David Alston of Radian6 stopped by yesterday and commented on this post. This video is a detailed explanation of my views on Social Media, Brand Monitoring, and operationalizing and scaling those things in companies. http://vimeo.com/moogaloop.swf?clip_id=2576062&server=vimeo.com&show_title=0&show_byline=0&show_portrait=0&color=8f3b55&fullscreen=1 Video Blog 12-19-2008 | The question of Scale & Social Media for Brand Managment from Brian Roy on Vimeo.
Tag: customer experience
Will Social Media Replace Contact Centers with Advocacy Centers?
Last night I had an interesting conversation with Frank Eliason (aka comcastcares) via Twitter. This all started because Shel Isreal asked a question many are asking right now: Do brands belong on Twitter? I think this is an interesting question – which primarily goes to weather or not the “community” will accept brands on Twitter.… Continue reading Will Social Media Replace Contact Centers with Advocacy Centers?
Being in the Conversation – Social Media and your Brand
The current trends in Social Media Brand Monitoring focus around your PR/Marketing agency. They provide tools to create nice reports telling you what the public perception of your brand is – and perhaps some alerts when something “bad” happens. Led by Radian6 – this trend is very powerful and shouldn’t be ignored. But the real… Continue reading Being in the Conversation – Social Media and your Brand
Defining your Brand – One Conversation at a Time
I’ve spent a large part of my professional life dealing with the realities of having conversations with customers. In every type and size of company imaginable. And there is one single reality that holds true: Your brand is what your customers say it is… regardless of your best Marketing and PR efforts. With the rise… Continue reading Defining your Brand – One Conversation at a Time
The power of JustSignal & Brand Monitoring
It is time for Applications that make Communications an Advantage for Small Businesses
The current trend in communications is more (and more) communication technologies, providers, mechanisms and buzz words. Social Media, VoIP, Blogs, Wikis, Unified Communications, TelePresence, WebMeetings, SMS, IM, Chat, Mobile, MicroBlogging, etc. You can hop on any tech site and see daily skirmishes over which technology is the best – or how you should leverage social… Continue reading It is time for Applications that make Communications an Advantage for Small Businesses
Verizon Jacks SMS Rates
I use – as does cosinity – SMS for a variety of communications. This morning – my SMS service provider Clickatell – notified me this morning that Verizon had decided to charge an additional 3 cents each for SMS sent from an “application”. That means the average SMS sent to a Verizon user will cost… Continue reading Verizon Jacks SMS Rates
Jingle Networks Launches Voice Ad Network
<sarcasm> Thank you for calling <insert big company name here>. Your call is important to us. While you are waiting we will now subject you to ads for products from <other big company name> for which you have no need, did not call to get information about and which you will find utterly annoying. You… Continue reading Jingle Networks Launches Voice Ad Network
Seth Godin & the Myth of Launch PR
I love reading Seth’s posts. He always manages to shine a light on something that is not only true… but also leads us to think beyond marketing and PR and ask some fundamental questions about why we are entrepreneurs and how we create a business. New startups can spend hundreds of thousands of dollars racing… Continue reading Seth Godin & the Myth of Launch PR
Another solution to avoid Automated Call Hell
There have been many of these over the last few years… none all that successful. The problem (as I see it) is that you don’t know when or why you’ll need to call one of those annoying toll free numbers… and at that point it is too late for the application/service. That being said… as… Continue reading Another solution to avoid Automated Call Hell