@Kim, so would this tweet have something to do with sentiment analysis? @noodlebar Thanks for the feedback & shout-out! We pride ourselves on great pricing & selection and are glad to know our customers see it.
At a very simplistic level, jwallace, it's using search terms to see how many people are tweeting good things about a brand/person/event. I think you need big samples to rule out the things Steve is just describing - missed context, irony, false positives.
@mary certainly for any customer I'd say buy it (when it's ready)...we're still evaluating build-or-buy as a company to add it to our offerings. We don't want to offer something to our customers that we're not completely confident in, though, so we're waiting at this point
I agree...it's also a very tough problem with all of the interleaved conversations, missing context (eg. comment threads and @replies), abbreviations/l33tspeak, and links. sentiment analysis is getting decent at long pieces of text though.
@kim talking to many of our internal champions at customers, it helps a lot ... you just spend a lot more time focused externally than explaining yourself/getting buy-in internally. But all it takes is a few people to get started...Frank Eliason (the original @ComcastCares) is a great example of someone who took a very non-internally-social culture and made it a huge social media success story
@mary that's hard to say...they're both good at different things. Financial is probably doing better at person-to-person outreach, but retail is certainly leading the way on lead generation & promotions
@kim yep, there are some pretty amusing (embarassing if you're involved, I'm sure) memes around that ... people often complain about the complexity of Facebook's privacy settings in particular, and I know they're working on improving them -- but fundamentally, if you don't want it on the front page of the NYT, you shouldn't put it online. Something can always go wrong!
Steve: something we see time and time again (especially with NYPD officers, for some reason) is people treating Facebook and Twitter as if they were private conversations with their friends, not seeming to understand that they are (more or less) public. Have you come across this?
@kim yes and no. Can you go on CNN and conduct an interview trashing your employer? Of course you can, free speech being what it is (yay), but they can also fire you for doing that...Twitter is the same way, just more accessible
@nicole I'm not a lawyer, so take this with a grain of salt...but I think it depends on the expectations that were set up front. Was the employee's job to gain twitter followers for the company? Or even something like that? or it just happened to occur as a result/unrelated?
@mary I think it comes down to disclosure and "order of magnitude"...someone has to share it to get started, but faking too much of it will usually get you caught and backfire. Local reps are a great way to get this going faster and more authentically :)
In much the same way that joining a brokerage means you must disclose all of your financial transactions (to prevent inside trading and the like), you also have to disclose (and archive, filter, and review) customer communications
Steve, there's a lawsuit going on right now with someone who left his company and took his Twitter followers with him. Do you think company's have a right to claim ownership over employees' Twitter followers?
Steve: I am still struggling with how an enterprise can control what its employees do and say - even about the business - on their own devices or platforms. Are they contractually bound to offer up their personal social media accounts for monitoring?
jwallace, IE is a brand, and not to toot our horn, but I think engaging with our social media pages is rewarding because it's us... it's the same us you're engaging with here. It's not the IE logo you're communicating with.
Well I'm puzzled now. Being blocked from social media on the work system or device is not the same as being blocked at work - if you have your own device. And since social platforms are up there in the cloud, what does it matter?
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Positec, a manufacturer of power tools for homes and commercial applications, achieves greater customer service flexibility and cuts hold times in half by using a cloud-based service to manage its call center.
Big-data and analytics tools enable marketers to understand customers as individuals, identifying unmet needs and addressing each customer as a "segment of one," says John Kennedy, VP corporate marketing, IBM.
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