Monthly Archives: January 2011

Latest Insight on Social Media & Customer Service Practices

I have often written about the importance of internet marketing.

Today, if you want to find new customers, expand your business or grow your reputation, the internet is the place to be. By utilising the power of online copywriting, blogs, article marketing and social media, you can drastically improve your company’s exposure within the marketplace. Still not convinced? Well the lovely people over at Pingdom have generated a list of mind-blowing internet numbers for 2010.

When dealing with customer service operations, move carefully. Remember knowledge management? Ten years ago, the discipline was all the rage in business circles.

The imperative: As the dot-coms boomed, personnel began coming and going without warning. Crucial information was “exiting the building,” because it never got captured, forcing organizations to start from scratch when rehiring, thus putting them at a competitive disadvantage.

A social analytics startup claims it can isolate tweets that are potential sales leads.

Launching in beta on Tuesday, Viralheat‘s Human Intent simplifies lead generation by helping businesses pinpoint social media users on the cusp of making purchasing decisions.

Human Intent aims to eliminate the need to manually read and parse through large amounts of tweets and other social updates to determine potential sales leads. Instead, users set up keyword searches and the product automatically sorts through social updates to identify those that express potential purchasing intent.

Change typically percolates for a long while in the distance somewhere, then sidles into the periphery of the mainstream but doesn’t catch on all that fast, and then, eventually, what was “change” a while back starts to gain steam and become accepted. In other words, change is often slow, as most processes are.

What are the motivators and drivers that make us engage with social media with such generous endeavor, escaping from the clutches of  TV to instead, check your Facebook or Twitter site, to post photos, write articles, make comments on blogs and shoot videos and post them on YouTube, all for “free”.

Social Media has provided us with the ability to measure how much attention we are getting online and therefore we now have the  ”Quantification of Attention” that has never been measured so broadly and deeply. This attention seeking behaviour drives website and blog traffic.


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