Earlier this year I wrote about how Chiltern Railways were using twitter for customer service. Aside from their responsive Twitter account, I was also impressed by the company’s use of foursquare to reward the “mayor” of Marylebone station with the privilege of switching on the Christmas lights – an innovative way to recognise a loyal customer.
Every brand with a Facebook page is at risk of a social media crisis. It could arise from any number of scenarios – from ostensibly innocuous customer complaints to a huge backlash against your perceived values. A brand’s Facebook wall is now often the first stop for anyone wanting to make their fury known, and
There’s a great article over at MyCustomer.com about how social networks and online communities can add value to the customer experience (see article here), building on a recent report by the 451 Group. The article is a great read and explores how firms are meeting their current and future social software needs. Indeed, the research
Next week I’m speaking at the SocialMediaInfluence conference in London on Measuring Influence and Audience online. It’s a tricky subject and looking around today I have been unable to find any examples of an approach which has been successfully and repeatedly applied. The problem appears to be that whilst there are a whole range of