The past week has presented the Wrap with an embarrassment of riches. The challenge: Which items to include? To see the abundance of stories from which I had to choose, visit my link blog, where I collect stories and posts for consideration in the Wrap and on my podcast. The link blog is at LinksFromShel.tumblr.com.
How to generate buzz? Extraordinary customer service will do it
We are so accustomed to lackluster customer service that when somebody steps up and delivers exceptional service, it’s noteworthy. It’s also frequently not that hard. Consider the response from a LEGO customer service rep to an eight-year-old who wrote in Read More »
There are companies that talk about becoming a social enterprise. Then there are those that invest in it. Dell’s investment has resulted in multiple patent applications for technologies designed to be used just internally.
The tool—Social Net Advocacy (SNA)—was on display last month at Dell World 2012 in Austin. I had a chance to spend some time with Marketing Decision Sciences and Social Media Analytics Executive Director Raj Narang (left) and Social Media Marketing Director Munish Gupta, who gave me an in-depth demo of the tool.
Data from several social sources are fed into the tool, which provides insights into customer sentiment Read More »
The weekend is upon us; let’s wrap up the week gone by. I collect all the items I consider sharing here on a link blog at LinksFromShel; it’s also where I draw some inspiration for blog posts and the material I’ll cover in my podcast. You’re always welcome to add it to your resources.
Time delay may be applied to State Department posts
All the research tells us that clear policies and training are the best way to avoid problems with employees engaging in social media. Evidently nobody shared that information at the U.S. State Department, which may opt instead to subject anything a staff member writes for any social media channel to at Read More »
(c) Can Stock PhotoIt’s time to wrap up the week with a look at some news and other posts that caught my eye. The complete listing of items I’ve bookmarked from which to select Friday Wrap items is, as always, at LinksFromShel.tumblr.com.
Election results secure Big Data’s place; are you ready?
There was no hope that I’d be able to produce this Friday’s Wrap without some reference to Tuesday’s U.S. presidential election. The role Big Data played in President Obama’s victory is important to review, regardless of which candidate you supported, or even if you’re outside the U.S. and really don’t give a damn. In a Time Magazine piece, Read More »
The rise of social technologies is shining an ever-brighter spotlight on subject matter experts (SMEs). I’ve written recently about the University of Toronto focusing its journalism training effort on SMEs. Last week, while attending the launch of Cisco Systems’ Social Media Listening Center, I found the company had trained 1,500 SMEs to engage in social channels on the company’s behalf, including responding to queries forwarded to them by Listening Center staff based on their area of expertise.
Cisco Systems unveiled its Social Media Listening Center at its San Jose, California-based Executive Briefing Center on October 24. The six interactive touchscreens display a variety of data visualizations—such as heat maps and word clouds—that help present a picture of the social media conversation as it relates to Cisco Systems. What visitors see, however, is just a glimpse at the processes and systems that Cisco has developed and deployed throughout the organization.
In this FIR interview, co-host Shel Holtz chats with Jeanette K. Gibson, Charlie Treadwell and Nancy Rivas about the listening command center—both the part that’s Read More »