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Posts tagged 'twitter'
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Posted on October 2, 2008
Customer Service as the New Marketing
BY JAMES CLARK
"My role was just a pleasant accident," Craig Newmark quoted in a recent article with Susan Kuchinskas of iMediaConnection.
The role Craig is talking about is going from founder and growing Craigslist, to being the public face of the company, working with the media and being part of a team of customer service reps.
I personally find this role fascinating and refreshing. What better way to serve your company than to be directly involved in helping solve customer issues or responding to customer inquiries.
Imagine the insights and knowledge he gains from personally interacting with the customer.
Which begs the question: Why do so many companies look at customer service as a necessary evil?
Answer: EGO
The people best suited to handle the vast array of customer service issues are not people manning phone banks in India. It's high-level management with a true and deep understanding of the products and service offerings. But these individuals would need to check their ego at the door to start manning the gates.
I do think there is an opportunity in elevating conversational customer reps, those individuals responsible for the Twitter and GetSatisfaction pages to be more senior as these individuals will most certainly become a public figure in the company.
Posted on July 15, 2008
Twitter Search - Connecting the Connected
BY JAMES CLARK
Nothing like a fresh $15 million in funding to drive some acquisitions.
Twitter announce today that they have acquired Twitter search application Summize, (you'll notice the Summize.com link redirects to search.twitter.com).
The juice is in the Advance Twitter Search, where you can find Tweets based on: Words, People, Places, Dates, Attitudes and Posts Containing Links.
For anyone tracking reputation monitoring on Twitter knows an Advanced Search functionality is critical to having any kind of success in being able to respond quickly and maintain a open and current dialogue. Too much leads to communication paralysis.
Connecting Connected People
The coolest function that Twitter brings on the integration of Summize is the ability to search Places.
Now this is a real community builder function that goes beyond online communities.
Here's a view into all Twits being posted about Travel Channel's Anthony Bourdain No Reservation show from New York City.
With the idea of organizations pushing into real community interaction, great ideas start percolating about what can be done by using online communities to create real offline relationships, or in-depth niche online communities.
Posted on May 27, 2008
Talking Back to Your Customers – The Web 2.0 Way
BY STEPAN MAZUROV
Twitter has been getting a ton of complaints lately that stemmed from them having downtime and not adequately reporting the issues or keeping people posted. The interesting part of this debacle is that most of the complaining wasn't due to the service being down or extremely slow, but rather because the Twitter team was not utilizing the tools to talk back to their users and acknowlede the problems. Eventually Twitter realized its wrongdoing and started to update people on Get Satisfaction, their blog and their site. While they managed to control the damage, it was after negative comments hit mainstream and after everyone at TechCrunch to Scobleizer shared negativity and named a replacement. While most doubt that FriendFeed or anyone else will be able to overtake Twitter anytime soon, negative publicity can have a detrimental effect on your product/service. Here is a quick bullet point list of things you can be doing to avoid bad customer experience:
- Blogging - keep a company blog updated with latest news and status updates
- Get Satisfaction - a place for your customers to express their opinion and help you identify bugs. A Suggestion Box 2.0
- Easy access to contact information - let customers know that they can always call, email or mail in their issues, never hide your number
- Respond to complains quickly - never go silent.
- Never deny the obvious - its much better PR to admit your mistakes than to actively deny they exist.
Read on as I touch on some of the points above.
Posted on May 11, 2008
Why Do You Want To Be Transparant, and How That Will Help Your Business Grow
BY STEPAN MAZUROV
If you are an ecommerce business, word of mouth marketing can help you grow it beyond the boundaries of your niche. Gary Vayerchuk, a guy in wine business, said something very interesting on Tues, May 6th show CNBC's Big Idea:
- Be who you are, be as transparent as possible.
- Don't play in your own playground, be active in communities that might find what you offer attractive.
- It is imperative to be involved in the social networks on the Internet and the real world
- We live in a world where every person's word of mouth reaches a lot more people.
Lets look at some examples of these at work.
Posted on April 30, 2008
Just Another Twitter Post
BY INGRID GETZAN
There has been a lot of buzz on our blog about Twitter lately - with good reason. Companies are starting to understand the marketing power behind Twitter and what it can do to get the word out about your latest blog post, product, service or whatever message you want to convey in 140 characters.
Two days ago, Chris Brogan asked his followers on Twitter to 'tweet' him "Hi Cross Tech?" as he was in a business meeting, and I assume was discussing the effectiveness of Twitter. I wonder just how many people responded @chrisbrogan "Hi Cross Tech?" (I don't think Quotably has included all responses) I did. If you're pitching to a potential client about the uses of Twitter - you just backed your excact theory and possibly wowed them while in the process. Chris Brogan has 7,140 followers - even if only half of them were online at that exact moment - that's an outreach to 3,570 people that most likely blog.
