Category archives for

– Social Media Monitoring –

Listening to Understand

by · March 20, 2014

Listening. I talk about listening a lot. Which is a really, really funny thing if I think about it. Maybe I talk about listening too much and in fact, should be listening more. Listening is not only under-rated. It is also not being done thoughtfully.

When I talk to most of the clients about listening (snicker) I find out that they are making the mistake that everyone makes.

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Big Social Data: The Second Era Starts

by · September 11, 2013

In case you missed the memo and the pre-recorded fanfare: we’ve just entered the second era of social media marketing. The first era was all about figuring out just what kind of beast had been released into the world and how it would ravage (and inseminate) marketing as we knew it. Marketing archaeologists of the future will have a ball reconstructing the period we’ve just been through – The Dawn of Social – and watching as homo-marketus erectus (well that’s how it affected me) groped around in the maelstrom. They’ll also love the way such a dramatic change revealed the character of the modern marketer (it ain’t flattering). In short, we’ve all been falling over ourselves to monetize the shit out of this sucker.

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Revised Study Reminds Brands Of The Blind Spot

by · April 3, 2013

Social analytics platform Venuelabs first alerted us to the existence of a huge brand blind spot in social monitoring in 2011. The software, which focuses on monitoring your online storefronts — Yelp pages, Foursquare pages, Facebook pages, etc. — rather than performing keyword-based social monitoring like most listening platforms, is a slightly different spin on brand listening. Venuelabs’ perspective is to focus on your owned social pages.

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People Try To Put Us d-Down, Talkin’ ’bout Your Reputation – Part 2

by · March 29, 2013

In Part 1 on this topic I wrote about why it’s so important that businesses of every size and type get on board with online reputation management.  I also discussed the importance of “listening” to what’s being said about your business online and pointed out a few tools that are available to help you do so.

Yes, starting your reputation management program by “listening” is important, but if you don’t take the time to understand what you’ve found and you don’t take appropriate and timely action, then listening is pretty much a waste of time.

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Real Time Understanding

by · March 14, 2013

We all know that social media data is driving us towards thinking about our business differently.  Whether it is engaging your consumer demographic in new ways: engaging with customers on a Facebook fan page or managing up to the minute attacks on your brand; handling a viral twitter crisis or simply peeking in on those talking about your brand; listening to people talk about what they like on forums or becoming a trusted resource in those communities; your world is now upside down.  To add insult to injury, all of this is starting to become necessary at the speed of social.  To put it bluntly, this means real time baby.  It isn’t enough to simply track your brand week by week now, it is becoming moment by moment.  And you can’t simply look at key attributes at only the highest level, you need to look at the attributes you know as well as ones that you may not even know exist.

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People Try To Put Us d-Down, Talkin’ ’bout Your Reputation – Part 1

by · February 26, 2013

I’m sure that we all understand that our business’s (as well as our personal) reputation on the web is critical to our success and ability to prosper. In the prehistoric ’80s and ’90s, businesses and their brands pretty much controlled their own public image on the web by “pushing” out marketing and public relations communications to an interested public. Friends, those days are gone forever!

Today, it is incredibly easy for anyone to post positive or negative comments and reviews about you or your business online; and these posts by people like you and me can not only go viral very quickly, but can, and do, affect people’s behaviors.

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What Charter Doesn’t Understand About Social Media

by · December 13, 2012

In a move that surprised even the most jaded customer, Charter abruptly pulled the plug on its social media customer service team. But why? A brief statement from the company:

“We believe speaking directly with a customer is a more personal, effective and consistent way to answer questions, solve an issue or provide information, and we will focus our efforts on these means of communications. We’re committed to treating our customers with great care, and we believe that person-to-person interaction accomplishes that in a more meaningful way for more of our customers.”

…and some analysis from SME’s Ike Pigott:

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Sneak Peek At Klout Shows Transparency

by · August 14, 2012

Klout is about to become less of a mystery to everyone. Or at least, how the service determines your influence will. A new release of the influence measurement tool hits this week and I got a sneak peek. Overall, it’s going to be easier for individual users to understand what impacts their scores. Not only does the new Klout have a user dashboard that shows what percentage of your score is impacted by which networks, but what metrics on those networks it’s seeing.

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Finding Gaps In The Social Media Monitoring Market

by · August 14, 2012

For the longest time, if you wanted social media monitoring software, which is now being referred to as “social listening” software at a decible level hovering around obnoxious, but I digress, you had to pay about $500 per month for it. What that meant was social media monitoring wasn’t available to medium or small businesses.

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