Measuring influence online
People talk about your brand everywhere online. A search in Google would find hundreds if not thousands of places where people are talking about or commenting on your brand. You could be mistaken for...
View ArticleSocial media metrics
Next week I’m speaking at the SocialMediaInfluence conference in London on Measuring Influence and Audience online. It’s a tricky subject and looking around today I have been unable to find any...
View ArticleThe new social order: Trends and opportunities in social software
There’s a great article over at MyCustomer.com about how social networks and online communities can add value to the customer experience (see article here), building on a recent report by the 451...
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The power of customer advocacy in a social media crisis
Image by PhotoGraham via Flickr Every brand with a Facebook page is at risk of a social media crisis. It could arise from any number of scenarios – from ostensibly innocuous customer complaints to a...
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Social media perks – how @ChilternRailway rewards its regular customers
Earlier this year I wrote about how Chiltern Railways were using twitter for customer service. Aside from their responsive Twitter account, I was also impressed by the company’s use of foursquare to...
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