The Canadian Government has announced that the Budget Speech on Mar 4, 2010 will be tweeted to the public as it is read in the Canadian House of Commons. In an effort to communicate better with constituents (improve their customer satisfaction) in real time, the Finance Department will start its communications on Twitter with the budget speech. Wonder how they can do that? Will this be a trend with other governments?
I have seen several questions on customer satisfaction forums about what is the right ‘metric’ for customer satisfaction that will predict future outcomes. Often this question comes up in respect to ’surveying’ customers . Is Overall Satisfaction the right measure; willingness to recommend; or repurchase intent?
I think customer satisfaction measurements are a mosaic of possible measurements and the ones that should take priority should be the ones where the executives feel there is a need to improve.
A volunteer network is trying to satisfy their customers (those in need in Haiti) by coordinating the movement of water and other supplies around Haiti using Twitter and a relatively new mapping software called Ushahidi, which allows text messages to be mapped by time and location. When buildings are destroyed and street signs are gone, volunteers don’t know where they are or how to get to the place they are supposed to deliver the supplies. Rachelle Houde from Montreal is part of a massive volunteer effort over coming that challenge. Read her story!
In a recent article by Inc titled 30 Tips for using Social Media in Your Business, there were seven were directly related to customer satisfaction processes and techniques.
Radian6, social media monitoring platform for marketing, communications, and customer support professionals, is sponsoring Twebinars (hour long audio interviews) to share how companies are using Social Media on a regular basis. The most recent Twebinar covered how Xbox is using Twitter to augment their customer service. This article covers some highlights of how Microsoft Xbox support team called the ‘Elite Tweet Fleet’ is using Twitter, how they are organized, what they measure, and how they are managed.
“The only way to put out a social media fire is with social media water,” says Ramon DeLeon, managing owner of 7 Chicago area pizza stores. A Domino Pizza Franchise owner uses an apology video to respond to a negative customer tweet. He also uses other interesting techniques to ensure his customers keep coming back.
Since my last post on Social Media Monitoring tools, I have come across tools and service offerings from a wide variety of companies. This article covers the ’services’ that provide social media monitoring as well as the kinds of social media data an organization might want to monitor.
Google Sidewiki is an annotation service that appears next to your website with comments from users, both positive and negative. Google has added more functionality (more browsers – Particularly Chrome and Safari) and removed the need for the Google Toolbar. Learn why you should care about Google Sidewiki, and how to thrive in with this new Sidewiki environment.
Free software is available to allow you to Tweet a message every time you change you slide in a Powerpoint Presentation and can create a Tweet cloud of audience reaction within your Powerpoint Presentation in real time. Customer Satisfaction feedback instantly!
1. It allows you to Tweet out words of your choice every time you change you slide.
2. You can show within your slide presentation, tweets people are making about your presentation.
Getting proper social media education is very important for your business career and your business. Without knowing how to use Facebook, Twitter, LinkedIn, and YouTube, you are cutting yourself off from multiple business opportunities.
