Category: Digital Media & Marketing

Any post related to digital marketing, media, search marketing etc.

Vodafone has bad customer service

Yes, I am very much pissed off. I cannot say it in any other way but the first things I did this Friday after I got home is to sit down now, and write this post. And, I feel better once I have done it. I still cannot believe it…empty promises! Ian Shepherd, Director Customer Service Vodafone, wanted to make me an advocate of the brand, “Understand. We are better than your experience has shown, and will fix the issues you’ve blogged. I’m determined we will earn your loyalty!” – that was a message on the 16th of July after I complained through Twitter and on my blog, see here about my rant about Vodafone’s bad customer service. Thomas Rushton even commented, saying “customer feedback is important to us“. They seem to have the social media channels, but I am thinking, do they know how to use them? I am here to help, if you need any advice? Anyhow, to cut a long story short. On the 11th of July I filled in a form online to transfer from a customer account to a business account. Just after my last complaint, I got confirmed that: – It takes 30 days

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Michael Jackson

The Guardian put this video on its website and I thought I want to share this. It shows the popularity of keywords/tags and how the “Michael” and “Jackson” and “arrest” (part of cardiac arrest) was getting popular on the social media site Twitter. However, I found out about Michael Jackson’s death through a breaking news email rather than Twitter.

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The future of search

In an interview the other day I was asked about the future of search. Biased working on multilingual search at the moment, I decided to opt for the answer of “instant translated search results”, e.g. you type in a search term in English and they offer you results in different languages that are instantly translated. Saw this instant translation tool at Google Wave and was very impressed. But what has happened lately in the search world? We are all familiar with Universal Search or Blended Search where the search engines blend results from blogs, pictures, news etc. Good example are politicians, e.g. Barack Obama. I spoke about that at SES Hamburg in 2008. If you are logged in with your “Google Account” your personal preferences will be taken into consideration, and dependent where on the globe you are and which index you access, you get different results. The one above is for UK only. So is personal search, the search results tailored to your preferences, the future? If so, the Internet would become a creation around your preferences rather than you changing the Internet around you. Or it gives you enough possibilities to personalise your web too and only the

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BT (British Telecom) – customer service

I keep getting into the habit of writing about customer service. Particularly in relationship with Twitter. Also, I have a love-hate relationship with BT (British Telecom). About 2 1/2 years ago when we moved into a new flat they drove me nuts. It took me a week to convince their help desk that they don’t need to do a line check every time I call and that there is a problem with the exchange. They eventually agreed to send out an engineer and fixed the problem after 10 days. I got so mad at them that I wrote a letter to the CEO which resulted in the head of customer service apologizing about the incident, and me getting 3 months free broadband as a compensation. Now, why am I still with BT? Two reasons. One is that my wife likes to keep the land line number. Secondly, it is convenient to have them as they have a good connection, e.g. I hardly ever in the last 5 years had problems connecting to the internet. I believe 2 times in 5 years. That is a very good track record. After the incident 2 1/2 years ago I decided not to sign

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Twitter’s future and customer service

I am a little behind my reading this week. On the i-media newsletter I found an interesting article from Brendan Nelson about “Where next for Twitter?” Reason me picking up on this one is that Nelson pointed out a few very interesting things about Twitter. The idea of brands to embrace Twitter is not new. He uses the example of First Capital Connect to alert travelers of any train problems. My hosting provider uses the same method to alert me when the server is down. I know of a company, or many by now, that embrace social media to engage with their clients. Example is a broadband provider where the Managing Director got a keyword alert on a Sunday morning for his brand name that someone was unhappy with his service. He engaged with the customer and sorted things out for him Monday morning, resulting in the person twittering about the great customer service and engagement with the client! This is just one example of many. In the old days people recalled products, sent letters and tried to reach people through offline advertising. Nowadays people use 140 characters, instant online SMS, to engage with other people. They recommend services and

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Twitter (once again)

How many followers do you have? Do you follow XYZ? Twitter is getting more and more popular with the amount of followers getting more and more important. Often I get a lot of people following me because I write keyword rich. Examples are to tweet about the International Search Summit using keywords like “social media” or “SEO” and people start following you. There are tools out there that follow people automatically that write a certain keyword. You then decide whether you follow them back or not. Sometimes these are “random followers” and you are not sure which value they bring to you and you do not follow them back. However, it is polite in the twitter world to actually DO follow them back. Now, people like Matt Cutts or Anthony Robins, they cannot follow everyone back. Because if they did, they would end up having millions of people they follow. They are like the “star amongst the tweeple” πŸ˜‰ Anyhow, I was writing about Twitter tools before and one that I really like to use on a regular basis is Friend or Follow. This tool shows you who is following you back, who is not and who is following you

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Viadeo – 2nd and last review

Ok, maybe I am rushing into things but I had another look at this Viadeo network I was writing about last week. And, I came to the conclusion to cancel my membership. Why? You might remember my post about “how many web services do you need” back in September last year. I still think that those are enough. Facebook Linkedin Xing Plaxo I really don’t need another network that gets me connected to a “Trader from China”, “a couple in England with 2 connections”, “my friend who I have on Facebook and Linkedin” and a network that wants to charge me if I want to add a friend I have known for years. Sorry, it was good speaking to Viadeo in person and I like the idea of a local personal network. However, it just doesn’t work for me. I have my connections, I have 2 major networks and I have Facebook too. I think adding another service would just mean too much hassle, more emails and too much work. Instead of subscribing and using it properly, I would rather subscribe to Linkedin which I know brings value to me and I am still using it for free. Also, on

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Telemarketing – does it still work?

By now most people should know a few things about me. I am keen on Marketing, particular Inbound Marketing, and you might not know that I started my career in telemarketing. A few months back I needed less convincing to use telemarketing and cold calling. I thought, if there is a company out there that fits the niche for my company’s service, then a call to them will work. And, it does. However, it is not as effective as getting this person to find you. On Linkedina group of Business Development guys discussed telemarketing and particularly cold calling. My comment was: “I have done cold calling for many years but think it proves less and less effective. Ideally you focus on inbound marketing to generate leads. Prospects are funneled through to you and find you online (SEO, PPC, Blogs, Social Media) and if you have the right USP, they will fill in a contact form. Once that is done, you call them. I would almost call that a “luke warm” contact πŸ˜‰ Because the prospect did the first step and you already know that they know you. From there it is much easier to introduce yourself. Having said all that,

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Social Media Summit

Good morning πŸ˜‰ I am just back from our International Search Summit focusing on Social Media. And, I have to say, it was a great event. I don’t really have to say that but thought that WebCertain put on a great summit with high calibre speakers. Let me re-cap: Anne Kennedy from Beyond Ink discussed Facebook once again. She highlighted some key facts and shows that Facebook is a global player for social media. However, do not forget there are some other local networks out there that take on market share and are bigger than Facebook. More about that later. Anne’s research is great and I had ongoing discussions with her afterwards on how to use Facebook with applications and then roll them out worldwide. Jenny Simpson spoke about Opportunities and Threats for Marketers through Twitter. She had a rather critical view on what Twitter is all about and how it can be used. I remember my first Twitter recap back in January. I understand why people like it, and I add new followers everyday. However, it could just be another hype and, as Jenny pointed out, do not put all your eggs in one basket, do not ONLY rely

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