If You Complain To A Company On Twitter, It Probably Doesn't Care Enough To Answer You

Nobody likes to be ignored, but that's exactly what happens to most people when they complain to companies on Twitter.

71% of people never get a response from companies that they bother with their woes on Twitter, according to a recent study by Maritz Research and evolve24.

And of the 29% that did, they approved of the effort. 83.5% said that they either liked or loved getting a response from the company.

What brands do on Twitter makes an impact. Perhaps it's impossible with the amount of resources most companies put towards social media to respond to every single complaint, but to have the vast majority go completely unanswered isn't acceptable. Many brands have devoted customer service Twitter accounts, and there's just no excuse for not answering on those.

The point of a company being on Twitter should be to communicate with its customers. That's a two-way street. Brands that go on Twitter just to be a loudspeaker to promote themselves aren't accomplishing much -- they're just making their customers feel like they don't matter.

Here's a chart of some of Maritz and evolve24's findings:

Please follow War Room on Twitter and Facebook.
Follow Kim Bhasin on Twitter.
Ask Kim A Question >

x

To embed this post, copy the code below and paste into your website or blog.

View the original article here

This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.

Nickelodeon Launched Its Awesome 90s Series After Listening To Twitter Followers

When Nickelodeon launched its 90s TV tribute series, its ratings on subsidiary network TeenNick saw a triple-digit uptick, rising 500% among 18- to 34-year-olds, according to Nickelodeon's Nielsen numbers.

The media company credits its decision to actually pay attention to its Twitter and Facebook followers for that spike.

"It was a listening exercise, and we reacted to it," Keith Dawkins, senior vice president and general manager of Nicktoons and TeenNick, told us in an interview. 

It all started when younger employees told network executives that they should bring back old-school programming, pointing out that there was a demand from Twitter and Facebook users.

At first, TeenNick broadcast four half-hour episodes between midnight and 2 a.m. on weeknights. Now 90s shows run every day from 10 p.m. to midnight.

The biggest challenge was branding the block as an "adult" series.

"Nickelodeon as an idea is a pivotal, iconic, emotional thing to that generation," says Dawkins. "These were the shows of the generation."

He's cautiously optimistic about the future of the vintage block. For now, it's a matter of seeing how ratings and viewer reactions shake out. Keeping up with loyal fans on Twitter and Facebook is a huge part of that, he says, as is getting those fans onto 90sAreAllThat.com. On the site, Nick fans can vote on what shows they want to see.

In coming weeks, TeenNick will have a better idea if the initial ratings are due to the shows' novelty or a sustainable, winning business move. For now, Dawkins says the network isn't focusing too much on monetizing programming by targeting advertisers. TeenNick first has to make sure the viewers are there to stay.

"We're able to conduct research daily by going on social media," he says. "That's what started this journey, and that's what will continue. Digital has led our experience, not followed it."

View the original article here

This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.

SAIcast: The Splits (At Netflix And Twitter)

  x You have successfully emailed the post. Please follow SAI on Twitter and Facebook.
Follow Linette Lopez on Twitter.
Ask Linette A Question >

x

To embed this post, copy the code below and paste into your website or blog.

View the original article here

This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.

Twitter Is About To Get Very Serious About Advertising

  x You have successfully emailed the post.

Twitter needs to start pulling in serious revenue.

John Battelle believes they are close.

The Federated Media founder says that promoted tweets are going to start being a much bigger part of the business model.

Advertisers will be able to target people based on their interests targeting, their location, and their demographic.

Advertisers should be able to purchase ads on a cost-per-engagement model and a "real-time second-price bidded auction."

Long story short: more metrics=more advertisers=more revenue. Everyone wins.

Please follow SAI: Media on Twitter and Facebook.
Follow Noah Davis on Twitter.
Ask Noah A Question >

x

To embed this post, copy the code below and paste into your website or blog.

View the original article here

This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.

Twitter Wants To Be (And Will Be) The Next Big Media Company

  x You have successfully emailed the post.

Yesterday Twitter announced some big numbers. The important ones:

100 million active users (i.e. who log in once a month), and 50 million daily logged in users.40% of active users don't tweet.Twitter is focused on advertising as its business model. They do data licensing deals and the like, but they're focused on advertising as their huge business.

What this all works out to: Twitter wants to be (and will be) the next big media company.

Twitter is basically TV at this point: unlike social networks, most people are here to follow brands, entertainers and events they like, not interact with their friends (although they also do that, but it increasingly seems to be secondary), and will increasingly do so with commercial interruption. 

Is that vision realistic? In a word, yes. 

For a few reasons:

Twitter won't stop growing. Twitter had 400 million unique visitors to just Twitter.com last month. Twitter active users are up 80% from the beginning of the year which, given how big Twitter already is, is astounding. It seems that Twitter is both adding new users and making existing users more active. Given Twitter's network effect, there is no reason to believe that growth won't continue.Twitter is an amazing broadcast medium. The power of live, microchunked content is amazing. As we saw during events like the death of Osama Bin Laden, Twitter is often both the fastest and most entertaining and interesting way to follow live events. People can follow exactly the people and brands they're interested in. To anyone with a phone, Twitter is your world in your pocket.   

This post was published as part of BI Research, a new industry intelligence service from Business Insider. BI Research provides real-time research and analysis on the technology industry. The service is currently in beta and is free. To learn more and sign up, please click here.

Please follow BI Research on Twitter and Facebook.
Follow Pascal-Emmanuel Gobry on Twitter.
Ask Pascal A Question >

x

To embed this post, copy the code below and paste into your website or blog.

View the original article here

This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.

The NBC News Twitter Account Was Just Hacked In Disgusting 9/11 Prank

The perpetrator(s), on Twitter at @S_kiddies, proclaimed they are affiliated with the Anonymous hacking network.

Within 15 minutes Twitter shut down both the hacker's account, and the NBC News account to prevent the false information from spreading.

"The NBC News twitter account was hacked late this afternoon and as a result, false reports of a plane attack on ground zero were sent to @NBCNews followers," the statement said. "We are working with Twitter to correct the situation and sincerely apologize for the scare that could have been caused by such a reckless and irresponsible act."

The incident is reminiscent of one earlier this year against the Fox News Politics which claimed President Obama had been shot. In that instance, the hackers changed the account's password, preventing Fox News staff from stopping the flow of disinformation.

View the original article here

This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.

The Best Tech People To Follow On Twitter

  x You have successfully emailed the post.

View the original article here

This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.

Can @Jack Appease Shell-Shocked Twitter Developers--And Make Money With Them?

Jack Dorsey, the inventor and new executive chairman of Twitter, posted an intriguing "note" to Twitter developers. 

The note makes basically two points:

The note is important, because it's trying to mend the break between Twitter and its developer ecosystem, which is necessary if it wants to make money over the long run.

To recap: Twitter basically owes its scale and growth to its developer ecosystem. When Twitter started growing and it became apparent that microblogging was a big thing, Twitter developers saved Twitter by adding features like mobile apps, photos and link shortening Twitter couldn't add on its own. The cool apps being built on top of Twitter is what set it apart from then-threatening and now-forgotten rivals like Jaiku, Pownce and Identi.ca. Then Twitter realized that it needed to control its experience and began taking over those niches developers had built businesses on. Twitter now has its own link-shortening, image service and mobile apps. And it's not above playing hardball to keep control of its ecosystem. 

It's fair to say Twitter developers are shell-shocked. Some trust has been broken; plenty of people want to leverage Twitter but can't be sure Twitter won't one day decide to crush them. In a sense, until it has found a profitable and viable business model, Twitter is unpredictable and dangerous like a wounded animal. 

This matters because Twitter is an information-sharing platform. It needs outside developers to build with it and on top of it. Twitter is useful when it is ubiquitous, and that means it needs to have a strong developer ecosystem. 

It also matters because Twitter probably needs to figure out a way to make money from its developer ecosystem. The other big social platforms, Facebook and LinkedIn, don't make money just from advertising but also from other services. Maybe Twitter can build a huge business just from advertising, but history suggests it would be much better to build diversified revenue streams.

It's already beginning to do this: it has deals with data resellers like Gnip and GoodData. It needs to figure out similar deals with other types of Twitter applications, and it needs to figure them out on a win-win basis to keep its ecosystem healthy. 

This is where Jack Dorsey's move comes in, and why it's interesting:

@Jack is beloved of the Twitter community. Dorsey is one of the most respected technology executives in the world. His inventivity and design sensibility has him spoken of in the same breath as Steve Jobs. (Even his note, in its economy, is jobsian.)Dorsey was largely out of Twitter when the crackdown happened, and isn't tainted by it. So Dorsey is basically saying "Don't worry. I'm here. Let's talk this through and we can figure it out." and using his trust capital so the message will be heard.

Can it work? Probably.

At this point, Twitter developers recognize that Twitter pretty much had to take control of its experience, both for the sake of its users and its business. Paradoxically, the crackdown and the bad blood is an incentive for Twitter to act in good faith from now on, because it knows if it becomes even more aggressive it might reach a breaking point.

The broader question remains: how can Twitter developers make money? How can Twitter make money from that? That remains to be seen, but if there's a good answer to that question, this note is a good step in finding it.

This post was published as part of BI Research, a new industry intelligence service from Business Insider. BI Research provides real-time research and analysis on the technology industry. The service is currently in beta and is free. To learn more and sign up, please click here.

View the original article here

This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.