A new report from the CMO Council asks customers and marketers what it means when a customer ‘likes’ a brand online. Not surprisingly, these two groups had somewhat different ideas about why customers choose to ‘like’ or engage with a brand online. Read →
A new study from Conversocial examines consumer expectations and attitudes around brand interactions on Facebook, Twitter and other social media platforms. Do consumers truly expect two-way communication? If so, are brands listening and responding – and what happens when they don’t? Read →
Have you ever taken a ride in a taxi and liked the cabbie so much you wish he could be at your beck and call? If you live in Chicago, your wish can come true — thanks to the magic of social media. Cabbie Rashid Temuri gets most of his customers through Twitter. Read →
Gone are the days of sending off complaints via snail mail and waiting 6-8 weeks for a reply. Now, customers can shoot off a 140-character tweet and expect a reply within minutes. New research by Maritz shows that nearly half of those who tweet a complaint at a brand expected the company to read and respond to their tweet. Read →
Last week, Klout began creating new user profiles and scores based on data pulled from Facebook. This means that, if you have your Facebook account linked to your Klout profile, you will start seeing your Facebook friends and family (including kids as young as 13) appear in your Klout influence network, with Klout scores assigned to them–something which has raised major privacy concerns. But there’s another issue, and one that is very serious for any company that is using Klout scores to inform business decisions (like hotel perks, customer service triage, blogger outreach, hiring or grading decisions decisions (video at 3:17)): the new system is creating duplicate accounts for the same individual — with different Klout scores. Read →
A recent study by Amplicate, a tracker of social media sentiment, ranked airlines by the number of positive and negative social media comments. Overall, 57% of comments about US airlines on social media in the past year were negative. But American Airlines – the world’s fourth largest airline – stood out with only 12% of social media opinions about the airline being positive. Read →
A new report from Buddy Media and Booz & Company shows that 95% of companies are planning to invest more in social media, and breaks down how companies are planning to direct those investments. Based on input from more than 100 leading companies, the report looks at the social media platforms being used, which company departments are handling and using social media the most, and measures the projected spend on social media. Read →
KLM Royal Dutch Airlines’ latest endeavour, meant to promote the launch of a new “24-hour service to social media,” involves posting videos on YouTube of live replies to tweets sent to @KLM. This innovative campaign was announced via Twitter on September 19, and ran from 12 noon until late in the evening. Any tweets sent to @KLM might receive a ‘KLM Live Reply’ – KLM employees lined up holding letters to become a ‘living alphabet’ 140-character response. Read →
Part 15 of our summary of tweets from #RLTM NY 11 Realtime Conference attendees. These tweets summarize the Case Study titled “The Realtime Brand From 30,000 Feet,” presented by Allison Ausband, Vice President, Reservation Sales and Customer Care, Delta Air Lines. Read →
Part 10 of our summary of tweets from #RLTM NY 11 Realtime Conference attendees. These tweets summarize the Case Study titled “McTrends: Starting Buzz and Managing Rumors” presented by Rick Wion, Director of Social Media at McDonald’s. Read →