Be where your customers are – it’s simple

There’s a huge gap in expectation as Econsultancy reports on research by Zendesk that says:

  • 62% of customers are looking for more support through social media
  • 23% of companies actually provide it that way on Facebook

Simple action: pay attention to what your customers want and deliver on that.

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The future of customer service and social media: infographic
According to Zendesk’s new infographic, 62% of customers are looking for more support through social media. Compare that to research by MarketTools at the end of 2011 which shows only 23% of US compan…

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YouTube: the global TV channel

I caught a few minutes of President Obama’s Google+ Hangout last night as it was streamed on YouTube.

If you’ve done a Google+ Hangout video chat before, you’ll be familiar with the format and this was no different. Except, of course, it was the President of the United States plus five lucky citizens chosen by +The White House to hang out live with the Pres in a carefully-controlled setting. Plus the millions of people worldwide who tuned in, as it were, to YouTube to watch and add text comments. Plus those doing the same on Google+, Facebook, Twitter… wherever they were online.

‘Tuned in’ is an apt descriptor as the immediate thought I had when I did just that on Google+ was “This is TV.”

If last year’s Royal Wedding that was broadcast live on YouTube was a demo of YouTube as a TV channel – a global one at that – that captures imaginations with a compelling event (content, in a word), then yesterday’s presidential Hangout is surely a clear sign that the channel just changed.

Why watch TV on a TV any more when you can immerse yourself, interact on the net, share your experiences and the recorded content itself, via any capable device that connects online?

Talk about disruption! No wonder the US entertainment industry – and that includes mainstream media like TV – likes things like #SOPA and #PIPA, to which +Clay Shirky‘s call to “pick up the pitchforks” is so compelling.

Reshared post from +The White House

Missed the Hangout with President Obama? Check out the full video here and let us know what you thought.

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Integrated CIPR news on your desktop – shame about mobile

ciprnewsroom

The Chartered Institute of Public Relations (CIPR) launched a social media newsroom on January 23. In  their words, it “integrates announcements on our website with our Twitter feed, Facebook and LinkedIn pages and with the CIPR Conversation.”

It’s a good example of an organization evolving how it communicates information about itself (and, in this case, about a profession and its membership) and how it enables easier sharing of its content in ways that are measurable, eg, social-share buttons, and linking content in diverse online places.

I heard about the newsroom yesterday when I was out and about in London. I’d just finished a meeting so a moment to check email, Twitter and Google+ on my mobile device. No wifi at that moment but a good connection via 3 UK’s cellular network. A note on G+ from David Philips had the news. Naturally, I clicked the link and headed over in my mobile browser to take a look.

What a disappointment! What I got was the desktop website squeezed onto the 4.3-inch display on my Samsung Galaxy SII smartphone.

SC20120126-141818-2

The news site – indeed, the entire CIPR website – doesn’t offer a version that’s designed for use on a mobile device. As you can see from the screenshot, the site is, in essence, unusable on a mobile device like a smartphone.

Yesterday on Twitter, the CIPR’s Andrew Ross said that they haven’t yet made the step to a mobile site. Matt CIPR added that a mobile version is in the pipeline, “but it should still display ok on most smart phones.”

Hmm, I guess that depends on how you define “ok” in this context. In my initial experience, definitely not ok.

Think about it: you’re out and about, you want to see something on the CIPR’s website – read a news announcement, check some information, sign up for a course, maybe add a comment on The Conversation – but you get only the desktop website on your mobile. And that gives you the desktop experience – not really workable on a mobile device like a phone.

Just try the screen-pinching, squinting, “precision” finger-tapping and swiping in a busy Starbucks, never mind on a crowded bus. And if your cell connection isn’t that good, it will be like watching paint dry as the page attempts to load in all its graphical glory.

Not something you want to do more than once.

Undoubtedly the experience will be better on a larger-screen mobile device, eg, an iPad or one of the myriad Android tablets with their seven- to ten-inch screens. But display is only one part of the picture, as it were – great to be able to clearly see what you want, it’s then how you use that content on a device that you touch to interact, not point and click or hit an enter key.

Whether or not we’re embarking on the “Post PC Era,” there is no question that the “Mobile Era” is here.

Smartphones have become an integral part of people’s daily lives wherever they are: we use smartphones as an extension – even a replacement – of our desktop or laptop computers these days as we multi-task and, whether it’s for business or personal, consume and quickly share other content.

I do hope a CIPR mobile-optimized site comes very soon. In the meantime, enjoy what is a good resource on your desktop.Just don’t expect much if you try it on a mobile.

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Social media: word of mouth at scale

Among some compelling metrics about Facebook’s contributions to Europe’s economies last year – led by $15.3 billion value and 230,000 jobs – is this description of social media by Facebook COO Sheryl Sandberg:

[...] She argued that we’re living in the midst of a revolution and said that social media has resulted in three key trends:

  1. the shift from anonymity to authentic identity,
  2. the shift from wisdom of the crowds to wisdom of the people, and
  3. the shift from being receivers of information to being broadcasters of information.

“This is a revolution that touches every aspect of our lives,” Sandberg said. Social media, she said, is word of mouth at scale.

Sandberg’s comments came in a closing keynote speech she gave at the Digital Life Design conference in Munich today.

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Facebook added $15.3B and 230k jobs to European economy in 2011
Facebook added $15.3 billion in value to the European economy in the past year, COO Sheryl Sandberg said at the Digital Life Design conference in Munich Tuesday.

Sandberg, in her closing keynote……

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FIR Interview: Walgreens Social Media Director Adam Kmiec

FIR co-hosts Neville Hobson and Shel Holtz interview Adam Kmiec, director of social media for Walgreens, the largest drug store chain in the US and a Fortune 50 company.

itsmyWalgreens has engaged in the last 10 days or so in a social media-focused effort to build awareness among customers of alternatives to Express Scripts, the prescription benefit manager through which hundreds of thousands of people in the US pay for their prescription medications. Unable to reach an agreement to renew their contract, Walgreens no longer accepts Express Scripts but using mechanisms like Prescription Savings Club membership to retain customers.

The campaign to build awareness and retain customer loyalty has been largely focused on social media, including paid tactics like promoted Twitter trends and sponsored blog posts. In this wide-ranging interview, Kmiec outlines the challenges of the campaign, discusses the importance of statistical insights to drive decision-making, and the use of paid social media, as well as outcomes of the effort to date.

(The Walgreens campaign was covered by Advertising Age and was the subject of a story covered on FIR #634 on January 16. That FIR report was covered by the Best O Pop blog.)

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About our Conversation Partner

adamkmiecFor more than 14 years, Walgreens Social Media Director Adam Kmiec has worked for some of the most forward thinking organizations in the world, while helping some of the most dynamic brands find success in the interactive and social space. His career spans both the client and agency sides of the marketing and advertising industry, covering stops at renowned organizations that include Fallon, Leo Burnett, and ConAgra Foods. His focus has always been on solving business problems by leveraging consumer driven insights to fuel creative ideation.

He is a frequent speaker and news contributor. He is currently working on a book titled Yes, It’s Hypocritical due for completion next summer.

Connect with Adam on Twitter @adamkmiec or via other social networks.

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Share your comments or questions about this podcast, or suggestions for future interviews, in the FIR FriendFeed Room. You can also email us at fircomments@gmail.com; call the Comment Line at +1 206 222 2803 (North America), +44 20 3239 9082 (Europe), or Skype: fircomments; comment at Twitter: twitter.com/FIR. You can email your comments, questions and suggestions as MP3 file attachments, if you wish (max. 3 minutes / 5Mb attachment, please!). We’ll be happy to see how we can include your audio contribution in a show.

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This FIR Interview is brought to you with Lawrence Ragan Communications, serving communicators worldwide for 35 years. Information: www.ragan.com.

Podsafe music – On A Podcast Instrumental Mix (MP3, 5Mb) by Cruisebox.

(Cross-posted from For Immediate Release, Shel’s and my podcast blog.)