Tag Archives: twitter

Choices – let’s not get spoilt though!

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This picture adorns my Twitter background ( @ajaxjoshi ). Why? Any guesses? Look at it again, this was clicked by me at the Surajkund Crafts Mela in Feb this year – a shop selling lamps in all available color and combinations. What dilemma if you were to choose and buy 1 or a couple of them. The decision becomes easy if you put these in context/surroundings where you wanna display them – so the point I want to make – when you want to go social, be sure to choose the right platforms and not just jump onto as many as you can or the ones which are the most populated.

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Social Media Metrics – Amplification Rate

Amplification through (marketing) relationships – 1 thing you sure can’t buy!

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Social Media KPI [Series] [#2]– Quantitative

Here comes the 2nd one in the series. Going on to the next step after you have decided and started measuring for Awareness and Engagement both on the Home Base and the Out Posts – The Digital Touch Points.

It’s not about what you do on your outposts (social community/accelerator networks) but also the touch points that lead your users/followers/consumers to it. The Digital Touch Points!

Digital Touch Points

 

List down KPIs for all the touch points and get them into your measurement and analysis grid. These with the earlier ones, together will provide tremendous insights. You might have offline also in your outreach program, if so, add them too. How people are interacting with you is what you had covered, now this one lets you know on where they are interacting and if they are hoping on from one to another – and in the process taking the conversations across touch points.

Thoughts? Looking forward to your comments… reach me @ajaxjoshi

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Customer Service in 140 Characters

ImageTwitter is good… but how can you make it Great for yourself is up to you. In this post I would list out why we should use Twitter and its mechanics to provide customer service. All in real time, in the moment – we can receive responses and resolutions without holding on listening to music or keying in numbers in response to the IVR. Here why we should adopt it:

  1. Reduce the size of the support team and control costs. For long we have been trying to put our customers to use the IVR, dissuading them from talking to our phone executives. A Twitter listening station would not only help us respond to customers but also identify and reach out to issues, problems or delight that are not directed at us while on phone.
  2. Learn from customers’ repetitive questions to improve our product and service offerings. Repetitive questions on the phone versus the same coming on Twitter, you take your pick – a source of tremendous insights across for teams to make our offerings better.
  3. Replace FAQs with interactive software. All integrated to Twitter, helping us get back faster and with objective resolutions. Take away the dullness for our people and have our customers know that they can help themselves which as humans we all do first before we reach out for help.
  4. Provide support throughout the sales process. Very important that we are able to handhold, guide or just be their to help make out prospects make that buying decision in our favor, particularly for the ones who navigate away before they might complete a transaction.
  5. Focus on high-value customers and questions. With the right system in place the team can concentrate on the most valuable and influential customers who are asking questions and are most like to lead to add-ons, up-sells, cross-sells, accessories sales, service contracts and training offers.

Thoughts? Feedback? Looking to hear from you in comments or @ajaxjoshi

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Is Social Media = Facebook + Twitter?

More often than not you would end up asking yourself this, especially is social media is what you do. I ask this almost daily. Whenever I meet some and tell them what I do, what I hear back is, “Oh! Wow! Facebook and Twitter!”

It used to irritate me earlier; now, I understand that I need to take it in stride for the ignorant few. You can’t help it! While dabbling with the thought, it struck me that each one of us defines a term, a profession, or an action, a process in a way that makes it easy to identify with. With the monumental growth of Facebook and Indian whose who on Twitter, it is very obvious that social media in common man’s language becomes Facebook + Twitter.

Talk about videos – YouTube is on your minds. Want to wish someone birthday on phone, more often than not you would also end up facebooking your friend with the same wish as per the new social protocol that has taken over our lives. An App is nothing but the good old web application that we have been clicking through for some time now, but an App is something that directly relates to our mobiles or to Facebook. Meanwhile while we might be stuck to some of these definitions, we are quick to evolve too! Now instead of Flickr(ing) it you Pin(nterst) it!

Also, notice how we also add to the English dictionary certain other brands as language words. When hurt we do not ask for a bandage but a ‘band-aid’. When thirsty we reach out for a Bisleri and not a bottle of water from the roadside vendor. The latest – iPad! What does one ask for if he wants to buy a tablet – iPad! 🙂

Considering these and many more such examples, I derive peace that its okay if people think and perceive me doing Facebook + Twitter for a living. Yes, when I do meet a few interested few, we dvelve on it more and it all becomes enlightening for the other!

Cheers to us and how we try to make things easy and the easy slowly evolves with our lifestyles and becomes an integral part of it!

What are your thoughts on this? Sure, would love to hear from you guys. Want to know more from me, follow my blog or follow me on Twitter @ajaxjoshi

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HOW TO Measure Success – Social Media KPIs

This one is a follow-up post to my earlier post ‘HOW TO Measure Engagement – Social Media KPIs‘. In this post, i would like to talk about ROI of social media. Or, would it be better if I say we use the term Return on Experience (ROE) instead of ROI?

I will choose to talk about ROE, since ROI discussions are something most traditional marketers enjoy hiding behind! No offense meant but the mere idea of talking about ROI in traditional on assumption while ROI in social to be obvious – eyebrows will rise! Though ROI in traditional is something now brands have agreed to go by through the years, social has a long way to go if that were to be the case.

That’s about it on that in this post. Another post opening up that debate 🙂 soon.

So, as a general rule, we could use the following 3 broad KPIs to measure success:

  1. Exposure – How many people will be exposed to our brand/activities?
  2. Engagement – How many people will engage with our brand/activities?
  3. Evangelism – How many people will create content and evangelize our brand/activities?

Broadly these 3 will define your success. A set of KPIs for each of these will further breakdown numbers coming from all the social channels and networks that our campaign will leverage. Each one adding up to another, some overlap like a comment on a post amounts to engagement as well as evangelism though it should fall under engagement.

What do you think about this. Looking forward to your feedback/queries in comments.

Follow me @ajaxjoshi 

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SOCIAL > Media – [SERIES] Post 1

I have always believed that SOCIAL > Media and thats one of the major reasons why I am in this profession that I am – SOCIAL!

We have numerous social media marketers, trainers, specialists…and yes the evangelists. Numerous evangelists? What do you think? numerous is a small count, ain’t it?Who is an evangelist? I am an evangelist, you are an evangelist, everyone is an evangelist. We are all evangelist in our own right and we are zealous advocates of a cause, idea, movement, initiative, or even a brand.

Not beating too much around the bush let me come to why I say SOCIAL > Media – but, before that a small introduction to Cricket in India for my fellow members/colleagues on social space who live in a non-cricket playing country. Cricket in India is a religion. We Indians are crazy about cricket. Today, one of India’s most prolific batsmen, Virender Sehwag, who we also call Viru scored a world record breaking 219 runs in a 1-day international match against the West Indies. Now, I am sure you are confused -“Why is this blogger talking about cricket?” Ah, i will let you in on the answer to this question. Repeating again, SOCIAL > Media, today the whole of Twitter and Facebook was abuzz with Sehwag and Viru and the 200 + runs that he scored. So? Why was the social space abuzz? A few had the previlege to wwatch the match live, rest were glued to their TV sets or watching the stream online. But all of us were sharing our joy with each other of scintillating batting with our friends, family et al online.

We are all social and like to celebrate and spend happy moments with a larger group of people. When it comes to something like Cricket, we are bound together so tightly that it doesn’t matter if I am in a crowd and I hardly know anyone. i will not think even once before I chat up with anyone within that crowd and share my views and excitement. That’s what we all did again today. Through the social networks we did exactly the same stuff, just that we were not present at the same place offline. The platforms were the medium to carry the SOCIAL online. True that the media is important, but, without social media wouldn’t be media while the reverse is not true. SOCIAL wil llive and has always, media come and go.

Closing it here and leaving some food for thought. Would love to hear from you. Please feel free to leave your comments.

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Social Media and Influence

Taking it further from one of my earlier post where I talked about the Centers of Influence (COI), I would like to talk about Influence itself.

What is influence?

According to Dictionary.com influence is the capacity or power of persons or things to be a compelling force on or produce effects on the actions, behavior, opinions, etc., of others.

There is a big debate going on in the social media blogosphere about “influence”. We are all aware about the fact that we could leverage ifluencers in our communities in order to get the word out about our causes, brands or services… and that makes total sense from a referral network leading to a viral effect.

What could we do to build influence? and then be able to measure it?

The ability to make things happen — that’s how simple influence is. Yet, it is complicated. What things does it make happen, who are these for and how much time does it take? Influence could last a moment and then also a lifetime, some make big things happen, some small.

What influences one, may not influence another. The idea – The actions/results, i.e., cause and effect, or is it the connection between the two? So even after tracking and analyzing everything, one cant tell what is it that actually worked. Influence is contextual and depends on the situation and what you care about. Whether building or measuring influence, it’s effective to understand which type of influence is important, and why. And that is what makes social media more interesting!

Sounds easy? But, is it? Let’s see – I write this post, someone on my network retweets it. A person on his network reads it, writes a comment. At the same time someone finds this post through a search and decides to follow me and spread the word for the benefit of more. Here in this scenario, each of the persons above took an action. Each action had an effect. But which of these actions is up there, the most important one? Who among these people had the most influence?

How does one have the power to influence? You have some handy applications (Klout or Twitalyzer) that would tell you how influential a person is. But are these accurate? Is it only about how many followers one has on Twitter?

Writing this post, I am beginning to wonder what algorithm should one come up with to create and application which helps measure influence.

Does influence come from trust? Since it allows something/someone to effect our decisions.

Would you like to add more? Please feel free to add under comments if I may have missed something.

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Conducting a Hashtag Twitter Marketing Campaign

I always believe that it is important to share other people’s content and information, relevant to your audience. One problem that I see here though is that because there is a large volume of information and conversation on Twitter, people are misled that it is a fast-paced advertising platform. To be successful you need to help others and let them get to know you, which will result with more people wanting to do business with you. This is a process and it doesn’t happen overnight.

Twitter as a popular social networking platform, has a viral marketing strategy all on its own, especially if your followers like your tweets and retweet them to their followers. However, there’s another trend in Twitter usage that increases its viral marketing capabilities through the use of hashtags.

Here are 6 steps to help you create your own Twitter hashtag campaign:

1. Research. What kinds of tips would be appreciated by your target market? On what topics do you frequently receive questions from your clients?

2. Choose your name. Choose a short, simple name that reflects your brand and what you’re offering. Before making your final decision, you need to check your proposed name on Twitter Search (search by including the #) to ensure that no one else is using that name.
3. Create your tips. You can easily pick your tips out of an article or blog post you’ve created.

4. Link to relevant info. You would get the most mileage out of these tips if you link them to something relevant to that tip.

5. Schedule your tweets. In this way you put these tips on autopilot and they post themselves.

6. Let them begin to work their magic. It may take awhile for them to catch on, but eventually others will begin to retweet your tips as useful information they want their followers to access. As with most marketing strategies, consistence is the key here to your success.

Please feel free to add as comment if I may have missed something.

I would also suggest you could read – HOW TO: Grow a Quality Twitter Following and HOW TO make members of your online community feel special.

Contact me if you would want me to help you runa  Twitter Marketing campaign.

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Sign Your Emails With Tweets and Stumbles And Plans

Using signatures to add contact info and a bit of personality to your emails is both useful and a lot of fun. Today I ‘stumbled upon‘ a App called WiseStamp! Its a great App to organize your social media presence and send it out with every email. I downloaded the firefox addon and I love it already.

It is simple to use and quickly adds your social media presence to each outgoing email with dynamic content such as your stumbles, recent blog post, your latest tweet or a cause to promote. The recipients of your email will see the updated content of the Email App and will be able to also interact with it directly from the email . for example, retweet or follow in the Twitter App.

Try it! Let me know how it works for you. Reach me at http://www.avinashjoshi.com or follow me on Twitter @ajaxjoshi

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