Tuesday, May 19, 2009

Comcast and Customer Service

One of the questions we are going to continue to encounter as we engage clients on social media is ROI. How do we demonstrate that the money we put into it didn't just go down the drain? Customer satisfaction is certainly one appropriate metric to consider, and in this case with Comcast, their Twitter efforts directly contributed to an improved customer satisfaction score.


The Future of Twitter

I thought this was an interesting interview with one of the founders of Twitter on how the company plans to make money going forward. One of the most commonly held beliefs is that Twitter will begin selling ads like other popular social networks have. After reading his statements that sure doesn't seem to be the case here.

Monday, May 18, 2009

Reputation Risk and Social Media

There are some really fascinating stats in here about how employers and employees view social
networks. The study found that 60% of business executives feel that they have a right to monitor what their employees are saying through social networks, while 53% of employees disagreed.


Tuesday, May 12, 2009

Blogger Outreach

This is an important article to read as blogger outreach has become another weapon in the D&E arsenal of late.