RT @KaryD: If biz steps up all of this engagement during December, are they setting an expectation for the other 11 months of the year? #sm139
Tune in at 11a CST for what should be an interesting "holiday-edition" of #socialmedia chat with @KaryD. #sm139
I have, unfortunately, missed most of #sm115. Looks like it would have been a doozie.
This --> RT @Marc_Meyer: FYI in less than an hour @techguerilla takes the stage to host out 111th #socialmedia tweetchat. #sm111
This --> RT @Marc_Meyer: FYI in less than an hour @techguerilla takes the stage to host out 111th #socialmedia tweetchat. #sm111
@C_Pappas PR firms (and internal PR) do media training for companies all of the time, though. They can offer the best guidance. #sm98
@CarriBugbee PR should be formulating the "do's" and "don't". The flak always comes back to them when the media calls. #sm98
@C_Pappas PR firms (and internal PR) do media training for companies all of the time, though. They can offer the best guidance. #sm98
@CarriBugbee PR should be formulating the "do's" and "don't". The flak always comes back to them when the media calls. #sm98
@C_Pappas PR firms (and internal PR) do media training for companies all of the time, though. They can offer the best guidance. #sm98
@CarriBugbee PR should be formulating the "do's" and "don't". The flak always comes back to them when the media calls. #sm98
@C_Pappas PR firms (and internal PR) do media training for companies all of the time, though. They can offer the best guidance. #sm98
@CarriBugbee PR should be formulating the "do's" and "don't". The flak always comes back to them when the media calls. #sm98
@C_Pappas PR firms (and internal PR) do media training for companies all of the time, though. They can offer the best guidance. #sm98
@CarriBugbee PR should be formulating the "do's" and "don't". The flak always comes back to them when the media calls. #sm98
@CarriBugbee PR should be formulating the "do's" and "don't". The flak always comes back to them when the media calls. #sm98
@CarriBugbee I love peer teaching groups too. It's amazing how many best practices can come out. #sm98
@Marc_Meyer No, but they have a right to handle the consequences of their employees *being* social. #sm98
If you were doing "social media training" and made a list of 5 bullets to teach employees, what would they be? #sm98
If you were doing "social media training" and made a list of 5 bullets to teach employees, what would they be? #sm98
@CarriBugbee Lunch-n-learn: Show employees what the privacy settings of FB expose on a new account. Start with what's in it for them. #sm98
@CarriBugbee Lunch-n-learn: Show employees what the privacy settings of FB expose on a new account. Start with what's in it for them. #sm98
@CarriBugbee Employees have always had to deal with discernment when dealing with customers. SM just amplifies any interactions. #sm98
@Marc_Meyer There's also a misconception that because we *can* enable everyone in an org 2 B conversational that we *should*. #sm98
@Marc_Meyer There's also a misconception that because we *can* enable everyone in an org 2 B conversational that we *should*. #sm98
@Marc_Meyer Even years later, we still struggle with people who don't come across well in e-mail. #sm98
@Marc_Meyer Even years later, we still struggle with people who don't come across well in e-mail. #sm98
@CarriBugbee People can "get" tools. They don't quickly "get" how to communicate. #sm98.
@CarriBugbee People can "get" tools. They don't quickly "get" how to communicate. #sm98.
@CarriBugbee I think "training" is pretty broad as a term. What are we training them on? #sm98
Annnnnd somehow a meeting has taken me away from #sm97.
Annnnnd somehow a meeting has taken me away from #sm97.
Annnnnd somehow a meeting has taken me away from #sm97.
Annnnnd somehow a meeting has taken me away from #sm97.
Annnnnd somehow a meeting has taken me away from #sm97.
Annnnnd somehow a meeting has taken me away from #sm97.
@JasonFalls Companies would do well to have "lunch and learn's" to their employees about online privacy and how to change settings. #sm91
@JasonFalls I saw a YouTube video that is a song about internet safety/privacy that children in China/Japan learn. Start young. #sm91
As long as you're using someone else's something, assume you have no privacy. #sm91
@TomMartin @JasonFalls Not being obstinate, just trying to get us to think about a model of trust that we're used to already. #sm91
@JasonFalls @TomMartin But why is the model diff online? This proactive training is akin to handing out security flyers at the mall. #sm91
@JasonFalls Should malls show a diagram at its entrance of where all off the security cameras are? #sm91
@JasonFalls @TomMartin But what would you teach them? Online privacy in general? #sm91
@JasonFalls So can copyright/trademark law be used as a model? At the core, it's use of information and the rules surrounding. #sm91
@JasonFalls So can copyright/trademark law be used as a model? At the core, it's use of information and the rules surrounding. #sm91
@JasonFalls Who enforces Creative Commons? #sm91
@JasonFalls I think maybe the "free" aspect of FB, for instance, is what causes people grief for some paradoxical reason. Free=benign? #sm91
@JasonFalls I think maybe the "free" aspect of FB, for instance, is what causes people grief for some paradoxical reason. Free=benign? #sm91
@JasonFalls So why is that different than any other online retailer? #sm91
@JasonFalls So why is that different than any other online retailer? #sm91
If Facebook shares their privacy information policy on a static page and abides by it, is that enough disclosure? #sm91
If Facebook shares their privacy information policy on a static page and abides by it, is that enough disclosure? #sm91
@JasonFalls Is there an expectation that is different because it is online information provided vs. in person? #sm91
@JasonFalls We shop at stores all of the time that use our transactions to market to us. Shld we expect the same proactive disclosure? #sm91
@JasonFalls We shop at stores all of the time that use our transactions to market to us. Shld we expect the same proactive disclosure? #sm91
@SecondFront You might be interested in #sm88 going on right now about #opengov and #gov20.
@acnatta @karakennedy You two might like the #sm88 going on now with a #gov20 focus.
@ekolsky I am interested too to see how we use it. :-) #sm76
@ekolsky We've used eGain for years for routing web inquiries, etc. The new version looks to have interesting social features. #sm76
@ekolsky We purchased the eGain product. I'm not marketing anything. #sm76
@KnowledgeBishop Check out eGain for a tool that will start a workflow from social mentions: http://bit.ly/9XZ6dM #sm76
Curious about whether there is good info on b2b #scrm... #sm76
10 minutes until #sm76 with @rwang0 on social CRM. Should be intriguing. Join me?
Lordy, this should be good... RT @Marc_Meyer: Noon EST #socialmedia tweetchat topic today: Social & CRM w/ Altimeter's @rwang0 #sm76
Lordy, this should be good... RT @Marc_Meyer: Noon EST #socialmedia tweetchat topic today: Social & CRM w/ Altimeter's @rwang0 #sm76
Thanks to @FrankEliason, @comcastcares and @RichardAtDell for popping in for perspective too. #sm74
@frankeliason Sorry, Frank -- didn't mean to suck you in. :-) #sm74
@kamichat I think @comcastcares will be an excellent case study in the future to see how/if rep. changed. #sm74
@danperezfilms I don't think you propagate reputation. You propagate actions/behaviors that create a reputation. #sm74
@danperezfilms I don't think you propagate reputation. You propagate actions/behaviors that create a reputation. #sm74
There ya go...RT @jescarter: Q1: I think that personal branding is an attempt to create/codify a reputation. Not identical, but close. #sm74
@swonderlin Your reputation is crowdsourced based on your actions. #sm74
@swonderlin Your reputation is crowdsourced based on your actions. #sm74
@kamichat I think reputation is created collectively by others. Personal branding is something you propagate. #sm74
Summary - don't lose sight of the story, who you are helping, and don't try to make SM be the solution to everything . #sm73
@TomMartin In turn, that connected other employees to the cause by proxy. Powerful and effective. #sm73
@TomMartin One of the most powerful UW campaigns we did here at work was to show how employees were directly served by the org. #sm73
@TomMartin One of the most powerful UW campaigns we did here at work was to show how employees were directly served by the org. #sm73
Don't lose sight that with NPO's, the story is at the core. Use the tools that tell that story most effectively. #sm73
@kanter Exactly. Use SM to help NPO serv. recipients understand that their problems are not unique. Let the SM world hlp support. #sm73
@kanter We have considered using blogging as pt. of therapy for homeless women building their lives back. #sm73
@kanter Getting NPO recipients involved in cultivating SM relationships can be a powerful use of time. #sm73
@kanter SM is great for immediate needs for NPOs. A women's shelter I'm on the board for uses it 4 urgent requests (medicine, etc.). #sm73
Thanks to @DavidSpinks and @TeresaBasich for continuing #sm72 community discussion well into the afternoon today. Great thoughts.
@DavidSpinks So something was there that caused ppl 2 come together in a given area. The question is 'can we predict that something'. #sm72
@DavidSpinks In the old west, people would've amassed in a community because of a resource -- water, family nearby, access to a road. #sm72
@DavidSpinks Agreed, but don't *they* collectively define that 'something' that has brought them together? #sm72
@DavidSpinks I think 4 (b) the resources will happen b/c of necessity (i.e. fire station in next town 2 far away 2 support growing pop)#sm72
@DavidSpinks ...or b) communities evolved because groups of people happened to be near one another and resources were needed #sm72
@DavidSpinks a) developers can create communities with post offices/fire stations/homes and ppl want 2 come b/c of resources... (cont) #sm72
@DavidSpinks You could real-world model it two ways: a) the "planned community" model or b) the "old west" model (cont.) #sm72
@Caley @Maggie_F I'm still torn on whether community creation is a chicken/egg issue. #sm72
@cbensen You have to observe and watch for community needs. Don't force tools/concepts on it. Let it evolve and then help it. #sm72
@AmberCadabra I'd like to get past this notion that we can create city and people will just show up because we build it. #sm72
@AmberCadabra I'd like to get past this notion that we can create city and people will just show up because we build it. #sm72
@cbensen Again, I wonder if we can learn from real-life communities and how they are managed/nurtured. Anything that wouldn't apply? #sm72
@cbensen Bingo. We can learn a lot from real-world community creation. #sm72
@AppleBoxStudios Then find where your influencers currently exist and go there. #sm72
@cbensen Real communities don't build a post office and hope someone moves near it. The community needs to be there first, IMHO. #sm72
@KaryD I don't think IMC is a fantasy at all. I just don't know that it can be done quickly in large corps. #sm71
@whatsnext Agreed. That's what IMC is all about. Then there's always that issues of scalability in an org. (@BethHarte where are u?) #sm71
@KaryD Putting the resp. of SM in the IT dept is like putting the Dept. of Trans. in charge of travel packages. #sm71
@jaybaer @southwestair does a great job of promoting their brand fans. #sm70
Exactly. RT @TomMartin: @jaybaer ... My klout may b low but I may write for wsj #sm70
@jaybaer Again, if Horizon Realty had looked at Amanda Bonnen's influence, they might not have sued her. #sm70.
@jaybaer Again, if Horizon Realty had looked at Amanda Bonnen's influence, they might not have sued her. #sm70.
@jaybaer Deny it if you want, but understanding the tone of SM conversation takes some time to grasp by employees en masse. #sm70.
@jaybaer I think something like an engagement matrix is helpful in determining when to engage. #sm70
@jaybaer I also thing that risk vs. reward comes into play in determining when to engage. #sm70
@jaybaer I also thing that risk vs. reward comes into play in determining when to engage. #sm70
@jaybaer I also thing that risk vs. reward comes into play in determining when to engage. #sm70
@jaybaer Ask Horizon Realty Group if they should've engaged with Amanda Bonnen. It wasn't worth it in that scenario. #sm70
Looking forward to it. RT @jaybaer: 1 hour until I host #sm70. Topic = Is engaging with customers via social media required, or optional?
Yup. Re-teaching companies how to react/adapt. RT @iMediaMichelle Scaling SM feedback integration is nxt frontier #sm69
@adamcohen As employees, we always need to remember what a customer looks like. Don't lose touch. #sm69
Yep, we all shld B talking 2 cust. RT @BethHarte: If sum1 has 2 "own" social media we're off 2 the wrong srt. It shld B corp. culture. #SM69
Yep, we all shld B talking 2 cust. RT @BethHarte: If sum1 has 2 "own" social media we're off 2 the wrong srt. It shld B corp. culture. #SM69
@AppleBoxStudios An oxymoron? How so? #sm69
@iMediaMichelle The "need for speed" almost has to be pervasive across an organization for success. #sm69
@adamcohen More companies need to start learning how to react/change/adapt strategy based on SM feedback. #sm69
@adamcohen SM can shorten the feedback cycle. If a co. is deft, it has a chance to adapt its strategy based on feedback. #sm69
@adamcohen SM can shorten the feedback cycle. If a co. is deft, it has a chance to adapt its strategy based on feedback. #sm69
@adamcohen SM can shorten the feedback cycle. If a co. is deft, it has a chance to adapt its strategy based on feedback. #sm69
@AppleBoxStudios Figure out if they even wanted water to begin with. #sm69
@AppleBoxStudios Figure out if they even wanted water to begin with. #sm69
#sm67 If you're focused on simply getting more fans, you're missing the point. Have more relationships. Any1 can buy a phone book.
#sm67 If you sell dog food, don't converse about dog food on Facebook -- talk about dogs, owners' love for them, memories.
#sm67 Don't get on Facebook & try to sell stuff. Get on to create relationships. Sales will come w/good relationships. Invest.
#sm67 Don't get on Facebook & try to sell stuff. Get on to create relationships. Sales will come w/good relationships. Invest.
#sm67 Provide value to your customers as people first. What can you help them with? What needs do they have? Establish trust.
#sm67 Provide value to your customers as people first. What can you help them with? What needs do they have? Establish trust.
#sm67 I wish more people with their own web servers would realize how easy FB app creation is. No need for Static FBML.
@JohnJohansen Hey thanks. I really think apps like Locale are the way it could go; let u dictate where u don't want it to follow u. #sm62
@TomMartin Facebook needs to gobble up Foursquare and Yelp & then I want to crawl under the table to avoid logarithmic explosion. #sm62
@iMediaMichelle Look at products like Locale as an ex.: http://bit.ly/12GVZH Add conditions/filters etc to your desire to be "found" #sm62
@jakrose The people. :-) The avg FB user doesn't want another step to check in. Sense where I am and help me affine to your business. #sm62
@jakrose Biggest challenge is getting people to use it and showing benefit. Give them the option to check-in transparently. #sm62
@iMediaMichelle Oh I agree and I still think you could turn it off. Just saying that this is how it goes widespread/mainstream. #sm62
@iMediaMichelle Oh I agree and I still think you could turn it off. Just saying that this is how it goes widespread/mainstream. #sm62
@j_fuji Bingo. And this is where Facebook will be able to pounce. Turn on LBS, expose it to adv/marketers and watch is blossom. #sm62
@laurenkgray LBS has to get to a point where it doesn't necessitate proactive check-in for it to explode. #sm62
@jakrose Like privacy, the benefit will be dangled to outweigh the Big Brother-ness of it. FB app. developers would be salivating. #sm62
@jakrose I don't think 4sq is going to grow to FB's size with this "add'l step" of check-in. Integr. it into current user workflow. #sm62.
@jakrose Imagine the adv. carrot that FB would have to dangle if they told adv. they could target the FB user base anywhere. #sm62
@jakrose I think sites like FB will get to the point where they 'check-in' users by default when posting via mobile. #sm62
@jakrose If the user base of LBS isn't req. to proactively do much to "check in", then FB. I think transparent LBS is next big step. #sm62
@jakrose Too many companies are trying to drink from an LBS firehose. Treat it more like a steady stream; invest in the long haul. #sm62
@jakrose Exactly - a constant relationship. Keep the customer close and *maintain* revenue, which is valuable in competitive arenas. #sm62
@jakrose I see it being valuable as a technique to increase brand affinity, which may allow weathering of industry competition storms. #sm62
@KaryD But if Wal-Mart decides to now start selling your data about prev. purchases, do you go complain? #sm60
@swhitley I guess the question we have to ask is "is the platform more important than the relationships within?" #sm60
@swhitley I guess the question we have to ask is "is the platform more important than the relationships within?" #sm60
@techguerilla So why is this online model of customer/business interaction different? #sm60
@ikepigott And if that's problematic enough, stop giving them data. :-) #sm60
@techguerilla And so what would you do if a company did that IRL? Wal-Mart, say. Would you continue to shop there? #sm60
@techguerilla My point being that there is much more information available about people that they aren't screaming about. #sm60.
@ikepigott The data is available whether it's subject to your friends or not, which SHOULD be even more worrisome. #sm60
@jdlasica People are naive to think that there isn't a trove of demographic data available about them already. #sm60
@jdlasica Why do we have such high expectation from a business we can willingly walk away from? #sm60
@jdlasica Facebook is slowly becoming two words to me: New Coke #sm60
3-minute warning for #socialmedia tweetchat on the issues of Facebook & privacy #sm60
3-minute warning for #socialmedia tweetchat on the issues of Facebook & privacy #sm60
@AmberCadabra Customer tapestry, surveys, research, etc. Ask, ask and more ask. That's how you figure out where your customers live. #sm57
@AmberCadabra Customer tapestry, surveys, research, etc. Ask, ask and more ask. That's how you figure out where your customers live. #sm57
@AmberCadabra Figure out where your customers are first and let that help drive the mix. #sm57
@AmberCadabra Figure out where your customers are first and let that help drive the mix. #sm57
@AmberCadabra TV, radio, print are all very measurable if you have an action in them that routes a customer thru a response channel #sm57
@AmberCadabra Trad. channels should have some call to action that causes the customer to respond in a way that's measurable. #sm57.
@AmberCadabra Trad. channels should have some call to action that causes the customer to respond in a way that's measurable. #sm57.
@AmberCadabra Measuring is easy if you have a defined response process to the marketing channel. #sm57
@AmberCadabra @andrewmueller I would say brand lift could be designed to *keep* current sales. Depends on industry. #sm57
@AmberCadabra You can follow the sales results from trad. media if you're tracking the cust. impression channels they respond to. #sm57
As always, this is your bathroom break 15-minute warning for #sm57 with @AmberCadabra. #socialmedia
As always, this is your bathroom break 15-minute warning for #sm57 with @AmberCadabra. #socialmedia
@treypennington Monitor with your ears sometime. Physically talk to your customers. Human expression can speak >140 characters #sm56
@treypennington I challenge you as employees of any company to verbally talk and listen to a customer in person sometime. #sm56
@treypennington How to become social? Talk 'with', not 'at' your customer. #sm56
@nigellegg Too many times, C-Suites forget what a 'customer' looks like. #sm56
@treypennington I would say that the people directly interacting with the customers. If not careful, C-suites can become disconnected #sm56
@treypennington I would say that the people directly interacting with the customers. If not careful, C-suites can become disconnected #sm56
@treypennington The employees usually have a better idea of the customer pulse. They tend to investigate based on a need. #sm56.
@treypennington I'll add 'a willingness to be vulnerable'. #sm56
@treypennington I'll add 'a willingness to be vulnerable'. #sm56
@treypennington Culture is going to overlay any channel and coming from top-down, it should overlay SM efforts as well. #sm56
@treypennington The willingess to actually converse with customers. #sm56
@nigellegg A CEO, whether they like it or not, does help define the culture of a company's employees. #sm56
@treypennington @ComcastCares has mentioned a "Chief Culture Officer" concept before. Shouldn't this be the CEO, though? #sm56
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
Amen ... RT @BethHarte: I am a marketer. Plain and simple... No fancy adjectives. At least that's what I call myself. Titles may vary. #SM54
@Marc_Meyer @jasonbreed @AndrewMueller There's a "so easy a caveman can do it" joke in here somewhere. #sm54
@bethharte Get your Mktg team in the huddle, set the objectives and break the huddle. Make sure everyone knows the play. #sm54
@bethharte Strip away the adjectives and all of the char. of "Marketing" (meas., etc) should still apply, regardless of the type. #sm54
@bethharte Imp. to remember that the "SM" part is an adj. to "Marketing", which is the key point here. It's. Still. Marketing. #sm54
@bethharte Marketing is not a zero-sum game. There's room and need for all types. #sm54
@bethharte SMM replacing TM would just be shifting one narrow-focused approach to another. Balance is key. #sm54
@bethharte Apparently you're becoming the Christopher Walken of #socialmedia chat. Welcome back. ;-) #sm54 #sm54
This is your 15-minute bathroom notice for #sm54 with @bethharte at noon EDT | http://bit.ly/cOx8A9
Noon EDT today: "Social Media Marketing (SMM) vs. Traditional Marketing" w/@bethharte: Follow #sm54 | http://bit.ly/cOx8A9
RT @jasonbreed: #socialmedia tweet chat today w/@bethharte on: Traditional vs Social Mktg http://bit.ly/cOx8A9 Noon EST, follow #sm54
@jaybaer Have any cooperating businesses done check-in scavenger hunts? A progressive check-in for some overall reward? #sm53
@jaybaer What if receipts or employee nametags had QR codes for rating service? #sm53
@jaybaer I go back to printing QR codes for menu items in restaurants. Let me scan and rate. #sm53
@jaybaer Screens that show who is checkedin, bargraphs that show menu ratings for that evening. #sm53
@jaybaer Make checkin part of the physical scene - a bumpstation, a cool lanyard that is lit when you're checked in for discount, etc. #sm53
@jaybaer Just like in-bar trivia show us on big screens who has checked in in the bar/rest. Embrace the geolocation desire. #sm53
@jaybaer I think biz should make checkin a part of the scene. Some kind of 4sq/Gowalla/Bump station that wld announce random winner. #sm53
@jaybaer If everyone was slamming the "special of the day" because there were too many onions on it, the rest. could adapt. realtime #sm53
@jaybaer If everyone was slamming the "special of the day" because there were too many onions on it, the rest. could adapt. realtime #sm53
@jaybaer I'd love to see it made easier to rate items in a rest./bar. QR codes on the menus, sign on the wall (for overall estab). #sm53
@jaybaer Maybe check-in reviews are given a different weight than non-checkin reviews? #sm53
@jaybaer I don't know that location of a review is that crucial to me personally in real-time. #sm53
@tamar I think brands sometimes miss the opportunity to provide a value greater than their goods. #sm52
@tamar What if we encouraged brands to be more than just providers of their one service? Can brands be 'trust agents' successfully? #sm52
@tamar Brands are in locations. What if you need help with a location that the brand is in? Leverage the relationship... #sm52
@tamar Brands are in locations. What if you need help with a location that the brand is in? Leverage the relationship... #sm52
@tamar The brands are part of your network. Don't just consider them as providing a benefit as the brand... #sm52
@sharonmostyn So how to you vet a person for "is a good representation of the corp. personality"? #sm52
@tamar I did a blog post on "Finding the Voice of Corporate Tweets" here: http://bit.ly/9pawYA #sm52
@tamar Scaling: Just in terms of taking that person's persona and scaling it to a team. How do you scale personality? #sm52.
@tamar Unfortunately, "faces" don't scale well. #sm52
@tamar Absolutely. It personalizes the relationship between a brand and a customer. It humanizes the affinity. #sm52
@comcastcares So how do you get their "SM feet" wet if they're good at CS, but new to SM? #sm50
@comcastcares But don't you know great CS people who come across cold in e-mail? That's my concern -- the translation. #sm50
@comcastcares I still want to know if you get ppl who do CS well and train them on SM or vice versa. Everyones' thoughts? #sm50
Amen. RT @socialtality: @comcastcares Q3: a healthy dose of listening and monitoring should proceed any outward initiative #sm50
@comcastcares Better yet, do you start with people who know SM culture and train them in CS or the other way around? #sm50
@Marc_Meyer Who was it that said if you treat your employees like children, they'll act like it? #sm50
@Marc_Meyer Or better yet what types of decisions that they *empowered* to make. #sm50
@comcastcares The pervasive stickiness of social CS responses is what diff them from bad verbal CS (i.e. call center, B&M stores). #sm50
@comcastcares One concept that we need to inject is the notion of "custserv *culture*", i.e. Zappos. It's holistic & an umbrella. #sm50
@dariasteigman And the C-Suite will then want to know "who is going to see that all of these people know our cust. svc. culture?". #sm50
@lukenoffke My counterpoint is to ask whether or not call centers have the "brand team" involved now? #sm50
@lukenoffke My counterpoint is to ask whether or not call centers have the "brand team" involved now? #sm50
@dariasteigman I still think there's benefit in having the resp. of processes and metrics of cust. svc. reside in one spot, though. #sm50
@jasonbreed I still think C.S. should own it, nuture best practices, get that out to the rest of the org. Still needs top-down buyin. #sm50
@engine140 @cmwooll Completely agree that I might buy a car in the future, but good custserv is still its own beast. #sm50
@comcastcares If I bring my car into the dealer to be fixed, do I really want to be sold another car right then? Most likely not. #sm50
@comcastcares Customer service is the new marketing? They augment one another, not replace. #sm50
@jasonbreed @comcastcares I think a pre-#sm50 restroom visit might be in order with coffee involved.
@gregverdino I think some s.o.'s suffer from "Nickelback Syndrome" -- overexposed and ppl move on due to burnout. #sm49.
@gregverdino Overlay the "pros" of an s.o. on top of the biz objective/goals and see if the two intersect. #sm49.
@gregverdino Again, start with the goal and see if any S.O. overlay well to help with execution of the assoc. strategy. #sm49
@gregverdino I don't think S.O. are bad -- I think their execution/imp as "strategy" is bad. #sm49
@gregverdino I don't think S.O. are bad -- I think their execution/imp as "strategy" is bad. #sm49
@gregverdino Start with the goal/objective and back into the proper solution. NBT isn't a strategy, it's a tool. #sm49
@gregverdino Fan/follower count as success metric is like using the Yellow Pages to say how connected you are to ppl. #sm49
@gregverdino But don't assume that if you do fail, that you did it right and ppl just didn't respond. Be introspective. #sm49
@gregverdino We're mastering them together as we watch others semi-fail and can correct when we attempt with the NBT. #sm49
@gregverdino It's a shotgun approach -- you may miss on a few pellets, but a few will be big hits. #sm49
@gregverdino It's a shotgun approach -- you may miss on a few pellets, but a few will be big hits. #sm49
Everyone make your bathroom trip and grab lunch/drink before #sm49 starts in 10 minutes.
Everyone make your bathroom trip and grab lunch/drink before #sm49 starts in 10 minutes.
@kenburbary I think your '3' is probably a whole sm chat in and of itself. #sm48
@kenburbary How much conversation can you really get out of "mass engagement"? #sm48
@kenburbary Begs the question of segmentation of influencers. #sm48
@kenburbary This channel is different from trad. channels. People are much bolder and forward in the digital space. #sm48
@kenburbary This channel is different from trad. channels. People are much bolder and forward in the digital space. #sm48
@kenburbary Trad. seg. looks at an indiv. in space as they exist as a sole unit and those traits. Social includes strat of connex. #sm48
@kenburbary I'd say that SM allows you to take advantage of stratifying the segments in different dimensions. #sm48
RT @kenburbary: 20 minutes until we kick off #socialmedia chat about segmenting customers & social media #sm48
RT @kenburbary: 20 minutes until we kick off #socialmedia chat about segmenting customers & social media #sm48
@whatsnext You have to show the convo they're not in on. Then decide if it makes $$$ sense to be a part of them. #sm45
@whatsnext You have to show the convo they're not in on. Then decide if it makes $$$ sense to be a part of them. #sm45
@whatsnext I think if you show them the convos taking place in the SM-sphere, they may get awakened. #sm45
@whatsnext I think if you show them the convos taking place in the SM-sphere, they may get awakened. #sm45
@AndrewMueller But I think sadly co's fail to separate the two -- the tool vs. the productivity. #sm45
@AndrewMueller But I think sadly co's fail to separate the two -- the tool vs. the productivity. #sm45
@whatsnext What's the ROI of a desk phone? What about e-mail? Why should SM be diff? #sm45
@Marc_Meyer How long did it take for e-mail or the desk phone to be "new"? There has 2B a human element of adoption time involved. #sm45
@Marc_Meyer @whatsnext The downside to the "SM crisis coldwater" scenario is that impl. of SM goes awry with not enough planning. #sm45
@TaxTimeLLC I like that concept of solution ownership. #sm41
@shinng Finding failure points leads to overall customer satisfaction. I want to find a way to thank those who do find them. #sm41
@shinng Finding failure points leads to overall customer satisfaction. I want to find a way to thank those who do find them. #sm41
@TaxTimeLLC I like that concept of solution ownership. #sm41
@AndrewMueller Do you think that presents a bias, though (i.e. dogfooding your CS processes)? #sm41
@shinng Not providing feedback, but providing feedback that improves future customers' experiences. #sm41
We need to find more ways of rewarding customers for finding a #custserv failure point. #sm41
@Marc_Meyer Unfortunately, measurement processes get diluted when you get more hands in the mix. #sm41
@wileyccoyote And the positive behavior is any response, to me. Reward customers for finding your weak points. #sm41
@shashib Maybe.... ask the customer (surveys, request video responses, etc.)? But don't hide criticisms -- this is key. #sm41
@shashib Maybe.... ask the customer (surveys, request video responses, etc.)? But don't hide criticisms -- this is key. #sm41
@shashib It's key to give your cust. svc. team access to anyone in the org that can answer a cust. question. #sm41
@shashib I think knowing whether 2 engage is key, re: Horizon Realty Group. #sm41
You mean, be a trust agent? :-) RT @jasonbreed: Good way to scale is to have customers helping each other #sm41 (distributed cust service)
You mean, be a trust agent? :-) RT @jasonbreed: Good way to scale is to have customers helping each other #sm41 (distributed cust service)
@shashib Training all of a call center to the culture of SM is a large task for a large company. #sm41
@shashib Training all of a call center to the culture of SM is a large task for a large company. #sm41
@shashib I worry people aren't directing mentions to companies and are choosing to openly complain first. #sm41
@shashib I worry people aren't directing mentions to companies and are choosing to openly complain first. #sm41
@shashib But R we losing traditional routing of cust. requests/comments? "I'm not happy abt xxx company" w/ hopes that thr's reso.? #sm41
@shashib Is #custserv on Twitter creating an environ. of undirected free-space whining where ppl hope someone at co's will help? #sm41
@shashib Is #custserv on Twitter creating an environ. of undirected free-space whining where ppl hope someone at co's will help? #sm41
RT @Marc_Meyer: In a little ovr an hour @shashib helps discuss the role of #custserv & SocMe 4 todays #socialmedia tweetchat #sm41
@kpkfusion #Gov2 is what happened during the Iranian protests, but with a gov't that actually listens to the voices. #sm36