Real-time search, real life problem, social media example

Zagoumenov — Thu, 28 Jan 2010 04:20:47 +0000

One of the key questions I get when discussing social media with businesses is: how can we see a result of a social media benefiting companies. Here's one of numerous examples of how public perception, real-time data and tools like Twitter shape the new future for marketers.

This is real life, real-time case that's happened to me over the past hour. I use Shaw as my ISP and about 30 mins ago, the thing stopped working. Tried rebooting the modem (often a solution suggested by ISPs). Didn't work. So, I wend to search.twitter.com on my Blackberry and typed "shaw internet". Got the following:

Twitter comments: Before Shaw solved the problem

* Please note that this is an image that was taken through a web browser on my machine once the problem was resolved. But I saw exactly the same when I browsed mobile.

This is real-time, real life example of social media shaping the future of digital marketing. Public has a say. If you screw up as a business, people will know. They will also spread the word by sharing or RT (re-tweeting) to help others form an opinion about the quality of your service. We share, we contribute, we, the public, form opinions of masses in real time, using real tools.

This snapshot was taken when the situation was resolved by Shaw. Although people are getting happier, there's still a bad aftertaste on Shaw's brand name showing between the lines.

Twitter comments: After Shaw solved the problem

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Real-time search, real life problem, social media example