Passenger on ferry Janis Krums clicked a snapshot with his iPhone of US Airways Flight 1549 partially submerged in the Hudson River and tweets rescue of passengers in Hudson River after plane crash.
Same pic appeared on front pages of major dailies.
Pepsi Ad appears in German magazine of “last calorie suicide” found to be insensitive by Tweeters and was immediately killed.
Botanicalls allows plant to send tweets to owner when it is running low on moisture. US$99.99 for the kit.
Zappos is a company that believes in a good customer experience and that repeat customers are the key to success.
Zappos has put culture first by launching twitter.zappos, com, a site that pulls in live feeds of all their employees who are on Twitter and of anyone who mentions Zappos on Twitter. It’s a constantly evolving conversation, a patchwork that represents their culture, but it’s also a completely transparent way to show how they are communicating with their customers - not just a company providing a service, but human to human conversation. Within a month of starting his Twitter account, the CEO has been sharing what he is up to personally and professionally and providing behind the scenes information about working at Zappos. It’s about customer service, it’s brand building, it’s reputation management, it’s CRM. But what does that do for the bottomline?
Zappos customers become evangelists of the brand.
I wrote Tony Hsieh an email after he said he would send anyone the Zappos Culture Book, then tweeted about it and received immediate reply from @Zappos_Service and three days later the UPS guy showed up outside my house in Malaysia. It arrived in 72 hours all the way from Vegas. Cool.
Twestivals are events run via Twitter. In September 2008, a group of Twitterers based in London UK decided to organise an event where the local Twitter community could socialize offline; meet the faces behind the avatars, enjoy some entertainment, have a few drinks and tie this in with a food drive and fundraising effort for a local homeless charity. The bulk of the event was organized in under two weeks, via Twitter and utilized the talents and financial support of the local Twittersphere to make this happen. Around the world similar stories started appearing of local Twitter communities coming together and taking action for a great cause. Twestival was born out of the idea that if cities were able to collaborate on an international scale, but working from a local level, it could have a spectacular impact. By rallying together globally, under short timescales, for a single aim on the same day, the Twestival hopes to bring awareness to this global crisis.
First Malaysian twestival was held at Mist Club, Bangsar, Sept 12, 2009. They raised RM11k and had two PCs with broadband connection donated to Destiny Starting Point a home for delinquent boys in Klang. Various sponsors such as Air Asia, Digi, Tiger, 1901 Hotdogs, Crocs, GSC, Cupcake Chic and NZ Natural Ice Cream.
Module 4B: Twitter & YouTube
Twitter in action: Plane crash! http://www.youtube.com/watch?v=imDFSnklB0k
CIMB on Twitter: Customer service twitter.com/cimb_assists
Scott Monty, Ford Motor Company Head of social media, Ford http://www.scottmonty.com http://twitter.com/scottmonty 1. Always shows gratitude 2. Constantly correct misinformation 3. Encourage conversation
Frank Eliason, Citi, formerly of Comcast SVP of Social, Citi http://www.frankeliason.com http://twitter.com/askciti Formerly @comcastcares 4. Problem solver: Fields customer support issues, re-directs to right person 5. Always helpful and adding value
“ People relate to people, not companies,” Tony Hsieh, Zappos.com, Zappos.com: Shoevangelism
Ashton Kutcher vs CNN @aplusk beats @cnnbrk to 1m followers, then donates US$100,000 to buy 10,000 nets for ‘Malaria No More’, a nonprofit which wants to end malaria deaths in Africa by 2015. No malaria video
Always upload in smaller sizes: 800x600 or smaller, 150KB or smaller, unless you plan to allow users to download and print.
Use Picasa to edit: http://picasa.google.com, picasaweb.google.com ( Caveat: Picasa automatically makes duplicates of your pics, so if you have many pics in hard-disk, empty My Pictures folder, and manually import)
Use free sites: Flickr, Fotki, Photobucket, Facebook. Or pay minimum annual: Eg: SmugMug:US$40/year, Fotki: US$25/year
Quantitative: Page views, Unique visitors, time spent, downloads, number of friends, fans, followers, likes, tweets, re-tweets, clicks to short links (eg: bit.ly provides stats), comments, mentions, video embeds
Qualitative: Were we able to resolve a customer issue, avert a crisis, save costs, improve a service/product. Did we learn something that we didn’t know before?
Were we able to engage our customers in new conversations? What is the sentiment of people blogging/tweeting about our brand – positive, negative, neutral?
“ In the past you were what you owned. Now you are what you share,” Charles Leadbeater