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Mind the Social Media Gap

This article first appeared in the PointZero magazine, issue 2 October 2009.
It is often said that marketing helps consumers decide which product they should buy, and the customer service and operations department of any company is where this work can come undone in a flash.
As rightly identified by Dave Evans in a recent post titled [...]

By Andrew Grill | Posted October 16, 2009 in social media | Tagged customer service, Dave Carroll, Dave Evans, engage, facebook, integrate, learn, listen, listen learn engage integrate, marketing, mind the gap, operations, pointzero, social business, social media, social media advertising, social media metrics, social media monitoring, social media platform, social thermometer, twitter, United, united breaks guitars | Comments (7)

Why call centres need to embrace twitter & IM for customer suppport

Like many people in the UK, from time to time I have to call a support line for an internet or mobile / service provider about some sort of problem.
I am sure I am not alone at dreading the thought of making this call – being put on hold, having to push 1, 2 etc and [...]

By Andrew Grill | Posted September 15, 2009 in customer service | Tagged @BTCare, brands using social media, british telecom, bt, BT initiative, channel effectiveness, customer care, customer interaction, customer support, forward thinking, gotoassist, instant messaging, IVR, listen learn engage integrate, new ways, twitter | Comments (16)

Listen, Learn, Engage and Integrate – 4 rules for brands using social media Part 1

I have been fairly quiet on the blogging front of late (inversely more active on twitter), but in between posts I have been spending a lot of time talking to large, well known companies about their social media strategy. Like many in the mainstream press, I keep reading that social media / Twitter / Facebook [...]

By Andrew Grill | Posted September 14, 2009 in featured, social media | Tagged acision, advertising 2020, brands using social media, Campaign magazine, competitive advantage, education, engage, facebook, financial times.miltinational brands, future trends in advertising, integrate, learn, listen learn engage integrate, lsiten, mainstream, marketing degree, marketing education, measure, media strategy, new models, Nicholas Negroponte, ogilvy, Omnicam Media, peer advocacy, Philippa Brown, rules for social media, social media, social media expert, social media strategy, social networking, step change, twitter, United Airlines, united breaks guitars | Comments (51)