Category Archives: Twitter

Fast Food Word of Mouth – Coming to Social Media Stream near you

by Paul P Roberts Posted on September 5, 2011

Had an interesting conversation with a business partner yesterday about the continued increase in the way video is being used in research, we were talking mobile ethnography in retail. The conversation was triggered after we got onto the subject of … Continue reading →

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Listening to all of your available channels

by Paul P Roberts Posted on July 1, 2009

Forget Twitter; Your Best Marketing Tool Is the Humble Product Review

NEW YORK (AdAge.com) — Last fall, executives from Oriental Trading Co. read a product review from a woman planning her autumn wedding complaining that her order of fall leaves didn’t look anything like the picture on the website. The execs went straight to the warehouse, pulled the product and compared for themselves. She was right — it didn’t look the same. The explanation: The company had recently switched vendors for that particular product, and the new vendor’s version wasn’t up to snuff. So the company pulled it.

While the first lesson of the story is that you never want to disappoint a bride, the more important one is that marketers are learning to listen. And for all the ink spilled on the importance of Twitter and Facebook as feedback and customer-service channels, there’s another social-media tool marketers are increasingly finding useful, not just as an online-shopping tool but as an internal, culturally changing consumer-criticism channel: the humble product review. Continue reading →

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Twitter and Google as customer service tools

by Paul P Roberts Posted on February 11, 2009

Feb 09, 2009 (Datamonitor via COMTEX) —

The current business environment consists of a struggling economy, in which customer acquisition is challenging, while consumers are increasingly sharing information on the web. These trends have created an opportunity for contact centers to utilize social networking websites to improve customer service at a low cost, by integrating Web 2.0 technologies with other communication technologies.

The new meaning of ‘multichannel contact center’

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Posted in Customer Services, Google, Human Resources, marketing, Sales, Twitter | Tagged , , , , , , , | Leave a comment