Your Conversations, And A Little Systems Theory

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  How Visible Are Your Conversations? Here’s another example on the visibility of the conversation when your brand manages the social customer. (See Table 3.1.) Let’s say you’re selling mobile phone service and an unhappy AT&T customer, who we’ll call Jane, is frustrated because her Apple iPhone contract ended in June 2010… More»

What's It Worth To Be A Social Object?

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Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment continues Chapter 1: The Brand As A Social Object and the Business Case for Social CRM. Adam… More»

First Impressions: Starwood's Aloft Brand

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I first walked into a Starwood Aloft Hotel down in Charlotte, North Carolina, last summer. It struck me as a “85%” version of their 12-year-old Hotel W brand. Room count was smaller (typically 85-115), and the rooms appeared to be about 15% smaller. Fixtures (bath, paint, linens) seem to… More»

First Impressions: Starwood's Aloft Brand

Posted at 08:05PM in , , PermalinkNo Comments

I first walked into a Starwood Aloft Hotel down in Charlotte, North Carolina, last summer. It struck me as a “85%” version of their 12-year-old Hotel W brand. Room count was smaller (typically 85-115), and the rooms appeared to be about 15% smaller. Fixtures (bath, paint, linens) seem to… More»

Accidentally Like A Martyr: Twitter Advertising & How To Prepare Your Consumer Brand For This Sub-Strategy

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Last week was a big week on the social web, especially for large consumer brands. Last Friday, 72 hours after the announcement of Salesforce’s groundbreaking "Chatter":http://thesocialconcept.com/metzmash/salesforce-launches-chatter-full-scale-social-media-for-smbenterprise product (in-house social customer management for SMB/enterprise), Twitter COO Dick Costolo "announced":http://scobleizer.com/2009/11/20/twitter-to-turn-on-advertising-you-will-love-heres-how-supertweet/ that Twitter will turn on an advertising model. According to "TechCrunch":http://www.techcrunch.com/2009/11/20/twitter-ads/… More»

Download Thursday's Twitter Conference Keynote

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If you’d like to grab a complimentary copy of Thursday’s Twitter Conference Keynote – Ka-Ching! Revenue Strategies with Twitter & Customer Relationship Management Integration – send us an email between now and end-of-day Thursday. We normally sell these presentations for $25, post-event, but we’ll be giving them away for… More»

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