what people talk about you online
TRANSCRIPT
27-April-2011 Action Coach Penang, Malaysia by Weely Ch’ng
What do peopletalk about you online
youOnline presence
rivalname
business
brand friends
familycompetitors
noisy world
employee
products
services
customers
clients
Just google it !
Google Advanced Search
Facts, but not real !
We All Live In Public Now.Get Used To It.
• Web becomes more social• People are over-sharing• Privacy is dead, we all live in public now• Privacy will still live on, but will be so transformed as to become almost unrecognizable
http://www.techcrunch.com/2009/12/30/we-all-live-in-public/
Just Deal With It
Digital Life
Transparent Life “ Your iPhone tracks you everywhere you go, and so
do most phones these days. You knew that already. The reason this is a big story now is because it turns out that for the past 10 months Apple has been keeping your location data on a file in your iPhone itself where someone who knows how to get it, and has possession of your phone, could find it and figure out where you’ve been.”
http://techcrunch.com/2011/04/21/apple-tracking-location-database/
Transparent Life
“ Apple has been under scrutiny over location data privacy concerns, but the Wall Street Journal reports that Google collects location information multiple times an hour. Google Android phones collect user location information as well as details about surrounding Wi-Fi access points, according to security analysts. The data collection spurs a multi-billion dollar location-based services market. ”
http://online.wsj.com/article/SB10001424052748703983704576277101723453610.html
Google Trends
Google Keyword Tool
Google Alerts
“I just got a new Dell laptop and paid a fortune for the four-year, in-home service. The machine is a lemon and the service is a lie. I'm having all kinds of trouble with the hardware: overheats, network doesn't work, maxes out on CPU usage. It's a lemon. ”
This comment strikes at the heart of the company: the product, the service, marketing, pricing and, most critically, the Dell brand.
Learning from Dell—Insights gained from Menchaca's presentation Oct 25 2007, San Jose, California
• Customers are in control. Work with them and learn from them.• Real conversations are two-way. • Think before you talk—but always be yourself.• Address any form of dissatisfaction head on.• Be aware that any conversation can become global at any time.• Size doesn't matter—relevance does. Just as one journalist can trigger a newscycle, one blogger can do the same.• Don't be afraid to apologize.• Develop direct links to customer community (IdeaStorm for Dell), listen for how we can improve.• One customer is part of many communities.• Teamwork, transparency and frequent consistent communication are key in this new world.• No shortcuts are possible. Implementing business change requires much effort across departments.
http://www.customerthink.com/article/you_can_learn_dell_hell_dell_did
Think Free marketing
Happy consumers can create a groundswell of support, which has helped lift online retailer Zappos to $1 billion in annual sales in just a few years.
Think “Dell hell”
A few mistreated consumers can cause tremendous damage to brands by blogging or posting a video on YouTube.
Consumer usage of social media has exploded in recent years, including blogs, review sites, Facebook and more recently, Twitter. There are now lots of options to rave about great experiences or vent about bad ones.
twitter.com
Twitter is becoming a common channel for consumers to voice their complaints about poor service experiences.
Using the Twitter API, enterprise applications can search on brand or product names to capture tweets for analysis. Using sentiment analysis, negative tweets can be identified for priority handling by customer service reps.
twitterfall.com
It’s true that social media is a chaotic and noisy world where it can be challenging to “separate the wheat from the chaff.” Plus, how do you know that the complainers are really your customers? Despite these challenges, you can’t afford to turn a deaf ear to social voices.
socialmention.com
What you expect to see?
Group efforts & members contribution
Case Sharing…
Online Business vs Online Forum
Warranty Item vs Phone Call Threat (Facebook)
Venue Rental vs Facebook + Press Conference
FACEBOOK: P1 vs Streamyx
Learning from Dell—Insights gained from Menchaca's presentation Oct 25 2007, San Jose, California
• Customers are in control. Work with them and learn from them.• Real conversations are two-way. • Think before you talk—but always be yourself.• Address any form of dissatisfaction head on.• Be aware that any conversation can become global at any time.• Size doesn't matter—relevance does. Just as one journalist can trigger a newscycle, one blogger can do the same.• Don't be afraid to apologize.• Develop direct links to customer community (IdeaStorm for Dell), listen for how we can improve.• One customer is part of many communities.• Teamwork, transparency and frequent consistent communication are key in this new world.• No shortcuts are possible. Implementing business change requires much effort across departments.
http://www.customerthink.com/article/you_can_learn_dell_hell_dell_did
Your Visionary IT Partner
End
Thank you!