@stevemassi @Ken_Rosen @jgombita @KathyHerrmann @jasonbreed Great seeing you again. May have to skip next week though. Got a conflict #sm119
@FuelOnline I agree. Too many businesses just want a "fire & forget" social program. It just doesn't work that way. #sm119
@Marc_Meyer @themaria No, Thanks YOU. Awesome chat, as usual. So disappointed I have to get back to work :( #sm119
@stevemassi True, all Bizs are "social," but not all are customer centric. Too many are profit-centric. #sm119
@stevemassi True, all Bizs are "social," but not all are customer centric. Too many are profit-centric. #sm119
@martinjason Yes, but if the business is customer centric, you'll have a much easier time creating a Soc Biz. #sm119
@themaria Exactly, Social Business is a way of DOING business. #sm119
@KathyHerrmann @themaria Yes, when it's engrained in the culture, it makes things much easier. #sm119
@KathyHerrmann That's right, but you need to make sure that the attitude includes SM. Too many people can view something as "solved" #sm119
You got it! RT @themaria: Yes, constant improvement... comes from commitment to customer-centricity, employee-centricity & humility. #sm119
@RepuMetrix It was a pleasure chatting with you too. #sm119
@themaria You don't just "get" a Social Business. It's like medicine or law, a practice that must be constantly developed. #sm119
@themaria Too bad, It would solve a lot of problems if it did :) (re corporate "Politics is not going anywhere") #sm119
@FuelOnline I'm not disagreeing with you. Just pointing out other aspects to consider. #sm119
@themaria Haha, just referring to internal politics. Seen people fake being on board to further their own goals. #sm119
@themaria Yes, you have to build your team and consensus, but pick those partners carefully. #sm119
@BarryBirkett Yep, I've seen this happen; "Those not on board can infect org & create roadblocks to success" #sm119
@ambercleveland Finding out who's not on board should be revealed in your Audit, but yes, you are correct. #sm119
@ambercleveland Finding out who's not on board should be revealed in your Audit, but yes, you are correct. #sm119
@samraatkakkar It helps (a LOT) if it's top down, but you still need buy-in across the org. #sm119
@FuelOnline But before you can calculate ROI and select metrics, you have to have buy in on goals & objectives. #sm119
@themaria Definably need "blessing" fr exec suite, incl "auditing" them before approaching. You need to know what your up against. #sm119
@RepuMetrix Yes, the cultural barriers can be more problematical than anything else. The stakeholders & staff must all be on board. #sm119
@kenburbary The model I use is something I've developed. Combination of surveys and analysis encompassing all aspects of a business. #sm119
@Ken_Rosen In other words, the Audit helps you baseline your social media efforts. #sm119
@Ken_Rosen The point of the audit to see what your ppl know about SM, what resources already being used so you can build around it. #sm119
@themaria A2. Step 1: Conduct a Social Media Maturity Audit. You need to know how SM has permeated the org/staff so far. #sm119
@jgombita @themaria who runs community at @Yammer. #sm119 She's doing a great job.
@sethgoldstein It depends on how the tools are structured. #sm119
@martinjason @Starbucks does SM right. For them, it's about the customer (& the coffee), not the business. #sm119
@sethgoldstein @themaria Sale doesn't need to be offline. It can be via SM. The important thing is that the customer is satisfied. #sm119
RT @themaria: RT @stevemassi: q1 social biz encourages collab, sharing & connection 2 resources & knowledge previously unavailable #sm119
@themaria @FuelOnline You can sell in SM environment, but it needs to be a soft-sell. Building the relationship should come 1st. #sm119
@themaria @FuelOnline You can sell in SM environment, but it needs to be a soft-sell. Building the relationship should come 1st. #sm119
@dariasteigman Yes, that too. Social Business must be a 360 degree process, internal and external participation. #sm119
@dariasteigman Yes, that too. Social Business must be a 360 degree process, internal and external participation. #sm119
@themaria A1. "Social Business" means to have tools and processes in place to listen and interact with customers via Social Media. #sm119
@themaria A1. "Social Business" means to have tools and processes in place to listen and interact with customers via Social Media. #sm119
Looking forward to socialmedia chat #sm119. Starting any minute.
@jeremymeyers @tamadear Don't forget to establish those baselines first. #sm118
@webby2001 The pleasure was mine, but I'm happy to share. :) #sm118
@webby2001 Thanks for a great #sm118 chat today. Educational and entertaining, as usual.
@SteveMurthey Setting goals and deciding what you're going to measure. I agree. #sm118
@techguerilla Aren't those "educated gut feelings" just having the experience to interpret what the data is telling you? #sm118
@SteveMurthey Which "other" conversation are you referring to? #sm118
RT @themaria: When thinking of oppty cost, consider what's the cost of not doing it? #sm118
RT @themaria: When thinking of oppty cost, consider what's the cost of not doing it? #sm118
RT @tamadear: For those who *do* consider opportunity cost? What's your process for prioritizing? What do you base the decision on? #sm118
RT @JoeKikta: @webby2001 Have to consider opportunity cost... prioritize activities, especially as a SMB. All have limited resources #sm118
@webby2001 Where you spend $ depends on your priorities. ROI derives from how you calculate the value of your priorities. #sm118
@SteveMurthey Or, how about just answering them (if 1st question is "what can we measure?") #sm118
@JakeDCrawford Yep, and include customers in your process. Make them feel that they have a vested interest in your product/service. #sm118
TRUE! RT @tamadear: @Aniketh @webby2001 That depends *entirely* on what your'e trying to achieve through SM. Goals determine metrics. #sm118
I agree. RT @tamadear: @JakeDCrawford @webby2001 All suffer from a similar problem: exposure does not equal an impression. #sm118
RT @tamadear: @BarryBirkett That's right. And it's important to know if and how those interactions make a difference. #sm118
@KathyHerrmann Yes, you need to weight all those considerations. Don't want to blow your budget on over analyzing. #sm118
@JakeDCrawford I meant that if the investment required to build one could be prohibitive. #sm118
@webby2001 Yes, data IS critical, but also the experience to not get overwhelmed by it & know when you have the answers you need. #sm118
@JakeDCrawford It's always worth it to get to know your customers. I was just putting out the issue of "building" an audience. #sm118
@JakeDCrawford It's always worth it to get to know your customers. I was just putting out the issue of "building" an audience. #sm118
@tamadear Mapping those online interactions is critical, but at what point is the mapping data "enough?" #sm118
@webby2001 Maybe the question should be 'is it worth it to build your audience/community?' #sm118
RT @themaria: Social media is huge 4 "offline" biz in helping cultivate loyalty & freq. purch. behavior. Also, location-based promos! #sm118
RT @NathanRKing: @NealWiser @webby2001 Deeper relationships can help customers purchase your products more frequently as well. #sm118
@NathanRKing Haha, was just adding that as you tweeted it. #sm118
RT @KaryD: A1 Drive offline biz via location marketing & incentives; plus strengthen relationship after initial purchase/transaction. #sm118
@webby2001 Benefits of that "deeper relationship" include customers who may have harder time leaving you for your competition. #sm118
@webby2001 Benefits of that "deeper relationship" include customers who may have harder time leaving you for your competition. #sm118
@Your_Shirt_Guy Why don't you take online orders? #sm118
@webby2001 A1. Social Media can help you develop a deeper relationship with your offline customer (textbook answer) #sm118
@Aniketh Try TweetDeck #sm118
@Aniketh Try TweetDeck #sm118
Todays #socialmedia tweetchat w/ @webby2001 about how to value social media for offline business begins at 12:00PM EST #sm118
@stevemassi I know you're in Philly too. We should do lunch sometime. #sm117
@Marc_Meyer @samraatkakkar @Ken_Rosen @stevemassi @katebuckjr @RhoyalSocialite @ariherzog @neicolec Gr8 chat! Did I miss anyone? #sm117
@Marc_Meyer Thanks again, Marc. And great to see everyone again too. We've got to do this face-to-face sometime. #sm117
@stevemassi @katebuckjr Yep, those too. #sm117
@Ken_Rosen CEOs need to know numbers of offers redeemed. #sm117
@Marc_Meyer Oh, no chat next week? I guess you'll be off celebrating my birthday :) #sm117
@ken_rosen That's why you have to use techniques like offer codes, landing pages, etc. #sm117
@skywiremedia Tuesdays at noon (EST) #sm117
@Marc_Meyer Yeah, but at that point people don't often go deep into the numbers when they go back. #sm117
@davidhrosen I like it when my brain explodes. Get's a little gooey though. #sm117
@katebuckjr Poor tools. Poor Interpretation and/or lack of detail by those reporting results. #sm117
@samraatkakkar Unless you've got a subscription to Forrester or Gartner, etc. And even then nos can be slim. #sm117
@Marc_Meyer Most case studies are interesting, but shallow (as in, not particularly in-depth). Verifiable numbers R hard to come by. #sm117
@ken_rosen YES! Definitely need to see some executive-level Case Studies. Would like to see lots of verified numbers. #sm117
@RhoyalSocialite instead of reading whole transcript (although it was a great chat), I reco you search for keywords to find mentions. #sm117
@Marc_Meyer Most case studies are interesting, but shallow (as in, not particularly in-depth). Verifiable numbers R hard to come by. #sm117
@ken_rosen YES! Definitely need to see some executive-level Case Studies. Would like to see lots of verified numbers. #sm117
@katebuckjr Poor tools. Poor Interpretation and/or lack of detail by those reporting results. #sm117
@samraatkakkar Unless you've got a subscription to Forrester or Gartner, etc. And even then nos can be slim. #sm117
@davidhrosen I like it when my brain explodes. Get's a little gooey though. #sm117
@Marc_Meyer Yeah, but at that point people don't often go deep into the numbers when they go back. #sm117
@skywiremedia Tuesdays at noon (EST) #sm117
@ken_rosen That's why you have to use techniques like offer codes, landing pages, etc. #sm117
@RhoyalSocialite Definitely pays to minimize the number of tools you use (we discussed that last week. Check out #SM116 transcript). #sm117
@chuckhemann Great job chuck! Lots of fun. #sm116
@techguerilla People will always "look the other way" until something bites them on their you know whats! #sm116
@techguerilla Facebook believes that relevancy/personalization will build trust, and they may be right (but we know better). #sm116
RT @ConversationAge: @jgombita wrote about how FB will steal your customers today http://ow.ly/5mYSO c: @AndrewMueller #sm116
"Rate limit exceeded" "Rate limit exceeded" Aw, phooey! #sm116
@techguerilla Yep, so true. Even with supposed BFFs, but you've got to trust someone sometime. #sm116
@techguerilla The risk there is that ppl often think they "know" a social media "friend" much better than they actually do. #sm116
@techguerilla The risk there is that ppl often think they "know" a social media "friend" much better than they actually do. #sm116
@chuckhemann However, trust CAN extend to a brand if you have experience with the product, makes you more receptive to message. #sm116
@chuckhemann But the amount of "Trust" a brand can "Borrow" is dependent on your relationship with the referrer. #sm116
@TheTimHayden I hear there's going to be a new portable telephone from some fruit farmer called Apple. :) #sm116
@TheTimHayden I hear there's going to be a new portable telephone from some fruit farmer called Apple. :) #sm116
@TheTimHayden Still have to make sure you keep an eye on your privacy settings. Too easy for something to slip through. #sm116
@TheTimHayden Still have to make sure you keep an eye on your privacy settings. Too easy for something to slip through. #sm116
@jgombita I'll have to look into that. Thanks for the link. #sm116
@jgombita I'll have to look into that. Thanks for the link. #sm116
@chuckhemann I think the depth of the relationship depends on how ppl use the platform, but FB offers a more complete toolset. #sm116
@chuckhemann You can build trust with consumers on any platform. The "trust" is dependent on how the relationship evolves. #sm116
@TheTimHayden I started out using FB that way, but far too many business contacts wanted to friend me. I needed to open up. #sm116
@TheTimHayden I started out using FB that way, but far too many business contacts wanted to friend me. I needed to open up. #sm116
@jgombita I'm not familiar with the "privacy commissioner" issue. What's she saying? #sm116
@jgombita I'm not familiar with the "privacy commissioner" issue. What's she saying? #sm116
@chuckhemann The level of trust in brand messaging is proportional to the level of (perceived) friendship from referrer. #sm116
I agree. RT @TheTimHayden: @JoeKikta @NealWiser the issue isn't privacy, it is the intimacy that FB purveys as a "safe environment." #sm116
@chuckhemann @JoeKikta Ppl R more trusing in FB (in general), but are becoming cynical of Brand mentions. (2/2) #sm116
@chuckhemann @JoeKikta I realize I may appear to have contradicted myself. To sum up... (1/2) #sm116
@chuckhemann @JoeKikta I realize I may appear to have contradicted myself. To sum up... (1/2) #sm116
@kenburbary The "Trusted Referral" is losing it's luster. Ppl R becoming cynical of brand mentions (unless they really know referrer) #sm116
@chuckhemann I agree w/ Pew findings. ppl R more trusting on Facebook. I believe it's b/c they think they're in safe environment. #sm116
@chuckhemann Oops, I'm a little late for #sm116 What did I miss?
@chuckhemann Oops, I'm a little late for #sm116 What did I miss?
@davidhrosen In case you missed my previous reply amid all the hoopla, let's schedule a time to chat. #sm115
Really great chat today. @tamadear rocked it! Lots of geeky marketing fun all round. #sm115
@JeffCutler Yes, depending on brand, you have to schedule or be available accordingly. Or at least reply in a reasonable time. #sm115
@JeffCutler Yes, depending on brand, you have to schedule or be available accordingly. Or at least reply in a reasonable time. #sm115
RT @tamadear: RT @jasonbreed: A3: social requires move fr creating promises bout Brand to being Accountable for Brand Promise! #sm115
@ariherzog Hey buddy! How's it going? #sm115
@Marc_Meyer Social has also taken those lines and creates new threads connecting brands and consumers. #sm115
RT @JohnFrost: A3: Social flattened everything, put the brand in the hands of the consumer, and made active listening job #1 #sm115
@tamadear A3: It's really the toolsets. Loving the innovation. Better tools make it easier to service clients. #sm115
@EliIngraham Haha! Actually, I've been fighting some sort of bug since Sunday. Comes and goes in waves. #sm115
@jasonbreed It would probably make sense to use as few tools as possible in that case. Depends on clients needs (& budget) #sm115
@BarryBirkett Sorry, my brain cells are dying off here. Could you clarify that? #sm115
@jasonbreed Are you referring to all accounts, or just larger, more complex ones? #sm115
RT @EliIngraham: "unique" value prop, angle for each brand ur managing, makes easier for teams to see separate but equal ideas. #sm115
Quick Summary - Managing multi accounts: Schedules, Different Apps, Workflow, Style Guides. Anything else? #sm115
Quick Summary - Managing multi accounts: Schedules, Different Apps, Workflow, Style Guides. Anything else? #sm115
@tamadear It helps that the two chats are in different apps. Also applies to managing multiple accounts simultaneously. #sm115
True! RT @davidhrosen: @tamadear During a crisis. Then you need to centralize and focus. #sm115
@tamadear And like I said, Pay Attention! For ex, right now I'm on this chat and a skype chat to Italy. #sm115
RT @JohnFrost: Multiple people managing one brand requires checks and balances to ensure consistency and non-duplication of content #sm115
@tamadear Your teams need to be trained very well, with very clear guidance. #sm115
@webby2001 You mean something like a full disclosure statement? #sm115
@tamadear Yes, but those are complimentary brands, right? #sm115
@TomMartin Would be interesting; "In this corner, Coke. In that corner, Pepsi. Now boys, come out w/ your caps off & bubbles fizzing" #sm115
@tamadear @TomMartin I hope you're not having competing brands duke it out! Interesting concept to have them talk to each other. #sm115
RT @markkrupinski: @tamadear 1st, know Ur customer & their needs, 2nd have fluid playbook, & 3rd, listen #sm115
I like this. RT @TomMartin: @tamadear think of it like acting... playing a role, define the character then stay in that character. #sm115
@tamadear Brand Voice is critical. Start with a Style Guide. #sm115
@tamadear The trick to making sure you're logged into the right account is PAY ATTENTION! #sm115
@tamadear Opportunities; meeting new people & service my clients. Challenges; time management & selecting right tools to engage them. #sm115
@EliIngraham I manage several and oversee several more at various times, depending on what's happening & what phase the moon is in :) #sm115
@mediasres I'm usually on the weekly Sm chats, but I'm always here on Twitter. #sm114
@MediasRes You too. Great conversation. very entertaining and educational. #sm114
@JasonFalls @Marc_Meyer Once again, great chat today. Really enjoyed it. #sm114
@MediasRes You too. Great conversation. very entertaining and educational. #sm114
@JasonFalls @Marc_Meyer Once again, great chat today. Really enjoyed it. #sm114
@JasonFalls A6. Ok, then did it make the client money (or something else of tangible value?)?? #sm114
@JasonFalls A6. Ok, then did it make the client money (or something else of tangible value?)?? #sm114
@JasonFalls The bottom line is, did it achieve the desired goal? If not, then you've failed. #sm114
@dariasteigman Outlier data can be very useful, but make the effort to make sure your KPIs are realistic & tools accurate. #sm114
@martinjason The KPI issue is lost on a lot of people. They'll learn eventually. #sm114
@eliingraham Yeah, but we're talking social techno-jargon. "plain life" doesn't sound as cool as "social reality." ;) #sm114
RT @TomMartin: LUV RT @appleboxstudios: @NealWiser The new RV's have a built in social platform-it's called a Grill :) #sm114 LOL!
@TomMartin Yes, but it depends on where/how you're targeting the RV. #sm114
RT @TomMartin: LUV RT @appleboxstudios: @NealWiser The new RV's have a built in social platform-it's called a Grill :) #sm114 LOL!
@TomMartin Yes, but it depends on where/how you're targeting the RV. #sm114
@mike_trow Thanks! Right back atchya! #sm114
@TomMartin But the RV would take longer, cost a lot more and wouldn't be as accurate. #sm114
@mike_trow Thanks! Right back atchya! #sm114
@TomMartin But the RV would take longer, cost a lot more and wouldn't be as accurate. #sm114
@TomMartin Although I agree with you, Face-to-Face isn't Social Media, it's social reality. #sm114
@TomMartin Although I agree with you, Face-to-Face isn't Social Media, it's social reality. #sm114
RT @webby2001: RT @TomMartin: @JasonFalls Face to face discussion w/ customers still best social media platform I've ever found #sm114
@JohnFrost If the numbers can't be verified, how can you trust the trends you're seeing? #sm114
@MediasRes Unfortunately, you have to take all the data with a grain of salt. I find a lot of discrepancies. #sm114
@JohnFrost If the numbers can't be verified, how can you trust the trends you're seeing? #sm114
@mike_trow Yes, you have to know what data is useful. #sm114
@MediasRes Unfortunately, you have to take all the data with a grain of salt. I find a lot of discrepancies. #sm114
@mike_trow Yes, you have to know what data is useful. #sm114
@TomMartin D'oh! Too obvious (I don't work on outdoor myself) #sm114
@louisvilletroy @Ken_Rosen @JasonFalls How many Impressions does it take before someone starts to tune out??? #sm114
@louisvilletroy @Ken_Rosen Impressions CAN build loyalty, but again, very hard to quantify in the age of ROI #sm114
@louisvilletroy @Ken_Rosen Impressions CAN build loyalty, but again, very hard to quantify in the age of ROI #sm114
@TomMartin OOH? #sm114
@JasonFalls I look forward to reading that. #sm114
@TomMartin OOH? #sm114
@JasonFalls Yes they can, but that's hard to prove. How many ppl exposed to billboards along a highway take action? Prove it. #sm114
@JasonFalls Yes they can, but that's hard to prove. How many ppl exposed to billboards along a highway take action? Prove it. #sm114
@drewhslater I've always been skeptical of "impressions." What an impression really worth? Zero if someone doesn't take action. #sm114
@drewhslater I've always been skeptical of "impressions." What an impression really worth? Zero if someone doesn't take action. #sm114
@JasonFalls I use various tools & services, then mash the results together. Problem is, no one tool/service is really that good #sm114
@JasonFalls I use various tools & services, then mash the results together. Problem is, no one tool/service is really that good #sm114
@techguerilla Will do, and Thanks again! #sm111
@Marc_Meyer @techguerilla Thanks for another great chat! Going to miss next week (I'll be in Italy - poor me) #sm111
@MediasRes Yeah, they are seduced by the dark side of the force, stop being Communicators and become Broadcasters #sm111
@ckieff I'd be curious to see stats for celeb endorsements in infomercials compared against SM. #sm111
@ckieff I'd be curious to see stats for celeb endorsements in infomercials compared against SM. #sm111
@techguerilla I'd modify that slightly; Insight + Action = Success #sm111 Or something like that.
@Marc_Meyer I've played with a few of those. Will check out Collective intellect #sm111 THX!
@Marc_Meyer I've played with a few of those. Will check out Collective intellect #sm111 THX!
@neicolec I'll see what I can do. Working against some deadlines (so why am I on this chat??? :) #sm111
@techguerilla @Marc_Meyer What tools would you recommend to find Influencers? #sm111
@techguerilla @Marc_Meyer What tools would you recommend to find Influencers? #sm111
@neicolec Connector puts people together. Deal makers make the connections profitable (I hope) #sm111
@neicolec Connector puts people together. Deal makers make the connections profitable (I hope) #sm111
RT @RdLessTkn: Influencers are advocates that can jump at any time ;p Piss them off, and they're your worst enemy #sm111
RT @AppleBoxStudios: so influencers are advocates? #sm111 Interesting concept, but only if they influence you in the desired direction.
RT @RdLessTkn: Influencers are advocates that can jump at any time ;p Piss them off, and they're your worst enemy #sm111
@neicolec Looking forward to your post. Categorizing influencers sounds (on the surface) like Gladwell #sm111
RT @AppleBoxStudios: Klout is a short cut for orgs that... are willing to settle on a broken Algo #sm111 (unfortunately true)
RT @AppleBoxStudios: Klout is a short cut for orgs that... are willing to settle on a broken Algo #sm111 (unfortunately true)
RT @techguerilla: These influence scores should be a *starting* point for questions, never a place to end your research. #sm111 (yep!)
Oops! @GwendaSafron160 is a bot. Block her! #sm111
@techguerilla @GwendaSafron160 It would only be cool (to me) if there were value from the relationship. Like promoting fav charity. #sm111
@djwaldow I agree. I use several "influence services" and mash them together. Still not accurate though. #sm111
RT @EliIngraham: #Klout said I was influenced by #JustinBieber ~ I've never had any interest in JB. #sm111 (my point exactly!)
@djwaldow I agree. I use several "influence services" and mash them together. Still not accurate though. #sm111
@techguerilla I take Klout with grain of salt the size of Mt Everest. Their ratings R highly suspect (they do good marketing though). #sm111
RT @EliIngraham: #Klout said I was influenced by #JustinBieber ~ I've never had any interest in JB. #sm111 (my point exactly!)
@techguerilla I take Klout with grain of salt the size of Mt Everest. Their ratings R highly suspect (they do good marketing though). #sm111
@techguerilla Degrees of influence is directly related to how far down the conversion funnel you can drive people. #sm111
@techguerilla Degrees of influence is directly related to how far down the conversion funnel you can drive people. #sm111
@techguerilla Degrees of influence is directly related to how far down the conversion funnel you can drive people. #sm111
@techguerilla I think what you're getting at is degrees of influence, and there are many. #sm111
@techguerilla Even if you reach the world, if they don't take the desired action, you've failed. #sm111
@techguerilla It depends on the goals of the campaign. #sm111
@techguerilla It depends on the goals of the campaign. #sm111
@techguerilla It depends on the goals of the campaign. #sm111
@techguerilla Having 500k followers doesn't make you influential. Motivating people to take action (of some sort) does. #sm111
Is #sm111 running? I'm barely seeing any tweets?
RT @techguerilla: b) For purposes of this chat I define 'influence' as instigating a desired result. #sm111
@techguerilla Having 500k followers doesn't make you influential. Motivating people to take action (of some sort) does. #sm111
Is #sm111 running? I'm barely seeing any tweets?
RT @techguerilla: b) For purposes of this chat I define 'influence' as instigating a desired result. #sm111
RT @techguerilla: b) For purposes of this chat I define 'influence' as instigating a desired result. #sm111
Is #sm111 running? I'm barely seeing any tweets?
Do Influencers Or Customers Buy Your Products? Find out today at 12 EST as @techguerilla hosts our 111th #socialmedia tweetchat #sm111
@mpace101 I like managing my social media outside of the browser. I always have too many tabs open and usually crash sm apps. #sm109
@mpace101 I like managing my social media outside of the browser. I always have too many tabs open and usually crash sm apps. #sm109
RT @Marc_Meyer: Mad high fives to @megfowler, Our extraordinary host with incredible wisdom and insight as usual #sm109
@megfowler TweetDeck, baby! TweetDeck. #sm109
@megfowler TweetDeck, baby! TweetDeck. #sm109
@jasonbreed Yep, that to. So it's Listen & Engage. :) #custserv #sm109
@jasonbreed Yep, that to. So it's Listen & Engage. :) #custserv #sm109
RT @StacyJJBuchanan: @JohnFrost Biggest lesson? DO NOT let someone who's not passionate bout soc med manage your feeds. :b #sm109
@megfowler My advice is Listen, Listen, Listen. (sorry, that's 3) #custserv #sm109
@megfowler @herskos It's unrealistic to expect all employees to provide same level of custserv. #sm109
@megfowler @herskos It's unrealistic to expect all employees to provide same level of custserv. #sm109
@herskos I do use those and a bunch of others. Then put them in a pot and boil for 15-20 minutes. ;) #sm109
@J_Fuji I mean if there's confusion over customer intent. Very easy to happen, especially when someones goes ALL CAPS on you. #sm109
@herskos I don't put much faith in Klout. They're scores are not reliable. #sm109
@megfowler ALL cust should be treated equally well, but if you KNOW someone's influencer, sometimes some are more equal than others. #sm109
@megfowler ALL cust should be treated equally well, but if you KNOW someone's influencer, sometimes some are more equal than others. #sm109
@megfowler Few people will follow the rules when they're unhappy. They just want satisfaction. #custserv #sm109
@J_Fuji Yeah, I've seen that happen. very unfortunate. #sm109
@megfowler The difference is between being reactionary and responding to an issue. Responses need to be quick, but not immediate. #sm109
@J_Fuji Yeah, I've seen that happen. very unfortunate. #sm109
@herskos And if you can make your position clear, and make them think it was their idea... you're golden. #sm109
@herskos And if you can make your position clear, and make them think it was their idea... you're golden. #sm109
@J_Fuji Yes, but you can NEVER tell then they're wrong. At least not directly. Needs to be addressed very carefully & positively. #sm109
@Marc_Meyer Yeah, Q2 definitely made me say, "hmmm." #sm109
@Marc_Meyer Yeah, Q2 definitely made me say, "hmmm." #sm109
@megfowler The customer isn't always right, but you MUST listen to and respect them. #sm109
@megfowler Ideally you want to satisfy them, especially if they're outshining your message, but many people just want to be heard. #sm109
@megfowler Ideally you want to satisfy them, especially if they're outshining your message, but many people just want to be heard. #sm109
@neicolec We were talking about "Curation" last week. Whatever you call it, there needs to be someone who's managing strategy. #sm109
@mpace101 Maybe not an "owner," but there must be unified guidelines and messaging. #sm109
@Ken_Rosen You can't ignore the other metrics, but have to look at big picture. But at the end, the question still is, Did they buy? #sm109
@herskos Also, The sale doesn't have to take place today if I have a customer for life :) (I know, keep dreaming) #sm109
@Ken_Rosen You can't ignore the other metrics, but have to look at big picture. But at the end, the question still is, Did they buy? #sm109
@herskos Yes, the relationship is important & building the relationship takes time. #sm109
@herskos Also, The sale doesn't have to take place today if I have a customer for life :) (I know, keep dreaming) #sm109
@herskos Yes, the relationship is important & building the relationship takes time. #sm109
@megfowler Because they're still learning about social, it's strengths and weaknesses, and who takes ownership; marketing? PR? #sm109
@megfowler What I've seen is confusion in the C-suite about pushing #custserv to public channels #sm109
@NealWiser It's not that I disagree w/ you in general, but it's the end results that count. Have you achieved your objective/goals? #sm109
@JohnFrost Well, results are absolutist; Either they buy or they get someone else to buy. You can't be sort of pregnant. #sm109
@megfowler Only 2 satisfaction scores count. Did customer buy? Did customer spread word to other likely customers? #sm109
@brightmatrix Yep, great conversation. Tweet you later (that sounds weird, but you know what I mean :) #sm108
@Marc_Meyer Thanks! Great #sm108 today. Really enjoyed it.
@jasonbreed My mother still has her typewriter from 1950s, although she is on a PC now. Still trying to get her to give it to me. #sm108
@HPC_Ink @herskos Yes, it's our experiences that need to be synced across multiple devices. Still not quite there yet. #sm108
@HPC_Ink @herskos Yes, it's our experiences that need to be synced across multiple devices. Still not quite there yet. #sm108
@brightmatrix I don't think we'll ever get to "one device to rule them all." Too many people consume things differently. #sm108
@stadol MyiPad is already my default device. #sm108
@stadol MyiPad is already my default device. #sm108
@Marc_Meyer We're already consuming on a variety of devices. It depends what tools the individual audience members prefer. #sm108
@dariasteigman Correct. Too many confuse "Aggregating" with "Curating." Very different things. #sm108
RT @JohnFrost: The saying "fish where the fish are" is no longer enough, you also have to fish when the fish are biting. #sm108 So true.
@brightmatrix Youbetchya! #sm108
@ambercleveland Yes, but finding info (i.e. Discovery) is what I was referring to. We're just using different labels for same thing. #sm108
@brightmatrix I think that kind of depends on your goals, but I know what you mean. #sm108
@spofcher "Sifting" & "Finding" are acts of discovery. The value isn't in discovering, it's in what was discovered. #sm108
@brightmatrix But "finding" is just a function of how well & what tool are used? It's resource intensive, so where's the value there? #sm108
@ambercleveland @tedcoine But IS the value in "sifting" through content or finding content that is of value? #sm108
@JohnFrost I understand your point, but I try to deal with hard numbers. Soft numbers can get you in trouble. #sm108
@JohnFrost I understand your point, but I try to deal with hard numbers. Soft numbers can get you in trouble. #sm108
@Marc_Meyer Good Curation is definitely a skill. It's something that will be valued once ppl understand the value of the function. #sm108
@JohnFrost Only if what you're measuring has an actionable value attached. The number has to mean something. #sm108
@JohnFrost Only if what you're measuring has an actionable value attached. The number has to mean something. #sm108
@tedcoine I agree. It's kind of weird to get "credit" for something someone else wrote. All you're doing it spreading it around. #sm108
@tedcoine I agree. It's kind of weird to get "credit" for something someone else wrote. All you're doing it spreading it around. #sm108
@JohnFrost But if it's a metric and you get a value of "10" what does that tell you? #sm108
Haha. Nothing wrong with that. RT @Marc_Meyer: @NealWiser a function that has a cute shiny word... #sm108
I think we all have to realize that Curation isn't a number, it's a function. #sm108
I think we all have to realize that Curation isn't a number, it's a function. #sm108
@parissab Yes, the role of the Curator is definitely different from TV's Exec Producer in that there needs to be some transparency. #sm108
@Marc_Meyer You mean like a "Curation Score?" #sm108
@Marc_Meyer You mean like a "Curation Score?" #sm108
@Marc_Meyer I used to work for Paramount. Depending on scope & a few other factors, but the roles are somewhat the same. #sm108
@Marc_Meyer @parissab "Curators" are Social Media's equivalent to television "Show Runners" (the Exec Producers who manage TV shows) #sm108
@Marc_Meyer @parissab "Curators" are Social Media's equivalent to television "Show Runners" (the Exec Producers who manage TV shows) #sm108
@Marc_Meyer "Curation" does get to the heart of online content management. #sm108 It is what it is.
@Marc_Meyer You got to call it something. #sm108
@jasonbreed You're right, sometimes it's just enough to raise awareness about your company and product. #sm108
@jasonbreed You're right, sometimes it's just enough to raise awareness about your company and product. #sm108
@jaybaer Great chat today! Lots of interesting comments and perspectives. Thanks for moderating. #sm107
@lindsaysydenham Yeah, the reg need to be a bit more flexible to accommodate social media. #sm107
@jaybaer You cannot be too fast if responding to a customer's problem. #sm107
@dariasteigman I agree. Don't understand why so many think RSS is dead. It's actually a deadly valuable tool! #sm107
@dariasteigman I agree. Don't understand why so many think RSS is dead. It's actually a deadly valuable tool! #sm107
@gnosisarts Not thrilled with socialmention. Results seem incomplete. #sm107
@gnosisarts What tools would you recommend aside from Goog Alerts? I'm always on the lookout. #sm107
@lindsaysydenham My only problem with Google Alerts is they are often very late. Constantly get alerts from months ago. #sm107
RT @brittanyirvin: RT @megfowler: A3: You ask your customers for email preferences. Why not ask for social preferences. #sm107 Good idea!
Facebook is the Dishwasher, Twitter is a Jacuzzi (sorry, had to add my metaphor) #sm107
Facebook is the Dishwasher, Twitter is a Jacuzzi (sorry, had to add my metaphor) #sm107
@jaybaer Well, you should like to lead them to your products. #sm107
@LindsaySydenham We are of like minds ;) Yes, you have to be present, but also be able to manage your presence. #sm107
@JohnFrost Respectfully disagree. It does matter if people are not listening. Otherwise, you may be wasting your time. #sm107
@Marc_Meyer Yeah, there needs to be more balance in our hype (but then it wouldn't be hype, I guess) #sm107
@lindsaysydenham Some will if you let them know you are there. That give you an opportunity to deepen a relationship. #sm107
@ShanaDouglas Yes, there's that and lack of understanding. #sm107
@lindsaysydenham Some will if you let them know you are there. That give you an opportunity to deepen a relationship. #sm107
@ShanaDouglas Yes, there's that and lack of understanding. #sm107
@jaybaer Actually, Twitter is the "Social Bullhorn" #sm107
@ShanaDouglas Yes, there's that and lack of understanding. #sm107
RT @jaybaer: @ShanaDouglas Not at all. Increasingly, Twitter is the social telephone. Facebook is the social email newsletter. #sm107
@lindsaysydenham If customers aren't there, Twitter shouldn't be their focus, but they should still be there & build a following #sm107
@ShanaDouglas You should definitely want to know when someone is talking/tweeting about your product #sm107
@jaybaer They shouldn't NOT have a Twitter presence, but should focus where their customers are. #sm107
@JohnFrost There were some posts a few weeks back discussing Twitter as a Utility. I agree. #sm107
@andrewmueller Also because their customers may not be on Twitter. I have a few of those. One must target appropriately. #sm107
@andrewmueller Also because their customers may not be on Twitter. I have a few of those. One must target appropriately. #sm107
@megfowler Not only that, but you need to have goals and KPI, otherwise you cant evaluate what you're measuring. #sm107
@LaurenIacono But sometimes, "pure" word of mouth needs some editing. #sm107
@jaybaer I find Klout lacking. They constantly tell me who my influencers are, but they couldn't be more wrong. #sm107
@jaybaer Twitter's numbers are all about an exit strategy. I posted about this recently here > http://bit.ly/fBWuRG #Sm107
RT @Marc_Meyer: Is Twitter overrated? Has it jumped the shark? Lets all weigh in at 12 EST for #sm107 with your host .@jaybaer #socialmedia
@Marc_Meyer Looking forward to #sm107 I missed the past 2 weeks.
@markkrupinski Well, sure its communications, but it depends on how you use it, your goals, etc. #sm103
@AndrewMueller I never really agreed w/ the whole "nesting strategies" thing. #sm103
@markkrupinski How does that differ from a tactic? #sm103
@michelletripp Yes, Twitter's running very slow today (so what else is new?) #sm103
@andrewmueller @markkrupinski @AndrewMueller Have to remember that video is still just a tactic. #sm103
@andrewmueller @markkrupinski @AndrewMueller Have to remember that video is still just a tactic. #sm103
@michelletripp Yes, Twitter's running very slow today (so what else is new?) #sm103
@thegoodgarden I keep experimenting with Ping.fm, but I always have problems with it. Doesn't want to work the way I work. #sm103
@thegoodgarden I keep experimenting with Ping.fm, but I always have problems with it. Doesn't want to work the way I work. #sm103
@thegoodgarden I try to create all my content for multiple platforms, but posting is a pain. Looking for all-around solution. #sm103
@Marc_Meyer Hi, I'm here. Just multitasking. Will jump in when I can. #sm103
RT @michelletripp: Let the discussion begin! #sm103 Today's Topic: "Social Media in a Content Economy"
RT @Narciso17: Thx to @BethHarte for Hosting and Making the #sm102 Possible. (Yep, great job! Had fun today.)
@j_fuji I assume the targeting is there too, but yes, I agree. #sm102
@BethHarte There's a legal phrase I can't remember, but has to do with making reasonable efforts. Have to ask the wife to clarify. #SM102
@Ken_Rosen Haha. I'll try that with my daughter. She's 9. #SM102
@J_Fuji I think people just want brands to deliver what the brand promise/value proposition is. #sm102
@BethHarte Awesome! It's great when you earn people's trust. Makes life better. #SM102
@BethHarte #3 I guess in this case, scaling might be defined as crafting a message with broad appeal. #SM102
RT @thatwoman_is RT @jgombita From @Socialologist The Anatomy of a Social Media Policy http://bit.ly/gfoGFS #SM102 #sm102
RT @thatwoman_is RT @jgombita From @Socialologist The Anatomy of a Social Media Policy http://bit.ly/gfoGFS #SM102 #sm102
@BethHarte Ha! Never heard of Legal allowing wiggle room b/c of a "trusting relationship." My wife's an attorney & I get no wiggle. #SM102
@BethHarte If you're doing "200% what legal, HR & mgmt expects" then the term "wiggle room" won't enter the conversation ;) #SM102
@sethgoldstein #sm102 chat
@BethHarte @C_Pappas Love to hear the legal debate on the definition of "wiggle room." ;) #SM102
Sorry if I'm flooding people's streams. I'm participating in a marketing/pr chat. #sm102
@BethHarte Don't necessarily disagree with you there, but by definition, precise Targeting will hit it's mark. #SM102
Sorry if I'm flooding people's streams. I'm participating in a marketing/pr chat. #sm102
@BethHarte Don't necessarily disagree with you there, but by definition, precise Targeting will hit it's mark. #SM102
@stevemassi Ha! it's like that exercise when you whisper from person to person. 1st person is on message. Last person, not so much. #sm102
@stevemassi Ha! it's like that exercise when you whisper from person to person. 1st person is on message. Last person, not so much. #sm102
@Verilliance Wow, there are so many variables involved. Hard to say on time frames. #sm102
@BethHarte Short campaigns are doable, but (depending on goals) it's more like prospecting which is a somewhat different process. #SM102
@Verilliance Wow, there are so many variables involved. Hard to say on time frames. #sm102
@BethHarte Short campaigns are doable, but (depending on goals) it's more like prospecting which is a somewhat different process. #SM102
@BethHarte If you're message isn't resonating, then either your message is wrong for audience or you didn't target correctly. #SM102
@BethHarte Short campaigns are doable, but (depending on goals) it's more like prospecting which is a somewhat different process. #SM102
@stevemassi I agree, but if you're off message, you're off strategy. #sm102
@BethHarte If you're message isn't resonating, then either your message is wrong for audience or you didn't target correctly. #SM102
@Verilliance True, but it's both a scaling and ROI issue. How many 'ambassadors' can they cultivate in a set period of time. #sm102
@BethHarte Most companies aren't ready for micro-targeting. That will be a very different world. Besides, that's what we're for :) #SM102
@stevemassi I agree, but if you're off message, you're off strategy. #sm102
@BethHarte Most companies aren't ready for micro-targeting. That will be a very different world. Besides, that's what we're for :) #SM102
@BethHarte Most companies aren't ready for micro-targeting. That will be a very different world. Besides, that's what we're for :) #SM102
@Verilliance True, but it's both a scaling and ROI issue. How many 'ambassadors' can they cultivate in a set period of time. #sm102
@Verilliance True, but it's both a scaling and ROI issue. How many 'ambassadors' can they cultivate in a set period of time. #sm102
@BethHarte 1-to-1 specialized conversations at scale requires a team that can stay on message, but with flexibility to personalize. #SM102
@BethHarte Most companies aren't ready for micro-targeting. That will be a very different world. Besides, that's what we're for :) #SM102
@BethHarte A 1a: Again, depends on goals. If goal is traffic, micro and individual prob not way to go. #SM102
@BethHarte 1-to-1 specialized conversations at scale requires a team that can stay on message, but with flexibility to personalize. #SM102
@BethHarte A 1a: Again, depends on goals. If goal is traffic, micro and individual prob not way to go. #SM102
@BethHarte Micro-segmenting can lead to communicating, depends on campaign/message goals and tactics. #SM102
@BethHarte Micro-segmenting can lead to communicating, depends on campaign/message goals and tactics. #SM102
@BethHarte Micro-segmentation is really for targeting purposes and is 1 way. Individual communication ("socially") is two way. #SM102
@elizabethsosnow Is this chat weekly (Tuesdays) at noon? Want to put on my schedule. #sm100
Glad I caught some of the #sm100 chat today (always seem to miss it). Great Q&A. Thanks @elizabethsosnow and everyone else.
@elizabethsosnow I aims to please :) #sm100
@Marc_Meyer Can probably count THAT on 1 hand. Maybe 1 finger :) #sm100
@Marc_Meyer @elizabethsosnow But what if your client's needs aren't your strengths? Guess you're in trouble, then :) #sm100
@elizabethsosnow Baselines are dependent on campaign goals/objectives. Oranges are not Apples. Measure what's relevant. #sm100
@jeremyvictor @elizabethsosnow Don't forget to establish your Baselines too, or else you won't be able to evaluate your progress. #sm100
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
@kcarpentier77 Thanks for the compliment. Remember, a Following Policy is not set in stone. It should grow & evolve as you do #socialmedia
