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...]

Social TV: Solving for Synchronicity in an On-Demand Future

Source: TheVerge.com

Real-time content synchronization between offline and online media has become the darling of social TV, frequently serving as its very definition for companies looking to marry traditional and digital marketing experiences. Take Target, for example. Prior to the 2013 release of Justin Timberlake’s “The 20/20 Experience,” Target promoted the album synchronously on social, mobile, and TV. Its Facebook video post offered an exclusive pre-order of the album, and appeared simultaneously in fans’ news … [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...]

Twitter’s IPO: An Analysis of Opportunities And Threats

Twitter-IPO

Co-written with: Susan Etlinger, Rebecca Lieb, Andrew Jones, Linda Saindon, Brian Solis, and Ed Terpening The not-so-long awaited Twitter S-1 is out and now the intense scrutiny begins. At the heart of the analysis is what drives Twitter’s growth and value -- both today and in the future. As the last of the “Big Three” social networks (LinkedIn, Facebook, Twitter) to go public, retail investors’ interest in a Twitter filing will likely be intense. But while there is a lot of opportunity in … [Read more...]

It’s Time To Get Smart About Social Data Intelligence

by Susan Etlinger I spend a lot of time reading and thinking about social data: what it is, what it isn't, how to measure it, where it's going. But even the best strategy for collecting, analyzing and interpreting social data is just a set of pretty charts unless it is connected in a meaningful way to business objectives and, as importantly, actual business data. In the past year, we've seen social media proliferate throughout the organization. The average enterprise-class company has 178 … [Read more...]

Social Media Crisis Prevention: Can You Defuse an F-Bomb?

It's a nightmare scenario. You get a frantic text or call from a co-worker that someone tweeted a tasteless joke or profanity from your corporate Twitter account. The keywords in the post start trending among your brand mentions, soon to be followed by the hashtag #fail. Your customer service team receives outraged calls complaining about the foul language and lack of judgment of your employees. You scramble to delete and/or apologize for the offending tweet. The apology tweet must be … [Read more...]

Google+ The New Enterprise Social Network?

by Charlene Li and Chris Silva Google announced Google+ for Enterprises today with Hangouts integration into Docs and Calendar as well as administrative controls such as default posting to only within the company. We've been doing some research on the topic of enterprise social networks and, with Google moving into this market, have some thoughts around why this is a bigger deal than just another Google feature announcement. Google has a few things going for it that the pure plays like … [Read more...]

The Social Media ROI Cookbook: How Brands Measure the Revenue Impact of Social Media

Everyone talks about the challenges of measuring the revenue impact of social media, but how are top brands actually doing it? And are they successfully measuring ROI? My colleague Andrew Jones and I spoke with 16 brands, 38 vendors, 3 agencies and 4 ecosystem contributors, and surveyed 71 social media and analytics practitioners to answer this question and provide pragmatic recommendations. The result is our  “Social Media ROI Cookbook,” which aims to identify and describe the most … [Read more...]

Beyond the IPO: Ten Implications of a Public Facebook

By Susan Etlinger, Charlene Li and Rebecca Lieb The run-up to Facebook's IPO reminds me a bit of a wedding: everyone's attention is on the big day (expected to be Friday May 18), without much regard for the weeks, months and years afterward. Charlene Li, Rebecca Lieb, and I sat down to discuss some of the implications of a newly public Facebook: on shareholders, business and Facebook itself. -- SE Whether or not Facebook's IPO ends up being one of the world's largest (this Washington Post … [Read more...]

Google Addresses Revenue Impact of Social Media with New Social Reports

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Even though the topic of social media ROI may sometimes seem like an endless game of Whack-a-Mole [see previous post], there's plenty of evidence to suggest we're inching ever closer to accountability. Today's announcement from the Google Social Analytics team aims to address some of the most pressing questions that marketers face when trying to understand the revenue impact of social media: How does traffic from social sites lead to conversion? What can we conclude about the impact of … [Read more...]