Tweeting for a Kogi truck
By J. John Kim on Mar 20, 2009
Long time, no write. Last time I wrote, in "Following the Footsteps of the Top Sales Reps" I wrote about the use of social input in prospecting leads in sales. That use case involved analyzing structured data for socially-tuned sales recommendations. Outside the sales domain, social applications are making increasingly significant impact in how we live, connect with one another, make decisions, and solve problems. People, or at least my peers, have become much more trusting and reliant on social input available on the internet.
For example, I am listening to Pandora on my Blackberry as I write. Pandora on Blackberry rocks. It is an innovation that clearly disrupts iTunes and iPod. With Pandora, I am letting people like me to refine and play the songs that I might like. Does this mean I trust my peers more than myself? Perhaps. By partaking in the voting process, I can also give back to the community as well as to myself. It is a good thing Apple has added a recommendation feature.
In another example, in the customer support arena, when getting answers to everyday issues, Yahoo Answers is a great way to zero in on the best solutions. Yahoo Answers is a fantastic site that motivates community members to
provide answers to one another by awarding points and reputation levels for activities.
Companies are starting to take note and have introduced similar capabilities to engage their customers. In the customer support arena, Samsung has such an example. I have actually "enjoyed" debugging issues with Samsung technicians and other Samsung owners on CNET's Samsung forum. I enjoyed being in the virtual company of the people who have run into similar issues. More often a lurker than an active poster, I benefited from referencing solutions eventually arrived at by the original posters.
In addition to purpose-built web 2.0-inspired enterprise sites, micro-blogging sites like Twitter also provide opportunities for companies can listen to, and possibly, have conversations with, their current and target customer segments.
Speaking of listening to the crowd, I found this New York Times piece on Twitter words used during this year's Super Bowl very interesting. As people use their favorite channels to express themselves and converse with others, companies can set up listening posts to discern changes in sentiments, and shifts in perceptions and preferences in their target demographic segments.
It is almost dinner time. I wonder where that Kogi truck is headed. Ah, 4100 in Silverlake. Too bad I am more than 300 miles away. I will plant some key words in my tweets. Maybe the Kogi truck guys will hear me. My geotag should say NorCal.