Twist Image

MAY 3, 2011

Brands that are leveraging Twitter to connect with their consumers may be in for a surprise. That feeling of frustration that we have all experienced as consumers of a brand is not a constant or lingering feeling that turns someone from a consumer (or even a brand advocate) into a non-consumer (or a brand terrorist).

Airlines 102

Airlines Twitter Social Graph Loyalty 102

Proactive Report

OCTOBER 30, 2011

Or they are a Key Opinion Leader for your brand or industry and they have 13,000 or 130,000? A Harris poll shows that of the customers that received a response from a company after posting negative feedback about their experience with a brand, 33% turned around and posted a positive review, and 34% deleted the original negative review.

Social Media 95

Social Media Retail Airlines Social Graph 95

Convince & Convert

APRIL 28, 2010

Because our behaviors on the social Web leave a noticeable fingerprint, smart companies can modify the way they engage and interact with us, based on our social graph, purchase history, etc. Fly more miles, get priority seating on an airline. Via @jaybaer: Do brand influencers hang out on Facebook, or Twitter?

Social Media 147

Social Media Strategy Influencer Social CRM 147

Convince & Convert

AUGUST 10, 2010

We’ve gone from MySpace and a era of anonymous accounts and comments attributed to “SexyBear1984″ to using our real names on Facebook, Twitter, and elsewhere as we build personal brands. Each of us has to make decisions about our personal brands and about what we’re comfortable exposing about ourselves, and where.

Social CRM 133

Social CRM Influencer Klout Social Media 133