The New Age of Digital Customer Service. Does it Scale? - Golf Ecommerce Business Tales from ‘98

Posted by: Tim Reha | Wednesday, November 18, 2009 | 0 Comments |

Are you tired of the hype out there covering obviously un-scalable first wave social media as customer service systems built using Twitter?

From my perspective, social media often becomes a customer service channel weather a company likes it or not. It is simply too easy to fire off a bitch session over Twitter at AT&T because their network is over sold and drops calls. There is a certain amount of satisfaction that your “followers” will feel your pain and can reply with their same “lack of” customer service opinions. Thus, corporations need to look at streamlined work flows, training and technology that will intelligently distribute inbound conversations and route them to the correct domain expert within the organization.

I find that the “social media” customer service tools are lacking compared to enterprise level multimedia contact centers on the market. I have to give “Frank” and his team who created “Comcast Cares” presence on Twitter http://twitter.com/comcastcares @comcastcares credit because they are trying to do a good job with first-gen tools. The…

Filed under: Ecommerce • ShopIgniter • Social Media • Enterprise Social Media Tools • Social Ecommerce • Social Media Intergration • Social Media Strategy Reviews • Social Media Tools • Social Networks • Twitter

2009 Seattle Wine Awards - Integrated Digital Marketing Case Study

Posted by: Tim Reha | Tuesday, November 10, 2009 | 0 Comments |

Dear Palm Springs Ad Federation Members,

Thank you for hosting me as your guest for the Social Media event. I wish we had more time to spend together at the event and really enjoyed the experience. Below are a few slides from my 2009 Seattle Wine Awards digital marketing and social media case study for your review. I will annotate the slides with a podcast over the weekend and will post the new information here.

Many folks asked me about how to setup streamlined work flows and the internet dashboards. I am available to help you setup your digital marketing and social media technology and services.  Please feel free to contact me via email at (JavaScript must be enabled to view this email address)

Micah Baldwin, VP Business Development at Lijit Networks Interview at Gnomedex 9.0

We discuss meshing social media with search using Lijit’s unique search engine technology.

Visit:

http://www.lijit.com
http://learntoduck.com/ - Micha’s Blog
http://www.twitter.com/micha
http://www.gnomedex.com

Filed under: Events • Gnomedex • Social Media • Social Media Intergration • Social Media Tools

Insights using Twitter Analytics - Follower Profile Word Clouds

Posted by: Tim Reha | Tuesday, July 28, 2009 | 0 Comments |

The key to Twitter is understanding how to leverage analytics to understand your audience, their conversations and sentiment. There are a number of data points that are measurable on Twitter. I will dedicate time to cover each of the below areas in different blog posts and add new measurable metrics in the future.

-Followers
-Unfollowers
-Updates
-Page Views
-Inbound Links
-Bounce Rate
-GeoTargeting
-Click Tracking
-Re-Tweet Tracking
-Search Traffic
-Trend Analysis
-Name / Brand Mentions

Followers

There are a number of metrics and strategies to leverage for Twitter followers. Here is a short list of metrics.

-Amount of Followers
-Quality of Follower Targeting (Are they really in your target audience)
-Follower Uptake Rate Graph
-Follower Drop Off Rate Graph

A good strategy for an event like the Seattle Wine Awards is to add a lot of new followers because these folks will often look at their new followers and take a look at their profiles. I created a custom branded Twitter background with Ticket Sales information and added a link to the Twitter Profile…

Filed under: Social Media • Social Media Analytics • Social Media Strategy Reviews • Social Media Tools • Social Networks • Twitter

Emergence of the Real Time Data Jockey - “RTDJs”

Posted by: Tim Reha | Tuesday, July 14, 2009 | 0 Comments |

The high growth trends and convergence of social media, web video and real time internet communications tools such as Twitter will create a new demand for real time content producers.

There is an underlying meme for each trend that has a form of “viral energy” associated with the trending topic. For example, Twitter displays a list of “trending” keywords or topics based on text analysis of the real time conversations happening on Twitter. On Monday, there is a trend for posts tagged “#MusicMonday” and this is listed on the right sidebar on Twitter. When you click the link “#MusicMonday” you will see all all posts related to this trending topic. The Twitter community uses the “#MusicMonday” hash tag (adding the # sign in front of a word, makes it unique for searching Twitter) to spread the word about their favorite music. Often, other users with Retweet (RT) their friends #MusicMonday Twitter posts to share this with a new group of Twitter users. This is how messages spread like a rapid virus on Twitter and other social networks. Take a look for yourself for a Twitter search for #MusicMonday http://twitter.com/#search?q=%23musicmonday…

Filed under: Real Time Web • Social Media • Social Media Tools • Video • Internet Video Broadcasting • Internet Video • Video Production