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Archive for November, 2009
Recent social media chats and a prediction
Just looking at recent twitter conversations it seems companies in Belgium are becoming aware of the medium.
I tweeted I was unhappy with the sandwiches at Exki (they can be bad) but did specify I like other things they do. (They tend to focus on healthier foods and in a market saturated by mayonnaise rich sandwiches that can be a plus.) Their General Manager, Laurent Kahn reached out and asked me what the problem was and I explained my miserable meal. Two things here, firstly he uses Twitter to share stuff and secondly he doesn’t mind taking a public conversation. As it turns out most of the buzz around them is positive or neutral so he doesn’t have to be too worried. Of course the question is, what will he do with my feedback and should he add social feedback with some traditional research? Maybe they’d sell more sandwiches. We’ll see.
While I was announcing some new financing for Attentio (great news by the way!) I shared a negative experience on using PR Web. PR Web asked me what the problem was and when I explained, they showed sympathy, even if the response was a little “most customers like the new version”. Still at least they talked with me. The funny part is that Market Wire also said hello and asked could they help. They couldn’t help this time, but I now know that they are relevant for future releases and communications, that is very good as I had seen them as more for releases around stock listed companies (don’t ask me why…).
So, good that companies talk to people. Great that Belgian firms see the value at a senior level. Wonderful that companies see the potential for new business leads. But this is just the tip of a fast growing iceberg, now twitter is still niche (super niche) and the real time web is still properly years away, but its coming and all companies will need to know how to communicate to their stakeholders, manage this and ensure learnings are properly spread across departments.
My prediction is that over the next three years the CIO and IT Director will now be a main decision maker in future when it comes to listening platforms as they will integrate with many departments and be apart of Business Intelligence, Knowledge Management and CRM not just glorified press clippings or only a marketing dashboard for writing reports. Fancy a bet?