Reputation Management Isn't Just About Playing Defense
Pushing your brand's message through social media as proven to be an effective strategy for plenty of businesses. That said, it has also proven to be a way for disgruntled customers to voice their disdain for brands and products, and spread that disdain virally throughout their social circles. Businesses are often quick to step in and defend their turf (at least businesses with interest in online reputation management), and respond to criticism.
In a recent interview with WebProNews, Sam Ford of Peppercom made some good points about brand social media use:
As Ford notes, a lot of brands think all they have to do for negative commentary is to respond to that commentary. It's better to listen to what is being said, and if there is any merit to that, it may be better to actually effect change than just try to conserve your online reputation. If you can change things that need to be changed about your business,/> [...]
Mon Apr 05, 2010 14:15 pm
Should Social CRM be Automated?
Before the holiday break we started off with a high level introduction to social CRM. If you haven’t read that post please do so. Today I want to address the topic of automation. CRM stands for customer RELATIONSHIP management so does automation really belong in CRM? Does it kill the whole relationship aspect of CRM? Brands have a lot of customers online that are having relevant conversations that these brand should be a part of. However, it becomes more and more difficult for brands to become a part of every single relevant conversation on the web. So what does a brand do? Can we rely on people working for a company to respond to every relevant conversation? How scalable is that solution in the long run? I pulled the image below from the blog of ScorpfromHell who also has an interesting discussion on social CRM automation. Take a good look at the image below.
The image is from PeopleBrowsr and shows a type of social CRM automation on Twitter. Notice that when users mention a particular set of keywords they are automatically sent a message from Coke. Does this type of automation destroy the relationship? One of the things I talked about a while ago was the notion that we are eventually going to get to more companies/brands on twitter (and other social netw/> [...]
Wed Jan 06, 2010 00:40 am
5 Million NYC Property Records Available Via Startup's API
Back in the fall, we told you about NYC's BigApps competition, which encouraged technological innovation to benefit government and civic engagement. Public voting for the submitted applications opened this week.
One of the submissions to come out of this competition is Blocks and Lots, an interesting app and API that essentially expose all the property records - more than 5 million records, total - for New York City. For site owners, there's a customizable widget that can be embedded in just about any kind of site.
Sponsor
Blocks and Lots' API allows developers to integrate detailed property information into any web or mobile application. Sample code is available in PHP and JavaScript.
Blocks and Lots comes from BlankSlate, an NYC startup offering a web platform and set of read/write APIs for making, sharing, monetizing, and monitoring web apps. The company provides capabilities such as data, file, user and payment management through REST APIs.
Using the same platform, BlankSlate was able to gather the city's data files from 45 file sources from three different city agencies, import them and instantly export APIs. This process took just a few days.
For example, you can use the Blocks and Lots widget to dig into the property valuation for Ellis Island, which is apparently worth about as much as Zynga these days.
In the near future, Blocks and Lots will add location-aware iPhone and Android apps (i.e., the user's mobile device will automatically retrieve prope/> [...]
Thu Dec 24, 2009 20:25 pm
What is the Rational Decison?
Imagine you asked to take a bet. The bet is for your entire net worth. If you win, you double your net worth. If you lose, it goes to zero.
Here’s the kicker: You have a 90% chance to win and only a 10% chance to lose.
Do you take the bet? (answer with how many digits in your net worth).
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Sun Mar 21, 2010 00:05 am
