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DHagar
DHagar
2/4/2016 5:14:47 PM
User Rank
Platinum
The Evolution of Social Media
Social media has evolved from a "social networking", with more "personal" types of communications, to an interconnected communication tool registering likes/dislikes and public response to services and products and two-way communication with companies.  It has become a key feedback tool, a vital communication link, and another means of understanding the customers, markets, etc.    Now it is a key link to building customer markets, loyalty, etc.

I believe it will further evolve into professional market segmentation and assessment tools that will provide key information to companies and help them gain insights into their markets to deliver better customer value. 

For public entities, it can become a key measure of public response to local, state and federal government services. 

It can truly provide new connections through its network that other tools cannot.

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Mike Robuck
Mike Robuck
2/4/2016 5:06:41 PM
User Rank
Author
Re: Comcast
After all of the bad press a few years ago, Comcast did hire Charlie Herrin to be in charge of customer service. This was around the time that Comcast was trying to buy Time Warner Cable and people were recording their heinous encounters with Comcast customer service reps and posting them on social media. I'm willing to bet they spent a lot of money on improving their social media skills aroudn this time. 

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DHagar
DHagar
2/4/2016 5:02:54 PM
User Rank
Platinum
Re: facebook post (Brief Thoughts)
Writerfo10281, good thoughts.  No I am not one of Zuckerburg's fans, but he has accomplished a great deal - in "networking" and advancing the social networks.  Also, he has a clear vision of what he is trying to accomplish and is successfully achieving his goals.  Finally, as you point out, he appears to have a passion (ala Bill Gates) for many causes and is sharing his wealth and capabiities in those areas.  Very admirable!

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DHagar
DHagar
2/4/2016 4:58:56 PM
User Rank
Platinum
Re: Linkedin account etc.
clrmoney, I share your view on the value of LinkedIn in the professional arena.  It seems to have a good structure, a great network, and hold business standing that makes it a useful tool.

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Writerfo10281
Writerfo10281
2/4/2016 1:12:22 PM
User Rank
Gold
Re: facebook post (Brief Thoughts)
True--some of these social media giants are doing great things for society in general...I was actually going to mention this FB article, too.  Zuckerberg may not be some people's favorite person, but he really does a lot of good (donations, jobs, fun interaction with people --i.e. good customer service experiences...)

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mpouraryan
mpouraryan
2/4/2016 1:07:45 PM
User Rank
Platinum
Re: Comcast
The key is to turn a negative into a positive--The social media giants are also a challenge in many respects--but look at the broad social good they've done.

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mpouraryan
mpouraryan
2/4/2016 12:32:49 PM
User Rank
Platinum
Re: facebook post (Brief Thoughts)
Let me first make one humble suggestion:  The Social Media Giants amongst us are also service providers--look at what Facebook is doing for instance in India and what Google is doing with Fiber--as exemplified by how they are rolling out high-speed internet to the Housing Projects.    I also note this that just crossed my desk:

 

Zuckerberg wants 5 billion Facebook users by 2030
Mark Zuckerberg
Mark Zuckerberg (Money Sharma/AFP/Getty Images)
Facebook wants to get 5 billion people, roughly 70% of the planet, hooked up to its network by 2030, according to CEO Mark Zuckerberg. Achieving that will require new strategies, including drone-based internet services for remote areas.

USA Today (2/4) 

 One particular one that comes to my mind was what Facebook did in the aftermath of the Paris Attacks.   I was tracking the status of a number of my friends in Europe and saw them as safe.    It underscores yet crucial fact that The engagement with Social Media is here to stay--and I have been on the prowl at my local Community to assess how best to be engaged in Social Media so that folks can notify the city with issues and yes be ready to be notified in the event of an emergency.  

 

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Writerfo10281
Writerfo10281
2/4/2016 12:05:13 PM
User Rank
Gold
Comcast
I'm sure we all have horror stories when it comes to customer service and cable providers, but Comcast seems to be hit the hardest.  Not too long ago, Colin Jost of SNL engaged in a public 'twitter fued' with the company...and it truly showcased how inept Comcast is in the customer service dept. As you referenced, Mike, maybe Comcast needs to hire someone more experienced in dealing with social media to run their customer service dept, because who/what they have now is an embarassment.  No one can even mention Comcast without heads shaking...

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clrmoney
clrmoney
2/4/2016 10:44:19 AM
User Rank
Platinum
facebook post
I have something on facebook called Yummy Cakes and Arts on facebook and I get like from it so it can also be postitive for something if you're trying to promote a business or advertise something.

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mhhf1ve
mhhf1ve
2/3/2016 7:01:40 PM
User Rank
Platinum
Positively or...?
Some service providers stand out on social media... but not always in a good way... 

I like T-Mo's CEO going on twitter rants and accusing the EFF of being funded by some nefarious sponsors... but that's not exactly the kind of social media engagement most companies are aiming for.

Perhaps any publicity is good publicity when you're in a distant 3rd place behind incumbents?

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