Convince & Convert

AUGUST 10, 2010

Personally, I had a problem with an airline recently. McCann good article on "influence mining" being the next gold rush [link] #social #crm #gist #socialmedia [link] Eric Ludwig RT @SocialMedia411: Why Influence Mining is the Next Gold Rush (Jay Baer): [link] (Brotha you're on it! Customer service?

Social CRM 133

Social CRM Influencer Klout Social Media 133

Convince & Convert

SEPTEMBER 11, 2011

You think Southwest Airlines would have liked a data feed that automatically appended Klout scores to passenger manifests before they kicked Kevin Smith off a flight? It’s one piece of information that needs to be combined with (ideally) several others to do social CRM well. Damn right they would.

Klout 159

Klout Nielsen Influencer Social CRM 159

Convince & Convert

FEBRUARY 24, 2010

Southwest Airlines has to coordinate its marketing and customer service response, in real-time, create its own content on its blog and Twitter account, while also dealing with the media jackals. Power, Risk & Accountability Today, I gave a presentation to LEAD San Diego, a group of Southern California business leaders.

Compete 115

Compete Conference Organization Social CRM 115

Convince & Convert

APRIL 12, 2012

Eric’s Social Media Stat of the Week: 27% of People Try to Resolve Their Issues Another Way Before Calling Customer Service Lines. The social media stat of the week comes from… I guess it’s a management consultancy or a research group called the CFI Group. Eric : Ah yes, indeed. Call centers and whatnot.

Hotels 118

Hotels Instagram Authentication Social Media 118

Convince & Convert

APRIL 28, 2010

Would the VP of Customer Satisfaction of Southwest Airlines have called Kevin Smith at home (after he was kicked off a plane for being too portly), if Kevin Smith did NOT have 1.6 Fly more miles, get priority seating on an airline. But now, social media is enabling companies to make influencer outreach a foundational marketing tactic.

Social Media 147

Social Media Strategy Influencer Social CRM 147

Convince & Convert

JUNE 8, 2010

million times, and takes United Airlines out behind the woodshed for a musical ass-kicking. Titled “Taylor Guitars Responds to United Breaks Guitars&# it features an unedited Bob Taylor in the factory unspooling an array of helpful tidbits about airline rules, TSA guidelines, and the protective qualities of guitar cases.

Social Media 128

Social Media Foursquare Consultant Airlines 128

Convince & Convert

JULY 9, 2010

It doesn’t get much more real than inviting a group of people in to watch you get ready. I recently got chose as an influencer by Klout ( [link] ) and Virgin Airlines to take a free round-trip flight. And the online influencers recognized that for what it was: transparent and authentic. How can I help you?

Influencer 122

Influencer Ustream Authentication Social CRM 122