Customer-centricity or getting closer to customers is often the focus of many executive meetings I attend these days. The question always arises, “how can we use new media to get closer to customers?” The answer is not, develop a social media strategy to start engaging with customers. The answer is, change. Any organization that focuses on operations, margins, and efficiencies over customer experiences will find itself unfavored by tomorrow’s connected customer. It’s difficult to see the customer or empathize with…
You Can’t Measure What It Is You Do Not Value
ROI is as popular an acronym in social media as OMG or LOL are in TXTING. No matter how much you believe in social media, the reality is that management needs to know, what’s the ROI of Tweets in “the” Twitter or Likes in “that” Facebook thing that all the kids are talking about? Kidding aside, the future of social media within your organization and the value your customers experience in their networks of relevance is in your hands. No…
MarketingProfs: Six Social Media Archetypes and How to Reach Them
Via MarketingProfs Studies often classify us into demographics, psychographics or—more recently—by our “online influence” scores. The real question for today’s social-savvy marketers is, What makes us connect and share in our digital worlds? In partnership with agency JESS3, Brian Solis has documented user traits across social networks and put them into 18 categories in a nifty Behaviorgraphics poster. Some personality types you may recognize: Problem Solvers. Among the most common roots of conversation in social media are the question-and-answer sessions:…
An Interview with Get Satisfaction on the Future of Service, Media and Business
In the past, I had the good fortune of working with the Get Satisfaction team to help brands embrace new media to improve customer relationships. During those early years, I learned a great deal about the process and corresponding hurdles that face change agents as organizations evaluate new technology to socialize CRM. I also began what would later become years of immersion in understanding and defining the role leadership plays in changing organizational culture and methodologies to help businesses truly…
How World Leaders use Social Media: Why the @WhiteHouse doesn’t follow @BarackObama & other idiosyncrasies
Guest post by Matthias Lüfkens, Associate Director of Media, World Economic Forum – Follow him on Twitter Twitter is redefining the way we communicate – and that includes our world leaders: 15 of the G20 governments use it. But the question is who follows who, who doesn’t follow who, and do world leaders even realize the diplomatic significance of their tweets and Twitter friendships? Barack Obama was the first to use the micro-blogging service to communicate with his electorate in…
A Conversation about 2011 – 2012 Trends in Social Media
While attending LeWeb in Paris, I caught up with the 99Faces crew to discuss trends in social media for 2011 and 2012. Among the many topics we touch, we spent a fair amount of time exploring the evolving influence of social media on… – Mainstream lifestyle and culture – The rise of curation – Elevating the importance of transparency and engagement between businesses and customers – Businesses dynamics and the need to open the doors between silos – Politics and…
Why I Don’t Like Your Brand on Facebook
Guest post by Andrew Blakeley. Follow him on Twitter (for exclusive deals and offers!) I recently undertook a simple Facebook experiment, inspired by a brief Monday morning rant from my boss: “This morning my yoghurt told me to find it on Facebook. It didn’t tell me why, it just told me to find it. Why on Earth would I want to find a yoghurt on Facebook? It’s a yoghurt!” He was right, of course. As social networks slowly become the…
The End of the Destination Web and the Revival of the Information Economy
In recent weeks journalism and the future of all media have once again gone under the knife. Experts on either side of new media debated whether or not Twitter’s CNN moment truly was indicative of the future of journalism. Twitter’s role in the spread of online dialogue speculating the death of Osama Bin Laden was studied at great depths to better understand when and where news actually surfaces, how it’s validated, and how news travels across the Web and in…
Revolution: Filmmaker and Webby Awards Founder Tiffany Shlain
Filmmaker Tiffany Shlain joined me on the set of Revolution to discuss her new film, Connected. Tiffany is a remarkable individual. She is the first to debut two films at the Sundance Film Festival and is also the founder of the prestigious Webby Awards. In her film Connected, we as the audience, explore how technology is changing our culture. We are pulled into a beautiful spiral to feel what it means to live in an always on society and also…
Engage with Purpose
I was recently interviewed by my friends at WebCopyPlus. I thought I’d share it with you here… At a time when everyone with a smart phone and a Twitter account boasts social media genius, digital analyst Brian Solis renews our faith in the existence of intelligent discourse in that realm. Author of Engage!, a comprehensive guide for businesses vying for success in the social web, Solis offers practical advice on how to build a social media strategy and measure its…
