Social Media | It's Digital Marketing

The Good, the Bad and the Ugly of Customer Service via Twitter

28 July 2010

What’s worse – not providing customer service or providing poor customer service? That’s a question I’ve pondered recently as a consumer, whilst experimenting with utilising Twitter as a means of contacting brands when I’ve needed assistance. It’s been an interesting and varied experience, something we as marketers should consider for our own businesses. You don’t need me to tell you times are changing. With the prolific adoption of social media, companies that are not monitoring brand mentions are missing a huge opportunity to serve their customers or to build / repair their reputations. The conversations about your brand are happening in the social space whether you like it or not. Making like an ostrich and sticking your head in the sand is not going to make it go away.

Top 10 It’s Digital Marketing Posts of 2009

2 January 2010

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photo credit: coquetboy And that was 2009. Hopefully yours was a good one, it certainly was for me. On reflection, much happened in 2009 – both from a personal and web perspective. So much, in fact, it’s hard to imagine it all happened in just 365 days. I felt like I learnt a lot this [...]

Social Media Innovation

9 October 2009

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Now is the time to innovate, not stick your head in the sand and wait for the storm to pass by. That is the theme of my article on social media innovation in this quarter’s edition of Figaro Digital Magazine. The takeaway thought from the article was that whilst budgets are being cut left, right [...]

Twitter killed the blogging star

21 July 2009

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Has Twitter killed long form blog writing? Is ‘traditional’ blogging already redundant in this micro-blog world? Is it convenience that makes us tweet rather than blog or is it lack of something to say? Has today’s bite sized dumbed down media reduced our attention span to the point we can’t focus beyond 140 characters anymore? [...]

Twitter statistics: UK traffic increased 22-fold in year

24 June 2009

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Robin Goad, Research Director of Hitwise UK revealed some interesting statistics regarding the growth of Twitter today. Writing on his Hitwise blog, Goad reported UK traffic to the micro-blogging site has increased 22-fold in the last 12 months. That growth has meant that Twitter.com has leapt from the 969th most visited site (May '08) in the UK to 38th (May '09). The most impressive aspect of that growth is the fact that 93% of it has come in the first five months of 2009 alone. As Goad rightly pointed out, that number in all likelihood should be even higher if you factor in the vast number of third party applications such as Seesmic, Tweetdeck and Twitterific that people use to access Twitter remotely.

Google Profiles to take on Monster.com in job market?

7 May 2009

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Depending on your Twitter Follow list, you may have already seen the buzz over changes to Google Profiles recently. Whilst the product has been around for a while (in relative obscurity), two recent announcements have fixed the spotlight firmly upon it. First off was a relatively low key announcement a few weeks ago, revealing that you could personalize your Google Profile URL to include your name (nicely termed a vanity URL). Then followed an announcement that Profiles are to start appearing in the Google search listings. Cue a whole bunch of savvy people flocking to Google to ensure they could secure their ideal vanity url before someone sharing their name (or a cybersquatter) grabbed it. The news from Danny Sullivan that Google Profiles pass PageRank might just have contributed to the rush. Since then there has been a lot of speculation regarding Google’s intent with its Profiles. A popular theory is that it is the start of a manoeuvre to take on the social network giants, Facebook and LinkedIn. There are many arguments for and against such theories, but it would certainly be quite a feat to unseat either colossus when you consider their size and integration into their users’ lives. So what else could Google Profiles become?

10 Signs You’re Addicted To Twitter

25 March 2009

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"My name is @garyr0binson and I’m a Twitterholic" Okay, maybe not, but you have to admit, it can get very addictive. Who hasn’t found themselves saying to someone “be with you in a minute, just need to check something first…”? C’mon, @leeodden, @yoast, @the_gman or @scobleizer or @avinashkaushik might have just tweeted something I need to know right now. Now obviously I’m not saying the following signs are all from my symptoms, but let’s just say I would score pretty highly if we checked. Let me know of any others you have experienced, so we can draw up an early warning checklist for those that can still be saved.

Ryanair Cheap Flights and Cheap Service

24 February 2009

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Oh dear. I guess the folks over at Ryanair, the cheap flights specialist, haven’t been doing much reading on the power of self publishing and social media lately. It’s the only way you could really explain the two-feet-firmly-in-mouth approach to their public relations over the past week. If you’re not familiar with the story, it [...]

Free Advanced Twitter Power Guide

7 January 2009

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In my quest to understand Twitter, I’ve discovered two things – 1) a great resource in the Marketing Over Coffee podcast by John Wall and Christopher Penn and 2) a revealing – and free – Twitter Power Guide by the aforementioned Mr Penn. The podcast in itself is great listening and it’s given me something [...]

What’s the point of Twitter?

5 January 2009

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That’s the question that started me down the route of this blog. Prompted by a speaker’s comment at November’s IAB Engage 2008 Conference in London, I scribbled the following note down in my complementary pad… What’s the point of Twitter? I had no idea really. For me, it seemed like another social media fad. Something [...]

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The Good, the Bad and the Ugly of Customer Service via Twitter

Top 10 It’s Digital Marketing Posts of 2009

Social Media Innovation

Twitter killed the blogging star

Twitter statistics: UK traffic increased 22-fold in year

Google Profiles to take on Monster.com in job market?

10 Signs You’re Addicted To Twitter

Ryanair Cheap Flights and Cheap Service

Free Advanced Twitter Power Guide

What’s the point of Twitter?

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