Andy on Twitter

  • The wall of advertising on Facebook is getting ridiculous. On mobile every third thumb stroke yields another nearl… ,
  • If never ceases to amaze me the inane crap people will suggest marketing is about. What BS. Seth is better than th… ,
  • That could be it. Yikes. ,
  • Sad to see Rapha close in Sydney. They’ll loose the community and fans. And all that ransom shopping. That’s the i… ,
  • For all those upset that RL positions itself as a US company with NZ roots, this is why. Access to massive amounts… ,
  • Getting served ads -like that promoting the Apple App Store - and reconciling that with digital marketing’s claims… ,
  • When Mark says this I don’t think he is blaming anyone, just speaking the truth. “The biggest lesson from this year… ,
  • Another year. Another brilliant Ad. They've got some magic going here... ,
  • Spot on commentary about how marketers are missing a trick in owning and defining customer experience. Also like hi… ,
  • Be careful peeps. Just got hit by very professional scammers and very aggressive originating from 0390187136. Pret… ,
  • Why focus on millennials ? Why not focus on the underlying structural change and that TV is still fundamentally on… ,
  • Ummmm... No, not really. I love the work does but as an always recovering smoker, I can tell you the addic… ,
  • Am amazed at how ineffective retargetting is. Integration with CRM is critical if companies are to stop serving ads… ,
  • good for for pulling out of the premium/express lane at AKL airport. It's had the desired effect and order… ,
  • More Millenial myths exposed ,
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Is Social Media Monitoring Snake Oil?

No. No. And no again.

We couldn’t live without it. Skipping aside all the communications necessities – like, how can you participate in the conversation if you aren’t aware of it? There are vital business requirements.

Take customer service and support. Without the monitoring, how would our customer service and support teams understand where a customer is troubled or in need? The assumption they are going to phone is flawed in a world where they are recording their lifestream in minutes if not seconds.

If the statement is: “some of the technology that is used for social media monitoring is snake oil”, then there might be an element of truth to that. We use a range of providers – ranging from high-end apps through Google. In between sit hundreds of folks looking to hitch their wagon to social media.

One critical delineator is “monitoring” vs. “measurement”. Big difference. We monitor the stream surrounding Dell and our brands. We also seek to measure the impact of our programs and activity. Those without monitoring will loose competitive advantage as much as they loose insight. Those without measurement run the risk of misguided strategy and lack of business relevance.

Thanks to Ed for the tweet

2 Responses

  1. By Myrna on September 16th, 2012 at 1:28 pm

    Hey, I clicked to your blog by error when I was bnwisorg Yahoo for something off topic here. However, I must say your blog is crazy helpful. I really like the theme and the content on here. Thank you for keeping me procrastinating from my original assignment, lol.

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