Proactive Report

OCTOBER 30, 2011

In pre-Internet days research showed that, on average, a customer who had a negative experience told 13 people. Social Bakers published this chart by vertical and commented that Telecom, Services, Airlines and others should have a response rate between 65 and 75% to all user questions. It pays to map your social graph.

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. CourtneyM This is a great review of the Forrester Research.

Social Media 149

Social Media Strategy Influencer Social CRM 149

Convince & Convert

AUGUST 10, 2010

Personally, I had a problem with an airline recently. In fact, I have a blog post about that coming out on Thursday, based on new research from ExactTarget. But now, it’s not based on assumptions, we can categorize based on real data. I called and emailed, and received no response. Then I tweeted, and my issue was resolved.

Social CRM 134

Social CRM Influencer Klout Social Media 134