#creepingsmholiday : When did it become 12 days TO Christmas? #sm139 #brandchat
RT @marketingatom: Ideation is about doing it smarter, faster, or cheaper. These will generally lead to an increase in ROI #sm81
re: listen & engage as diff people/role. Perhaps different skill sets from common source to related goals? @primedayton: #sm77
RT @jasonbreed: #socialmedia chat Tues noon EST w/@servantofchaos on BP & Crisis Mgmt www.hashtagsocialmedia.com/blog Join in, follow #sm63
@klequoc Indeed x2! = LBS could allow micro-marketing - align sweetspots and touchpoints. | #scrm #cmr | #sm62
RT @StephanieSAM: How do we decide WHICH customers should get the special LBS treatment - is it by lifecycle or ROI potential? #sm62
RT @jasonbreed: 10 mins from #socialmedia chat w/@jakrose on Location Based Srvices. http://bit.ly/rExdH for an overview. follow along on #sm62
@lucretiapruitt "legal" isn't charged to be as actuarial risk advisor. #sm61 #legal
#sm61 A1 Work within the rules/regs, then revise and advocate along the way. #social media #legal
RT @jasonbreed: @lucretiapruitt is getting ready to kick off #socialmedia chat on bringing #Legal to SM table. Follow along on #sm61
Agree: 1. Rights 2. Choices 3. Long-term commitment @ privacyforum Better and more rights, not just better choices. #sm60
Sad that privacy & ethics needs a tipping point. Brings us back to push marketing Q2 #sm60 #facebook
Agreed #facebook is a channel, not the ocean. @ryanoburch Q2 Use data while you can, but don't make it only source #sm60
RT @karimacatherine: Even companies promoting on Facebook do not understand the privacy and data ownership issues. #sm60
Ditto. Q1. Customer-friendly privacy management is vital. @CoryOBrien @klequoc #sm60
@karimacatherine Same to you, miss! #sm60
TweetChat #sm60 just started - 12 noon EST. @JDLasica talking about #Facebook, #privacy, #socialmedia | http://bit.ly/2gJ1ms
@stepmorgan You're welcome. Great #sm59 chat. Look forward to engaging next week at #sm60!
@stepmorgan You're welcome and thanks for a great #sm59 chat. See you next week at #sm50!
@ckieff @eamcc @marc_Meyer. Agreed re: chicken-egg metaphor of customer-employees. Each needs to engaged equally and uniquely. #sm59
Customers-measurable lifetime value @Marc_Meyer @ckieff @seoadvice @nigellegg who has more value...contribute more to bottom line? #sm59
@JohnFMoore Agreed. #sm creates customer managed relationships #cmr; more powerful than #scrm #sm59
RT @sanchezjb: Customer retention has always been critical to companies; this is not new. #sm59
@stepmorgan Even more, dedicated customers will engage others through word of mouth and loyalty. #sm59 #scrm
RT@jasonbreed: w/@jaffejuice noon EST 4#socialmedia chat #sm59: Retention as New Acquisition :: http://hashtagsocialmedia.com/blog/
That makes it push. RT @andrewmueller @iMediaMichelle not sure I agree that you get customers to make your story theirs #sm58
RT @briandshelton: Sometimes I think people are trying too hard to try disguise messaging as storytelling. Authenticity is key. #sm58
You can't - customers tell their story and invite a trusted #brand to come along. Marc_Meyer RT @kyleplacy: Q3 #sm58
Q2 messaging has value for loyal customers; storytelling is essential for all. w/ special "chapters" that engage along the way #brand #sm58
Q2 messaging can be shouting (sell) ; narrative engages naturally (tell). #sm58
@ckieff :) That's why I heart #directmarketing and enjoy the chats on #sm58
@ckieff :) That's why I heart #directmarketing and enjoy the chats on #sm58
@ckieff would add "potential" value. It's getting to the lifetime $ value that's tricky! Q1 #sm58
Interesting - nature vs. nurture of lurkers vs. influencers @ckieff Q1 #sm58
A1 Reward followers at each stage, i.e., lurker with content and incentives to interact. Even lurkers have value! #sm58
RT @Marc_Meyer: RT @kyleplacy: Q1: What are ways to move customers up the interactive chain from lurker to influencer? #sm58
RT @Marc_Meyer: Today at 12 EST @kyleplacy will host this weeks #socialmedia tweetchat on connecting w/ consumers through social media #sm58
RT @treypennington: #sm56 Checklist: Open up, put up, shut up, listen up, give out, invite in, forget yourself, embrace others…
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
Thumbs up! RT @nigellegg Tie in a twitter direct response ordering system and you have the full package! #sm53 #directmarketing
A2 Can marketers use customer experience as a macro planning tool to enhance service experience #sm53 #cmr ?
RT @jaybaer: Q2 - What impact would widespread, on the spot reviews & tips have on customer experience? #sm53 (can we review our way to better service?)
RT @jasonbreed: Gearing up for the #socialmedia chat today noon EST w/@jaybaer topic: how location based social can affect businesses follow #SM53
Thanks for a great chat #sm52. Meeting calls!
RT @jasonbreed: Q3: chklist: be helpful-don't sell, care-don't position, have character-humanize, be channel appropriate-not 1 mssge fits all #sm52
Same here! RT @PresentAdvisors A2: I follow brands that I use, offer me value, or I simply find interesting #sm52
Q2 Follow brands on Twitter as customer, potential buyer, or marketing colleague #sm52 #brand
Q2 Follow brands on Twitter as customer, potential buyer, or marketing colleague #sm52 #brand
RT @marketwire: Bingo RT @CoryOBrien: Use logo to build brand, but make it clear who the people are behind that logo. Transparency, not face, is key #sm52
@marketwire Great article in DM News about new campaign. | http://tinyurl.com/yjd2q3r | #Q1 #sm52
RT @tamar: here's something of note: comcast doesn't service my area, but i follow @comcastcares because frank is a great company persona #sm52
@TomMartin Yes. Seeing a logo shows quick response to #customer care issues. #sm52
Q 1 #sm52. See value to a logo/avatar with an @janebrand twitter name. Then content shines one-to-one. #personalization
@TomMartin Both avatar serves as mini-brand ad. Content is voice of brand. #sm52 #crm
Q1 Zappos.com new ad campaign features puppets to promote its customer service. #sm52, #brand
RT @jasonbreed: RT @tamar: about to start #sm52 - here's the first question :) is there advantage to having brand or a person be your social media "face"?
RT @DonPeppers: Learn from Nestle's mistakes. Everyone serves a purpose, even as example to others http://bit.ly/94d79x #socialmedia
RT@ jasonbreed #socialmedia chat Tues noon EST w/@Tamar on What makes a highly regarded brand in social follow #sm52 http://bit.ly/aUZcRc
RT@ jasonbreed #socialmedia chat Tues noon EST w/@Tamar on What makes a highly regarded brand in social follow #sm52 http://bit.ly/aUZcRc
Have to chat out #sm51. Thanks @johncass @Marc_Meyer and all for great dialogue on content and engagement.
Paid comments on behalf of "author" equals a "testimonial." A GW comment attribution is vital (i.e., legal?) @johncass #sm51 (Great Q!)
Attribute directly! RT @jasonbreed RT @johncass: Q2) How should you handle disclosure of #content origination (employees or agency)? #sm51
RT @johncass: here's my definition of engagement marketing http://bit.ly/p7XMq #sm51 you engage the audience, not just their engagement with your content
Many Inbound CSRs get bonus pay to serve NY area. Wonder why? ;-) #sm50 #crm
RT @CraigElimeliah: CS is directly tied in2 how the brand chooses 2 communicate w/ its customers, CS needs to translate into sales the way bestbuy does it #sm50
Q3 #sm49. Can certainly "master" a channel; leaves you open to explore new possibilities - bringing us back to Q1! #marketing #innovation
;) @bdresher one would also benefit from knowing how to fish. RT @jimstorer: @themaria Fish where the fish are... w/ a biz objective. #sm49
Agree totally! RT @CraigElimeliah Brands now have to compete for loyalty like never before @eamcc Q2 #sm49
Short-term click and long-term engagement both offer value, no? Definitely map out and test. Thanks @bdresher #sm49 Q2
Suggest future is today. Customers drive the new brand message - content, context. @CraigElimeliah. #sm49 #DMIX #marketing
Suggest future is today. Customers drive the new brand message - content, context. @CraigElimeliah. #sm49 #DMIX #marketing
RT @gregverdino: #sm49 q2) so HOW do we maintain the right balance between strategic innovation and shiny object chasing?
Q1 Marketers look for next big thing to be there & not be square in eyes of customers who show up first. Metrics will catch up #sm49 #smm
RT @kenburbary: @gregverdino Define business metrics that matter first. Otherwise u go looking 4 media metrics to prove success. Apples/Oranges #sm49 #sm49
See John Wanamaker re quantify success/failure and testing! Good point @socialtality #sm49
RT @abarcelos: Q1. I think it's a marketer's responsibility to know about emerging trends and technologies. #sm49
Q1 #sm49 - Marketers always seek next blue ocean for themselves and/or clients #social media #marketing
Tweeting in to #sm49 chat. Please pardon the hashtags -- or join if you're #socialmedia.
Tweeting in to #sm49 chat. Please pardon the hashtags -- or join if you're #socialmedia.
Thanks all for outstanding #SM48 on social segmentation.
Q3 #SM48 Invite opt-in to social networks on all customer communications.
RT @kenburbary: Question 3 was : How are you segmenting your customers with Social Media? #sm48
@bpluskowski Conversation to conversion equation. Old methods (direct marketing testing) layered with new methods. #sm48
Then evaluate and repeat! @engine140 @kenburbary If you don't Segment then engage, you won't know where to focus engagement #sm48
Yes. @socialtality @jsandford The real question is "does conversation = conversion?" #sm48
Conversation - that's the ticket! @jsandford @kenburbary How much conversation can you really get out of "mass engagement"? #sm48
RT @jimstorer: @adamcohen bingo... the old nomenclature carries too much baggage. if we define Twitter as a marketing channel, what will it become? #sm48
RT @jimstorer: @adamcohen bingo... the old nomenclature carries too much baggage. if we define Twitter as a marketing channel, what will it become? #sm48
@socialtality Wouldn't think so re a single set of behavior categories to span all interaction platforms. Term is very interesting. Q1 #sm48
@nigellegg Defintely! Have channels & media become one? Have they converged to create new opp? Each calls for a diff approach. Q1 #sm48
RT @kenburbary: Social segmentation needs to address areas that demographics, psychographics, geography cannot. Social behavior and influencers #sm48
Q1 #sm48 - would "upgrade" traditional segmentation to robust segmentation combining audience, sentiment, and intent
Thanks @kdpaine and everyone for a great #sm47. Look forward to reviewing the chat | #socialmedia #metrics #sentiment
@mpace101 #SM47 Q2. Precisely - and well said!
Excellent point re: leveraging internal expertise! @themaria @eamcc Q2 #sm47
Excellent point re: leveraging internal expertise! @themaria @eamcc Q2 #sm47
RT @themaria: @RepuTrack agree. that's a great way to look at it. Use sentiment to define area of focus: is it cust svc, innovation, etc #sm47
Thanks for confirming assigning individual articles by dept! @themaria @eamcc Q2 #sm47
Thanks for confirming assigning individual articles by dept! @themaria @eamcc Q2 #sm47
RT @socialtality: RT @karimacatherine Sentiments should be analyzed in the context of specific objectives, thi will help fine tune strategy and tactics #sm47
@sharonmostyn @kdpaine Q2 #sm47 Have you ever seen sentiments "assigned" to different departments w/in an org? (Just brainstorming!)
Yes! Goal links to org. @kdpaine @tomob Q2 #sm47 is advocacy the goal, or revenue? or membership?
RT @MaryAnnHalford: @Marc_Meyer semantics are a critical tool in influencing sentiment! #sm47
All 3; measure each. @kdpaine @tomob Q1 #sm47 then sentiment should be based on your customers sentiments? or stakeholders? or investors?
@kdpaine Q1 #SM47 "positive" in a crisis could be measured as short-lived or contained to small groups.
RT @jasonbreed: Sentiment Analysis chat today w/@kdpaine at noon EST follow #sm47 for discussion. www.hashtagsocialmedia.com/blog
Deadline calling! Thanks everyone for a great #sm45
@whatsnext Absolutely, education and orientation is critical for #sm corporate bear hugs. #sm45
@whatsnext Absolutely, education and orientation is critical for #sm corporate bear hugs. #sm45
RT @jasonbreed: To prove to execs, I like taking 12-18 month stock chart of competitors using SM then showing them theirs. great illustration! #sm45
RT @jasonbreed: To prove to execs, I like taking 12-18 month stock chart of competitors using SM then showing them theirs. great illustration! #sm45
@CoryOBrien Well said re: setting priorities for what's important #sm45
RT @blogbrevity: @whatsnext Much more effective to show clients google rank after an effective "social media" PR release! #sm45
RT @blogbrevity: @whatsnext Much more effective to show clients google rank after an effective "social media" PR release! #sm45
Good Q! Companies need to be engaged in consumer-gen conversation. @whatsnext Link media, measure the buzz and relative impact #sm45
Good Q! Companies need to be engaged in consumer-gen conversation. @whatsnext Link media, measure the buzz and relative impact #sm45
Yes&Yes Q2a) Do companies have time to grow? @whatsnext Q2) Do companies have time for social media? #sm45
@socialtality Thanks for the link! Will read after #sm45!
RT @whatsnext: @socialtality investment/return can be tracked with social media, but metrics are not the same as for direct response, for example #sm45
Excellent observation @KathyHerrmann! Understanding sm big picture will yield holistic approach with holistic impact Q1 #sm45
RT @Marc_Meyer: We're underway with todays #socialmedia tweetchat with @whatsnext. topic: Understanding value of SMM Use #sm45 to follow.
RT @Marc_Meyer: We're underway with todays #socialmedia tweetchat with @whatsnext. topic: Understanding value of SMM Use #sm45 to follow.
Thanks for a great #sm44. 2010: my followers and following matter equally; each with unique value. Take Care!
Q2 #sm44 Twitter 2010: Move to improve quality dialogue vs. drive to build a following? #socialmedia
Q2 #sm44 Twitter 2010: Move to improve quality dialogue vs. drive to build a following? #socialmedia
Quality! RT@KellyeCrane Q2: People paying less attention to follower numbers and instead looking for recs from people they trust. #SM44
Q2 #sm44. Twitter changes 2010 Clearly defined channels: one-to-many, one-to-one, service-vs.-brand, etc.
#socialmedia @nigellegg Thanks! I was just making that correction. #sm44
Absolutely! Not enough to be on twitter - should work on your following - as targeted as possible, increases value. #sm44
#socialmedia @chrissfife Absolutely. Recently moved from Tweetdeck to Hootsuite. Et vous? #sm44
#socialmedia @chrissfife Absolutely. Recently moved from Tweetdeck to Hootsuite. Et vous? #sm44
#socialmedia @shelisrael Twitter's downside is defintely time. Need to integrate w/ all biz goals and plans. #sm44
Yes! Biz research on Twitter is open.@shelisrael @Tbeffs How so? #sm44 #socialmedia
Yes! Biz research on Twitter is open.@shelisrael @Tbeffs How so? #sm44 #socialmedia
Q1 Twitter helps expand your network of complementary "experts" e.g., branding, tech, usability | #sm44 #socialmedia
@maggiefox @Marc_Meyer - Thanks for great chat on social media rfp process #sm43. Great tweet discussion!
Which vendor(s)? RT @wvpmc @maggiefox one way is a Kepner Tregoe decision model that weights musts, nice-tos Q3 #sm43
Initial response tending towards cultural fit. Would also suggest a size fit - advertiser-agency-project scoope Q3 #sm43.
RT @maggiefox: Ok - time for our final question: Q3: How do you evaluate your responses to pick the best solution? #sm43
Always! @EdHartigan Blogs and social media for the "small" agencies. #socialmedia #sm43
Q2: Search grassroots for a campaign w/ traction, or ask a Millenial you know. then find the vendor(s) behind it. #sm43
Q2: Search grassroots for a campaign w/ traction, or ask a Millenial you know. then find the vendor(s) behind it. #sm43
Q2 Agencies: follow and attend advertising awards to see who's entering, winning. Then read the case studies. #sm43
Q2 Agencies: follow and attend advertising awards to see who's entering, winning. Then read the case studies. #sm43
RT @maggiefox: Ok - Q2: How do you identify the vendors, consultants or agencies to send your RFP to? #sm43
Agree totally! @EdHartigan A "listening" strategy distinguishes the proposal as #socialmedia | Q1 #sm43
Happy to join in #sm43
RT @maggiefox: Join me at 12 noon EDT today for #sm43 tweetchat about the Social Media RFP: http://bit.ly/6kyJN8
Great point! @tomob @eamcc data & insights from SM can/does change corp goals/strategy - it's research used for planning & innovation. #sm42
Great point! @tomob @eamcc data & insights from SM can/does change corp goals/strategy - it's research used for planning & innovation. #sm42
RT@CoryOBrien @wileyccoyote Good point. To be effective, listening needs to be focused. (Or start wide, find your target, then focus.) #SM42
They should - it takes process! @EdHartigan @comcastcares can data & insights from social media change the long term goals of a biz? #sm42
Thanks @shashib, moderator of #SM41. Best to all for great dialogue on Social Media and Customer Service! #in
And listening! @nigellegg ...learn to use a communication channel-phone, twitter, forum;you can then do anything...it's all talking. #sm41
And listening! @nigellegg ...learn to use a communication channel-phone, twitter, forum;you can then do anything...it's all talking. #sm41
Yes, when customer care is a cost vs. investment. @nigellegg et.al: valuing customers is so fundamental do we need to talk about it? #sm41
Yes, when customer care is a cost vs. investment. @nigellegg et.al: valuing customers is so fundamental do we need to talk about it? #sm41
Seriously neat! RT@jsandford @wileyccoyote ...positive behavior is any response, to me. Reward customers for finding your weak points. #sm41
Seriously neat! RT@jsandford @wileyccoyote ...positive behavior is any response, to me. Reward customers for finding your weak points. #sm41
Ditto! RTs @ sharonmostyn @EdHartigan: Q3 measure: #problems solved, #calls over time period, change in sentiment, #reviews or posts #sm41
Seriously neat! RT@jsandford @wileyccoyote ...positive behavior is any response, to me. Reward customers for finding your weak points. #sm41
Ditto! RTs @ sharonmostyn @EdHartigan: Q3 measure: #problems solved, #calls over time period, change in sentiment, #reviews or posts #sm41
A3 #sm41: reduction of call backs, repeat purchases, social media, growth of evangelists.
RT @shashib Exciting great points here- now on to Q3) How can you determine if Customer Service is being effective with social media? #sm41
CRM pitfall: RT @andrewmueller @shashib Any chance to talk with real customer is an opportunity,many companies and employees dread it! #sm41
CRM pitfall: RT @andrewmueller @shashib Any chance to talk with real customer is an opportunity,many companies and employees dread it! #sm41
Very interesting but high risk? RT @jasonbreed Good way to scale...have customers helping each other #sm41 Q2 (distributed cust service)
Agreed RT @kikilitalien (Q2) Special training for call center staff -- from101 level to how to best engage customers. #sm41
Agreed RT @kikilitalien (Q2) Special training for call center staff -- from101 level to how to best engage customers. #sm41
Customers as capital assets? @Marc_Meyer @comcastcares we're looking at a change in culture..."how" businesses...do business #sm41
Customers as capital assets? @Marc_Meyer @comcastcares we're looking at a change in culture..."how" businesses...do business #sm41
@techguerilla Great observations! Customer care and brand support via Twitter #sm41
@techguerilla Great observations! Customer care and brand support via Twitter #sm41
Agree and RT @ CoryOBrien #SM41: Cust service should actively monitor popular channels for issues & establish a listening post.
Agree and RT @ CoryOBrien #SM41: Cust service should actively monitor popular channels for issues & establish a listening post.
@techguerilla Q1: response, When repurposed as customer care vs. service, emphasis shifts to response/relationship vs. reactive? #sm41
@techguerilla Q1: response, When repurposed as customer care vs. service, emphasis shifts to response/relationship vs. reactive? #sm41
@Marc_Meyer Thanks for hosting a great #sm40 chat
@embeworks Thanks for the RT. Great to join you all at #sm40
Thx for the RT @sharonmostyn : Kinder, gentler biz people? Not sure. Robust and respectful, certainly, based on #socialmedia model. #sm40
Thx for the RT @sharonmostyn : Kinder, gentler biz people? Not sure. Robust and respectful, certainly, based on #socialmedia model. #sm40
#socialmedia @rileyweiss Q.3 Definitely a new feedback loop will yield a new balance of power vs. hierarchy. #sm40
#socialmedia @TheBlackFin Customer can be new messenger if social media can measure activity vs. intent and marketing can keep up. #sm40
Kinder, gentler biz people? Not sure. Robust and respectful, certainly, based on the #socialmedia model. #sm40
Kinder, gentler biz people? Not sure. Robust and respectful, certainly, based on the #socialmedia model. #sm40
@CoryOBrien Agree w/ sharing on here. Quality of sharing needs to improve as well. We all have small case studies #sm40
@CoryOBrien Agree w/ sharing on here. Quality of sharing needs to improve as well. We all have small case studies #sm40
Q2 Brand enterprises will give up control. Marketing will become an attitude not a department |#socialmedia #sm
#socialmedia @Marc_Meyer. Yes to ingrained listening. Must also be open-ended and responsive vs. directed. #sm40
Most fascinated by use of socialmedia as a customer care channel and brand monitor #sm40
#socialmedia
Blogging comments to Keynote Video: Email Insider Summit 2009 | #socialmedia #email #creativity #wordpress | http://bit.ly/68OWbB
