Luxury Auto Social Media Use Study - MH Group Communications
View more presentations from MH Group Comunications
http://claudiodiniz-claudiodiniz.blogspot.com/2010/09/luxury-auto-brands-and-their-presence.html
Showing posts with label Social Media. Show all posts
Showing posts with label Social Media. Show all posts
Wednesday, May 25, 2011
Luxury Auto Brands and their presence in social media
http://claudiodiniz-claudiodiniz.blogspot.com/2010/09/luxury-auto-brands-and-their-presence.html
Thursday, April 28, 2011
How to Turn Customers into Brand Ambassadors
After I talked about the future of “search” in my previous article, lets now look at what a brand should do to win in the new “search” paradigm.
It starts with listening, a simple act in the digital world the importance of which is yet to be fully understood or appreciated. Listening to conversations about your brand or product or service offers multiple opportunities. If people are speaking well of you, you’ve an opportunity to convert them to your brand ambassadors. If they are speaking ill of you, thank them for helping identify an opportunity for you to grow and to resolve an issue in a way that turns around their perceptions and experience.
Don’t listen and you end up missing out on both opportunities above and you should be prepared to face a potential backlash from dissatisfied customers. For example, Vishal Rao, a frustrated customer of MakeMyTrip ended up creating a new site RuinedMyTrip.com to share his horrifying experience and it is prominent on searches for the company. For more on this, check out this Mint story.
Tools such as Google Alerts and TweetDeck do a great job of helping a brand listen to conversations about it. Once a brand has laid the foundation to continuously listen, it can embrace some or all of the opportunities of “social search,” some of which are below:
–Be present on relevant Social Media: Given that search results increasingly throw out more social media channels such as Facebook, LinkedIn, Twitter, Flickr, SlideShare, and others, being present on these channels opens up new opportunities to be found by customers on search engines. Take a minute to search for your name on Google and observe the results. This article ‘Google will force all B2B companies to Tweet’ will help you further understand the importance of Twitter.
–Turn your satisfied customers into brand ambassadors: Given that potential customers want to know about your product or service through the people who’ve already used it, the opportunity of leveraging your existing customers to bring in more customers is unmatched. But how? There are numerous ways to do it.
Recently, LinkedIn launched a new feature called its “Company Page,” where any company can list its products or services. There is no reason you should not request your satisfied customers to share their feedback about you. At Digital Vidya, we’ve been continuously making the most of our LinkedIn Company Page to build credibility and generate more business. Similarly, you can request recommendations be placed on your LinkedIn profile.
Today, Twitter is one of the favorite platforms for consumers to share their opinions. The question is whether you can encourage and inspire your satisfied customers to share their views about you. You can then use the stream of positive tweets about your brand as testimony to attract new customers. For examples, 24hoursloot.com has integrated a Twitter stream into their website in the form of “true testimonials from real people” to boost conversion rates for every campaign, which drives traffic to their Web site.
Believe me, it’s also worth spending time in identifying and requesting some of your customers to blog about you. Let me share two examples from our social media workshops: Social Media Workshops in India: The one I endorse and Social Media and the ‘GURUs’
In addition to blogging, it doesn’t cost you anything to request your satisfied customers write about their experience about your brand on popular review sites such as MouthShut.com. Here is an example of another business for which we requested experts to review our products at JavaRanch, one of the most popular Java discussion forums.
Likewise, depending upon your industry, you will have enough avenues to realize the opportunity of word of mouth. Please remember, if you are listening, you may discover a number of satisfied customers, who otherwise gets missed.
While it’s important to acknowledge and encourage your delighted customers, it’s even more critical to take care of your dissatisfied customers. In the world of social media, nothing works better than making a public apology and taking responsibility of your mistakes. By resolving the concerns of your customers in public, you are likely to strengthen your relationship with your satisfied customers in addition to turning your frustrated customers into brand ambassadors.
CafeCoffeeDay has an interesting case in which they smartly recovered from a short-lived crisis by appropriately responding to their customers in a timely way. By publicly dealing with the situation, as MakeMyTrip is also doing, you show that you are doing your best to improve customer satisfaction.
I will be happy to answer any questions you may have on the tools and case studies discussed. Moreover, I invite you to share relevant personal experiences in the Comments.
Pradeep Chopra is chief executive of Digital Vidya, a leading Indian digital marketing training company. He also runs a digital marketing community on Facebook. He’s reachable on LinkedIn and on Twitter @pradeepchopra. You can read his full mentor bio here.
http://blogs.wsj.com/indiarealtime/2011/04/27/chief-mentor-how-to-turn-customers-into-brand-ambassadors/
It starts with listening, a simple act in the digital world the importance of which is yet to be fully understood or appreciated. Listening to conversations about your brand or product or service offers multiple opportunities. If people are speaking well of you, you’ve an opportunity to convert them to your brand ambassadors. If they are speaking ill of you, thank them for helping identify an opportunity for you to grow and to resolve an issue in a way that turns around their perceptions and experience.
Don’t listen and you end up missing out on both opportunities above and you should be prepared to face a potential backlash from dissatisfied customers. For example, Vishal Rao, a frustrated customer of MakeMyTrip ended up creating a new site RuinedMyTrip.com to share his horrifying experience and it is prominent on searches for the company. For more on this, check out this Mint story.
Tools such as Google Alerts and TweetDeck do a great job of helping a brand listen to conversations about it. Once a brand has laid the foundation to continuously listen, it can embrace some or all of the opportunities of “social search,” some of which are below:
–Be present on relevant Social Media: Given that search results increasingly throw out more social media channels such as Facebook, LinkedIn, Twitter, Flickr, SlideShare, and others, being present on these channels opens up new opportunities to be found by customers on search engines. Take a minute to search for your name on Google and observe the results. This article ‘Google will force all B2B companies to Tweet’ will help you further understand the importance of Twitter.
–Turn your satisfied customers into brand ambassadors: Given that potential customers want to know about your product or service through the people who’ve already used it, the opportunity of leveraging your existing customers to bring in more customers is unmatched. But how? There are numerous ways to do it.
Recently, LinkedIn launched a new feature called its “Company Page,” where any company can list its products or services. There is no reason you should not request your satisfied customers to share their feedback about you. At Digital Vidya, we’ve been continuously making the most of our LinkedIn Company Page to build credibility and generate more business. Similarly, you can request recommendations be placed on your LinkedIn profile.
Today, Twitter is one of the favorite platforms for consumers to share their opinions. The question is whether you can encourage and inspire your satisfied customers to share their views about you. You can then use the stream of positive tweets about your brand as testimony to attract new customers. For examples, 24hoursloot.com has integrated a Twitter stream into their website in the form of “true testimonials from real people” to boost conversion rates for every campaign, which drives traffic to their Web site.
Believe me, it’s also worth spending time in identifying and requesting some of your customers to blog about you. Let me share two examples from our social media workshops: Social Media Workshops in India: The one I endorse and Social Media and the ‘GURUs’
In addition to blogging, it doesn’t cost you anything to request your satisfied customers write about their experience about your brand on popular review sites such as MouthShut.com. Here is an example of another business for which we requested experts to review our products at JavaRanch, one of the most popular Java discussion forums.
Likewise, depending upon your industry, you will have enough avenues to realize the opportunity of word of mouth. Please remember, if you are listening, you may discover a number of satisfied customers, who otherwise gets missed.
While it’s important to acknowledge and encourage your delighted customers, it’s even more critical to take care of your dissatisfied customers. In the world of social media, nothing works better than making a public apology and taking responsibility of your mistakes. By resolving the concerns of your customers in public, you are likely to strengthen your relationship with your satisfied customers in addition to turning your frustrated customers into brand ambassadors.
CafeCoffeeDay has an interesting case in which they smartly recovered from a short-lived crisis by appropriately responding to their customers in a timely way. By publicly dealing with the situation, as MakeMyTrip is also doing, you show that you are doing your best to improve customer satisfaction.
I will be happy to answer any questions you may have on the tools and case studies discussed. Moreover, I invite you to share relevant personal experiences in the Comments.
Pradeep Chopra is chief executive of Digital Vidya, a leading Indian digital marketing training company. He also runs a digital marketing community on Facebook. He’s reachable on LinkedIn and on Twitter @pradeepchopra. You can read his full mentor bio here.
http://blogs.wsj.com/indiarealtime/2011/04/27/chief-mentor-how-to-turn-customers-into-brand-ambassadors/
Wednesday, December 22, 2010
3 Tips for Engaging Online Communities with Data VisualizationThis post is part of our ReadWriteEnterprise channel, which is a resource and guide for
This post is part of our ReadWriteEnterprise channel, which is a resource and guide for IT managers and technologists in the Enterprise. As you're exploring solutions for your enterprise, check out this helpful ReadWriteWeb report provided for FREE courtesy of HP: The Age of Exabytes
http://www.readwriteweb.com/enterprise/2010/12/3-tips-for-engaging-online-communities-with-data-visualization.php?utm_source=twitterfeed&utm_medium=twitter&utm_campaign=Feed%3A+readwriteweb+%28ReadWriteWeb%29&utm_content=Twitter
Monday, December 20, 2010
The Lucky 7 Tips to Successful Engagement on Facebook
For us, engagement is about building a real community and strengthening the brand relationship with our global influencers including press, analysts, customers and techies. While we're continually learning and adjusting our activities and approach, here's a snapshot of what has helped us build an engaged community on Facebook:
http://socialmediatoday.com/lkniffin/240868/lucky-7-tips-successful-engagement-facebook?utm_source=twitterfeed&utm_medium=twitter&utm_campaign=Social+Media+Today+%28all+posts%29&utm_content=Twitter
http://socialmediatoday.com/lkniffin/240868/lucky-7-tips-successful-engagement-facebook?utm_source=twitterfeed&utm_medium=twitter&utm_campaign=Social+Media+Today+%28all+posts%29&utm_content=Twitter
Tuesday, November 16, 2010
The One Thing Every Social Media Site Is Failing At (Except LinkedIn)
I have account with most social media sites that you have probably heard of, and a few that you probably haven't. It's not from being super socially connected, but rather from my desire to experiment and try new tools to see what value they might offer for me and for the businesses I work with. Over the last year, though, I have uncovered one important thing that most social media sites do tremendously badly and that I hope someone will fix.
As much as I enjoy my virtual friendships, there is still a huge value for me in connecting in person with people to meet face to face. Despite how easily social media and social networks help us to connect with people we know or might know online, the most popular sites (Facebook and Twitter, in particular) fall short when it comes to helping people meet up in real life. Here are a few of the challenges;
Why is this simple task so hard and who else will step up to solve it? That is one of the central questions that more and more people will be asking ... mainly because meeting face to face still matters, and I believe it always will.
http://rohitbhargava.typepad.com/weblog/
As much as I enjoy my virtual friendships, there is still a huge value for me in connecting in person with people to meet face to face. Despite how easily social media and social networks help us to connect with people we know or might know online, the most popular sites (Facebook and Twitter, in particular) fall short when it comes to helping people meet up in real life. Here are a few of the challenges;
- Very difficult to search and filter your networks by location, and then to send them a message.
- Lack of data on where people actually are, versus what network they usually belong to or where they live.
- No integration between networks on multiple sites to allow me to see all my connections in a particular location.
- Meetup/Evite/Twtvite - organize an event, invite people directly and hope they show up (and that you have their emails).
- Foursquare/Gowalla - broadcast where you are RIGHT NOW and hope that others in your network are there too.
- Plancast/Dopplr - broadcast where you WILL BE in the future and hope that others in your network will be there too.
Why is this simple task so hard and who else will step up to solve it? That is one of the central questions that more and more people will be asking ... mainly because meeting face to face still matters, and I believe it always will.
http://rohitbhargava.typepad.com/weblog/
Saturday, November 13, 2010
SMI Tool by Airgate Solutions
I stumbled upon this Social Media Index tool. not sure if it works... will try it sometime! ~Ben
http://www.airgatesolutions.com/index.php?option=com_content&view=article&id=147&Itemid=103
http://www.airgatesolutions.com/index.php?option=com_content&view=article&id=147&Itemid=103
Friday, November 12, 2010
Tuesday, November 2, 2010
How to link Twiter to Facebook
Over the past few months my blog has received thousands of hits a day from users looking for information on how they can link Twitter to Facebook. The following is a brief collection of links that will help all of you find what you need:
Twitter’s official page on how to add Twitter to Facebook. The Twitter app for Facebook integrates Twitter into your Facebook experience.
Here is the most popular Twitter Facebook Application.
A blog post from a Facebook employee discussing Publishing to Twitter from Facebook Pages.
The Facebook application Selective Tweets. Selective Tweet Status lets you update your Facebook status from Twitter – BUT you can choose which tweets you want – just end a tweet with #fb when you want to post it as your Facebook status – simple!
A nifty Facebook Page that helps you manage your Facebook Fan Pages connection to Twitter accounts.
Hope this helps!
Twitter’s official page on how to add Twitter to Facebook. The Twitter app for Facebook integrates Twitter into your Facebook experience.
Here is the most popular Twitter Facebook Application.
A blog post from a Facebook employee discussing Publishing to Twitter from Facebook Pages.
The Facebook application Selective Tweets. Selective Tweet Status lets you update your Facebook status from Twitter – BUT you can choose which tweets you want – just end a tweet with #fb when you want to post it as your Facebook status – simple!
A nifty Facebook Page that helps you manage your Facebook Fan Pages connection to Twitter accounts.
Hope this helps!
http://www.ajvaynerchuk.com/how-to-link-twitter-to-facebook-a-twitter-tutorial-3/
Friday, October 22, 2010
26 Tips for Enhancing Your Facebook Page
Are you looking for fresh ideas to enhance your Facebook efforts? Do you ever have days when you’re not sure what to post on your Facebook page?
This can be a real problem if you’ve made Facebook updates an integral part of your communications strategy.
These are the times when having a ready-and-waiting list of Facebook ideas will come in handy. In this post I’ll show you 26 practical ways to use good content for your Facebook pages, everything from A to Z.
http://www.socialmediaexaminer.com/26-tips-for-enhancing-your-facebook-page/?utm_source=twitterfeed&utm_medium=twitter
Sunday, October 3, 2010
HOW TO: Use Twitter Hashtags for Business
This post originally appeared on the American Express OPEN Forum, where Mashable regularly contributes articles about leveraging social media and technology in small business.
If you’ve used Twitter () for more than a couple of hours, you’ve probably already seen a tweet or two containing a word with the hash symbol (“#”) attached to it. That’s what Twitter users call a “hashtag,” and at any given time at least one of them can usually be found among the trending topics on Twitter. But what exactly is a hashtag?
Hashtags are essentially a simple way to catalog and connect tweets about a specific topic. They make it easier for users to find additional tweets on a particular subject, while filtering out the incidental tweets that may just coincidentally contain the same keyword. Hashtags are also often used by conference and event organizers as a method of keeping all tweets about the event in a single stream, and they’ve even been used to coordinate updates during emergencies. In fact, hashtags were first popularized during the 2007 San Diego wildfire, when the tag #sandiegofires was used to identify tweets about the natural disaster.
You can create a hashtag simply by appending the hash symbol to a word, like this: #hashtag.
http://mashable.com/2009/09/04/twitter-hashtags-business/
If you’ve used Twitter () for more than a couple of hours, you’ve probably already seen a tweet or two containing a word with the hash symbol (“#”) attached to it. That’s what Twitter users call a “hashtag,” and at any given time at least one of them can usually be found among the trending topics on Twitter. But what exactly is a hashtag?
)Hashtags are essentially a simple way to catalog and connect tweets about a specific topic. They make it easier for users to find additional tweets on a particular subject, while filtering out the incidental tweets that may just coincidentally contain the same keyword. Hashtags are also often used by conference and event organizers as a method of keeping all tweets about the event in a single stream, and they’ve even been used to coordinate updates during emergencies. In fact, hashtags were first popularized during the 2007 San Diego wildfire, when the tag #sandiegofires was used to identify tweets about the natural disaster.
You can create a hashtag simply by appending the hash symbol to a word, like this: #hashtag.
http://mashable.com/2009/09/04/twitter-hashtags-business/
Saturday, October 2, 2010
How Investigative Journalism Is Prospering in the Age of Social Media
In a society that is more connected than ever, investigative journalists that were once shrouded in mystery are now taking advantage of their online community relationships to help scour documents and uncover potential wrongs. The tools and information now available to journalists are making the jobs of investigative outlets more efficient.
The socialization of the web is revolutionizing the traditional story format. Investigative reporters are now capturing content shared in the social space to enrich their stories, enabling tomorrow’s reporters to create contextualized social story streams that reference not only interviewed sources, but embedded tweets, Facebook postings and more. Journalists are also leveraging the vast reach of social networks in unprecedented ways. In many respects, social media is enabling watchdog journalism to prosper. Here’s how.
http://mashable.com/2010/11/24/investigative-journalism-social-web/
The socialization of the web is revolutionizing the traditional story format. Investigative reporters are now capturing content shared in the social space to enrich their stories, enabling tomorrow’s reporters to create contextualized social story streams that reference not only interviewed sources, but embedded tweets, Facebook postings and more. Journalists are also leveraging the vast reach of social networks in unprecedented ways. In many respects, social media is enabling watchdog journalism to prosper. Here’s how.
http://mashable.com/2010/11/24/investigative-journalism-social-web/
Thursday, August 26, 2010
Thursday, August 12, 2010
Monday, August 9, 2010
Luxury Auto Brands and their Presence in Social Media
MH Group Communications and Forum Strategies & Communications performed a comprehensive analysis of luxury auto brands and their presence within social networks
Two key measures
Identification of Trending Topics and Strategic Opportunities
http://www.forumstrategies.com/pdf/AutoStudy.pdf
Two key measures
- Community Index: Numerical calculation based on total Facebook friends, Twitter followers, YouTube channel subscribers & Flickr group members, with a growth-rate factor applied
- Conversation Index: Numerical calculation based on total Facebook comments, Twitter Tweets, YouTube video posts & Flickr photo posts, with a growth-rate factor applied
Identification of Trending Topics and Strategic Opportunities
- Key subjects of SM conversation about luxury auto brands
- Key SM trends affecting luxury brands in general
http://www.forumstrategies.com/pdf/AutoStudy.pdf
Landor’s 2010 trends forecast
Market trends and their impact on brands
including:
• Mich Bergesen on financial services
• Alex Do on social media
• Peter Knapp on airlines
• Jason Little on design
• Russ Meyer on green
• Susan Nelson on consumer spending
• Scott Osman on corporate social responsibility
• Lulu Raghavan on hospitality
• Luc Speisser on food and beverage
http://www.wpp.com/NR/rdonlyres/F0A44DC6-FE2B-420D-AF6C-8B60A59EEA24/0/landor_trends_forecast_dec09.pdf
including:
• Mich Bergesen on financial services
• Alex Do on social media
• Peter Knapp on airlines
• Jason Little on design
• Russ Meyer on green
• Susan Nelson on consumer spending
• Scott Osman on corporate social responsibility
• Lulu Raghavan on hospitality
• Luc Speisser on food and beverage
http://www.wpp.com/NR/rdonlyres/F0A44DC6-FE2B-420D-AF6C-8B60A59EEA24/0/landor_trends_forecast_dec09.pdf
Thursday, June 10, 2010
Wednesday, June 9, 2010
Monday, May 31, 2010
[LIVE!] How airlines and EuroControl are conquering Icelandinc volcanic ash through social media #ashtag
http://simpliflying.com/2010/live-how-airlines-and-eurocontrol-are-conquering-icelandinc-volcanic-ash-through-social-media-ashtag/
How Social Media Helped Travelers During the Iceland Volcano Eruption
http://mashable.com/2010/04/22/social-media-iceland-volcano/
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