The Future of Customer Service report, written by ItsOpen on behalf of first direct, has featured in an article in the FT. The piece by Paul Taylor is titled “Social CRM mirrors rise in customer power.”
See also previous posts here and on Social Media Leadership Forum:
first direct collaborates with customers online
podcast interviews of the author Dr Andrew Currah and first direct’s Natalie Cowen
2011 was a pretty busy year. The UK had the Royal Wedding, the USA had the Kardashians and the capture of Bin Laden, and the world lost an inspirational tech leader in Steve Jobs.
But how much influence does world news have on the actions of the average Stumbleupon user? Quite a lot actually. After the awful Tsunami in Japan, Stumbles for Japan rose by 41%. The Royal Wedding inspired a 96% increase in ‘UK’ related stumbles, and the death of Bin Laden resulted in a huge 932% increase in ‘Terrorism’ stumbles. The biggest impact though was the death of Steve Jobs, which led to a 199,500% increase in searches for ‘Steve Jobs’. I wonder how many of those searching did so on an Apple device?
Check out the infographic below for some more stats from Stumbleupon in 2011.
We spend almost as much time these days on our phones and tablets as we do in front of a computer screen. We surf on the commute to work, tweet in the queue for lunch and check our Facebook on our iPhones before we get out of bed in the morning.
With Apple still dominating the phone and tablet markets, apps play a big part is many of our lives. But which apps do we use most often?
According to this Visual.ly infographic, social media and chat apps dominate, with Facebook at the top. WhatsApp is in second place and Twitter in third. Skype follows up in fourth place, with music identifying app Shazam in fifth.
Auction site Ebay is another popular choice in sixth, and Instagram is loved by the snap happy. Bringing up the rear is Dropbox, essential for anyone who wants to access their files when they’re out and about, LinkedIn for professional networking and finally Foursquare for checking in.
Are you surprised by any of these?
Want to know when a social media site has attained some level of success? Well, aside from getting millions of sign ups, a big celebrity addition always helps. Up until recently Google+ has been the place for techies and social media ‘gurus’. Sure, it has Mark Zuckerberg and Lady Gaga, but they’re everywhere anyway.
And then Barack Obama signed up.
Let’s be honest, the president of the United States doesn’t sign up to any old social network. Although with his re-election campaign kicking off, it probably doesn’t hurt to have a wider social media presence, aside from Facebook and Twitter.
Sadly, it seems even the President of the United States can’t set the world of Google+ alight. His first post has only had just over 100 shares.
Perhaps if he started using it several months ago, we’d have seen more of an impact. It’s possible he was waiting for a Google+ page, rather than a profile. It remains to be seen whether this will lead to an improvement as more and more people use Google+ pages.
What do you think? Is Barack Obama too late to the party?
A few top line Social Media Stats to bear in mind. These were passed on
from Dream Systems Media:
Auto-posting to Facebook decreases likes and comments by 70%
B2C Facebook results go up by 30% on Sundays
34% of marketers have generated leads using Twitter and 20% have closed
deals using Twitter
55% of people access Twitter via their mobiles
40% of bloggers consider themselves professionals
56% of college students said that if they were offered a job by a company
that banned social media use, they’d turn it down
Insights into the real Mark Zuckerberg. For example, did you know he is only eating meat from animals he has slaughtered?!
We are going to be launching a new quarterly magazine called ‘Social Business’ and the first edition will be available at next week’s Social Media Leadership Forum event with Twitter.
Contents include:
An interview with Jeff Jarvis
Inside Zappos
A look at First Direct’s Lab
The benefits of Social Media in the Workplace
The magazine is a combination of contributions from members of the Social Media Leadership Forum: highlights of talks which have been given to members of the Social Media Leadership Forum by influential thinkers and leading online companies, with incisive independent comment and analysis of key social media issues.
Social Business is for those readers who, faced with the torrent of information about social media, are looking for a discerning guide to key developments and issues.
Twitter is coming to speak with members of the Social Media Leadership Forum about brand best practice tips for joining the conversation.
We are naturally all looking forward to hearing from Twitter in person.
If you are not a member of the Social Media Leadership Forum and would like to be, so that you can participate in this session with your peers and others that we are organizing, then please get in touch: justin.hunt@itsopen.co.uk
The Social Media Leadership Forum is based on the principles of ‘cooperative intelligence’. By joining you can tap into the ideas and experiences of your peers, to help enhance your social media strategies internally and externally for the good of your whole business.
Hi everyone
To whet your appetite ahead of the Don Tapscott presentation next week, here is some background that you may find interesting.
A recent article by Don challenging the banking industry: “Three principles for a new Wall Street”
Don’s recent 40 minute segment on NPR about rethinking the Universities
Do you agree or disagree with what he’s proposing? If you are a member of the Social Media Leadership Forum, come along on the 23rd and share your views. If you’ve not already registered to come to the event on Wednesday 23rd, there is still time contact me now!
Don Tapscott, who is going to be talking with members of the Social Media Leadership Forum this Wednesday at an event kindly hosted by Deloitte, has been named one of the world’s most influential business thinkers.
It is interesting to see how many other Canadians there are on the Forbes list!
From mashable.com:
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