Customer service in the age of the retweet

Virgin Media’s major service outage this morning reminded me how things have actually changed for the better with this company, certainly in my experience as a customer. Not only has their cable broadband internet service vastly improved in uptime and overall reliability compared to a few years ago but also their customer service, broadly speaking, is better than I remember. I certainly wouldn’t anticipate writing rants like this one again, or this one. Overall, I’m pleased with the service I…

The Hobson and Holtz Report – Podcast #487: September 28, 2009

Content summary: An explanation of Yom Kippur; no report from Michael Netzley this week; the Media Monitoring Minute from CustomScoop; Shel starts a discussion: Brands in Public by Seth Godin, and Google Sidewiki; News That Fits: John Cass posts about a Cisco WebEx blogger who deletes a competitor’s comment, Steve Rubel’s week in the clouds without a notebook; listener comments discussion; news about Thursday’s show; music from Lovers and Poets; and more. Get FIR: Download the MP3 file (26.7Mb, 58:24)…

100 PRs to follow on Twitter with one click

Discovering new people on Twitter is what I find to be one of the most valuable elements of the service. Such discoveries can happen serendipitously (eg, you stumble across someone while searching for something unrelated) or by design (eg, you employ the services of Mr Tweet). Then there are lists of names that enterprising and generous individuals create, lists that you find valuable because they’re the types of list you’d love to create but don’t have time, don’t know how…

Is anyone measuring Twitter on mobile?

As the news spotlight shone brightly on Twitter yesterday – the company announced a new injection of $100 million in more venture funding – market researcher Hitwise published some new stats about Twitter’s growth. Hitwise’s data, measuring visits in the US to the Twitter website – which accounts for some 90% of all Twitter visits – shows a falling-off in visits since June. The company’s hypothesis is that “slowing and now decreasing market share of visits may be attributable to…

The Hobson and Holtz Report – Podcast #486: September 24, 2009

Content summary: Twitter phishing attack; Kris Gallagher’s harmonica meme; Bright One volunteer-led agency announces four ambassadors; Dan York reports from Orlando, Florida; the Media Monitoring Minute with CustomScoop; News That Fits: opportunities outweigh the risks with Facebook pages for investor relations, how to measure the value of a social media fan or follower, tweeting medics expose patients, should PR agencies stop pitching clients?; listener comments discussion; news about Monday’s show; music from Dirty Angels; and more. Get FIR: Download the…

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