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April 2010 | Volume 28 / Number 11
From the TMCnet Blogs

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Verizon (News - Alert) Wireless In his “First Coffee” blog,

TMCnet’s David Sims writes:


3G network operator Verizon Wireless has been ranked highest in customer care among wireless phone service providers in J.D. Power and Associates’ 2010 Wireless Customer Care Performance Study, Vol. 1.


Based on responses from more than 9,600 wireless subscribers who contacted their wireless service providers by phone, in stores or online last year and were surveyed by J. D. Power and Associates between July and December of 2009, Verizon Wireless “continued to perform as an industry leader with an overall satisfaction score of 753, 14 points above the overall industry average.”


Verizon Wireless has recently introduced an after-call survey to provide “fast, direct feedback from more customers,” company officials said, “to help the company further improve the customer experience.”


The company also continues to roll out its design in new and existing company-owned and -operated Communications
Stores, offering shoppers the chance to experience their


Visit David’s blog at http://blog.tmcnet.com/telecom-crm


SEO and Google Dollars In his “On Rad’s Radar,”

Peter Radizeski of RAD-INFO (News - Alert), Inc. writes:


I was at Social Fresh, a conference for marketers to exchange stories about social media. Here are some of my take aways:


The whole numbers game about social media is kind of flawed. You need Listeners, Customer Evangelists, Raving
Fans, or at the least a cult-like following. Not 100,000 people that don’t pay attention. (You have TV commercials for that!) Listeners can be engaged. Engagement leads to sales and referrals. Referrals are part of that whole word-of-mouth marketing thing. Viral is all about WOM. But there’s no formula for viral any more than there is for a best seller.


So again we are back to marketing on social platforms like they are a replacement for the newspaper or billboard. Marketing is becoming more and more like a networking event. If you failed at those, you will fail online.


I haven’t seen much correlation between sales and social media, except for Dell (News - Alert) Outlet and travel sites (specifically JetBlue and Marriott). All the telecom case studies of Twitter have to do with customer care. And that is important because as the pie flattens out, and you are fighting in a Red Ocean for customers, customer retention (and the correlating churn number) starts to affect stock price.


So how does social media fit in? One way is SEO. Good old-fashioned search engine optimization. If you put enough good, relevant content out there, people can find you. Social media like Twitter, SlideShare, blogs, LinkedIn are all available in a Google (News - Alert) search.


Join. Listen. Engage. Give value. No different than offline.


Visit Peter’s blog at http://blog.tmcnet.com/on-rads-radar


The Microsoftization of Google


In his “Communications and Technology” Blog, Rich Tehrani (News - Alert) writes:


Google has announced a new social networking initiative called Buzz which is supposed to unseat Facebook and Twitter. But you have to wonder, is Google going to ever lose its edge? When you look at Microsoft (News - Alert) you see them messing up almost equally across its entire product line and moreover the brain drain from the company is now legendary.


Although it may take time for this to happen to Google it seems apparent that social networking is a place where the company [has been] repeatedly unsuccessful. For the record, I am a huge Google Reader fan and I have shared an immense amount of content on the site... It just seems this is not the place anyone wants to go to be social.


Juan Carlos Perez over at IDG skewered Google for not having Facebook (News - Alert) support in Buzz among other reasons. Here is an excerpt: “…I also found the user interface inconvenient for keeping track of what my 20-odd contacts are posting…It’s one long page of Buzz conversations, similar to a discussion forum. As comments are added to the conversations, I don’t get a notification of any sort. I just have to keep revisiting them to see what’s new, scrolling up and down…


“According to Google, people can link up Buzz right now with Picasa, Flickr, Twitter, YouTube (News - Alert) and Blogger, while Google chat status messages and Google Reader shared items can also be displayed in Buzz. About 10 other photos appeared several hours later.


“However, it doesn’t come close to solving the problem that it was created to address: helping people manage the avalanche of social media information many are inundated with. In fact, Buzz may end up compounding this problem, becoming yet another social media channel that people need to watch and maintain.”

Visit Rich’s blog at http://blog.tmcnet.com/blog/rich-tehrani


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