August Poll: Advertising on social platforms?

Last month’s rather silly poll garnered some definite interest, but then again, anytime you bring Star Wars to a fight you know the nerd crew is going to bring it.  This month we’re a bit more serious and looking at advertising on social media

A recent study by The Pivot Conference and Brian Solis determined that two-thirds of markers surveyed were already conducting social media advertising activities.

How about you?So-

[poll id=”10″]

Change Management 101

Mobile App Measurement #IMChat Tweet Jam

Featuring Joe Stanhope & Brian Suthoff

Spinternet #IMChat Tweet Jam

Featuring Josh Bernoff (@jbernoff)

Social Customer Service Done Right

Below is a recount of how my afternoon was ruined and what Chobani did to address a quality issue.

Note: there is no evidence that Chobani had anything to do with the product issue.  It’s quite possible that the product was not kept a consistent temperature during delivery.  Point is, Chobani recognized that they are their product; it’s how you deal with people that matters.
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Here are 5 steps to executing Social Customer Service:

  1. They listened – if you don’t listen, you can’t engage
  2. Quick response – 6 minutes after my tweet they acknowledged me
  3. They offered to take it offline – social is an outpost, make the conversation private so details can be shared safely
  4. Keep your promises – just do what you say without the customer having to remind you
  5. Follow up – make sure the customer issues have been addressed

Since I’m posing this as a case study, what did I miss?  Are there other steps Chobani could have done?

Here are the details of what transpired.

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