Comments on: Does Your Social Media Experience Extend

By: Consumer Empowerment or Why Brands Can’t Afford to Falter « Direct Marketing Observations

Thu, 07 Apr 2011 14:20:03 +0000

[...] it’s more about understanding why people seek out your web property in the first place. What does your user want and expect from your brand online? If you’re a commerce site, or you sell product online, then [...]

By: » Media will be

» Media will be — Thu, 24 Feb 2011 19:13:17 +0000

[...] Does Your Social Media Experience Extend [...]

By: On Brand Experience « Direct Marketing Observations

On Brand Experience « Direct Marketing Observations — Tue, 08 Feb 2011 13:14:33 +0000

[...] think about the brand experience. Before the age of social media, we really didn’t talk about the brand experience. It didn’t really have a name. It was just marketers trying to sell something. However, once [...]

By: yah00

yah00 — Mon, 16 Aug 2010 08:28:00 +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.

By: Mbtusa

Mbtusa — Fri, 06 Aug 2010 12:57:04 +0000

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By: flash drive

flash drive — Sat, 12 Jun 2010 09:55:12 +0000

A great marketing or PR campaign or a social community works when people started having the same experience when they do not touch your brand is not. Building a community within your organization is equally important to build community outside of their organization, yet often an afterthought. For me, the door before you are fully prepared is like opening, you do not want to show you some things are going.

By: tom bond

tom bond — Mon, 07 Jun 2010 22:44:36 +0000

I think there is a core difference between companies who are just trying to be relevant to those who have a goal and want to properly utilize technology to achieve their goals. I lost count of the number of companies who have a "live video chat" option that doesn't work. Adding Twitter or Facebook does not make a company customer-centric, that is a core value that has to be preached and embraced down the ladder.

Reduced time to problem resolution: Yes, adding another channel of communication can lead to this.

Reduction in customer complaints. No, customer complaints will occur for other reasons, reasons social media have no tie in.

Real-time operational flow information for non-structured data. (Companies know how the gears turn. They don’t know the human stories.) This can provide constructive data for companies.

Improved customer retention: Yes, but only if customer service is embraced. At some point in history someone came up with the idea "hey, if I set up a bank of phones, my customers can call us and be more satisfied" Well, that's not the rule... that's the opportunity. Social media will provide the opportunity.

I use social networks for business networking. Mostly www.stanfordwhoswho.com.

By: brisbane house painters

brisbane house painters — Mon, 07 Jun 2010 16:49:18 +0000

When I speak about social networking for business attendees often come up at the end to ask if I will speak to their “senior team” about it ( the answer is “of course” but I have yet to be invited in…) Having read this post next time I will suggest I work with them instead to use this approach.

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evden eve nakliyat — Tue, 25 May 2010 15:59:21 +0000

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By: evden eve nakliyat

evden eve nakliyat — Tue, 25 May 2010 15:58:26 +0000