markshaw
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@tonia_ries @engagementindex thanks Tonia.. we wanted this to be as fair, reliable and as accurate as possible for both business and consumer.. so all we measure is when someone aims a message with the correct twitter username at the business.. did they reply and how long did it take..
we dont look at when the business is just mentioned in a tweet. it leads to too many innacuracies due to what people have said in the message...
thanks
Mark
Very Interesting article. When will businesses finally wake up to the idea that social media is not going away and that it offers them huge marketing opportunities when done correctly.. One of those areas being the ability to add another customer care channel to deal with their customers or potential customers. The difference with say Twitter is that ignoring tweets aimed at them in a public place can quickly escalate into a huge issue, whereas the tweet responded to quickly and professionally can turn that person into a top brand advocate for your business...
with all this in mind, we have recently launched engagementIndex... the 1st customer care score for twitter. We analyse different sectors and then provide an engagementIndex score.. So far we have analyses UK supermarkets and next up with be UK Utilities...
the engagementIndex site very graphically shows each companies score and how many tweets aimed at them were replied to and how many were ignored....http://www.engagementIndex.co.uk
Mark Shaw
Heh jay.. great article... It always amazes me who so many corporates or businesses ignore so many of their customers or potential customers that contact them via Twitter.. I still cant believe the number of big businesses that have mon-fri 9-6 as open for business.. Twitter is not a mon-fri 9-6 place...
The data you have presented does not surprise me and I am on a mission to raise the customer care bar particularly with Twitter... with this in mind we have just launch http://www.engagementIndex.co.uk
its the 1st customer care score for Twitter... We look at different sectors and then carry out the analysis to produce a score... so far UK supermarkets.. next up UK Utilities....
thanks
Mark Shaw
great Post Pam.. Sadly I am seeing more and more of these get rich quick, buy twitter followers, facebook likes etc.. all in my opinion a total waste of time and money.. Followers are ok.. but its listeners that you really want.... You only get those by listening, replying, engaging, adding value, sharing and adding context to all that content you pump out....
Like most things in life.. there is no get rich quick,no magic pill or potion,.. What there is are the 4 B's.... Be commmited, Be consistent with your approach, Be interesting, and Be Interested...
cheers
Mark Shaw
markshaw
when will brands / corps learn? Clearly so many of them get either terrible advice or no advice at all from people that really know about this stuff.. People are sick and tired of push marketing.. they want conversation, engagement, rapport building, involvement etc... not a spam message from an automated robot... exactly what you dont want... Ah well another zillion dollars wasted.... When if ever will these people learn? there are case studies upon case studies on this stuff..
Mark Shaw
markshaw