Andy on Twitter

  • Looking forward to the next edition worth subscribing to print and online newsletter,
  • Good tips for fundraising. But, first step is to understand how ready you are by getting everything investors need… ,
  • Great tips from a deal maker and good observations on use of machines learning and AI to build better services… ,
  • Great read - love that is smashes the rampant ageism and myth of youth ... Alan Patricof: An Ageless VC Makes a Spl… ,
  • Some of the best music you'll ever listen too... stacked-up and ready to stream ,
  • Warm up for the Sydney to Hobart. ,
  • The power of brand influencers - interesting read. Interested in views on their methodology - might work for US mar… ,
  • Very clever... A Microsoft Excel Artist ,
  • While the problem underlying M&A integration is big, Material Information Platforms implemented pre-transaction wil… ,
  • Wow... t/sheets acquired by Intuit ,
  • Way to start the morning. Beautiful Balmoral.. Balmoral Sailing Club ,
  • Bank inquiry puts global investment at risk: Westpac's David Lindberg.. spot on ,
  • Why are taxi apps so appalling. Slow, lousy interface, freeze... hopeless attempt to satisfy customers and so easily fixed,
  • should give us the option of only accepting drivers who aren’t on a job. Stop “forcing” drivers to take a job while on a job. ,
  • National looks more desperate every day. NZ is lucky to have a leader with this much experience. ,
  • Connect

Is Social Media Monitoring Snake Oil?

No. No. And no again.

We couldn’t live without it. Skipping aside all the communications necessities – like, how can you participate in the conversation if you aren’t aware of it? There are vital business requirements.

Take customer service and support. Without the monitoring, how would our customer service and support teams understand where a customer is troubled or in need? The assumption they are going to phone is flawed in a world where they are recording their lifestream in minutes if not seconds.

If the statement is: “some of the technology that is used for social media monitoring is snake oil”, then there might be an element of truth to that. We use a range of providers – ranging from high-end apps through Google. In between sit hundreds of folks looking to hitch their wagon to social media.

One critical delineator is “monitoring” vs. “measurement”. Big difference. We monitor the stream surrounding Dell and our brands. We also seek to measure the impact of our programs and activity. Those without monitoring will loose competitive advantage as much as they loose insight. Those without measurement run the risk of misguided strategy and lack of business relevance.

Thanks to Ed for the tweet

2 Responses

  1. By Myrna on September 16th, 2012 at 1:28 pm

    Hey, I clicked to your blog by error when I was bnwisorg Yahoo for something off topic here. However, I must say your blog is crazy helpful. I really like the theme and the content on here. Thank you for keeping me procrastinating from my original assignment, lol.

Speak Up — Add Your Thoughts

Connections

  • Connect
How did you connect?   [?]
Indulgences-Coffee