Filed under: Analytics, Social Media | Tags: Social Media, Social Media Analytics
A great post from Alexandra Samuel, the CEO of Social Signal, a social media agency.
She helps companies and organizations increase revenue, build brand and strengthen team relationships by creating compelling online communities and social web presences. She holds a Ph.D. from Harvard University. Follow Alex on Twitter at twitter.com/awsamuel
More: http://blogs.harvardbusiness.org/cs/2009/09/scoring_with_social_media_6_ti.html
Filed under: Social Media, Twitter | Tags: Twitter, Social Media, Optus
Dear Optus,
I would like to formally thank and congratulate you on your social media response to my bill enquiry.
Last night at 7:00pm you disconnected my mobile phone due to an overdue payment. I had been in San Francisco and therefore missed my payment date.
I called your bill enquiry line at 7:30pm only to have a pre-recorded voice tell me, “I’m sorry, but our bill enquiry line is open Monday to Friday 8.30am – 6:00pm, please call back then.”
I then sent a direct ‘tweet’ to www.twitter.com/optus with my enquiry.
This morning by 8.30am I recieved a direct ‘tweet’ back from Scott, from Optus’s social media response team.
“Hi Will, I have restored your service, however you have an amount of $762.93 that is currently owed on your account. Thanks – Scott”
I then sent a reply ’tweet’ back with: “Thanks Scott. Appreciate your prompt response. Will write a blog post on this positive experience at http://willscullypower.wordpress.com “
Within 10 mins I recieved a reply back from Scott on Optus’s Social Media Response Team: “WOW. Thanks Will, I will definitely keep an eye out for it. Appreciate the great feedback. I hope you have a wonderful weekend. – Scott”
This ladies and gentleman is a perfect example of how companies are using ‘Consumer Data” aka ‘Social Media Data’ to retain customers and keep them loyal to the brand.
I will be sure to include this experience as part of my address at Loyalty Marketing Day next week in Sydney (www.loyaltymarketingday.com.au).
Well done Optus!
Filed under: Social Media, Statistics | Tags: Online Media Consumption, Social Media
Here are links from David Raab to about twenty studies with statistics on online media consumption and advertising spend.
Many are contradictory, but it’s clear that marketers need to invest in social media, which might eventually replace search as the primary way that customers find them.
Full story: http://customerexperiencematrix.blogspot.com/2009/09/show-me-numbers-hard-data-on-internet.html
Came across the site today and thought I’d pass it along. A simple tool that provides some key insights into video consumption online.
Check it: http://www.viralvideochart.com/
Filed under: Social Media | Tags: Measurement, ROI, Social Media, Tracking
Tracking and measurement of using new media to better engage with your customers. – the numbers you can use to show how your social media programs are influencing business. Some folks, like Charlene Li, late of Forrester, put some thought into models for calculating ROI. Others, like Jason Stamper, have come up with a calculation to come up with a value index for blogging
Will Scully-Power
Data Director
Mark.
