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drag2share: How 4 Major Companies Revitalized Their Brands By Being Great To Their Customers On Social Media

source: http://feedproxy.google.com/~r/businessinsider/~3/Ondy6msTAsM/social-media-for-brand-customer-service-2013-8

Customer Service I

Most brands offer dreadful customer service on social media. A study from Socialbakers, a social media analytics company, found that response times have actually worsened recently, instead of improving, as the chart shows. But a few companies are doing great things with social media, and helping to recast their companies as customer-centric organizations.

In several cases, companies facing crises or PR disasters actually came out looking better after using social media to tackle problems head-on.

In a new report from BI Intelligence, Business Insider’s paid research service, we explore how companies are interacting more effectively and serving customers better with a focus on social media, and recreating themselves in the process.

Gain instant access to this report by signing up for a free trial of BI Intelligence >

Here are a few examples of great social media customer focus that has created value for companies across industries:

  1. Dell: The computer technology corporation was an early adopter of social customer relationship management and in 2010, Dell opened up its soci! al media command center to all employees, regardless of their function. By 2011, Dell had trained over 25,000 employees of its employees in “social listening.” These employees now monitor over 25,000 social mentions of the company daily in 11 different languages. This means insights gleaned from social media are spread throughout the organization rather than being “hoarded,” or remaining undigested in one department.
  2. Domino’s: A disastrous YouTube video posted in 2009 showed two Domino’s employees mishandling a pizza. After the video went viral, the company launched a massive campaign to analyze public opinion across all social media. After receiving negative feedback, Domino’s made company-wide changes including altering their pizza recipe, aggressively reaching out to customers on social media, and launching a marketing campaign acknowledging mistakes and promising a better product. Domino’s saw a 14% increase in sales the quarter immediately following the campaign. The stock price took off, and Domino’s has never looked back.
  3. Best Buy: The electronics retailer unrolled a Twitter-focused marketing and customer service strategy built around “Twelpforce,” a system the company created to allow thousands of employees across departments to receive and respond to customer queries via Twitter. While Twelpforce has been a hit with customers, it also gave employees a channel and an incentive to collaborate internally and operate outside of silos (in order to handle customer requests it was often necessary to gather information from other employees.)
  4. American Airlines: Socialbakers recently began ranking industries and brands according to “social devotion,” or how attentive they are to customers on Twitter. Surprisingly, troubled America! n Airlin es ranks ninth among all U.S. brands (American has a response rate of 94%). Jan Reza, CEO of Socialbakers, believes this has to do with a lesson learned from Superstorm Sandy. Finding they had to deal with a system-wide near shutdown, American Airlines turned to social media to manage the crisis. They’ve remained faithful to social media channels ever since.


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Friday, August 30th, 2013 news No Comments

A Shimmering, Tweet-Based Langauge Map of NYC

Source: http://gizmodo.com/5985892/a-shimmering-tweet+based-langauge-map-of-nyc

A Shimmering, Tweet-Based Langauge Map of NYCIf you’ve ever wondered which languages are spoken where in NYC, here’s the map for you. This visualization shows exactly which languages are used in tweets across the city.

Put together by James Cheshire, Ed Manley and Oliver O’Brien from University College London, the map builds on 8.5 million tweets, captured between January 2010 and February 2013, which were all analyzed for language content. As you’d expect, it’s quite the melting pot, and the highest concentration of different languages seems to be around the Theatre District and Times Square. Best put that down to tourists, eh? Check out the full, interactive map here.[UCL via Guardian]

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Thursday, February 21st, 2013 news No Comments

Why LinkedIn Just Expanded Its Ad Products In 200 Countries

Source: http://www.businessinsider.com/why-linkedin-just-expanded-its-ad-products-in-200-countries-2012-8

LinkedIn ad language

LinkedIn just made huge new bet on global expansion.

Although the networking site operates in 200 countries, until today, companies could only buy LinkedIn Ads in English. Quel dommage.

Catering to its growing user-base, LinkedIn today began offering ads in 17 different languages, including Japanese, Czech, Indonesian, Malay, and Russian.

The site itself has operated in 17 local languages since June 30 of this year.

According to LinkedIn’s blog, the expansion “allows a finance executive in Brazil to use Spanish to connect with clients in Spain, while a tech company in Hong Kong can frame its message in Dutch to pursue customers in Amsterdam.” (See examples, right).

If you look at LinkedIn’s net revenue by geographic location, as disclosed in the company’s SEC filings, you can see that the company needs to become less dependent on America:Linkedin

Even though LinkedIn’s revenue increased by 81 percent in the United states in the six months that ended June 30, that’s actually LinkedIn’s most modest percentage growth compared to other geographic regions. Canada, Latin America, and South America increased by 152 percent; Europe, the Middle East, and Africa by 104 percent; and the Asian Pacific increased by 165 percent.

LinkedIn’s international revenue increased by $42.7 million! and $81 .4 million in the three months and the six months that ended on June 30, respectively.

Clearly, LinkedIn expects future revenue growth to be more aggressive abroad than in the U.S.

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Join the conversation about this story »

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Tuesday, August 28th, 2012 news No Comments

Dr. Augustine Fou is Digital Consigliere to marketing executives, advising them on digital strategy and Unified Marketing(tm). Dr Fou has over 17 years of in-the-trenches, hands-on experience, which enables him to provide objective, in-depth assessments of their current marketing programs and recommendations for improving business impact and ROI using digital insights.

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