Concepts Marketing

Retailers Fail to Respond to Facebook Complaints; Other Sites Matter Though

2011-11-14T23:41:00.011-05:00

Several sources, including Huffington Post, cite a Reuters article highlighting a recent study about the percent of Facebook complaints retailers fail to respond to. The study revealed that Kroger responded to the fewest Facebook complaints. Other retailers, such as Wal-Mart and Macy's, responded to some.

Many retailers recognize the importance of responding to Facebook complaints; however, they are currently developing tools and processes making it easier to facilitate communication through social media channels.

Facebook tends to receive the bulk of attention from retailers looking to capitalize on social media to enhance the shopping experience. More than 147 million U.S. consumers visit Facebook.com each month (Source: Quantcast.com). Given that, companies should to find ways to service customer complaints emerging on the popular social media site. Other social media sites receiving notable website traffic exist though. As a result, retail marketers should consider monitoring complaints appearing on social media sites like the following:

Retail discussion forums (e.g., Weusecoupons.com)

Twitter

Blogs (e.g., Retaildoc.com)

Review sites (e.g., Dozenshopping.com)

FourSquare (e.g., "Macy's Sucks" post via FourSquare)

YouTube (e.g., "Best Buy Sucks" videos)

Companies should monitor complaints appearing on other social media sites, not just Facebook. Keeping an open dialogue with customers, regardless of the social media platform, will ultimately help mitigate the potential for a complaint to go unresolved.

Should the Skyline Chili Crosstown Shootout be Sponsored by P&G's Puffs?

2011-01-08T09:21:00.005-05:00

Being from Cincinnati, I can assure you there is no greater college basketball rivalry than the Xavier Musketeers and UC (University of Cincinnati) Bearcats. These two teams play each other in the Skyline Chili Crosstown Shootout every year. UC beat Xavier 66-46 this year.

I have some sympathy for Xavier fans, so I am offering a Puffs tissue so they can wipe their tears away from the loss.

On another note, I found an interesting correlation between blog postings about Xavier and tissue paper (see graph below). Could this indicate an opportunity for Cincinnati's own Proctor and Gamble (P&G) to sponsor the event in the future? I think the "Puffs Tissue Crosstown Shootout" has a nice ring to it. Fans rooting for the losing team could get free tissue paper after the game.

Don't worry Xavier fans. I say these things jokingly. Or am I?

Do you have any thoughts on the graph above? Feel free to comment.

Social Media Predictions in 2011

2011-01-01T11:24:00.007-05:00

Last year I wrote a blog posting, Social Media Predictions in 2010, on New Year's Day 2010. Given that, it only makes sense that I review last year's predictions while offering several for 2011.

2010: Year in Review

2010's predictions consisted of the following:

Mobile News Apps will Gain Popularity
Mobile Usage Increases in 2010
Video Blogging Increases and Gains Popularity
E-mail will become more "Real-Time"

A few of my predictions for 2010 held true, while others did not. The success of the iPad, iPhone 4G and Droid X mobile devices was attributed to the growing popularity of apps. In fact, I recently switched from a Blackberry Storm ll to a Motorola Droid X based on the number of apps available. Numerous apps allowing consumers to view news content on their mobile devices became available this past year. 2010 holiday promotions for reading devices, such as the Amazon Kindle, illustrated consumers have an appetite for reading on the go.

Mobile usage increased in 2010, according to some sources.

News about Facebook beating Google in website traffic also revealed YouTube's popularity as a top five site, in terms of web traffic.

My prediction of e-mail becoming more "real time" dwindled with the short lifespan of Google Wave. All is not lost though. Video and e-mail are predicted to drive social media in 2011.

2010 Conclusion

Based on the above, my 2010 predictions were not a complete disaster. Perhaps my biggest oversight pertained to geolocation services. I did not include any prediction about geolocation services, despite website traffic to Foursquare increasing significantly. I made sure to redeem myself with a blog posting titled, "Intro to Geosocial Networking for Marketers" in April 2010.

Overall, 2010 was a year of mixed successes as it pertained to my social media predictions. Fortunately, I am not going to let that stop me from going out on a limb in 2011.

2011 Social Media Predictions:

2010 placed a lot of economic demands on people. It was no different in the social media landscape where Facebook battled Google to become the leading site for website traffic. The claim for most website traffic will continue throughout 2011, but I think Facebook will hold the title throughout 2011. This is largely due to the Facebook bringing out the best aspects of search, social media and marketing. Facebook's unveiling of E-mail should more than solidify its position as the leading site in 2011.

I have several other predictions, besides Facebook retaining the number one position for website traffic in 2011. These include the following:

Tumblr will emerge to help rejuvenate blogging; Twitter will need to modify its business model as a result - Tumblr .com is gaining website traffic at an alarming rate. It could overtake Twitter at some point in 2011. Several bloggers already point out why Twitter users should switch to Tumblr. Twitter will not being going away in 2011; however, it will need to modify its business model due to increased competition from social networks like Tumblr.

Mobile advertising spending will double in 2011 - It is estimated that total mobile advertising spending will reach $11-$20 billion. This is up from $6.5 billion in 2010. The advent of geolocation services in 2010 will further refine where mobile advertising dollars are spent.

Mobile photos will catch on - Ben Parr of Mashable.com published his own predictions for social networks in 2011. Among those include the growing popularity of mobile photos. Ben says, "While social photography is nothing new (Flickr and Facebook dominate), mobile photography is just beginning to blossom, thanks to apps like Instagram, PicPlz, Path, and Dailybooth. Other services like Tumblr, Gowalla, Posterous and most recently Foursquare are only pushing the trend further. 2011 will be the year mobile photo sharing becomes all the rage. These services will hit critical mass as smartphone users install apps in order to keep up with their friends."

I hope everyone likes my predictions. Hopefully a few of these will come to fruition. If not, I'll be here January 1, 2012 owning up to my miscalculations. And like many people, I'll be starting over. What are your predictions for social media in 2011? I'd love to hear.

New DROIDX will make blogging easier

2010-12-25T14:55:00.002-05:00

I got the new DROIDX for Christmas 2010. I find this device to be truly phenomenal and a huge upgrade over my former Blackberry Storm ll. I like the Andro Blogger application as well. I think this unique application will help tremendously with blogging on the go in 2011.

Media and Entertainment Peaks Consumers’ Interest, but not for Long

2010-11-01T18:18:00.003-04:00

Media and entertainment are a big part of our lives. It is often the one thing many of us have in common. Music, sports, technology and television contribute to entertainment within our lives. And for the most part, gaming is entertainment. The popularity of next generation consoles, including Xbox 360 PlayStation 3 and Nintendo Wii, has enhanced the entertainment value through increased social interaction. Millions of gamers load up to play their favorite games every day. In doing so, players engage in live chat or converse over microphones. The growing popularity of games, like the Halo saga, is fueling this need for increased social interaction.

Halo: Reach has received many accolades for its outstanding gameplay and graphics. Halo: Reach is considered a profound and influential game. Mashable.com found the game most impressive. In fact, Mashable.com reported Halo: Reach gaming statistics made available through Bungie.net. Perhaps the most interesting statistic pertains to the fact that gamers exhausted more than 2,000 years in live game sessions within the first week of Halo: Reach being launched. On top of that, some sources claimed Halo: Reach will be the game of the decade.

Understanding the impact of Halo: Reach requires a further understanding about media and entertainment in general. How much buzz do recent released games receive compared to other entertainment options, especially during an event or at launch? Furthermore, does Halo: Reach even receive more online buzz than other major games released over the past year? A quick search using NM Incite’s BuzzMetrics tool offers some insights. The graph below depicts online buzz two weeks before and after a particular event occurred or product launched.

As we see here, Super Bowl XL IV receives the most online buzz prior to the main event, Super Bowl Sunday on February 7, 2010. Online buzz for the iPad built up prior to launch and extended about a week before dwindling down. In terms of games, Call of Duty: Modern Warfare ll receives more pre and post launch buzz than Halo: Reach. The pie graph below shows the trended data above from a different perspective. Similar to the graph above, it looks at the percentage of discussion that each entertainment option receives within two weeks of its event or launch date.

Here we can see that the iPad receives the most buzz around its official launch, which occurred on April 3, 2010. Halo: Reach receives more buzz than Madden 2011, but it only receives about a third of Call of Duty: Modern Warfare ll.

Halo: Reach is a great game in its own rights. It offers a compelling storyline, excellent gameplay and wonderful graphics. Despite its hype, it is clear that Halo: Reach does not receive as much online buzz as other entertainment options, including other games such as Call of Duty: Modern Warfare ll. It appears to be much more of a middle-of-the-pack entertainment option, receiving buzz levels closer to that of Justin Bieber’s recent album released, My World 2.0. While the longevity of the Halo saga illustrates its popularity among gamers, online buzz for Halo: Reach does not “reach” as high as many may have thought.

Similar to other media and entertainment options, Halo: Reach buzz begins to rise and lower within a week of launch. This begs a few questions. What can marketers do to help create and sustain buzz during pre and post launch phases?

Creating buzz during pre-launch is somewhat easier than post-launch; this is due to the consumers’ anticipation of an upcoming event or product launch. Unfortunately, few products or events take advantage of this scenario. Online buzz for products and events in the trend graph above does not begin to rise noticeably until a week or so from launch. Marketers can help create increase pre-launch buzz by participating in industry-related events (e.g., Consumer Electronics Show), releasing interesting product information at specific intervals, inviting consumers to participate in live demo sessions, creating microsites, identifying opinion leaders and getting them on-board early, taking pre-orders, and turning a product launch into an event.

Sustaining buzz post-launch requires a different set of techniques. Some of the better known approaches include making additional content available at specific intervals post-launch, creating online communities and participating in social media discussion.

Media and entertainment are an important part of consumers’ lives. The growing number of entertainment options means it will be harder for marketers to get their message through the clutter. Implementing a plan to foster and nurture buzz before and after launch should be a key component of any entertainment marketing strategy. Such efforts could help sustain buzz and the product life cycle beyond anticipated timeframes.

Marketers Express Interest in Location Tracking Services

2010-09-11T22:08:00.004-04:00

Adrianne Jeffries on Read Write Web posted a good read on the growing popularity of location-based services. Jeffries points out several reasons contributing to the growth of location-based marketing, including:

Growing usage of mobile devices
Excitement around location-based tracking
Ability to measure ROI (Return on Investment

Jeffries warns that location-based ads are currently in the honeymoon stage. Consumers and marketers may find location-based ads less appealing over time. While the emergence of the geolocation market segment is exciting, taking baby steps may be the best approach for consumers and marketers.

Smart Phone Growth Fuels Mobile Banking Buzz

2010-08-26T08:35:00.000-04:00

Smart Phone Growth Fuels Mobile Banking Buzz

Customer Service Trumps Social Media Still

2010-08-24T09:49:00.002-04:00

Old Spice Commercials

2010-08-02T23:21:00.001-04:00

Has everyone seen these Old Spice commercials? I think they're hilarious!

You can see more of these on YouTube!

Top Five Social Media Marketing Mistakes

2010-06-21T13:57:00.002-04:00

Business Week posts an interesting list of the top 5 social media marketing mistakes.

Businesses Look for Ways to Reward Customers using Foursquare

2010-06-14T20:15:00.007-04:00

Foursquare is an emerging social media tool businesses are trying to figure out. Two popular ways businesses can leverage Foursquare include monitoring "check ins" and tracking consumers who are awarded the title of "mayor."

There has been some recent skepticism over best practices for taking advantage of Foursquare, especially in terms of rewarding the "mayor."

Unfortunately, only one person can be awarded the title of "mayor" for a particular location at a time. Rewarding the "mayor" of a particular establishment limits the benefits associated with other customers who "check in" frequently. Fortunately, some companies are looking beyond only rewarding the "mayor" of their business though. Many businesses are utilizing Foursquare by rewarding as many customers as possible. This is accomplished by offering discounts to all consumers "checking in." For example, some local restaurants are promoting happy hour discounts for all customers who "check in" between certain hours (e.g., 1PM - 3PM) versus simply rewarding the "mayor."

Do you have any other great ideas about ways businesses can use Foursquare? Feel free to leave a question or comment regarding your experiences marketing through Foursquare.

Can Social Media Save the Day?

2010-06-11T17:07:00.004-04:00

Kristi Hines of Social Media Examiner offers some great insight regarding the benefits of using social media manage a crisis. She provides several ways companies can leverage Facebook, Twitter and YouTube when problems arise.

Personally, I think social media is a great tool for managing a crisis as long as a company is upfront and transparent. What are your thoughts on companies using social media for crisis management?

Best Practices for Engaging Influencers

2010-06-10T17:41:00.004-04:00

Reaching out to influential people online can be difficult for almost any brand. Fortunately, there are a few steps a brand or marketer can follow to simplify the process. These include:

Look at your company, not your favorite blogger - Find out who your top customers are and who influences them first. Also, review internal databases for potential influencers currently doing business with your company.
Identify what you can offer influencers - Engaging influencers goes both ways. A company should bring something to the table if it wants to partner with an influencer. Do not worry if you have a small budget. A company does not need to offer monetary rewards; however, be prepared to give influencers the chance to reach new audiences or give them access to valuable information.
Consistency is the key - Many outreach programs fail due to marketers desires to meet short-terms marketing goals. Implement long term plans to help foster and develop relationships with influential consumers.

Source: SmartBlog

Do you like these tips? Feel free to leave ask a question or leave a comment.

Quick Twitter Search Tips

2010-06-09T18:32:00.003-04:00

Here are a few good sites for marketers who want to use Twitter search to help promote content:

Replyz - This site is still in beta, but makes it easy for marketers to find questions Twitter users are asking.
Key Relevance - This tool allows marketers to build tools to monitor Twitter queries.
Ice Rocket - Ice Rocket lets marketers review Twitter results in through real-time search.

Please let me know what you think of these Twitter search tools.

Source: PC World

Should Social Marketers Share Results?

2010-06-08T12:47:00.003-04:00

Charlotte McEleny on New Media Age questions whether social marketers should share results. I think Charlotte does a good job answering this tough question. In fact, her response supports what I learned in a recent technology management course in my MBA program. A key takeaway from the course was that companies can profit more through information and technology sharing (e.g., Toyota licenses its hybrid technology to Ford).

Lastminute.com reported that it is aiming for £2m revenue from social media. Charlotte feels marketers need to start being more open about their return on investment, similar to Lastminute.com. Only by making return on investment information public, McEleny argues, will social marketers be able to ensure their industry's long-term growth.

2010-06-07T19:50:00.002-04:00

Advertising Age reports Fox selling 80% of Super Bowl ads already. For comparison, CBS sold 70% of ads for the 2010 Super Bowl by September 2009. NBC sold roughly 30% of its Super Bowl ads in 2008 through upfront sales in early June 2008.

Source: http://adage.com/mediaworks/article?article_id=144304

Intro to Geosocial Networking for Marketers

2010-04-12T20:13:00.007-04:00

Introduction to Geosocial Networking Services

Geosocial networking services let users connect with friends and update their locations through web and mobile applications. Foursquare and Gowalla are among the most popular geosocial networking sites being discussed right now. Two other geosocial services include Loopt and Brightkite.

Online Buzz Trends for Top Geosocial Services

N = 812,634,206 total online messages from discussion communities, blogs, Usenet groups and Microblogs July 1, 2009 – February 28 2010
N = 74,463 for Foursquare; N = 9,859 for Gowalla; N = 5,590 for Loopt; N = 3,775 for Brightkite

Buzz Volume for Top Geosocial Services

Geosocial Services Overview

Foursquare receives the most discussion compared to alternative geosocial networking services. Consumers like Foursquare’s user interface compared to alternatives.

Gowalla’s location-based information is crowdsourced, which has allowed the app to gain traction quickly in places around the world. Gowalla is viewed positively for being available in more locations, but lacks the gameplay and conversationality available though Foursquare. Being able to “check in” is a central concept to most geosocial networking services, and some users feel that Gowalla’s forced reliance on GPS makes “check in” more difficult.
Despite Gowalla’s superior availability, Foursquare receives more website traffic and online discussion because of a better user interface and experience.

Brightkite receives less online discussion than Gowalla, but more website traffic. This is be due to Brightkite’s ease of use. Users may “check in” via text messaging or mobile application.
Similar to Gowalla, Loopt provides a cellphone-based GPS sharing system allowing users to visualize each other.

Loopt offers a unique Journal widget displaying a user’s updates, and photos visually. Loopt has encountered some recent problems with SMS invitation issues.

Limited social interaction is a moot point for most geosocial networking services at this time.

Website Traffic for Top Geosocial Networking Services

Source: Nielsen Net Ratings

Service Comparisons

Snapshot: Foursquare vs. Gowalla

Foursquare

Points are awarded for “checking in” at specific locations. Users can have their Twitter and Facebook accounts updated every time they “check in”. Users can earn badges by “checking in” at locations frequently. Users may be crowned “Mayor” of a place if they
“check in” more times than anyone else. Foursquare users are able to create “To Do” lists for their private use and add “Tips” for places visited.

Gowalla

Similar to Foursquare, users “check in” from places in their local vicinity. Visitors are rewarded by receiving awards from a “check in”. Items may be developed to for promotional use.
A key feature of Gowalla is being able to track “Spots” and “Trips” (e.g., Nature Hikes or Pub Crawls). Certain users receive an elevated status level, Street Team Elite (STE). Members of STE are given special access to additional features.

Consumer Perceptions toward Geosocial Networking Sites

Geosocial sites are gaining popularity, but consumers feel there is room to grow. Sites such as Foursquare and Gowalla are deemed to be more appropriate for displaying personal information than blogs. However, consumers are looking for easier ways to communicate their whereabouts and personal thoughts on geosocial networks (e.g., SMS). Additionally, consumers are looking for more social interaction.

A small number of consumers express safety concerns associated with geosocial networking. These concerns arise from fear of constantly letting too many people knowing their whereabouts.

Despite Gowalla’s superior technology, consumers currently prefer Foursquare. Consumers’ tendencies to use Foursquare over alternatives are based on ease of use and perceptions that Foursquare is simply more well-known.

Sample Verbatim

"Thanks! I wish there was a way to check in on line or via sms"
http://discussion.treocentral.com/webos-apps-software/225789-what-happend-foursquare.html, 2010-01-28

“However, automatically blogging all my tweets each week picks up a lot of content that isn’t really relevant to readers of my blog e.g. foursquare updates, personal updates about my life and a lot of retweets (which are fine within Twitter but they feel less appropriate in a blog post).”
http://davidlanger.co.uk/2010/01/05/davids-top-5-twitter-weekly-updates-522009, 2010-01-04

“I’m using both and Foursquare has a lot more users, has better info for the places I go (admittedly mostly in SF or surrounding areas, which is one of the cities that it has in it) and is more fun to play.
Gowalla has more cities, forces you to use GPS (made it tough to check in in a few places where GPS wasn’t available) and I don’t like the UI as much (although I admit there are probably some who like it better).
Who will win long term? I think Foursquare will. Why? The gameplay and conversationality of the game are superior. I see people on Twitter talking about Foursquare all the time. “Just became ‘mayor’ of xxxxxx.” I rarely see people talk about Gowalla. The virality just isn’t there.”
http://gigaom.com/2009/10/14/gowalla-vs-foursquare-who-will-win/, 2009-10-15

“Being playing around with the Foursquare the social “location tagging” service and I’ve been loving it…..BUT!
Nobody seems to know what the hell they are doing with it. Other than clocking points and becoming the mayor of your most visited locations I have seen very little sign of social interaction.”
http://smlp.co.uk/blog/2010/01/20/%e2%80%9ccheck-in%e2%80%9d-the-cupboard-under-the-stairs, 2010-01-20

Marketing Insights

Several companies have been able to leverage the growing popularity of geosocial networking sites. For instance, Pepsi sponsored a cause-related campaign that awarded $0.04 to Camp Interactive for every point New York City users added to the Foursquare points leaderboard.

Tapping into the potential of geosocial networking sites is very easy. Some companies already use geosocial sites to remind consumers about products or engage customers.
The Wynn Las Vegas uses Foursquare by engaging with “checked in” guests. Wynn is using Foursquare to help improve the customer experience (Mashable, 2010). Other companies offer special “brand badges” to loyal customers. In fact, Starbucks awards a barista badge to customers who “check in” often. Additional ways companies can leverage geosocial networking sites are listed below.

Marketing Recommendations

• Engage customers who frequently “check in” through a particular geosocial networking service
• Create cause-related campaigns that encourage consumers to participate by “checking in” at certain locations
• Offer recommendations to customers “checking in.” For example, a local restaurant chain may communicate special promotions through Foursquare to customers as they arrive
• Communicate with customers who frequently “check in”; Offer discounts, or coupons to loyal customers
• Sponsor a leaderboard
• Make Facebook pages associated with “check in” locations or special events
• Award customers with special “brand” badges for “checking in”
• Reward frequent customers participating in current loyalty programs (e.g., Kroger Plus Card) with additional value for “checking in”

Conclusion:

Geosocial networking sites are relatively new, but gaining popularity. They are becoming an important tool for businesses. Geosocial networking services may prove most useful in building and maintaining customer relationships and brand loyalty.

DIRECTV "Improve the Price" Ad

2010-02-21T11:57:00.001-05:00

This is one of my favorite ads!

Olympics Buzz Dominates!

2010-02-16T15:38:00.007-05:00

The Olympics dominated online buzz compared to the Daytona 500 and NBA All-Star game this past weekend. The Daytona 500 did manage to receive more buzz than the NBA All-Star game on Sunday, February 14, 2010 though.

Sports Buzz Trends

Despite receiving less buzz than the Olympics, Daytona 500 advertisers enjoyed higher brand recall and likeability.

My First Online Video

2010-01-30T20:22:00.002-05:00

Social Media Predictions in 2010

2010-01-01T11:31:00.006-05:00

I spent most of 2009 trying to acclimate myself managing time between family, work and school (I started classes to earn my MBA in 2009.) Unfortunately, I forgot to keep up with my blog. Given that, I want start off 2010 right by adding post to my blog on this wonderful New Year's Day!

The New Year brings lots of hope and joy for many people around the world. Last year's problems and events appear to be in the rear-view mirror as we march forward. New challenges and opportunities will arise in 2010. For me, I want to continue to learn more about the fascinating world of social media.

Social media had its fair share of challenges and obstacles in 2009. Former social media giant, Myspace.com, saw its website traffic lower. But the rise in popularity of Twitter, Google Wave and mobile applications in 2009 will give way to continued growth in 2010. Given that, I have a few social trends I'd like to predict for 2010.

Social Media Predictions in 2010

Mobile News Apps will Gain Popularity - Do I really think social media will replace current media outlets (e.g., CNN, ABC, Fox News, etc...)? No! But I do think social media will change the way we receive our news. A declining customer base has led to thousands of newspapers and media outlets closing their doors. Personally, I think media will find new ways to reach consumers in 2010. More mobile apps will be created so consumers can access news content easily from mobile devices in 2010. Additionally, I think media outlets will create apps to help consumers share data more efficiently.

Mobile Usage Increases in 2010- Given the current growth in cellular technology and usage, mobile usage will continue to increase. More people will be accessing the internet via mobile devices 2010. (Hey, I had to throw an easy prediction in here somewhere!)

Video Blogging Increases and Gains Popularity - You Tube's continued growth helps support my theory that video is the ultimate social media platform. I think the technology is still developing though. You Tube needs to find a better way for consumers to interact on the site (e.g., allow consumers to instant message when logged into YouTube). Overall, I think companies and consumers alike will begin to utilize video more on blogs and social media networks in 2010. If you think about it, almost every successful viral campaign has had a video component. Really, what is "Dove Evolution" without the video? Nothing? Exactly! Online video will be the bees neez of social media in 2010. Expanding the way people interact on YouTube (or an equivalent site) will be the key to longevity.

E-mail will become more "Real-Time" - The advent of tools like Google Wave bring a lot of promise to "real time" online discussion. E-mail will become the new "snail mail" by 2020 (maybe sooner).

I hope everyone likes my predictions. I tried to be a little bold, especially with video and e-mail. I simply added mobile apps in so I could get at least one of my predictions right. What are your predictions for social media in 2010? I'd love to hear.

Can Michael Vick and Tiger Woods Repair their Public Images by Winning?

2009-12-30T22:49:00.007-05:00

I'm not a Public Relations (PR) specialist, but winning may be the best way for Michael Vick and Tiger Woods to improve their public image. Alex Rodriguez certainly got a boost from winning the World Series. Similarly, I feel Vick and Woods would benefit from such successes.

In addition to sports-related accomplishments, I would like to see the following:

A). Vick should appear in a commercial speaking out against dog fighting DURING the Super Bowl. I haven't heard of Vick speaking out against dog fighting since signing with the Eagles.

B). Tiger Woods needs to take a page out of the Michael Vick and Alex Rodriguez books by interviewing on "60 Minutes" or with Katie Couric. I'd recommend staying away from Katie Couric since she always asks the tough questions.

Despite personal stumbles, both Alex Rodriguez and Tiger Woods receive increases in buzz late December 2009 for professional achievements. As we know, Alex Rodriguez's public persona has improved since winning the World Series. I think Vick and Woods would benefit from such professional achievements as well.

Turn the Tub Around - "I Can't Believe It's Not Butter" Infomercial

2009-12-19T23:34:00.003-05:00

My wife and I came across this "I Can't Believe It's Not Butter" infomercial on Dish Network channel 125. The video plays over and over continuously. The video is funny, but my wife are I are disappointed to be paying Dish Network for channels featuring infomercials about butter. Overall, we feel we should be getting more high-quality channels for our money.

I think the following comment sums up this video nicely. MissMousy60 on YouTube says, "This is very bizarre. An infomercial for a tub of butter."

Some Bold Economy Predictions Hold True

2009-09-25T20:52:00.006-04:00

I have a friend, Dody Bush, who made 20 bold predictions about the economy at the beginning of 2009. I thought I would go ahead review her assessment of the economy. I answer Dody's hypotheses using social media trends, statistics and supportive news stories.

Here is what she wrote. I list an answer below each prediction.

Hypothesis 1. More jobs will continue to be lost until mid-May. By May things will either get better or much worse.

Finding 1. Unemployment has been rising throughout 2009.

Hypothesis 2. Gold will be high. I am not expecting 1600 or 2k like some commenters, but the highs of 2008 are likely to occur again.

Finding 2. Gold topped $1,000 again since February.

Hypothesis 3. Food stamps will become a staple for getting food for more than 40% of American families, and consequentially will be a budget problem eventually.

Answer 3. US population 304,059,724 million. Number of people using food stamps is 34 million. Given those numbers, only 10% of the US population uses food stamps.

Hypothesis 4. Luxuries will remain “not desirable”. So if you are in the luxury business, add another line.

Answer 4. I think this depends on the product type. Starbucks made a profit in its recent fiscal 3rd quarter. Starbucks made a profit through cost cutting efforts primarily though.

5. Foreclosures will suddenly increase at the end of 2009 unless government intervention occurs.

Answer 5. This just came out today on Bloomberg. Home sales are up 0.7%. The government has intervened though by offering tax rebates for new home buyers.

6. Sewing will become “IN” again. That is “remaking” clothes.

Answer 6. Google trends suggests otherwise.

7. Beans and Rice in bulk will be seen as staples for America’s diet. Steak is so yesterday, except for rare treats like an Anniversary. Also expect potatoes, macaroni, tomato sauce, and PB and J’s to sell well.

Answer 7. More people might be buying beans and rice, but less people are talking about them.

8. Back to school shopping, will start to involve second hand stores for clothes. For the poor it will be patching up hand me downs.

Answer 8. I'll answer this question after I see Walmart's next quarterly figures.

9. Children will learn to be thankful for the awesome stuff you give on holidays…at least a little more.

Answer 9. This answer depends on how you define "awesome stuff." I love the optimism though.

10. Every teen having their own cell phone with text messages, will be drastically cut back. Expect prepaid for Emergencies only to be the thing parents do.

Answer 10. Teen cell phone ownership nearing adult numbers doesn't sound like cutting back to me.

11. Shoe cobblers will find their business increase

Answer 11. Shoe cobbler buzz is trending down.

12. Parents will start to pressure schools to remain open during holidays and possible weekends so kids can have free school lunch. (urban areas)

Answer 12. Schools should go year around in my opinion anyway.

13. Libraries will cut back hours or raise late fee fines just as more patrons come in due to budget cut backs.

Answer 13. This is sad but true.

14. Food staples will rise in price.

Answer 14. Inflation is trending down.

15. Treasuries will be sold off by other countries, causing our dollar’s value to dip. How much is anyone’s guess.

Answer 15. China isn't selling US and other treasuries. China's just not buying as much.

16. Gas prices will rise again. As this happens, more inflationary pressures will occur.

Answer 16. Gasbuddy.com says otherwise.

17. Towns and states will start laying off even more workers. The problems in California will hit Georgia, New York, Rhode Island, and various other states. At least 10 states will have to lay off drastically.

Answer 17. The state of Rhode Island just laid off 1,000 workers.

18. Court houses may shut down for longer furloughs on holidays, or not open for weeks at a time.

Answer 18. Budget cuts are affecting law enforcement everywhere.

19. Crime is headed up, but not way up.

Answer 19. Crime rates have fallen in some areas.

20. Gardening will become a new passion as people looking into new “Victory Gardens”.

Answer 20. Online buzz for gardening is trending down.

A quick review shows that Dody may have not been too far off with her predictions. At least half of her predictions are correct. I'm impressed that she took some initiative to make these predictions, despite not having a background in Economics. I certainly didn't make any bold predictions like these.

Feel free to reach out to me if you have any questions or comments regarding my responses. You can find out more about Dody by reading her profile on Examiner.com.

Deposit Market Share vs. Deposit/Checking Online Buzz

2009-09-22T20:09:00.004-04:00

I’ve been gathering some preliminary data comparing deposit market share to checking/deposit buzz. The chart below looks at 2008 deposit market share data
(7/1/07 – 6/30/08) from the FDIC. 2009 data (7/1/08 – 6/30/09) is not available yet, but I will report on this data as soon as it becomes available.

A strong correlation (r squared = .91) correlation exists between % of Deposit Market Share and % of Deposit/Checking buzz currently. Banks with more deposits tend to receive more online buzz. I can't say the finding is completely surprising. More customers making deposits means more interaction with a financial institution. More interaction leads to a higher propensity for customers to go online and discuss experiences.

JP Morgan Chase / WAMU, Bank of America and Wells Fargo/Wachovia receive the highest percentage of deposits within the 50 states and the District of Columbia.

Deposit Market Share vs. Deposit/Checking Online Buzz for 2008 (July 1, 2007 - June 30, 2008)

Let me know what you think about this data. I look forward to updating the results with 2009 information once it becomes available.

How Do Financial Companies Use Social Media?

2009-09-11T10:43:00.002-04:00

Mashable published an interesting article hightlighting ways banks use social media. As for me, I'm impressed by banks using social media to service customers. In my opinion, banks really put themselves out on a limb by going outside their organization (e.g., call center) to reach consumers.

Kudos to all the banks using Facebook and Twitter to service their customers!

iPhone Trumps Blackberry in Worldwide Traffic

2009-07-22T12:23:00.005-04:00

The Apple iPhone receives more worldwide traffic; however, Blackberry is making some headway in certain markets. For example, Blackberry appears to receive more search requests than iPhone from consumers in Toronto, Canada (click on source link below to see).

These findings are based using Google Trends. Google Trends provides insights into broad search patterns. Please keep in mind that several approximations are used when computing these results.

Data Source: iPhone vs. Blackberry Google Trends

I think Blackberry may be able to catch up in terms of buzz and search requests in the future. I love Blackberry phone. I currently have a Blackberry Pearl. I hope to get a Blackberry Storm in the future!

Does United Airlines Break Guitars?

2009-07-07T14:01:00.006-04:00

One consumer thinks United Breaks Guitars. Check out this video awesome piece of CGM (Consumer Generated Media)!

Is Rising Unemployment Affecting Website Traffic to Popular Social Media Sites?

2009-07-03T10:41:00.007-04:00

While working on a recent project, I noticed the number of people visiting Facebook and LinkedIn increasing. I compared the increase in website traffic with unemployment figures from May 08 through May 09. The findings were surprising.

Website Traffic versus Unemployment Rate

There is a strong correlation between website traffic for Facebook and LinkedIn, but not MySpace. Here are the correlation figures:

Unemployment Rate/Facebook-- (+) 0.984167989
Unemployment Rate/LinkedIn-- (+) 0.825408734
Unemployment Rate/MySpace -- (-) 0.82843028

I do want to remind readers that correlation does not necessarily equal causation.

I don't want to jump to conclusions by saying Facebook and LinkedIn's website traffic is driven by consumers with more available time (as a result of being unemployed), but the strong correlation is interesting. While Facebook is more mainstream social media, LinkedIn could definitely be considered a professional networking site. More people may be visiting these social media sites to get in touch with friends and develop relationships, which may lead to future opportunities.

MySpace's website traffic trend has a negative correlation with the unemployment rate. This makes sense as MySpace caters to more of a tween audience, most of which may not be in the job market or seeking employment.

Anne Mai Bertelsen (http://twitter.com/annemai) over on Musing Out Loud reveals similar findings.

Feel free to let me know if you have any questions about this data or findings.

Why do you think there is a correlation between the unemployment rate and website traffic to Facebook and LinkedIn?

Unemployment figures obtained from http://data.bls.gov/PDQ/servlet/SurveyOutputServlet.

GREAT LAKES BREWING CO. Online Buzz Trend

2009-06-30T21:39:00.006-04:00

I found a new beer that I like. It is called GREAT LAKES BREWING Co. I would probably put it right up there with select Sam Adams beers (e.g., Sam Adams Oktoberfest). I've tried several varieties of GREAT LAKES beers including Burning River and Eliot Ness. I highly recommend giving them a try.

Also, I wanted to see if anyone was raving about GREAT LAKES beers online (like I am). And while online buzz is minimal, it is trending up. I see this as a sign of encouragement for the micro-brewery based in Cleveland, Ohio.

Visit the GREAT LAKES BREWING Co. website. Grab a 6-pack or a draft next time your out, remember to drink responsibly!

Should marketers tweet carefully when promoting brands on Twitter?

2009-06-14T10:22:00.005-04:00

AdAge brings up very important point for marketers Tweeting their brand: "Proceed With caution." The article warns brands engaging in discussion on Twitter to be prepared for negative buzz and try to avoid directly advertising through social media. I agree with both of these points, but I'd like to layer on and add some perspective of my own.

Brands should also be transparent and reciprocal while engaging in social media. A lot of brands have a presence on social networking sites such as MySpace, Facebook and Twitter. I do not keep up brands using social media which simply talk about themselves as much as I do with brands that interact. It is great that a company has a Facebook page or a Twitter profile. How does having a Facebook page or a Twitter profile help me though?

I expect a brand to be transparent and reciprocal. Let me know why you are on Twitter and answer my questions in a timely manner. This is not to say that I do not enjoy updates, because I do. I read almost every Ford product update that Scott Monty tweets. Scott has interacted with me as well, the few times I reached out to him. In fact, Scott Monty commented on my blog at on point, which truly impressed me.

What are your thoughts on brands using Twitter and social media as a tool to reach customers? Do you feel brands should be transparent and engaging?

Convenience Stores Leveraging Social Media

2009-06-13T22:28:00.004-04:00

Convenience Store News reports on several convenience store chains utilizing Twitter and Facebook to bring in customers. Quick Chek is offering a free iced coffee to all its Facebook fans when the chain attains its goal of reaching 1,500 fans. Meanwhile Kum & Go, a conenience store chain in Iowa, launched what it is calling "Twitter Tuesdays." Starting this past Tuesday and going until June 23, the convenience store chain each Tuesday will select one Des Moines-area Kum & Go location as the "Secret Store." From 8 a.m. to 12 p.m., one clue per hour will be given out via Twitter to direct Kum & Go followers to the secret store.

CSNews Online, Shell Oil Co. and Chevron Corp. plan for the first time, to post hurricane season updates via Twitter this year.

Other convenience retailers with a presence on Twitter include: BP America, Wawa, Cumberland Farms, Gulf Oil, QuikTrip, Piedmont Petroleum and Express Convenience.

It is very refreshing to see convenience stores utilizing social media in such imaginative and useful ways. If only all companies could figure this out.

2009-05-31T18:13:00.001-04:00

I just signed up for mobile blogging via Blogger.com. This is a test text only.

USA Today reports on Banks Using Twitter

2009-05-12T11:38:00.002-04:00

USA Today points out that banks are jumping on the Twitter bandwagon. USA Today states that Wells Fargo and Bank of America have begun to "tweet” with customers about everything from bank fees to product features. Discover Financial, American Express and Citigroup have launched Facebook or MySpace pages. Some banks even put marketing videos on YouTube.

John Carney on Businessinsider.com linking to the USA Today article feels banks using Twitter is the "same corporate nonsense in a new medium."

Personally, I have to disagree with John. I think banks using Twitter is a great way to communicate. I've seen hundreds of posts where consumers have mentioned being able to resolve issues communicating with bank representatives via Twitter.

If used appropriately, Twitter may help improve the customer service experience.

Top 100 Brands on Twitter

2009-05-11T08:26:00.001-04:00

Here is a list of the top 100 brands on Twitter. Enjoy!

Creating Social Media Plan Works Well

2009-03-20T10:26:00.003-04:00

I came across an interesting read titled "Build a social media plan that never sleeps" on imediaconnection.com. The article emphasizes several key issues which include:

- Brands need to change their approach to social media
- Customers expect an instant and public response to their issues
- Opening up a truly valuable dialogue

As I said, I found the article to be quite interesting, but I disagree with the title, "Build a social media plan that never sleeps." Nothing in the post really points out ways to build a successful social media campaign "that never sleeps." The article primarily focuses on the prominence of Twitter and improving communication. Also, the posting encourages brands to a) listen to consumers, b) be where customers are, and c) get to know people. I do not feel this is anything new. Almost every social media blogger feels companies should use social media to help improve customer service.

Overall, I found the posting to be a very good read. I found it rather intriguing that brands such as Papa John's are creating widgets for Facebook. The blogger, Reid Carr says, “Ahead of the curve, Papa John's launched a Facebook widget to allow users to place a pizza order right from Facebook.” Creating useful widgets is something each company should do.

I have to take my hat off to Papa John's for letting consumers order a pizza right from Facebook. I'm tempted to give the Widget a try. But I'll be truly impressed when I order it over Twitter!

BusinessWeek: Innovators in Social Media

2009-02-12T13:41:00.003-05:00

BusinessWeek published an interesting article about innovators in social media.

The article praises Scott Monty for helping transform Ford's image within social media. Personally, I couldn't agree more.

MBA Program

2009-02-11T12:19:00.003-05:00

I recently started a MBA program at Thomas More College in Crestview Hills, KY. Given that, I'm trying to get acclimated to full-time work and full-time school. I do apologize for not posting regular content as of late, but I will be updating my blog periodically in the future. Thanks for all of your support.

Ogilvy Launches a New Social Media Tool

2009-01-12T09:31:00.003-05:00

A co-worker pointed this out to me. Ogilvy recently launched a new social media tool. The tool does not provide any metrics, but gives smaller companies the ability to view many sources/tools in an aggregated manner. This is just another example of how agencies and other stakeholders are continuing to become smarter and invest more attention toward the space as the importance of monitoring social media continues to rise.

Leading Social Search Engines

2009-01-05T15:57:00.001-05:00

Lee Odden on Toprankblog.com provides a list of 6 social search engines to start 2009.

Will Twitter Change Blog Design in 2009?

2009-01-05T15:56:00.000-05:00

Find out the answer on Mashable.

Mobile Social Media Expected to Expand

2009-01-05T15:48:00.004-05:00

Mobile social networks are expected to expand as more and more consumers get mobile access to the internet.

I have to agree with this article. I feel mobile social media network will become a very lucrative market as more people get access to internet via mobile devices.

Herbert Brothers are At It Again! "Free Doritos" Crash the Super Bowl

2009-01-05T15:21:00.012-05:00

I had the opportunity to interview Joe Herbert when he participated in Doritos' "Crash the Supber Bowl" contest in 2006/2007. Well it looks like he is at it again. Please vote for "Free Doritos".

Do Some Consumers Wait Too Long Before Filing Bankruptcy?

2009-01-05T08:30:00.003-05:00

Foreclosure and bankruptcy online discussion trends are on the rise (see graph below). Given that, I found a recent Newsweek very interesting. It argues that some people should file bankruptcy sooner rather than later. What do you think?

Dosh Dosh Covers Fundamentals of Social Media Marketing

2009-01-04T11:47:00.003-05:00

Doshdosh.com posts an article for those interested to learn more about social media and how you use it.

It offers some insight to social media in general, tips on leveraging social media newsites and others such as StumbleUpon.

Overall, I found the article to be quite insightful. Let me know what you think.

Twitter 10 Commandments

2008-12-30T09:50:00.001-05:00

David Armano has published the Twitter 10 Commandments. Are you breaking any of these?

Top Twitter Tools in 2009

2008-12-29T16:25:00.002-05:00

Here is a sweet list of the top Twitter tools to look at in 2009.

Let me know if you've tried any of these out. Also, what do you think of them?

Social Media Trends for 2009

2008-12-25T00:48:00.002-05:00

Taly Weiss and Apurba Sen have posted some social media trends to look out for in 2009 on Trendspotting.com/blog.

United Airlines Responds

2008-12-25T00:29:00.003-05:00

I recently sent United Airlines an email requesting information about a corporate blog. I received a response at 11:54 PM EST December 24, 2008. That's right, United Airline's sent me a response on Christmas Eve. While I am thankful for a the response, the timing is a bit odd. Here is United Airlines' response:

-------------------------------------------------------------------------------------

Dear Mr. Coyle,

I appreciate your request for the information regarding the blog of United Airlines.
Mr. Coyle, your complimentary comments about our magazine is especially appreciated. Please know that United does not have a blog.
Than you for your interest in United. We look forward to serving you again.

Regards,
Shailesh Singh
United Airlines Customer Relations

-------------------------------------------------------------------------------------

Again, I'm glad to see United Airlines respond to my email. Additionally, it looks like someone actually read my email and responded accordingly. It is much better than a simple "canned" response telling me that I'm a great customer, which is what I was expecting.

Overall, I feel United Airlines could really benefit by participating in social media. It doesn't necessarily need a blog; however, it should start by listening to consumers online at a minimum. Influential blogs such as Consumerist are always posting things about the brand online. For example, Consumerist recently published a post about a man suing United Airlines over getting him drunk and causing him to beat his wife. The article has received 12,500+ views and 59 comments on Consumerist alone. I'm sure that won't bode well for United Airlines. United Airlines, are you listening?

Does anyone know if United Airlines monitors discussion about its brand online?

Salvation Army Dabbles in Social Media

2008-12-23T18:01:00.002-05:00

'Tis the season to be "giving." The Salvation Army is now using social media to increase donations.

Now, if only the Salvation Army accepted debit cards. I always find myself walking by a Salvation Army volunteer unable to give as I primarily carry debit and credit cards only.

I'm sure Visa and MasterCard could cut a deal to lower interchange fees for the sake of giving.

Has Anyone Tried ReTweet Radar?

2008-12-23T17:57:00.002-05:00

Steve Rubel provides some insight about ReTweet Radar. This looks like a unique tool to help assess which topics are being discussed actively on Twitter. I'll have to check this out.

Consumers Seeking More Advice on Blogs

2008-12-22T15:10:00.000-05:00

A study by Jupiter Research on behalf of BuzzLogic found half of blog readers consider blogs useful when making purchases and more than half of this group report consulting blogs just before making a purchase.

Source: The New York Times

Still Waiting for United Airlines to Respond

2008-12-22T09:54:00.004-05:00

Here is another letter that I submitted to United Airlines on December 22, 2008. I sent a letter to them early December, but I did not get a response.
-------------------------------------------------------------------------------------

To Whom It May Concern:

Upon returning home from New York City on Friday, November 21, 2008 (United Flight #7147) connecting in Washington DC, I decided to take a glance at the United Airlines "HEMISPHERES" magazine.
. I came across an interesting article titled,"The Business of Blogging". Overall, I thought the article made some very valid points. In fact, the author, Ethan G. Salwen recommends businesses integrate websites and blogs.

The article captivated my attention. I never thought an airline magazine could present such and interesting article. Reading up on the article peaked my interest in whether United Airlines, or it subsidiaries has a blog. I asked the flight attendant but she was unaware.

I did some basic Google searches, but I was unable to find out whether United has a blog.

Could someone at United Airlines please let me know if a corporate blog exists?
-------------------------------------------------------------------------------------

I'll make sure to update everyone whether United Airlines responds this time around.

Top 100 Marketers for 2008

2008-12-18T16:08:00.001-05:00

Invesp.com highlights the top 100 Marketers for 2008.

Ford Redesigned Santa's Sled

2008-12-18T09:13:00.001-05:00

Check this out! Ford redesigned Santa's sled.

I wonder how many miles per gallon this thing gets.

Should Companies Blog Last?

2008-12-17T12:15:00.002-05:00

Geoff Livingston on The Buzz Bin feels that companies are failing at blogging and participating in social media. Part of the reason is due to the fact that 86% of companies cannot dedicate the effort required to publish useful content on a consistent basis.

Overall, I have to say that I agree with this. I volunteered some time to help a local dental office in my area create a blog and optimize their website for better search engine results. They now appear in among the top rankings across multiple search engines for the term "dentists in milford ohio", but they haven't updated the company blog since April 2008.

Blogging is hard. It requires work, but it is very rewarding. Additionally, it is one of the most cost effective ways to communicate with customers if a company goes about it the right way. Unfortunately, most companies do not.

Still No Response from United Airlines

2008-12-16T16:24:00.005-05:00

I published a posting about how United Airlines talks the talk, but does not walk the walk when it comes to corporate blogging on November 26, 2008. I even sent the a quick email to someone in the company, but I have yet to get a response.

I'll cut them some slack since it's the holidays and email them again. Expect a blitz of Twitter messages about United Airlines' lack of customer service if they fail to respond by January 5, 2009.

Don't Forget the Audience

2008-12-16T15:58:00.003-05:00

Craig Daitch at Adage stresses the importance tracking comments and trackbacks for general audiences online.

Dell tweets bring in $1 million

2008-12-16T15:52:00.000-05:00

During the past 18 months, computer maker Dell has raked in $1 million in revenue from sale announcements made via Twitter. Twitter has yet to announce how it will monetize its service, but announcements such as Dell's might help it make the case for selling paid corporate accounts.

Source: VentureBeat

Could Twitter Dabble in Online Search?

2008-12-16T10:55:00.002-05:00

Does Twitter have a place in online search? You could "Google" it or "Twitter" it. I brought up the possiblity of another search engine trumping Google in a posting titled, New Search Engine Popping Up in August, 2008.

Does anyone have thoughts on Twitter becoming a potential player in online search?

Vizedu Helps People Understand Social Media

2008-12-16T10:51:00.001-05:00

Very cool site on understanding social media visually: Vizedu.

Secrets to Engaging Consumers Online

2008-12-15T17:36:00.004-05:00

The Wall Street Journal published an article providing several tips engage consumers through social media marketing.

Key themes include:
1. Don't just talk at consumers -- work with them throughout the marketing process.
2. Give consumers a reason to participate.
3. Listen to -- and join -- the conversation outside your site.
4. Resist the temptation to sell, sell, sell.
5. Don't control, let it go.
6. Find a 'marketing technopologist.'
7. Embrace experimentation.

This list is pretty strong, but I'd like to add one more. This may tie into embracing experimentation, but your company should make sure to know who is talking about them online. Identify key influencers talking positively and negatively about your brand or its products. Don't be afraid to reach out to influencers periodically.

Does anyone else have any other ideas to add to this list?

A Little Problem....

2008-12-15T17:24:00.002-05:00

I published a post about Kmart enlisting bloggers last week. Apparently, there is a bit of a snafu surrounding Jeremiah Owyang calling out Chris Brogan. Jeremiah insinuates that Chris is not authentic in his Twitter post. Visit Technosailor.com for more details.

More Companies are Dabbling in Social Media

2008-12-15T16:46:00.003-05:00

David Ranii at Newsobserver.com emphasizes the growing popularity of social media marketing. He points out that social-media marketing is spreading as companies including SAS, Red Hat, Blue Cross and others recognize the benefits of blogs, online video and social-networking sites such as YouTube, Facebook, Twitter and more.

Ranii says, "According to Forrester Research, the number of social-media "spectators" -- people who read or watch social media -- has increased from 48 percent last year to 69 percent of people who venture online."

Personally, I feel more companies will engage in social media marketing in 2009. Marketers will have to find better ways to measure the impact that social media expenditures have on sales given the current state of the economy.

What Will Social Media be Like in 2009?

2008-12-15T16:36:00.003-05:00

Peter Kim takes a shot at making some social media predictions for 2009. Dwindling budgets will obviously cause companies to rethink their Web 2.0 strategies. Companies will need to find new ways to touch consumers online without spending a lot of dollars.
Given that, marketers will need to find better ways to measure the impact of social media in order to maximize dollars actually being spent on social media and advertising.

Scott Monty @ Ford Working Hard on the Weekends!

2008-12-13T10:58:00.004-05:00

I sent a direct message to Scott Monty, Head of social media at Ford, around 10:45 AM on Saturday, December 13, 2008 via Twitter. Kudos to Scott Monty for replying within moments. Seriously, I don't know how he responds so quickly considering he has more than 5,900 followers.

I am glad to see him respond on Twitter very quickly. It shows that he and Ford value my input and opinions. Additionally, following up with people is offering great customer service. This clearly shows that social media = customer service. Kudos to Scott!

Kmart enlists bloggers for PR

2008-12-13T09:16:00.002-05:00

Sears / Kmart are really starting to impress me with their social media savviness. A sponsored social networking campaign enlisting the help of six well-known bloggers is yielding big buzz for Kmart and encouraging consumers to give the retailer another look during the critical holiday season. Kmart gave each of six influential bloggers a $500 gift certificate to go on a shopping spree in the store and then blog about their shopping experiences in any way they saw fit (no censorship).

The campaign appears to have been a success. One post by Chris Brogan was typical. Under a header stating "This post is a sponsored post on behalf of Kmart via Izea. The opinions are mine," Brogan started by admitting that he hadn't "stepped foot" in Kmart since it was "merged with Sears" (acquired by Sears Holdings). He then described the fun he and his kids had browsing and picking out their items. Within the post, Brogan noted that he was surprised to see that Kmart had "upped their name brand game" and now carries high-end brands like Dyson and Craftsman. He also noted being pleasantly surprised at the savings on purchased items--not just through special holiday sales, but through the chain's everyday pricing on some items.

Sears / Kmart also have an interesting social networking community on Sk-you.com.

Do Brands Belong on Twitter?

2008-12-13T08:59:00.004-05:00

Mashable asks whether brands should be on Twitter. I answer this with a resounding "YES"! And I'm not the only person who feels this way. In fact, Warren Sukernek replies to the posting by saying,

"There are several brands (we all have our favorites like Zappos, Comcast, HR Block) that have done a fantastic job of engaging their customers on Twitter. Furthermore, in a recent survey of 240 Twitter users on brand perception, most users (89%) agreed that brands should engage their customers on Twitter. The majority also had a better impression of brands that use Twitter for customer service (81%). And if brands were not on Twitter, the monetization opportunities would be limited to advertising and users fees. Clearly, unacceptable options for many.
So banning brands from Twitter would be a big mistake in my opinion. - Huge!"

I couldn't agree more. I feel getting companies involved helps increase the quality and credibility of conversation online; however, companies must be transparent and engaging. I do not want a brand simply posting information on Twitter. I expect to be able able ask questions and get answers!

Ford uses Twitter to avert PR disaster

2008-12-12T21:21:00.003-05:00

I referenced Ford threatening enthusiasts the other day. When Ford took legal action against a fan Web site, the controversy soon spilled over into the blogosphere as automotive bloggers wondered what Ford's cease-and-desist letter meant to their operations. Ford's head of social media was able to keep a handle on the story by using a combination of Twitter and forum posting to reveal that the site in question was being accused of selling counterfeit auto parts.

Ford sent fansite TheRangerStation.com (dedicated to lovers of their small pick-up trucks) a lawyer’s letter over copyright violations. This sent the dozens of other Ford fan sites, many of which use Ford branded names, into a tizzy over fears that they too would be asked to stop using Ford names in their URL’s and site materials. By the time the story surfaced on major car blogs like Jalopnik and Autoblog the story had been boiled down to Ford’s lawyers asking for $5,000 or the site gets shut down.

Ford’s Head of Social Media Scott Monty ( @scottmonty on Twitter) was keeping track of these developments. Monty was using Twitter to follow the brewing controversy and quickly began responding online. He was able to help Ford avert social media disaster by using Twitter effectively.

As a proud owner of two Ford vehicles, I'm glad to see Ford using social media effectively. It's seems there was quite a bit of miscommunication surrounding its request. On another note, it saddens me to see Congress deny U.S. auto manufacturers bailout funds.

More 40-Something Women Using Social Networks

2008-12-11T15:28:00.001-05:00

Forty-something women actively are using social-networking sites, according to a survey by SheSpeaks. More than 70% of those with children ages 13 to 17 discussed products on such sites, and more than four of 10 had established personal profiles. "These women have started to use the Web and social networks in ways that mirror the rest of their lives," SheSpeaks Chief Executive Officer Aliza Freud said.

Source: eMarketer

Laid-Off Yahoo Employees Tweet on the Way Out

2008-12-11T15:24:00.001-05:00

About 1,500 workers at Yahoo! lost their jobs as part of cost-cutting moves designed to save the portal about $400 million in annual operating expenses. Some laid-off and remaining Yahoo! workers blogged about the experience via Twitter or left comments on industry site Silicon Alley Insider.

Source: BusinessWeek

Do Consumers Trust Corporate Blogs?

2008-12-10T15:34:00.005-05:00

A Forrester report says only 16% of corporate blog readers trust what they're reading.

Obviously, companies have to do a better a job convincing people to trust them.

Here are five ways companies may be able to make their blogs more trustworthy:

1. Find ways to get blogs to show up in search engine results. Consumers are more likely to trust content that is readily available through search engine results.

2. Connect with key influencers talking about your brand or its products. Encourage those influencers to link to your company blog.

3. Make sure your blog is relevant to your company and industry. Too often, a company will create a blog which is not relevant to its brand or products.
Wells Fargo's Guided By History blog is a great example. What does this blog have to do with business and banking?

4. Allow consumers to comment, even if they respond negatively.

5. Respond to consumer's questions quickly and truthfully.

6. Place a link to your companies blog on your homepage. I hate to pick on Wells Fargo, but it doesn't have a link to its Guided By History blog on its homepage.

Note to companies: If you do not feel your company blog is good enough for you to link to it, then why should I? (Wells Fargo - consider the link above as a favor).

7. Make contact information easily available. I don't want to spend hours searching for information to contact the company.

8. Talk about other things related to your company or industry. Discuss industry trends and important events. For instance, an automobile manufacturer could write a post requesting feedback from consumers about fuel economy.

9. Link to important news articles referencing your company blog. According to the Forrester study, 46% of people still trust newspapers. Given that, positive references about your company blog in a major newspaper is worthy of highlight.

10. Don't try to make your corporate blog too professional. By this I mean, focus on content, then design.

Feel free to comment if you have any other suggestions or concerns.

Ford Threatens Enthusiasts

2008-12-10T12:30:00.003-05:00

Bold Moves:Ford Threatens Enthusiast Sites with Lawsuits Over Copyright Infringement.

This absolutely displeases me. I am an owner of a 2007 Ford Focus and a 2008 Ford Escape. Overall, I thought Ford was in the best position of the "Big 3" or "Big 2.5" going into bailout discussions. Ford was only seeking a credit line. Ford now goes to pull a Plaxico and shoots itself in the foot from a social media standpoint. Aggravating Ford enthusiasts and losing consumer evangelists is the last thing Ford needs at this point.

I will most likely take my business elsewhere is Ford keeps this up.

Retailers MicroBlog to Reach Customers

2008-12-09T15:41:00.001-05:00

Retailers increasingly are using text-message alerts to keep their customers informed about sales and special events, while online retailers are using microblogging site Twitter to alert shoppers to deals. Gap, Target, Sears Holdings and Amazon.com have launched wireless-outreach programs this year.

Source: Wall Street Journal

Google Ads Point to Twitter Accounts Now

2008-12-08T22:10:00.001-05:00

Check this out! Adwords point to Twitter accounts now.

Verizon LG Voyager

2008-12-08T18:16:00.003-05:00

I currently have an LG Voyager through Verizon. I really love this phone, but I wish it had a password keeper (similar to Blackberry) and a Twitter application. I can access MySpace and Facebook quite easily but a Twitter shortcut would be icing on the cake.

Ten PR People to Follow on Twitter

2008-12-08T15:27:00.003-05:00

Social Media Today provides a list of 10 PR people to follow on Twitter.

USA Today: Bad PR Gets Worse Fast in a Socially Networked, Consumer Driven Environment

2008-12-08T11:04:00.002-05:00

Check out this article from USA Today. In a nutshell, it says that bad publicity has the propensity to spread faster through social media.

Car Makers Use Twitter Seeking Support for Bailout

2008-12-07T01:01:00.002-05:00

Check out this article from the Wall Street Journal. Apparently Ford, GM and Chrysler are using Twitter to gain support for the bailout.

Where do you rank on Twitter?

2008-12-05T10:55:00.000-05:00

Check out http://twitter.grader.com to find out.

Nordstrom is Following Me on Twitter, but does Nordstrom Know Why

2008-12-05T02:09:00.004-05:00

I published a post about highlighting retailers using social media effectively on Thursday, December 4, 2008. Afterwards, I referenced the topic on Twitter shortly after.

Interestingly, one of the retailers I mentioned, Nordstrom, responded by following me on Twitter. I received the following email informing me about Nordstrom following me on Twitter.

Hi, Ronald Coyle.

Nordstrom (nordstrom) is now following your updates on Twitter.

Check out Nordstrom's profile here:

http://twitter.com/nordstrom

You may follow Nordstrom as well by clicking on the "follow" button.

Best,
Twitter

Now don't get me wrong, I'm flattered Nordstrom has an interest in me, but does Nordstrom know why? I don't think so. I've never shopped at a Nordstrom. I may, but I haven't yet. I'm not even sure where there is a Nordstrom in the greater Cincinnati area.

A brand should not be following me just for the sake of following me. Nordstrom should try to find out more about me as a person. What are my need and wants? What would make want to become a Nordstrom customer? Why should I become a Nordstrom customer?

I initially criticized Nordstrom for not having a blog and using social media ineffectively. I'm glad to see the brand on Twitter, but simply following me isn't using social media effectively. I don't need an email from Twitter telling me that Nordstrom is following me. I need Nordstrom to do some homework, find out more about me and contact me on its own. Sure Nordstrom knows I have a Twitter account now, but I doubt it knows about this blog.

So here I am Nordstrom. What do you want to know about me? Additionally, why should I shop at Nordstrom? I'm waiting.

Can Social Media Improve Sales?

2008-12-05T00:59:00.001-05:00

Effective social media monitoring and participation can improve sales according to this this article.

8 Essential Free Social Media Monitoring Tools

2008-12-04T16:36:00.001-05:00

MarketingPilgrem provides a list of 8 free social media monitoring toos.

Google Trends is pretty sweet! I'll have to try some of the others. Have you tried any of these? What do you think of them?

McDonald's To Introduce McBambi For a Limited Time

2008-12-04T09:50:00.002-05:00

I'm sure this is a rumor but...uh...yeah...I think I'm going to stick with my Big Mac, Quarter Pounder and McRib sandwiches.

Source: Braintwinkey.blogspot.com

How Far Are We From Visiting CyberMalls?

2008-12-04T08:46:00.001-05:00

Companies must learn to create virtual retail environments where consumers can shop, meet, talk and exchange information. Unfortunately, I'm not sure too many retailers "get it" when it comes to social media though.

I took a brief look at various retailers websites to see who is using social media effectively. Wal-Mart and KMART / Sears are doing a decent job while Macy*s, Bloomingdales, Nordstrom, JC Penney and Kohl's have a ways to go.

Store / Use Social Media (Yes/No)

Macy*s (No)
Bloomingdales (No)
Wal-Mart (Yes) http://checkoutblog.com/
KMART/Sears (Yes) http://www.sk-you.com/
Nordstrom (No)
JC Penney (No)
Kohl's (No)

Adam Weinroth on Gourmet Retailer provides more information on how retailers can benefit from social media.

Do you know of any companies using social media effectively? I'd love to get your see your comments.

How Big Companies Utilize Social Media

2008-12-03T09:19:00.003-05:00

Here is a follow-up to Peter Kim's: A List of Social Media Examples.

DSWMG.com provides several examples of how big companies utilize social media.

Making Social Media Work for You

2008-12-02T16:49:00.001-05:00

Social marketing isn't simply a matter of establishing a presence with a blog, social-network profile or Twitter account. Blogger Amber Naslund explains that a coordinated effort is needed, in terms of competitive intelligence and customer service.

You can read more about this on MarketingProfs/DailyFix.

Twitter passes on Facebook offer

2008-12-01T15:20:00.002-05:00

Facebook offered a rumored $500 million in stock (based on its $15 billion valuation) to acquire Twitter, reports Kara Swisher of All Things Digital. No one went on the record to discuss the deal, but sources indicate Twitter felt it was undervalued in the deal -- especially considering the high valuation the deal put on Facebook. From the standpoint of Facebook, the acquisition of SMS-based Twitter meant taking on potentially high messaging fees from mobile providers.

You can read more about this on Allthings.

United Airlines Talks the Talk, but does not Walk the Walk When It Comes to Corporate Blogging

2008-11-26T12:36:00.006-05:00

Upon returning home from New York City on Friday, November 21, 2008 (United Flight #7147) connecting in Washington DC, I decided to take a glance at the United Airlines "HEMISPHERES" magazine.
. I came across an interesting article titled,
"The Business of Blogging". Overall, I thought the article made some very valid points. In fact, the author, Ethan G. Salwen recommends businesses integrate websites and blogs. This can be done by simply adding a "Blog" link to a main site or homepage.

The article captivated my attention. I never thought an airline magazine could present such and interesting article. Reading up on the article peaked my interest in whether United Airlines, or it subsidiaries has a blog. I asked the flight attendant but she was unaware. Additionally, I wanted to find out if any other airlines have corporate blogs.

I spent some time over the past week trying to see which airlines implement social media effectively. I reviewed results through Google.com, visited company websites and checked other blogs citing examples of companies using social media effectively. My results are posted below.

Airline / Blog (Yes /No) / Link to Blog on Homepage?

Southwest / Yes / Yes
Delta / Yes / Yes
JetBlue / Yes / Yes
United / No / No
US Airways / No / No

Overall, I'm really surprised to see that United Airlines and US Airways do not have a corporate blog (or at least a corporate blog which is easy to find). It shocks me to see a company support the importance of business blogging in a company sponsored magazine yet not participate itself in such a social phenomena.

As I mentioned, I feel the content in the current issue of HEMISPHERES magazine is very relevant, especially to business people and marketers. United Airlines simply needs to monitor content more closely to make sure it aligns with its business polices and goals. It does not make a lot of sense to allow an article stressing the importance of business blogging to be published in its company sponsored magazine while the brand itself doesn't blog.

I plan to contact United Airlines to clarify whether they indeed have a corporate blog and whether a link can be provided. I will keep everyone updated on my findings.

You may visit Peter Kim's site for a list of companies using social media.

Obama's Victory Speech Receives Millions of Views

2008-11-07T09:37:00.008-05:00

President-elect Barack Obama's victory speech has been uploaded more than 500 times and viewed more than 7 million times on the web in the last 48 hours, according to web analytics firm Visible Measures.

The viral video view growth of Obama’s victory speech has been gathering momentum since Wednesday, November 5, 2008. Visible Meaures' discovery process revealed that the speech had seen more than 620,000 views from 100 placements by 11:00 am ET yesterday. By 5:30 pm, the view count had shot up to more than 2.2 million from 160 different placements. At the 11:30PM ET, almost exactly 24 hours after the speech occurred, the number of placements had grown to 200, generating close to 5 million views.

You can read more about the popularity of Obama's victory speech on Visible Measures.

Starbucks Is the Only Non-News Company on the Top 100 Twitterholics List

2008-11-06T14:36:00.004-05:00

Starbucks is the only non-news company on the top 100 Twitterholics list (Twitterholics!) You can see how Starbucks utilizes Twitter by visiting Starbucks Twitters .

Top 100 Twitterholics!

New Study Says 93% of Americans Consult Colleagues Before Buying

2008-11-05T21:10:00.003-05:00

Advertising Age reports that reaching consumers at work could be next great frontier.

While I do feel Americans consult colleagues before buying, I'm not sure the percentage is as high as 93%. Additionally, what exactly are Americans consulting colleagues for? For instance, I find myself consulting with other people before buying technology devices (e.g. new cell phone, new media device, etc...). Occasionally, I'll seek advice regarding the best restaurant to visit over the weekend. I did seek other's opinions about presidential candidates, but I combined those opinions with my own research. I find myself taking a similar approach looking into company's products and services. I'll ask friends and colleagues for their opinions on a brand or product, research it further on my own and make my own decision.

Who do you ask and how do you ultimately decide what to buy?

Are Small Businesses Owners Concerned about Getting Credit?

2008-11-01T10:40:00.002-04:00

Many small business owners are starting to voice concerns over their ability to get money from banks to fund their businesses in the current credit crunch. A rise is online buzz among small business owners complaining about difficulties getting credit exemplifies this growing concern.

Only 29% of Journalists Read Five or More Blogs

2008-11-01T09:59:00.003-04:00

I came across an interesting finding from Steve Rubel while surfing Twitter. He links to an article on Social Media Today stating that only 29% of journalists read five or more blogs to keep up with their specific topics and issues. The positive side of this is that 75% read one blog or more. One year ago, about 26% read 5 or more blogs.

The posting on Social Media Today concludes by saying, "newspapers are still a key source of news for them (so will all those newspapers-are-dead promoters stop making it seem worse than it is?), and a large number of them are big on Electronic News Kits." There may be some validity to this. I don't feel newspapers are dead. Instead, I see blogs and newspapers living symbiotically. Newspapers and other sources (e.g. RSS feeds, other blog sources, board discussion, inside information) are key sources of information for many bloggers. Likewise, more journalists are starting to keep up with blogs to help develop their stories.

Bloggers and journalists may not realize it, but they need each other to survive this day in age.

Scion Teams with Kongregate to Teach Players to Become Developers

2008-10-17T17:44:00.003-04:00

Advertising Age reports on Scion working with the gamer site Kongregate. Scion has agreed to sponsor Kongregate's new "Labs" section to help newbie and aspiring game developers create their own video game.

"Scion's key demographic is men 18-24, and that's exactly what we are, so we started talking," said Lee Uniake, Kongregate's chief revenue officer. "Individuality and creativity are outgrowths of the core brand attributes of Scion.

Overall, I like Scion's marketing strategy here as it understands its core demographic. Additionally, Scion knows how to reach out to potential customers.

McDonald's is Affected by the Credit Crisis

2008-09-28T18:00:00.003-04:00

Advertising Age reports that McDonald's is being affected by the current credit crunch. McDonald's planned coffee rollout is being hit by banking crisis that is restricting loan capital. Overall, tightening credit conditions are affecting consumers as well as corporations and businesses.

How is the credit crunch affecting your company?

Tiger Woods Walks on Water

2008-09-03T15:47:00.002-04:00

I came across an interesting post at Micropersuasion.com. A fan posted on YouTube that it's possible for Woods to hit a golf ball in Tiger Woods 08 while walking on water. In return, EA sports capitalizes on the "glitch" by showing how its actually done. Simultaneously, it promotes Tiger Woods 09.

Let me know what you think about this video.

Sony Looks to 'LittleBigPlanet' Start to Boost Console Sales

2008-08-12T12:43:00.003-04:00

Advertising Age posts an article about Sony betting on the popularity of 'LittleBigPlanet' star, Sackboy, to boost its console sales. Sony plans to put a big marketing push behind Sackboy. Sony is partnering with retailers to offer two presale-only, downloadable Sackboy characters from a couple of Sony's other popular first-party games: Kratos from "God of War" and Nariko from "Heavenly Sword." Sony also plans to create about 1,000 "LittleBig billboards."

Analysts seem to think Sackboy has a good shot at lifting PS3. According to NPD Group, through June, PS3 -- which got a later start than chief rival Xbox 360 -- had sold 4.9 million units vs. Xbox 360's 10.5 million and Wii's 10.9 million since their introductions.

Nintendo uses a similar approach building a variety of their consoles around Mario-based games. And this is a great approach since Nintendo is perceived by consumers to produce less "hardcore" games (e.g. not as much blood and guts). In fact, games like Wii Fit and Super Smash Brothers Brawl have helped increase Wii sales. Also, Microsoft has does a good job promoting its Xbox and Xbox 360 consoles around the Halo series, but I think Halo reaches out to the gaming audience the Xbox 360 is targeting.

Sony PS3 attracts a different type of gamer; It attracts more of the hardcore gamer. Games such as Call of Duty 4, Metal Gear Solid 3, Grand Theft Auto IV and Warhawk are some of the more popular games on the PS3. Sony also has the market cornered with its support of Blu-Ray.

I haven't played Little Big Planet, but it doesn't appear to be a "hardcore" game from what I can see. Sony may need to re-position the PS3 altogether if it wants to use a similar approach to Nintendo and put most of its marketing support behind a specific character or game, especially one that may not be of interest to its "hardcore" audience.

Feel free to leave comments if you have any experiences playing Little Big Planet or other games.

Source: AdAge

New Search Engine Popping Up

2008-08-09T17:27:00.002-04:00

I came across two new search engines, http://www.cuil.com and http://www.viewzi.com. Cuil is a little more text driven while Viewzi returns more visual results. Some consumers posting on an article at Ad Age debate whether Viewzi could eventually replace Google.

I checked out Viewzi on my on own to see how it works. I found the search engine to be counter intuitive at first; however, I think it may catch on eventually. I don't think Viewzi will be the search engine to knock off Google. First, I don't think the name is as catchy as Google. Can you imagine people saying, "I'm going to Viewzi this." Google is synonymous with the word search online. Any search engine looking to pass Google will have to become a household name.

I feel the next tool to pass Google will have to be a hybrid between Yahoo, Google and major blog search engines and social media sites. Competitors looking to pass Google will need to put more into innovation and search capabilities. Additionally, they will need to incorporate social media attributes (e.g. creating online social communities and building out blog search tools).

Source: http://adage.com/digitalnext/article?article_id=130111

Batman Gets Most Buzz Online

2008-07-18T11:58:00.004-04:00

The trend graph to the left shows Batman(Christian Bale) getting the most buzz followed by Joker (Heath Ledger) and Two Face (Aaron Eckhart).

The Joker played by Heath Ledger received most of its buzz when actor Heath Ledger died on January 22, 2008.