It’s a Social, Social World

Video. Social media guru’s from big business get together to discuss where things are heading and the impact of social media and mobile.

  • 1.6 Billion Mobile phones sold will be sold this year.
  • We are now hyper-connected, mobile makes this easier.
  • A guy who has and uses 12 mobile devices at one time (to understand the user experience).
  • Social media the most influential tool in journalism than the printing press.
  • Social media can help amplify the voices of those who are not being heard.
  • How to harness the power and value of social networks to help solve social issues.
  • User created content

See the link below. Word.

http://fora.tv/2011/07/01/Knowledge_Exchange_Its_a_Social_Social_World

Hyperfactory – Mobile Marketing Masters

I tend to listen carefully to the things that Derek Handley talks about, he is the CEO of Hyperfactory the world’s number one mobile marketing agency, as they say on their web site –

WE ARE THE HYPERFACTORY. WE POWER BUSINESSES AND BRANDS. THROUGH THE MOBILE MEDIUM. WITH US YOU GET THE BEST OF. BOTH WORLDS: AGENCY & TECHNOLOGY

He’s the latest video fro Derek, word –

Social Media & Transparency

This is big. Something that I have written about in recent posts. Social media will require organisations and businesses to “walk their talk”, accountability and responsibility for business decisions and processes via social media networks. A recent Forbes article reports the following –

 “Welcome to what political analyst and writer Micah Sifry has dubbed “the uncomfortable Age of Transparency.” Sify argues that we are in a generational and philosophical struggle between older, closed systems and the new, open culture of the Internet. Despite the arrest of WikiLeaks founder Julian Assange, the publication of secret documents continues around the world, and citizens are demanding more accountability from government leaders and corporate executives.”

If you talk smack about being able to deliver x, y, and z and don’t, unsatisfied customers will spread that across their social networks like twitter.

Here’s an example – I tried to get support for a product that I brought, the organisation claimed that they provided “killer support”. I tried to access support through traditional channels but got little support or response. I decided to use Social Media to illicit a response. See the screen shots below.

After all that I was asked to “consider reverting or updating” my tweet as “Each bad social word hangs over” them forever. If you talk about providing “Killer Support” and do not it will catch up with you. Social media transparency. Another pointed quote from the same article –

“Someday you’ll be busted. Anything you do will be known. Social media’s gonna get you, and if you’re lying we’re gonna know,”

Kevin Roberts the CEO of Saatchi (in this video) talks about the need to develop an intimate understanding of  your user / customers. From my point of view (again something that I have posted about recently) it all about customer / end user experience. If really understand what your end user / customer is about or what they need and want you will be better able to craft engaging positive experiences that they will rave about . No BS.

Word.

Link to the full Forbes story – http://blogs.forbes.com/csr/2011/07/12/transparency-social-media-is-forcing-you-to-tell-the-truth/

Social media proof

in my corner of the world sometimes it seems as though the effects of social media are or were a way off. I base this on conversations that I have had with with friends and family, sure everyone uses Facebook that’s a give-in. As soon as I mention the likes of Twitter, Foursquare, Flickr, or even Google + all I get is bamboozled looks like “what the hell”. Then I have to describe and explain what they are and why they are so awesome and useful.

I know and understand the value of social media especially when you add mobile into the mix. Over the last couple of weeks I have had proof that it is relevant, even in New Zealand.

As they say a picture can convey 1000 words, follow the below images –

As you can see, a customer has shared their experience with a business using social media. From right inline at a store using mobile web, this is point of influence. If someone from NZ Post was listening, or if they had a decent mobile / social media strategy they could react quickly to ‘real-time’ customer experiences. This in turn would increase customer satisfaction and help to increase positive customer experiences, your customers would spread the word about their experiences with their friends and family, “I had a really good experience at NZ Post , I tweeted about my experience and they reacted”. The very least if they were listening they could have responded and showed their customers that their concerns are valued.

Erik Qualman in his book Socialnomics said this about the value of social media feedback “effective companies and people relish critical online feedback. They use this information to make themselves more competitive by improving their products and services in the eyes of the consumer.” It’s not that hard to listen and engage with customers using social media, get a strategy and get moving.

If you need some help you could contact the awesome folk at Radian 6 who will help you effectively get on the pulse of your social media monitoring needs.

Word.