Comments on: Social Media and BlogWorld: Here We Come!

By: Sandeep Arora

Sandeep Arora — Mon, 10 Nov 2008 07:18:20 +0000

Thanks for the suggestion. We will try to put actual metrics and there measurement in future case studies.

But again intangible metrics like – increase in brand perception or improved customer relationship are difficult to measure.

Yes – tangible metrics like increased traffic/Page views/Bounce rate/Number of links or comments is measureable – but that should not be the guiding factor in implementing or not implementing Social Media.

I feel if a companies customers are online – Social Media participation is key.

Thanks
Sandeep

By: Becky Carroll

Becky Carroll — Mon, 10 Nov 2008 04:59:32 +0000

Thank you, Sandeep, for sharing your visual ideas. Your stories could be more powerful as “case studies” if they could show the how the success is being measured. That is one of the biggest stumbling blocks to getting social media going in many companies.

By: Sandeep

Sandeep — Sat, 08 Nov 2008 14:46:51 +0000

Just wanted to share some visual presentations on how big and small companies are using Social Media !!

Please have a look at …
http://vizedu.com/

We look forward to your feedback .

thanks
Sandeep

By: Becky Carroll

Becky Carroll — Mon, 25 Aug 2008 19:35:56 +0000

Eric, thank you for your nice compliments and for your question ideas. Hmm, does this turn customer service on its head, or does it get it back to where it should have been, anyway? Let’s see what our panelists have to say…

Sybil, I would love to go and visit Zappos.com; I will have to ask Tony how I can set that up! Sorry you won’t be there, but clients come first.

Toby, it looks like your work is cut out for you and the other panelists. Can’t wait to hear all of the answers! Plus, looking forward to meeting up again, this time in Vegas.

Lewis, thank you for your thoughts. I am looking forward to the experience very much!!

By: Lewis Green

Lewis Green — Mon, 25 Aug 2008 19:20:53 +0000

Becky,

Sounds great! Have a wonderful experience.

By: Toby

Toby — Sat, 23 Aug 2008 23:21:25 +0000

Becky – From the smart comments of your community I better do some ‘homework’ before we meet up in Vegas! Looking forward to a lively discussion and learning from all.

By: Sybil Stershic

Sybil Stershic — Fri, 22 Aug 2008 20:54:35 +0000

Ditto on the awesome panel. (I’d love to be there if I didn’t have a previous client commitment that day.) While you’re in Vegas, I hope you get to visit Tony’s company. I was fortunate to tour Zappos on a recent trip – it’s an incredible, really WOW experience – and I can’t stop raving about the people there and the Zappos culture.

By: Eric Brown

Eric Brown — Fri, 22 Aug 2008 08:05:04 +0000

Becky, Wow, You will be in the midst of some great folks there, pretty cool stuff and congratulations on being selected to be part of that.

I concur with Kenny’s comments and am interested in hearing feedback on those issues, particularly how Social Media ties into the overall strategy. As an example, it seems that one can get a faster result with Frank at Comcastcares than with Comcast customer service, and at least I feel better about it, which is what makes long term sustained customer retention. So, if Twitter replaced the way companies do customer service, and other corporations took that approach, would it still make me feel better? Likely so, because someone named Frank (which who knows, it could have been anyone) actually cared enough to answer my questions accurately and with a viable quick solutions, without me staying on hold for an unacceptable times. Good Luck with the panel!

By: Becky Carroll

Becky Carroll — Thu, 21 Aug 2008 23:44:17 +0000

Thanks, Kenny – you are so kind! I love your question and will be sure to ask it of the panelists. It really is a key to success when we do something with the information we get from customers… You rock!

By: Kenny Lauer

Kenny Lauer — Thu, 21 Aug 2008 23:17:14 +0000

This will be an awesome panel. There is no one better than you to moderate this as you bring your years of customer strategy long before social media/web 2.0/social web was even around. Hit them with hard questions. I want to know who is taking the rich customer knowledge gained by social media strategies and integrating it back into other parts of the organization (especially customer facing)and using it to create more loyalty? Is anyone integrating their siloed social media activities with their CRM system (if they have one)? Often times we are quick to pat ourselves on the back about having a blogging strategy (Dell, Sony Playstation, Sun) or a twitter strategy (comcast) but how are we leveraging this “golden” customer generated data to really support our customers or develop better products? Find that out, ok Becky. Have fun.