: @mjayliebs Seems that Customer Service is a logical first implimentation for #SCRM, no? > If not 1st, near list top #sm76
RT @rwang0: RT @jayhawkscot: Critical to have #sm understanding of what customers value to develop strategy & plans > Yes. Gives focus #sm76
@ckieff Ties may start off weak & then gain strength. Co's that do social monitoring will see the transition occur & can act. #sm76
@techguerilla Which is why the #scrm initiatives have C-suite involvement...to cross siloes. #sm76
@ggheorghiu #scrm can be scaled to needs. So co can start w what they need & can afford & then move up scale as needed & have $. #sm76
@anikethdsouza: #5m = Monitoring, Mapping, Management, Middleware, and Measurement (via @rwang0) #sm76
@kseniacoffman Value of social monitoring is finding out where ur cust/prospects are. Those are networks that count most for you. #sm76
Promise of #scrm is scalability & integration. Critical for #sm to have deep value to co's, esp enterprises. #sm76
@anikethdsouza Best way to handle #scrm confusion is to start w what ur co needs. Start w #5m. Then go to market to find best of breed #sm76
RT @mjayliebs: #scrm is 20% tech, the rest is hard work, strategy and planning (HT - @ekolsky) > Strategy & planning is soooo key. #sm76
@rwang0 Thx for shout out. @drnatalie & I have done extensive #smROI work so show gains vs costs of #sm. #sm76
@rwang0 Some #b2b co's may already have active social cust. That's why monitoring is important. To know ur co's sitch. #sm76
@KnowledgeBishop Right now need to build best of breed #scrm sys. For monitoring, think Visible Tech, Attensity, Scoutlabs, Radian6. #sm76
RT @techguerilla: @rwang0 & enhanced data collection/reporting can spread across silos where it wouldnt b4 #sm76 #scrm #5ms > Exactly #sm76
@techguerilla And since I'm a huge proponent of #smROI, a co should only undertake social if it makes fiscal sense, incl costs. #sm71
@techguerilla Not what I said at all. I'm saying there are many measurement options to fit different budgets. #sm71
@AndrewMueller Agree w u determining what to measure is important. Should be part of planning process. #sm71
@techguerilla Mid- to lg-enterprises should consider it part of the budget. Lots of monitoring options & price ranges. #sm71
@techguerilla Can't think of a good reason not to measure unless flying blind is purposeful. Altho, yes, need to pick right metrics #sm71
@AndrewMueller Yes. Agree w difficulty in some cases but measure anyway. #sm71
Thanks for a great chat today, everyone! #sm71
@andrewmueller If u want absolutism, no one can give it to you. If you want correlations, often strong, that can be done. #sm71
@andrewmueller Answer is maybe. Will depend on co, it's mktg programs, and it's measurement practices. #sm71
@marketwire No. I think it's Mr/Ms Big Stuff in sr mgmt or C-suite (at least in enterprises). Champ must be higher level person. #sm71
@andrewmueller To truly understand #sm impact must use data from multiple sources. Challenging but surmountable. #sm71
@andrewmueller Social monitoring can go long way to help u understand impact of brand lift due to #sm. #sm71
@AppleBoxStudios Actually I'm thinking more along the lines of Mr/Ms Big Stuff in sr mgmt or C-suite. #sm71
@AppleBoxStudios External can advise but champion must be insider to gain traction & sustainability. #sm71
RT @dotjenna: RT @Marc_Meyer The biggest hurdle? Co.s realizing that nothing is real time anymore....Its anytime...#sm71 #sm71
@whatsnext Agreed. #SM can absolutely be measured and valued (aka, determination of ROI). #sm71
@ambercleveland Agreed. Meant when they're open to having staff educate them about #sm. #sm71
@ambercleveland Then ur ready to dive into objective setting and strategic planning. #sm71
@ambercleveland Think 1st readiness comes before that. When execs start asking about social or are ready to listen to info about it. #sm71
@techguerilla I'm thinking of beer co's throwing par-tays in bars & at events. #sm71
@whatsnext Don't agree. Lots of folks *are* online. But lots are still not. Goes back to monitoring to learn where ur cust's are. #sm71
@bconn Many co's will grow #sm via distributed but coordinated best. http://bit.ly/9DkYgb > Coordinated takes integrated commitment. #sm71
@bconn Many co's will grow #sm via distributed but coordinated best. http://bit.ly/9DkYgb > Coordinated takes integrated commitment. #sm71
@KaryD Don't think integration is a fantasy. But also think for many co's, they'll start w few beach heads & then expand programs. #sm71
Social monitoring is great way to determine where ur cust's are online & to what extent. Measure sentiment & reach. #sm71
@KaryD Don't think integration is a fantasy. But also think for many co's, they'll start w few beach heads & then expand programs. #sm71
Social monitoring is great way to determine where ur cust's are online & to what extent. Measure sentiment & reach. #sm71
Email isn't necessarily useless if that's the best way to reach ur cust's. Depends on co & cust's #sm71
It all still comes down to knowing where your cust's are. That's where a co needs to show up. #sm71
@KaryD Agreed. W/o top-down buy-in, siloes will be result. #sm71
Agreed. #SM should be integrated across org - which makes a bigger case for need for objectives & supporting strategy. #sm71
@nigellegg I'm waiting to see if it's a trick question. #sm71
@JanetJoz Great to run into you at #sm70.
Thanks for gr8 #sm70 chat! Learned lots. > @karimacatherine @mdsisk @GetResults
Thanks for gr8 #sm70 chat! Learned lots! > @jaybaer @elhoust @garmoe @mjayliebs @dj_justjay @danperezfilms @ambercleveland
Thanks to everyone for today's tweetup. Lotsa insightful thoughts now filling my brain. #sm70
RT @jasonbreed: For a copy of todays chat visit http://hashtagsocialmedia.com/event/70 searchable, indexed and sortable! #sm70
Thanks to @jaybaer for moderating today's #sm70 tweetup! #sm70
@karimacatherine Glad you could join in, even if late! #sm70
Good social monitoring tools can identify critics and passionistas so co can effectively respond to both. But need scalable soln. #sm70
Good social monitoring tools can identify critics and passionistas so co can effectively respond to both. But need scalable soln. #sm70
RT @djwaldow: .@JustinKownacki "Empower your influencers." Well said. > Love this sentiment too. #sm70
@elhoust Agree w incentivizing. Give everyone equal chance to score incentives but reward those who undertake efforts. #sm70
@elhoust Agree w incentivizing. Give everyone equal chance to score incentives but reward those who undertake efforts. #sm70
RT @AppleBoxStudios: I would create a Klout score that was relevant to my co. and what we do, not a 3rd party app. > Ur version of CLV #sm70
It would be nice if all cust are treated equally, but is that really realistic? Not saying no but need to address ques of resources. #sm70
@jaybaer Co's should 1st start w determining their goal for relationship w cust base as whole. Then decide on individual effects. #sm70
@jaybaer Co's should 1st start w determining their goal for relationship w cust base as whole. Then decide on individual effects. #sm70
@JanetJoz Agencies can also be a good source of benchmark data cuz of their plethora of clients & campaigns. #sm70
@JanetJoz Agencies can also be a good source of benchmark data cuz of their plethora of clients & campaigns. #sm70
@JanetJoz Agencies can also be a good source of benchmark data cuz of their plethora of clients & campaigns. #sm70
@dj_justjay Don't think you can make blanket statements. Vet agency just like any other service provider to find right one. #sm70
RT @jaybaer: #sm70 Agency holds the rudder. Company holds the steering wheel. > Like this visual. #sm70
@themaria: @jaybaer Part of plan for social initiative should incl scalability, even if starting small to test. #sm70
@dj_justjay: @jaybaer Don't underestimate agencies. They can add value to monitor social media and to help interpret results. #sm70
@bcahill Blake, my man! Great to see you! #sm70
RT @GetResults: @jaybaer those who do not use call centers as "listening posts" are missing out & losing initiative > Yes. Huge opp! #sm70
RT @elhoust: @mhandy1 Absolutely! There are few diff important roles co has to have in place to make #SM wrk. Collaborative effort. #sm70
Also issues with enterprise scalability. #sm70
Org "drawbacks" incl share control w cust/prospects. Need more ppl coordination. New tools (like social monitoring) needed. #sm70
@Garmoe: Q2. And responding to neg sentiment is a great way to turn critics into advocates. #sm70
@ambercleveland: Add cust svc to ur list. Huge ROI potential from cost savings for agent deflection. #sm70
@JustinKownacki U make good case to perform social monitoring 1st to find out where prospects & custs are hanging out. #sm70
RT @brianehrlich: Commitment, engagement, strategic plans for #SM are all gr8, but what about measuring & analyzing ROI? > AMEN! #sm70
RT @Marc_Meyer: Maybe a firm definition of "doing social media right" is in order. > Definition needs to be refined per co. #sm70
RT @jasonbreed: w/o commitment to process (time, people, money, purpose) co's should't jump into social just to do it. > Agree. #sm70
RT @JustinKownacki: In many cases #SM works best as part of long-term strat & cohesive co-wide comm plan. > I say all cases. #sm70
@jaybaer: @danperezfilms U really need opposite. To have more experienced ppl monitoring/engaging in #SM to make sense & respond. #sm70
RT @mjayliebs: Listen v Hear > hearing is without action, listening requires action; engaging is continued listening over time >Agree! #sm70
RT @mjayliebs: Listen v Hear > hearing is without action, listening requires action; engaging is continued listening over time >Agree! #sm70
@jaybaer: @danperezfilms Good pt on ppl. They'll be a big chunk of cost of doing #SM so co's need to understand resource requirements. #sm70
Co's need to do prep work before engaging. Find out where cust are, what their interests/needs, etc. Then build engagement plan. #sm70
RT @JustinKownacki: A co should NOT engage w its cust's via #SM when doing so creates no benefit for either party. Have a reason. #sm70
RT @JustinKownacki: A co should NOT engage w its cust's via #SM when doing so creates no benefit for either party. Have a reason. #sm70
RT @ambercleveland: RT @danperezfilms: check out #sm70 today @ 12pm: Topic = Is engaging w cust via social media required or optional? #sm70
@attensity Hi! We still on for tomorrow? I have time Tween 10am-11:30 or after 3:30 pm ET. #sm69
@tomcummings 4 a large co, pro'ly not - & that's part of social challenge to break down siloes. Makes case for a Chief Cust Officer. #sm69
@elhoust Always good to see you at tweet ups! #sm69
@karimacatherine @chrissfife Enjoyed your comments today. Added you as a follows. #sm69 #SM
@conniereece Thanks! I always enjoy engaging with smarty people. Thanks for your insights. #sm69
Thanks to everyone for the RTs and convos! #sm69
@tomcummings: That's why I think #sm strategy/ownership needs to sit at CEO or COO level. To cross siloes. #sm69
Thanks to everyone for a great chat today! Preso to write. #sm69
RT @megfowler: Probs u experience in establishing #SM strategy often point to probs w ur other methods/msgs. > Or perhaps ops probs 2. #sm69
@livepath Ha! Added to you my watchlist because I like what you're saying too! #SM has to fit into Biz 101 fundies. #sm69
RT @BethHarte: @cmwooll Yep. #SM is forcing both back to their roots. And the roots are cust. There isnt a need to silo the functions #sm69
@livepath Yes! Then take metrics as feedstock 4 economic valuation (#smROI) & u complete picture by showing $ to execs. #sm69
RT @BethHarte: @cmwooll Yep. #SM is forcing both back to their roots. And the roots are cust. There isnt a need to silo the functions #sm69
RT @conniereece: @tomcummings IMO "Ownership" relates to who controls, and where $$ come out of budget for social media. > Real world. #sm69
@livepath Exactly. For many co's, the #smROI will be made in custsvc (agent deflection) & then mktg/other. #sm69
@KaryD I think #SM is helping to break down siloes. Still slow but coming. #sm69
@livepath Agree. In many co's, it's #custsvc that's doing the actual engaging w cust, not mktg. Cust Svc needs to be part of #sm. #sm69
@livepath If you want to cut across siloes, then agree #sm needs to be owned by CEO or COO. #sm69
@conniereece Well, enterprise platforms can be expensive, depending on extent of solution. #sm69
@chrissfife: @KathyHerrmann someone has to own it though. Needs ownership with strong buying and input. > Agree #sm69
@chrissfife To do #sm well on enterprise level, requires multi-functional team from all depts w integrated strategy. #sm69
@dibbler46 Mostly agree but would be better to actually show the #smROI rather than just talk about it. #sm69
@dibbler46 Mostly agree but would be better to actually show the #smROI rather than just talk about it. #sm69
RT @TomMartin: @adamcohen right. if #SM isnt coordinated, its just silo that may/may not be making your other channels more effective #sm69
RT @karimacatherine: A2 : Socialmedia is not a stand alone strategy, it has 2 take in2 cons all other business strategies & boost them #sm69
RT @megfowler: Any form of mktg strategy that becomes more about the company than the customer is a failure. #SM included. > Well said #sm69
RT @livepath: @adamcohen Agree its about customer experience strategy... the tools/channels are merely delivery mechanisms > Agreex2 #sm69
RT @chrissfife: @AndrewJDavison #SM is also a listening tool & strategy should include a way to let audience communicate with you. #sm69
Don't silo #SM into just mktg. It's PR, cust svc, internal collaboration, etc. #sm69
RT @dmeiselman: ART @adamcohen Its time cos revisit "social media strategy" - isnt it a subset of a cust relat strategy? > Absolutely! #sm69
@DavidSeifert For premium social monitoring (variable pricing pts) solns look at Visible Tech, Attensity, Radian6, Scout Labs #sm69
@DavidSeifert For premium social monitoring (variable pricing pts) solns look at Visible Tech, Attensity, Radian6, Scout Labs #sm69
@AppleBoxStudios #SM is a big arena. Which channels are best? What is best way to leverage? Etc. #sm69
Before designing strategy, I'd start by monitoring social channels using premium monitoring soln/svc to build benchmarks/identify opp. #sm69
Before designing strategy, I'd start by monitoring social channels using premium monitoring soln/svc to build benchmarks/identify opp. #sm69
RT @Marc_Meyer: FYI, here is the archive of todays tweetchat on mobilizing your social strategy http://bit.ly/bmVaB2 #sm68
@AmberCadabra @getresults @AndrewMueller @prem_k @klequoc @kenburberry @kenjiokumura @jjaime @nigellegg Thx for convos today! #sm64
@klequoc For social monitoring solns, I'd look to Visible Technologies, Attensity, and Radian6 as good places to start. #sm64 #sm
Gotta run. Thanks All, for a lively discussion! #sm64
@naplesplus Any data can be manipulated. #sm64
@AmberCadabra See I'm the opposite. Lotsa folks talking about #smROI but few actually determining it. But discussion for nuther day. #sm64
RT @kenburbary: That is an incredibly important point. Good social intelligence requires analysts w business & #sm acumen > Yes. #sm64
@prem_k Partially. But analysis is interpretive (art + science). Not everyone can do it well. #sm64
@prem_k Partially. But analysis is interpretive (art + science). Not everyone can do it well. #sm64
RT @AmberCadabra: If u dont have measurement/analysis discipline overall, ur org going to struggle w #SM > Yep. It's a biz choice. #sm64
@AmberCadabra Agree that's true for smaller companies. #sm64
@GetResults Agree on leadership. They're the folks defining the goals & strategy. #sm64
@klequoc U can do #sm monitoring cheaply but ur ability to use data will be limited. Sophisticated insights take sophisticated tools. #sm64
& let's face it. U need to budget for analysts who can make sense of the data. #sm64
Ur data analysis goals will help point to the right #sm monitoring solutions for u. #sm64
@andrewmueller Wonderful thing about data collection. You can identify the serendity & gain better understanding of its source. #sm64
@andrewmueller Wonderful thing about data collection. You can identify the serendity & gain better understanding of its source. #sm64
RT @kenburbary: @jasonbreed Amen. Dont drown in data. Dont be data rich &insights poor. Define key data needs and focus on only those. #sm64
@jjaime Tools do amazing analysis now. But agree, it's not quite far enough to satisfy but getting better all the time. #sm64
@AppleBoxStudios Most #sm monitoring solns will allow u to look backwards to give you starting benchmark. #sm64
@AppleBoxStudios Most #sm monitoring solns will allow u to look backwards to give you starting benchmark. #sm64
RT @AmberCadabra: Data that ultimately matters is the stuff that draws a picture of progress, success, or failure toward goals. > Yep #sm64
@kenburbary Agree. The monitoring tools today are pretty sophisticated but just getting started. Will only get better. #sm64
RT @AmberCadabra: And you need people to interpret based on current circumstance, human factors, intangibles not captured in data. #sm64
@AmberCadabra Agree. Need to balance what data you gather with right tools to help u interpret data. #sm64
@AmberCadabra Agree. Need to balance what data you gather with right tools to help u interpret data. #sm64
RT @stepmorgan: Great chat today! Thanks for engaging. #sm59
@vmaryabraham @sanchezjb @kseniacottman @JohnFMoore @nigellegg Thanks for convos today! #sm59
@dc2fla: @andrewmueller @StephanieSAM @techguerilla @yoblake @danperezfilms Thanks for convo today! #sm59
Cheers everyone for a good talk today. I'm signing off now to return to project work. Thanks! #sm59
@andrewmueller Having ROI calc challenges is no excuse not to do (any investment has them)...and unrealistic from exec perspective. #sm59
RT @danperezfilms: @themaria Can sales actually be tracked to a companys #sm efforts? > Depends on ur set-up. #sm59
@andrewmueller Degree of granularity is always the question! :-) #sm59
@techguerilla Remember, you can't do ROI calc *until* you understand objectives & strategy. Otherwise cart leading horse. #sm59
@andrewmueller ROI might not be as import. for small initiatives. Unavoidable for those with multi-$xxx,xxx price tags. #sm59
@andrewmueller Strategy = How u plan to accomplish something. Valuation (ROI) = numerical expression of strategy. #sm59
@yoblake Good pt. Empl will put their focus on whatever they're incented to do. #sm59
RT @JohnFMoore: If U want to convince execs of value of social biz must show #smROI. > Yes! Money = Language of execs #sm59
Hey folks, @andrewmueller is having Twit posting probs. He's prob'ly out for rest of discussion...but not by choice! #sm59
@cariofthevalley Disagree. Investments (#ROI) always have uncertainty so work thru. Build set of defendable assumptions for biz case. #sm59
@cariofthevalley To get exec buy-in, show the biz case. if the rev / cost savings are there, then they'll embrace. #sm59
RT @dc2fla: ..the conversation & #SM thinking remind me of the Dale Carnegie precepts, #scrm before the SM tools > #SCRM as enabler. #sm59
RT @andrewmueller: Q2 frequency, reach + yield is v. important its achieved by delivering exceptional experiences at every touchpoint #sm59
@stepmorgan Every empl have always represented the brand. #SM has potential to make it more visible. #sm59
Some parts of #SM can be automated. The challenge will be to find the balance so the human touch is still strong. #sm59
@andrewmueller Remember, tho, #CRM is still transactional while #SCRM holds ability to capture many to many. http://ht.ly/1JFjR #sm59
@stepmorgan Every empl have always represented the brand. #SM has potential to make it more visible. #sm59
Some parts of #SM can be automated. The challenge will be to find the balance so the human touch is still strong. #sm59
RT @andrewmueller: Q2 frequency, reach + yield is v. important its achieved by delivering exceptional experiences at every touchpoint #sm59
@StephanieSAM Twitter's #SCRM Accidental Community defined #SCRM in-depth. Also see http://ht.ly/1JF9N #sm59
@StephanieSAM Twitter's #SCRM Accidental Community defined #SCRM in-depth. Also see http://ht.ly/1JF9N #sm59
@techguerilla If execs already saw #smROI, they'd be doing it. Show it to them, build realistic biz case, then let them make decision. #sm56
@correlationist: If #sm biz case is strong, then execs will get it. If not, maybe exec isn't to blame. #sm56
@correlationist: If #sm biz case is strong, then execs will get it. If not, maybe exec isn't to blame. #sm56
RT @andrewmueller: @treypennington Culture shift can start either way but wont get far until execs get religion & choose to evangelize #sm56
#SocBiz may start w dept'l beach heads but will need exec buy-in to go corp-wide. #sm56
@CoryOBrien If ROI of #sm isn't obvious & higher than other initiatives, exec will choose latter...as they should. #sm56
RT @sepler: #sm56 Culture has to include trust of individuals. SM cannot thrive in authoritarian or high-control culture. > Yes. #sm56
RT @sepler: #sm56 Culture has to include trust of individuals. SM cannot thrive in authoritarian or high-control culture. > Yes. #sm56
Best way to get exec attention is to talk their language, and that's money - rev's or cost savings. #sm56
RT @billfromsc: RT @livepath: Pushing SM from bottom up is tough. Mostly narrow non-strategic execution - but it is waking up org #sm56
@CoryOBrien: its the passionate that will set culture. > Disagree. In lg co, cultural chgs tend to come from leadership. #sm56
#SocBiz initiatives can start at grassroots but CXO buy-in required for corp-wide initiative & adoption. #sm56
#SocBiz initiatives can start at grassroots but CXO buy-in required for corp-wide initiative & adoption. #sm56
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
RT @Marc_Meyer: #SM is not like leggo, u just don't snap the pieces in place & go... #sm52 > Yep. Strategy, baby!
Need to decide ur strategy. If you're seeking to be a thought leader, then you need to be proactive about setting content agenda. #sm51
@blogbrevity Glad to meetcha! #sm45
@MaryAnnHalford: Will let you know when ValueRight lite version for mktg is ready next wk. http://ow.ly/133Yi #sm45
Got to run...@whatsnext - Thx for hosting. Great job! Everyone Else - Great convos. See u next week! #sm45
Got to run...@whatsnext - Thx for hosting. Great job! Everyone Else - Great convos. See u next week! #sm45
Got to run...@whatsnext - Thx for hosting. Great job! Everyone Else - Great convos. See u next week! #sm45
Got to run...@whatsnext - Thx for hosting. Great job! Everyone Else - Great convos. See u next week! #sm45
Lots of these tactics good ideas but still 1-off ideas requiring time to prove. Best bet - start w strategy w progressive milestones. #sm45
@smange Great way to train the troops before you open the public doors. :-) #sm45
@smange Great way to train the troops before you open the public doors. :-) #sm45
RT @Tbeffs: Quick Tactic: Monitor for whats NOT being talked about that u want ppl to talk about.Why arent they? Then ADAPT > Oh, good #sm45
RT @Tbeffs: Quick Tactic: Monitor for whats NOT being talked about that u want ppl to talk about.Why arent they? Then ADAPT > Oh, good #sm45
RT @andrewmueller: Best way to convince execs to deploy #sm >create strategy based on achieving strat biz objectives > Best option. #sm45
RT @andrewmueller: Best way to convince execs to deploy #sm >create strategy based on achieving strat biz objectives > Best option. #sm45
RT @andrewmueller: And show them how you will measure the performance of the strategy against those objectives > Exactly. #sm45
RT @andrewmueller: And show them how you will measure the performance of the strategy against those objectives > Exactly. #sm45
RT @Tbeffs: Quick Tactic: Monitor for whats NOT being talked about that u want ppl to talk about.Why arent they? Then ADAPT > Oh, good #sm45
@smange Great way to train the troops before you open the public doors. :-) #sm45
RT @Tbeffs: Quick Tactic: Monitor for whats NOT being talked about that u want ppl to talk about.Why arent they? Then ADAPT > Oh, good #sm45
@smange Great way to train the troops before you open the public doors. :-) #sm45
Gather intel about ur company & competitors to show convos already going on w/o ur participation. #sm45
Gather intel about ur company & competitors to show convos already going on w/o ur participation. #sm45
@smange Great point to start within to build #sm. Some co's will be much more comfortable w approach. #sm45
@smange Great point to start within to build #sm. Some co's will be much more comfortable w approach. #sm45
RT @jasonbreed: To prove to execs, I take 12-18 mo stock chart of competitors using SM then showing them theirs. great illustration! #sm45
@Marc_Meyer Fuzziness = risk. Couple defendable assumptions with risk to give context to initiative. Let execs decide. #sm45
RT @andrewmueller: There are different reasons and for diff objectives a co may engage in Social Media - must be strategy driven #sm45
RT @andrewmueller: There are different reasons and for diff objectives a co may engage in Social Media - must be strategy driven #sm45
RT @Marc_Meyer: @whatsnext i.e. Execs want to know....Is it worth it? Period. > Exclamation point. #sm45
Most co's are opportunity rich, resource limited. That's why biz case for any initiative, including social biz, needs to be compel'g. #sm45
Most co's are opportunity rich, resource limited. That's why biz case for any initiative, including social biz, needs to be compel'g. #sm45
@whatsnext I agree #sm has many benefits. But ROI is a specific fin'l meaning related to gains and costs. Just clarifying meaning. #sm45
RT @EF_Forbes: RT @andrewmueller: It is not the tool that cos are looking for ROI form but the activity the tool is used for > Agree #sm45
RT @EF_Forbes: RT @andrewmueller: It is not the tool that cos are looking for ROI form but the activity the tool is used for > Agree #sm45
@bdresher Hmm, no. The only I in ROI is investment. Monetary gains and costs. #sm45
@Marc_Meyer Can you expand on why u see #smROI as a slippery slope? #sm45
@Marc_Meyer Can you expand on why u see #smROI as a slippery slope? #sm45
@jsandford Co might not do ROI on a single phone but they do for a phone system...so yes, value social biz initiatives too. #sm45
RT @blogbrevity: Social media must be aligned with overall biz objectives and be a part of an integrated plan. > Exactly. #sm45
RT @blogbrevity: Social media must be aligned with overall biz objectives and be a part of an integrated plan. > Exactly. #sm45
@whatsnext Exactly. U don't have a plan 4 talking on phone but for communication. Add #sm to mix, incl supporting needs - tech, etc #sm45
RT @whatsnext: @creativeyears #sm45 good point about fear of time and resource consuming. > Build holistic corp strat to manage. #sm45
RT @MaryAnnHalford: #sm45 executives are concerned about how SM can scale . . .and how to measure it #sm45
RT @MaryAnnHalford: #sm45 executives are concerned about how SM can scale . . .and how to measure it #sm45
@ebalmaceda Many execs would be satisfied w a realistic forecast of #sm potential, applied to their company. #sm45
Execs have begun to understand social biz will have holistic impact & are looking for corp-wide initiatives & not siloed ones. #sm45
Execs have begun to understand social biz will have holistic impact & are looking for corp-wide initiatives & not siloed ones. #sm45
Thanks to everyone today, and esp @kriscolvin for hosting. got to run but good convo. #sm42
@sharonmostyn Start w ppl 1st (cust, empl, & partners). Determine what real ppl want/need to accomplish. then bld efficiency to meet. #sm42
RT @Marc_Meyer: Huge shout out to @kriscolvin for todays #socialmedia tweetchat. A lot of passion flowing out of convo. > Kris kudos. #sm42
@sharonmostyn Disagree. Cust experience is important but so is biz efficiency (& scalability). balance needs to be found. #sm42
RT @sharonmostyn: RT @nigellegg social integration is more than tech its the way ppl work, what they expect frm their job & colleagues #sm42
@KrisColvin Agree. The right (best of breed) tech solns will fall out of corp objectives and strategy. #sm42
RT @ajmunn: @KathyHerrmann I think individual depts objectives & approaches can be included in the holistic strategy. > Agree! #sm42
RT @ajmunn: @KathyHerrmann I think individual depts objectives & approaches can be included in the holistic strategy. > Agree! #sm42
RT @nigellegg: social biz integration - allowing all employees to share all information. > Liberating info most excellent. #sm42
@socialtality or at least plan for eventual holistic integration as you implement phases. #sm42
@sharonmostyn The problem with different depts starting individual programs is opportunity for siloeing. holistic strategy better. #sm42
@sharonmostyn The problem with different depts starting individual programs is opportunity for siloeing. holistic strategy better. #sm42
@socialtality How about both? Make social biz be about human experience AND be cost effective. #sm42
Social biz integration = culture + personnel mgmt + process reengineering + tech infrastructure. #sm42
RT @ajmunn: @comcastcares SM consists of tools to allow collaboration, communication, content org & distribution Not only about cust #sm42
@comcastcares Sure. there's employees and partners. social biz is as much about them as customers. #sm42
@shinng @comcastcares Ur both right. Social strategy should be part of holistic corp strategy & feed into objectives. #sm42
RT @socialtality: @comcastcares - engagement begins where need, customer, and company intersect #sm42
@ajmunn Classics are classic for a reason! :-) #sm42
@KrisColvin case in pt, my cuz owns construction co. contact is all in-person or on phone. not online. #sm42
@KrisColvin case in pt, my cuz owns construction co. contact is all in-person or on phone. not online. #sm42
@KrisColvin In terms of websites, i agree. in terms of social channels, really depends on co & clients... #sm42
@KrisColvin In terms of websites, i agree. in terms of social channels, really depends on co & clients... #sm42
RT @shinng: @KathyHerrmann Agree. SM isnt for every company. Must understand target audience, company objectives first. > Yepper. #sm42
RT @socialtality: Dont start with tactics, start with strategies to integrate SM > Absolutely agree. #sm42
Additionally, need to look at holistic corp strategy and layer in social strategy as part of it, even if it's introduced in phases. #sm42
@KrisColvin To social biz right needs to start with corp culture. build a culture grnd'd in collaboration & engagement. #sm42
Additionally, need to look at holistic corp strategy and layer in social strategy as part of it, even if it's introduced in phases. #sm42
@KrisColvin To social biz right needs to start with corp culture. build a culture grnd'd in collaboration & engagement. #sm42
@KrisColvin @CoryOBrien And the answer will vary depending on co, industry, and product. #sm42
@socialtality Exactly. Social biz is about much more than mktg. it's a model for doing biz across all parts of organization. #sm42
we're going back to the future...reinventing the village mentality but w a village with global sites. #sm42
today's world is about sharing info, not hording it. it feeds into the type of engagement customers want too. #sm42
Will join into chat on in 8 min re Social Integration into Biz. Follow #sm42 (via @KrisColvin) #sm42
blastfollow.com allows u to to do follow *all* participants of a twitterchat discussion. #sm41 (via @treypennington)
@andrewmueller @treypennington recommended a service that allows you to do a blast follow but don't remember url. #sm41
@andrewmueller @treypennington recommended a service that allows you to do a blast follow but don't remember url. #sm41
@ajmunn Somewhat disagree w ur def of good cust svc. It's being there, in way cust best needs, when needed. #sm41
@ajmunn Somewhat disagree w ur def of good cust svc. It's being there, in way cust best needs, when needed. #sm41
RT @drnatalie RT @comcastcares EVERY Customer=priority,otherwise wont maintain + sentiment #SM41 #customerservice not a PR game #sm41
RT @drnatalie RT @comcastcares EVERY Customer=priority,otherwise wont maintain + sentiment #SM41 #customerservice not a PR game #sm41
New link for How to Determine #SM Value & ROI webinar. http://ow.ly/OEqW #sm39 #smroi
Thanks to everyone for RTs! #sm39
For interested folks, view my webinar on How to Determine #SM Value & ROI. http://ow.ly/OEbA. Discusses methodology. #sm39
@thebrandbuilder Thanks for hosting today's chat! #sm39
@treypennington Yep. Metrics = foundation for defendable assumptions that feed valuation analysis. #sm39
@treypennington Yep. Metrics = foundation for defendable assumptions that feed valuation analysis. #sm39
@dc2fla Then the next step is to build correlation of metrics to $$$ (or something that feeds into $$$ equation). #sm39
@GetResults Exactly. Benefits are directly related to value. More benes = higher $$$ value. #sm39
@GetResults Exactly. Benefits are directly related to value. More benes = higher $$$ value. #sm39
@treypennington My take...Value = $$$. Benefits = what good stuff #sm does for company. #sm39
@treypennington My take...Value = $$$. Benefits = what good stuff #sm does for company. #sm39
@GetResults ...and u build ur defendable assumptions from ur metrics (mktg, call center, other). #sm39
@GetResults Yes & no. there's only 1 ROI formula. ur defendable assumptions feeding the analysis may differ tho, if that's what u mean #sm39
@GetResults Yes & no. there's only 1 ROI formula. ur defendable assumptions feeding the analysis may differ tho, if that's what u mean #sm39
@brightmatrix The only real measure of business success is revenues & profitability. Bottom line. #sm39
RT @thebrandbuilder: @GetResults Q2 Right. The key in adoption is for #socialmedia to first solve a business problem. #sm39
@Marc_Meyer Ah, that's why the objectives/strategy needs to be defined first. "who comes first" will fall out of that. #sm39
@Marc_Meyer Ah, that's why the objectives/strategy needs to be defined first. "who comes first" will fall out of that. #sm39
Keep in mind, for many co's, #customerservice may be better place to launch initial #sm initiatives. #sm39
I'd build multi-functional team to define holistic #sm strategy for company. then can roll out in phases for digestibility. #sm39
@CoryOBrien Maybe not short-term goal but the cash flow can be quantified over an 18-mo to 2-yr period. would want Payout long before. #sm39
@thebrandbuilder Exactly. Cash flow analysis is important part of valuation analysis. #sm39
Comprehensive #sm valuation takes into acct all impacted depts...mktg/sales, cust svc, internal, etc. #sm39
Comprehensive #sm valuation takes into acct all impacted depts...mktg/sales, cust svc, internal, etc. #sm39
@smurdoff taking months isn't a bad thing if a sound strategy is emerging. it's the no-action months that are problems. #sm39
RT @thebrandbuilder ROI is concerned the goal is to earn money, the measurements are ALL about costs and revenues! > + Cost savings. #sm39
@CoryOBrien Valuation, incl ROI, should always be a part of any corporate initiative. #sm39
@andrewmueller Exactly. Toe-dipping can be undertaken as a
pilot project to test out ideas. #sm39
Yes but I'd take it from a step earlier. Strategy/planning define how #sm will fit into larger corporate objectives/strategy #sm39
@ericswain you can use tweetchat. http://tweetchat.com #sm39
RT @thebrandbuilder: Todays topic: Advancing the Discussion of Social Media & ROI > Will be participating here for a while #sm39
@charleneli Thanks for hosting today's #sm38 chat. Great discussion. #sm38
@andrewmueller If u can come to 1 of my smROI webinars, then I can show u #smROI methodology. http://ow.ly/MpgV.... #sm38
@andrewmueller The uncertainty is where risk comes into play. the more uncertainty the higher the risk. #sm38
@andrewmueller Any forecast can be gamed, which is why it's good to have valuation vetted by other objective reviews. #sm38
@andrewmueller Back to my posit to make defendable assumptions, coupled w appropriate risk to give exec context in making decision. #sm38
@andrewmueller All valid points to consider but that's not unique to #sm - nor is it a reason to avoid valuation. Layer cannibalism in #sm38
@andrewmueller You need to look at personnel, tech & other costs as well as forecast rev or cost savings potential. #sm38
@andrewmueller You need to look at personnel, tech & other costs as well as forecast rev or cost savings potential. #sm38
@andrewmueller Yes. Valuation involves a forecast. Best way to build foundation is with historical/recent results. #sm38
@andrewmueller ROI is reflective of valution so ques becomes how many $ do I need to spend on #sm & how much $ do I get back? #sm38
@andrewmueller ROI is reflective of valution so ques becomes how many $ do I need to spend on #sm & how much $ do I get back? #sm38
@rustyspeidel I'm pro-social media so not debating benes. But am pragmatic. If u can't show execs $, then u'll lose their interest. #sm38
@ShannonPalmer Yes & no. ROI relates to value. Metrics relate to benefits. Benes feed into value but value is $$$. #sm38
@ShannonPalmer Yes & no. ROI relates to value. Metrics relate to benefits. Benes feed into value but value is $$$. #sm38
Metrics are important as leading indicators of rev or cost savings. But it's got to be about money or u lose exec attention. #sm38
@ShannonPalmer Same as any valution. U make defendable assumptions to forecast (#sm) results, coupled with appropriate risk. #sm38
@ShannonPalmer Same as any valution. U make defendable assumptions to forecast (#sm) results, coupled with appropriate risk. #sm38
@rustyspeidel Yes & no. Metrics aren't monetary value. They reflect benes. And yes, #sm valuation needs to be specific to company. #sm38
Execs will want to see monetary placed on #sm just like any other corp initiative. Otherwise, why invest in it? #sm38
Execs will want to see monetary placed on #sm just like any other corp initiative. Otherwise, why invest in it? #sm38
@charleneli But that's part of the prob right there. Metrics aren't value or ROI. They reflect benefits. Value or ROI = money. #sm38
@BlakeGroup You mean beyond what HootSuite and TweetDeck are doing? #sm38
Your Customers Don’t Want to be Your Friend http://ow.ly/B6w7 > No, they really don't - but #SM is about more than marketing. #socialmedia
RT @smoclassroom: #socialmedia Slideson creating a social media strategy http://bit.ly/32b85L > Good ideas. Just add automation #socialmedia
