Comments on: Being in the Conversation – Social Media and your Brand http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/ The ramblings of an often lucid mind... Fri, 12 Mar 2010 12:24:54 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: Success in Social Media: Defining Your Business Goals and Observing http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-297 Success in Social Media: Defining Your Business Goals and Observing Mon, 12 Jan 2009 11:49:07 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-297 [...] Conversations, Social Media, and Your Brand from Brian [...] [...] Conversations, Social Media, and Your Brand from Brian [...]

]]> By: Video: Social Media in Corporations - and The Quesiton of Scale | Brian Roy’s Blog http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-296 Video: Social Media in Corporations - and The Quesiton of Scale | Brian Roy’s Blog Fri, 19 Dec 2008 19:40:29 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-296 [...] David Alston of Radian6 stopped by yesterday and commented on this post. [...] [...] David Alston of Radian6 stopped by yesterday and commented on this post. [...]

]]> By: briantroy http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-569 briantroy Fri, 19 Dec 2008 09:54:04 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-569 David -<br><br>Thanks for stopping by and commenting. I agree with all of your comments - the opportunity cost of not being engaged is far too high. Your customers and prospects now have a platform (or Megaphone as I like to call it) that is as powerful as your marketing and PR machine. You simply can not ignore that.<br><br>Regarding scale - I'm thinking about an order of magnitude change in scale - on the order of customer service organizations in fortune 500 companies (literally hundreds - sometimes thousands of employees in multiple locations handling 10's of thousands of contact per day). That is my background and I'm perfectly comfortable saying that is where this is headed.<br>The challenge is companies do not leverage those existing contact centers as brand enhancers - actually just the opposite.<br>That kind of scale will present distinct operational issues - some of which are already faced by existing customer service operations - and the issues associated with the tools used to enable those conversations.<br>This post contains more detailed thoughts on the matter:<br><a href="http://briantroy.com/blog/2008/12/15/will-social-media-replace-contact-centers-with-advocacy-centers/" rel="nofollow">http://briantroy.com/blog/2008/12/15/will-socia...</a><br><br>Again - thanks for commenting. And keep up the great work! David -

Thanks for stopping by and commenting. I agree with all of your comments – the opportunity cost of not being engaged is far too high. Your customers and prospects now have a platform (or Megaphone as I like to call it) that is as powerful as your marketing and PR machine. You simply can not ignore that.

Regarding scale – I'm thinking about an order of magnitude change in scale – on the order of customer service organizations in fortune 500 companies (literally hundreds – sometimes thousands of employees in multiple locations handling 10's of thousands of contact per day). That is my background and I'm perfectly comfortable saying that is where this is headed.
The challenge is companies do not leverage those existing contact centers as brand enhancers – actually just the opposite.
That kind of scale will present distinct operational issues – some of which are already faced by existing customer service operations – and the issues associated with the tools used to enable those conversations.
This post contains more detailed thoughts on the matter:
http://briantroy.com/blog/2008/12/15/will-socia...

Again – thanks for commenting. And keep up the great work!

]]> By: David Alston http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-570 David Alston Fri, 19 Dec 2008 09:07:04 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-570 Oh yes, and I almost forgot, thanks so much for the Radian6 shout out. Very much appreciated. Oh yes, and I almost forgot, thanks so much for the Radian6 shout out. Very much appreciated.

]]> By: David Alston http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-568 David Alston Fri, 19 Dec 2008 09:06:07 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-568 Hey there Brian, great post. And to illustrate your point on operationalizing - I had bookmarked itto come back when I had a moment to comment, and it's been a few days. But just because listening and engaging can become all consuming (I now probably spend at least 6 hours a day listening and responding on all social media channels it is the core of our brand strategy and the reason its grown in awareness and position over the past year and a half) it is not a reason to avoid doing it. Customers expect you to help them via social media just like with any other channel. The Return on Ignoring (ROI) can be measured quite easily in lost customers, lost sales, and lost brand reputation. <br><br>So back to the scaling of such a function. This is the great part about social media - i CAN be scaled and it starts with people. I tweeted an additional community manager position with Radian6 to help with our listening and engaging yesterday. The result - 600 visits to the job posting within hours and tons of great resumes. Yes indeed there are lots of amazing community managers out there to help any company listen and engage. <br><br>Thanks for the post again Brian. Very timely.<br><br>Cheers. Hey there Brian, great post. And to illustrate your point on operationalizing – I had bookmarked itto come back when I had a moment to comment, and it's been a few days. But just because listening and engaging can become all consuming (I now probably spend at least 6 hours a day listening and responding on all social media channels it is the core of our brand strategy and the reason its grown in awareness and position over the past year and a half) it is not a reason to avoid doing it. Customers expect you to help them via social media just like with any other channel. The Return on Ignoring (ROI) can be measured quite easily in lost customers, lost sales, and lost brand reputation.

So back to the scaling of such a function. This is the great part about social media – i CAN be scaled and it starts with people. I tweeted an additional community manager position with Radian6 to help with our listening and engaging yesterday. The result – 600 visits to the job posting within hours and tons of great resumes. Yes indeed there are lots of amazing community managers out there to help any company listen and engage.

Thanks for the post again Brian. Very timely.

Cheers.

]]> By: briantroy http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-404 briantroy Fri, 19 Dec 2008 04:54:04 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-404 David -<br><br>Thanks for stopping by and commenting. I agree with all of your comments - the opportunity cost of not being engaged is far too high. Your customers and prospects now have a platform (or Megaphone as I like to call it) that is as powerful as your marketing and PR machine. You simply can not ignore that.<br><br>Regarding scale - I'm thinking about an order of magnitude change in scale - on the order of customer service organizations in fortune 500 companies (literally hundreds - sometimes thousands of employees in multiple locations handling 10's of thousands of contact per day). That is my background and I'm perfectly comfortable saying that is where this is headed.<br>The challenge is companies do not leverage those existing contact centers as brand enhancers - actually just the opposite.<br>That kind of scale will present distinct operational issues - some of which are already faced by existing customer service operations - and the issues associated with the tools used to enable those conversations.<br>This post contains more detailed thoughts on the matter:<br><a href="http://briantroy.com/blog/2008/12/15/will-social-media-replace-contact-centers-with-advocacy-centers/" rel="nofollow">http://briantroy.com/blog/2008/12/15/will-socia...</a><br><br>Again - thanks for commenting. And keep up the great work! David -

Thanks for stopping by and commenting. I agree with all of your comments – the opportunity cost of not being engaged is far too high. Your customers and prospects now have a platform (or Megaphone as I like to call it) that is as powerful as your marketing and PR machine. You simply can not ignore that.

Regarding scale – I'm thinking about an order of magnitude change in scale – on the order of customer service organizations in fortune 500 companies (literally hundreds – sometimes thousands of employees in multiple locations handling 10's of thousands of contact per day). That is my background and I'm perfectly comfortable saying that is where this is headed.
The challenge is companies do not leverage those existing contact centers as brand enhancers – actually just the opposite.
That kind of scale will present distinct operational issues – some of which are already faced by existing customer service operations – and the issues associated with the tools used to enable those conversations.
This post contains more detailed thoughts on the matter:
http://briantroy.com/blog/2008/12/15/will-socia...

Again – thanks for commenting. And keep up the great work!

]]> By: David Alston http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-405 David Alston Fri, 19 Dec 2008 04:07:04 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-405 Oh yes, and I almost forgot, thanks so much for the Radian6 shout out. Very much appreciated. Oh yes, and I almost forgot, thanks so much for the Radian6 shout out. Very much appreciated.

]]> By: David Alston http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-403 David Alston Fri, 19 Dec 2008 04:06:07 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-403 Hey there Brian, great post. And to illustrate your point on operationalizing - I had bookmarked itto come back when I had a moment to comment, and it's been a few days. But just because listening and engaging can become all consuming (I now probably spend at least 6 hours a day listening and responding on all social media channels it is the core of our brand strategy and the reason its grown in awareness and position over the past year and a half) it is not a reason to avoid doing it. Customers expect you to help them via social media just like with any other channel. The Return on Ignoring (ROI) can be measured quite easily in lost customers, lost sales, and lost brand reputation. <br><br>So back to the scaling of such a function. This is the great part about social media - i CAN be scaled and it starts with people. I tweeted an additional community manager position with Radian6 to help with our listening and engaging yesterday. The result - 600 visits to the job posting within hours and tons of great resumes. Yes indeed there are lots of amazing community managers out there to help any company listen and engage. <br><br>Thanks for the post again Brian. Very timely.<br><br>Cheers. Hey there Brian, great post. And to illustrate your point on operationalizing – I had bookmarked itto come back when I had a moment to comment, and it's been a few days. But just because listening and engaging can become all consuming (I now probably spend at least 6 hours a day listening and responding on all social media channels it is the core of our brand strategy and the reason its grown in awareness and position over the past year and a half) it is not a reason to avoid doing it. Customers expect you to help them via social media just like with any other channel. The Return on Ignoring (ROI) can be measured quite easily in lost customers, lost sales, and lost brand reputation.

So back to the scaling of such a function. This is the great part about social media – i CAN be scaled and it starts with people. I tweeted an additional community manager position with Radian6 to help with our listening and engaging yesterday. The result – 600 visits to the job posting within hours and tons of great resumes. Yes indeed there are lots of amazing community managers out there to help any company listen and engage.

Thanks for the post again Brian. Very timely.

Cheers.

]]> By: briantroy http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-295 briantroy Fri, 19 Dec 2008 02:54:04 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-295 David -<br><br>Thanks for stopping by and commenting. I agree with all of your comments - the opportunity cost of not being engaged is far too high. Your customers and prospects now have a platform (or Megaphone as I like to call it) that is as powerful as your marketing and PR machine. You simply can not ignore that.<br><br>Regarding scale - I'm thinking about an order of magnitude change in scale - on the order of customer service organizations in fortune 500 companies (literally hundreds - sometimes thousands of employees in multiple locations handling 10's of thousands of contact per day). That is my background and I'm perfectly comfortable saying that is where this is headed.<br>The challenge is companies do not leverage those existing contact centers as brand enhancers - actually just the opposite.<br>That kind of scale will present distinct operational issues - some of which are already faced by existing customer service operations - and the issues associated with the tools used to enable those conversations.<br>This post contains more detailed thoughts on the matter:<br><a href="http://briantroy.com/blog/2008/12/15/will-social-media-replace-contact-centers-with-advocacy-centers/" rel="nofollow">http://briantroy.com/blog/2008/12/15/will-socia...</a><br><br>Again - thanks for commenting. And keep up the great work! David -

Thanks for stopping by and commenting. I agree with all of your comments – the opportunity cost of not being engaged is far too high. Your customers and prospects now have a platform (or Megaphone as I like to call it) that is as powerful as your marketing and PR machine. You simply can not ignore that.

Regarding scale – I'm thinking about an order of magnitude change in scale – on the order of customer service organizations in fortune 500 companies (literally hundreds – sometimes thousands of employees in multiple locations handling 10's of thousands of contact per day). That is my background and I'm perfectly comfortable saying that is where this is headed.
The challenge is companies do not leverage those existing contact centers as brand enhancers – actually just the opposite.
That kind of scale will present distinct operational issues – some of which are already faced by existing customer service operations – and the issues associated with the tools used to enable those conversations.
This post contains more detailed thoughts on the matter:
http://briantroy.com/blog/2008/12/15/will-socia...

Again – thanks for commenting. And keep up the great work!

]]> By: David Alston http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/comment-page-1/#comment-294 David Alston Fri, 19 Dec 2008 02:07:04 +0000 http://briantroy.com/blog/2008/12/12/being-in-the-conversation-social-media-and-you-brand/#comment-294 Oh yes, and I almost forgot, thanks so much for the Radian6 shout out. Very much appreciated. Oh yes, and I almost forgot, thanks so much for the Radian6 shout out. Very much appreciated.

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