Contribute to Altimeter’s Report on Employee Engagement and Advocacy

Three types of employee engagement

Altimeter recently published a new report on Digital Transformation that highlights the central role that customer experience plays. A key factor to creating and delivering a great customer experience is the ability of a company's workforce to modernize, use new technology platforms to connect with each other and customers, and most importantly, adopt a new mindset of openness and transparency. To that end, my colleague Jon Cifuentes and I are working on a new Altimeter report on how … [Read more...]

New Report, New Service Offerings for Social Data

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Late last year, I started wondering about social media command centers. Salesforce had launched one, as had Brandwatch, but I wondered: were they really still relevant? Were companies investing in command center deployments, or had interest subsided since their heyday in 2010? I started talking to clients and vendors to take a pulse on how people were thinking about command centers, what they looked like, what were the use cases, and how they were calculating value. I looked at several … [Read more...]

Wildfire is dead. Long live Wildfire?

When Google bought Wildfire for $350M, it took many by surprise. What did Google want with a Social Relationship Management company? Google is in the ad business, not the SRM business. Last year Google announced it was integrating Wildfire’s technology into DoubleClick, and Wildfire dropped off the radar as a social business tool since then. So yesterday’s announcement that Wildfire Social Marketing Suite was being sunsetted was not a shock. Why the acquisition in the first place? Social … [Read more...]

Your Questions About Corporate Social Media Education

Large enterprises are rolling out social media at scale – and training and education for employees is critical. Well-developed social media education programs can help companies achieve business goals by reducing social media risk and activating employees for engagement and advocacy. Charlene Li and I presented our most recent research and report in a webinar, now available for replay. The webinar provides a recap of the latest data and trends in social media education for businesses. Our … [Read more...]

Webinar Replay: Building a Corporate Social Media Education Program

Last week, Charlene Li, Ed Terpening, and I hosted a webinar on how large enterprises — like ARAMARK, Aetna, Kaiser Permanente, RadioShack — are rolling out corporate social media education, and why. These findings come from our recent research and report on the topic, which you can download in its entirety here. If you missed it, not to worry. As usual, we’ve posted the entire replay on Slideshare and below, so  bookmark this page and watch it at your convenience. And, if you have any … [Read more...]

Trends to Watch in 2014 from Altimeter Group

About 2014 on graph

As we launch into 2014, the analysts at Altimeter each pulled together a compilation of trends and issues they are watching closely this year. Below is a link to each post as well as a synopsis of some of the top themes we are exploring. As you read through each post, you’ll see that there are commonalities and overlap. This isn’t a surprise, as we have multiple people researching different aspects of customer experience, big data, innovation, and digital marketing. The diversity of thought and … [Read more...]

2014 Trends: Organizing Around the Social Customer

Customer attention will continue to fragment in 2014, making it harder than ever for brands to engage with customers. But it will also be the year in which brands capitalize on a largely untapped opportunity presented by social media—applying social signals to enhance targeting and personalization in existing customer engagement channels such as email and advertising. Here are six trends that relate to this theme: 1. The promise of Social CRM will finally be fulfilled. Social Media Management … [Read more...]

Social Media Matures, Yet Many Companies Still Lack a Strategic Foundation [Infographic]

Miss our recent report, The State of Social Business 2013? If you’re looking for a cheat sheet, here’s a visual of the key findings: The graphic below shows how companies are formalizing, organizing, and growing their social media efforts. For example, three out of four large companies now have a dedicated social media team — and headcount in this team and across the enterprise have grown significantly since we began asking social strategists these questions in 2010. Yet, when we asked the … [Read more...]

New Research: Social Media Education — How Companies Reduce Social Media Risk and Activate Employee Advocacy for Scale

Last year, we asked companies about their top social strategy priorities. The second top response was “Developing Internal Education and Training.” Yet, when we surveyed companies earlier this year, we saw that only 38% had any education program in place, beyond ad hoc efforts. Over the past few quarters, we identified a number of large companies that have developed social media education for their employees, to learn why and how. We interviewed companies as diverse as ARAMARK, Kaiser … [Read more...]

Social Data Market Momentum: It’s not about the firehose

In the past year, social data has continued to wend its way into organizations of all types, from large enterprise to small business to media and entertainment and the public sector. We've seen use cases far past marketing into product and service quality, entertainment programming, customer service, fraud detection and a host of other examples. Yet the idea of social data as an asset that requires real enterprise rigor--quality control, curation and integration with other data sources----is … [Read more...]