Yesterday, Twitter unveiled its new advertising platform Promoted Tweets. The picture above shows a Promoted Tweet from Starbucks when searching for the keyword “starbucks” on Twitter. I pulled information from The New York Times, Twitter’s blog, and Twitter COO Dick Costolo’s talk at Ad Age, and here are some details that have emerged about Promoted Tweets:
Tag: social media
Loyalty and Social Media Strategy
In Social CRM, we are concerned with integrating social network and social media to enhance CRM practices and eventually increase customer loyalty. Here, I’d like to argue that the integration goes the other way too. In other words, while social media strategy can eventually affect customer loyalty, the design of social media strategy right now should take into consideration your company’s current customer loyalty situation.
To make my point, let’s first look at the edge a company with lots of loyal customers (what I call a high loyalty-performer) can have in today’s social web over a competitor without those loyal customers:
Social CRM — Opportunities and Challenges
Recently, I joined a new Google Group called Social CRM Pioneers created by two Altimeter partners Jeremiah Owyang and Ray Wang. There have been very interesting conversations about social CRM, what it is, what it can do, and the issues to be addressed in the area. Around the same time, these same individuals released an open report on 18 use cases of social CRM, a comprehensive analysis of how social CRM can be used in an enterprise environment (see figure below for the 18 uses). In less than a week, the report has been viewed over 15,000 times, showing the amount of interest in this topic. In this blog, I would like to offer a primer on social CRM (or sCRM for short) and discuss the opportunities and currently unresolved challenges associated with implementing sCRM in practice.
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