Filed under: Social Media, Twitter | Tags: Optus, Social Media, Twitter
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: Datarati, Social Media, Twitter | Tags: Twitter, Twitter for Dummies
It was only a matter of time.
More: http://www.webmetricsguru.com/archives/2009/07/twitter-for-dummies-tweetup-book-launch/
Find out what’s trending on Twitter and why.
For each trend, they give you a quick explanation of WHY it’s trending.
You can also see the latest tweets, Flickr photos and news stories.
Most people on popular microblogging site Twitter (which just turned three) have probably seen customer service-type queries from other users — questions about how to make a product work, or complaints that it’s broken. That’s one of the reasons companies like Google have created their own Twitter accounts, and its why Salesforce.com is adding Twitter integration to its customer service product, which it calls the Service Cloud.
The core insight behind the Service Cloud is the fact that customer service has become decentralised and spread throughout the web. If customers need answers, they’re no longer calling into the company for help. They may not even be logging into the company’s customer service website. Instead, they’re looking on Google, on their social networks, and on other websites. The Service Cloud allows companies to use their Salesforce customer relationship management (CRM) accounts to find customer service queries across the web, to track them, and to capture those questions and answers for use elsewhere.
More: http://venturebeat.com/2009/03/22/salesforcecom-lets-you-answer-customer-complaints-on-twitter/
PepsiCo is harnessing Twitter for a sponsorship of South by Southwest ‘09 with a “Twitter Visualisation” that’s designed to showcase all the chatter around the event.
Tweets from people at the show are running on www.pepsicozeitgeist.com, which also includes features like “Party Watch” and “Swarm”—a map of the area showing where the tweets are emanating from. The site will also be displayed on screens throughout the conference.
Filed under: Twitter, Web Analytics | Tags: Google Analytics, Omniture, Social Media Analytics, Twitter
Earlier this week, I wrote about how Omniture announced its integration within the Twitter API.
After further investigation, you can now integrate the Twitter API within your Google Analytics account.
More: http://webanalysis.blogspot.com/2009/02/adding-twitter-search-to-google.html
Also, if you want to track the clickthrus from the links you post on twitter, you an also measure this within Google Analytics.
Check it out: http://www.anilbatra.com/digitalmarketing/twitter-google-analytics-url-builder.asp
Filed under: Data, Twitter, Visualisation | Tags: Data Visualisation, Twitter
An oldie but a goodie: Check out this cool tool that you can use to visualise twitter consumer data.
Trying searching on your own company brand or your clients and see how active they are within the twitter community.
http://www.neoformix.com/Projects/TwitterVenn/view.php?q=qantas,optus,woolworths
Twitter Grader http://twitter.grader.com/ just launched in Alpha. What a great way to see the influence of a fellow twittererererer within a network.
The Twitter Grade measures the relative power of a Twitter user. It is calculated as a percentile score. A grade of 51 means that the user scores higher than 51 percent of the other user profiles that have been graded.
Your grade is calculated using a combination of factors including:
* The number of followers you have
* The power of this network of followers
* The pace of your updates
* The completeness of your profile
* …a few others.
How do you grade?
I’m just over half way there but have alot of work to do!
