Comments on: Does Your Social Media Experience Extend

By: neilkevin

neilkevin — Wed, 18 Nov 2009 16:09:32 +0000

This is very informative article.I was wondering this stuff only.Thanks for such a great post.It is very useful for me.I would like to know more in this topic.Hope for know more in it.
Thanks.

xmas presents

By: neilkevin

neilkevin — Wed, 18 Nov 2009 10:09:32 +0000

By: Think About Your Friggin' Customers | BuzzBuilderz

Think About Your Friggin' Customers | BuzzBuilderz — Tue, 10 Nov 2009 19:15:53 +0000

[...] landscape, but because it’s the right thing to do. Chris Brogan wrote a great post titled “Does Your Social Media Experience Extend?” where he discusses the need for a company’s social media presence (usually kind and engaging [...]

By: scottwheaton

scottwheaton — Wed, 28 Oct 2009 04:53:46 +0000

I completely agree with this concept – why not use the power of social media to extend further into the consumer's experience? As it is, social media is a tool very much siloed from the rest of the organization's functionalities. Social media's real-time or near real-time platforms could deliver truly remarkable value when spread across multiple facets of the organization's communications and customer service efforts. This would provide for a brand experience that is valuable & consistent across the board.

By: Integrating Social Media- A Middle Up Down Approach

Integrating Social Media- A Middle Up Down Approach — Wed, 28 Oct 2009 04:34:21 +0000

[...] talking with Jess Krywosa yesterday, I realized that I hadn’t explained much about my take on how I get traction on [...]

By: David Wiggs

David Wiggs — Tue, 27 Oct 2009 22:24:31 +0000

Chris

Thanks for the shout out about by friend, Tim! More people need to understand the genius of Game Plan!

By: Nichole Kelly

Nichole Kelly — Tue, 27 Oct 2009 22:03:22 +0000

I really like the thought process here. My question to you is…who is this person? A manager, an agent? How do they report on what is happening?

I really like this idea and am looking at ways to expand social media presence into other departments. But I get concerned when we talk about an individual because this still represents a limited view for the front line personnel. Is this as simple as setting agents up with read-only access on Radian 6 to listen to what is happening and giving them a view of how the social media team is responding? Or even to take it a step further and integrate right into your CRM, so when you pull up a person's accounts you can see all of the social media communications as well as other account activity. Then you could flag an account real-time with a “watch for this” obviously only if their social media presence could be connected with their account information. If not, you could still post messages of things to be on the look-out for. What do you think?

By: addytseng

addytseng — Tue, 27 Oct 2009 16:18:19 +0000

Yes, I hate it when I'm asked for information they should already know over and over and again! Seamless data integration is a huge challenge, and it comes down to good data management principles.

By: addytseng

addytseng — Tue, 27 Oct 2009 16:13:58 +0000

Good point. Trouble is…no one remembers smooth rides. Bumps once in a while remind us the ride could be smoother.

By: addytseng

addytseng — Tue, 27 Oct 2009 16:09:32 +0000

Hmmm….I like what you said. Sometimes I would like to talk to the designer herself, or the data analyst or the process analyst. These are folks who are in the back office and are not given a face, or mouth to interact directly with customers.
Everthing's filtered by customer service, or PR and feedback never gets to the back office because generally front office folks do not know the language(?)
How cool is it to bypass them.