Comments on: Social Media Conversations vs. Customer Service http://www.viralblog.com/2008/04/28/social-media-conversations-vs-customer-service/ Viral ideas. Trends. Inspiration Sat, 26 Jul 2008 01:41:00 +0000 http://wordpress.org/?v=2.5 By: Igor Beuker http://www.viralblog.com/2008/04/28/social-media-conversations-vs-customer-service/#comment-1434 Igor Beuker Tue, 06 May 2008 21:32:51 +0000 http://www.viralblog.com/?p=526#comment-1434 @ Laurent I'm very curious in the assmebly of communities. Please tell me more about the background of your interest. And about the study and learnings.. Very interested in that. If it is info that you can't share with the whole world, please drop me a line per email. Cheers Igor @ Laurent

I’m very curious in the assmebly of communities. Please tell me more about the background of your interest. And about the study and learnings..

Very interested in that.

If it is info that you can’t share with the whole world, please drop me a line per email.

Cheers

Igor

]]> By: laurent http://www.viralblog.com/2008/04/28/social-media-conversations-vs-customer-service/#comment-1340 laurent Mon, 28 Apr 2008 16:14:41 +0000 http://www.viralblog.com/?p=526#comment-1340 Igor, I think behind search engine is the notion that you can find what you want in one click and a bit of browsing. Works for simple things like how to repair a broken chain on your bike. It can be described precisely, search with keywords and everyone who has published on it will say more or less the same thing. Not so true for other things like the one you're talking about in your blog. Speaking of my own experience, I've assembled 100s to 1000s relevant communities for what I was interested in and scanned them regularly for the particular thing I was interested in; at the end, i'm educated about what relevant people are saying and i can even engage with them by staying relevant and adding value. It's a lot of work but a big payoff as nothing is more important than staying connected with your customers. Igor,
I think behind search engine is the notion that you can find what you want in one click and a bit of browsing. Works for simple things like how to repair a broken chain on your bike. It can be described precisely, search with keywords and everyone who has published on it will say more or less the same thing. Not so true for other things like the one you’re talking about in your blog.
Speaking of my own experience, I’ve assembled 100s to 1000s relevant communities for what I was interested in and scanned them regularly for the particular thing I was interested in; at the end, i’m educated about what relevant people are saying and i can even engage with them by staying relevant and adding value. It’s a lot of work but a big payoff as nothing is more important than staying connected with your customers.

]]> By: Igor Beuker http://www.viralblog.com/2008/04/28/social-media-conversations-vs-customer-service/#comment-1339 Igor Beuker Mon, 28 Apr 2008 15:57:46 +0000 http://www.viralblog.com/?p=526#comment-1339 @Laurent I like your vision! I know search engines can be helpful, but buzz + conversational tracking are much more sophisticated in tracking conversations at blogs, forums and social networks. It even helps to gain new consumer insights, start communities around products and brands, to identify sneaker freaks for Nike etc.. Cheers Igor @Laurent

I like your vision! I know search engines can be helpful, but buzz + conversational tracking are much more sophisticated in tracking conversations at blogs, forums and social networks.

It even helps to gain new consumer insights, start communities around products and brands, to identify sneaker freaks for Nike etc..

Cheers

Igor

]]> By: laurent http://www.viralblog.com/2008/04/28/social-media-conversations-vs-customer-service/#comment-1338 laurent Mon, 28 Apr 2008 15:45:44 +0000 http://www.viralblog.com/?p=526#comment-1338 I agree with your disagreement about search engines not doing the job to research experiences with companies products and services. They lack the social and time dimension that are really necessary to build relevance with the new realm of conversations. Conversation tracking allows to find communities where people share their stories on product/companies experience and listen to those conversations to grab insights that are truly relevant. I agree with your disagreement about search engines not doing the job to research experiences with companies products and services. They lack the social and time dimension that are really necessary to build relevance with the new realm of conversations. Conversation tracking allows to find communities where people share their stories on product/companies experience and listen to those conversations to grab insights that are truly relevant.

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