Archive for the ‘Social Media’ Category

Google All A Buzz About What?

Wednesday, February 10th, 2010

Sooner or later Google was going to make a much larger play for the social media market. With over 1 billion searches happening a month on Facebook alone, and social media overtaking search as the largest online category – Google was threatened. There were talks of a buy-out of Twitter and other discussions with networks in the past but nothing came to fruition so Google has gone it alone.

Will you get a Buzz out of Buzz?
With the recent exposure of Buzz you might be thinking what I was – Buzz sounds like Google Wave right? After some initial poking around my conclusion is that it is like Wave except for one differentiating factor – it’s integrated into your Gmail Account. This I believe has been a smart move by the search giant. If Google is ever to crack this market, they know the only way to do it is to leverage their existing Gmail user base, whom already have established contact lists.

However despite all of the hype, will it be a tool that revolutionises the industry? Let’s take a more in-depth look at what the tool offers;

It’s a bit like Twitter; Users on Buzz can post updates and decide whether to share them privately or with the world. As users are looking for more flexibility in social media to decide whom they will share content with, this might provide users with the control they are looking for.

It’s a bit (actually a lot) like Facebook; Users can share photos, videos & their status with their connections. There are some cool ways users can view photos and comment on content but it’s probably not going to convert the masses.

It’s a bit like Foursquare; Users can tag the location of their tweets and also view tweets on a map in surrounding areas. Unlike Foursquare where conversations occur about a particular location / thing to do, Buzz is more about general conversations occurring in particular locations and being tagged for user benefit.

It takes some elements from Friendfeed; Like FriendFeed Google Buzz allows users to aggregate content from Twitter, Picaso and a few other social applications. It is important however to note that users cannot feed in content from their Facebook profile.

My Verdict
The most under-developed market in the social world is geo-location social media and I believe Google could carve a good slice of this market. Outside of this, my view is the functionality is largely undifferentiated, and I don’t think it will be enough to draw users away from their existing applications. With Facebook now boasting over 400 million users, Google has their work cut out for them as their Gmail user base only has 176 million users. In my opinion this is one war Google wont win with Buzz and maybe Google’s last hurrah for social media. With its many failed attempts Google may have to sit on the social media sidelines and be content with integrating social into their search offering.

Want to know more about Buzz – view the official Google video here

Got an opinion on how Buzz will change the social landscape – would LOVE to hear it, please comment below.

© Digital Marketing Lab Blog

Written By: Teresa Sperti

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A Twitter Tale Or Two – My Social Experiment!

Friday, February 5th, 2010

We have all seen the array of statistics which shows that Australian consumers have social media fever. The most recent statistic proving our true obsession with social media shows that the average Australian spends more than 7 hours on social media sites (Dec 09).

But it seems that social fever is yet to spread across the corporate world. Many Australian organisations are yet to embrace it or at a basic level even secure their brand name in the social arena with a recent study revealing only 40% of Australia’s top 20 brands have a Twitter account.

So whilst having a Twitter account isn’t the only true indicator that an organisation is actively getting involved in social media it did make me wonder if major organisations operating in Australia are listening to what consumers have to say about them in the social space and if they are doing something about it.

Research shows that Australian consumers want organisations to communicate with them through social media outlets such as Twitter, YouTube and Facebook. In fact, 60% of those surveyed by RightNow said that if they posted a negative comment about an organisation on a social networking site, they would welcome contact from the organisation to try and resolve the issue. 66% also said they’d be happy for an organisation to contact them following a positive comment post.

So as Australian consumers want interaction and many consumers are spending a significant amount of time in the social space, I conducted a “social experiment” - 5 complaints/ pieces of feedback posted, for 5 big brands over 2 weeks on Twitter. As I have 750 followers on Twitter, and my Twitter account is connected to my LinkedIn account, according to social experts I would have some level of authority and given this I could spread some bad PR quite quickly. My normal nature is not to place negative comments online however in the name of research I thought it was worth a go (so sorry if you had to hear me rant and rave.) But did any of them care?

# commbank ;This would have to be my favourite complaint. I have to go in to the branch to set up my net banking. This was met with frustration from me but the not so lovely person on the other end of the line made me even more irritable as they served up some bad customer service. Any response from commbank? Not likely but had some discussions with a fellow twitterer who kept the conversation alive. So someone is listening to my rant.

#portmans; A bit of feedback for their in-store service seemed to fall on deaf ears. Unfortunate given that I have found some nice additions to my wardrobe recently – just a shame the service experience was lacking.

#bunnings; A lack of availability for furniture items caused a few post Xmas & pre-Australia day frustrations met by little response. Even some contact to find out what I was looking for and to help me track down the item would have been appreciated – but instead I trekked across Melbourne to hunt them down.

#redenergy; I do have a soft spot for these guys and by the end I was running out of things to complain about. The promise of a rewards card on sign up was exciting only to leave me wondering when in fact that card will come in the mail. Still none the wiser after complaining on
Twitter.

#ikea; 2 trips to the superstore in Richmond in 1 week left me pondering how much better the experience would be if I could find a customer service representative on the floor when I need one. My complaint regarding the lack of staff on the floor was also left unanswered.

So what does this teach us and why should your company care?

Firstly there is probably a lot to be learnt online through our customers. Take some time to see if people are talking about your brand and try to turn a bad experience into a good one.

Secondly there is a lot of talk by many companies and little action. The opportunity to differentiate your service offering before others could put you in a healthy position against your competitors.

Lastly, Google has integrated social media results into search. It is still only early days and much more innovation is to come in this area – BUT if I want to ensure that my brand is being accurately represented I would like be ensuring that 2 sides of the conversation are appearing in search results – not just leaving Google to serve up the unanswered cries of a powerful generation of customers.

© Digital Marketing Lab Blog

Written By: Teresa Sperti

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4 Brands To Applaud In The Oz Digital Space

Tuesday, January 12th, 2010

Whilst there is much talk of the lack of retailers embracing the digital phenomenon in Australia, there are a few that are definitely leading the way in the digital space which should be commended. This article focuses on the big Australian brands that whilst may not have perfected all in the digital environment, have demonstrated that digital is firmly on the agenda.

Clive Peeter’s – eCommerce Engine
Releasing their new site in Q3 of 2009, Clive Peeters has shown many electrical retailers just how to build a quality eCommerce engine. The site combines some of the key ingredients to deliver an effective eComerce site which are;
- Robust search capability
- A well structured, easy to navigate shopping cart
- Tailored online pricing strategy to differentiate from in-store pricing.
It seems the next phase of their strategy is to ramp up their SEO efforts as they engaged a search agency late last year so they will be an interesting one to watch as they power ahead in this space.

Sportsgirl – Social Tactics
In 2009, Sportsgirl launched their new online forum to enable its consumers to
- Discuss the latest fashion trends
- Ask Sportsgirl questions about their latest range and
- Interact with likeminded people on other lifestyle topics such as travel, fitness and parties. Sportsgirl are doing a great job at moderating the forums and take up since launch has been strong. As a next step it will be interesting to see if Sportsgirl will take this concept further and crowdsource some of their next seasons fashions through their avid consumer base.

Blackmore’s – Content Strategy
Over the past few years Blackmores have built a very strong content strategy to provide advice and tools on a range of health related issues. Whilst Blackmores immediate product offering centres around vitamins, they have extended the relevance of their brand to help consumers by providing content/tools for popular health & wellbeing categories such as weight loss, pregnancy and general health. To augment their online user experience Blackmores are also offering free naturopathy advice, ovulation calendars and meal planners to name a few – all of which combined with content are driving user subscriptions and repeat visitors to their site.

Coles Supermarkets – Mobile iPhone Application
Coles has leveraged the iPhone to aid shoppers to complete their weekly shop. Rather than redevelop their online site into an app (which seems to be a popular strategy), Coles have defined what shoppers need whilst they are on the move – ensuring that their mobile strategy is fit for purpose. The Coles iPhone app allows consumers to;
- Build a virtual shopping list and then cross off items as a user shops in-store
- Search for specials in-store at their local supermarket or even
- Search for recipes whilst you are on the move (in case you haven’t planned this weeks shop).
I think the only thing missing is the link between a users web experience and the mobile phone. By providing a user with the ability to build their shopping list on site then log in and access it via their mobile, Coles will be able to further increase take up rates. All in all however I think Coles have combined clever with functional to provide an app that extends well beyond – find a store!

Got an example of an Australian retailer that should be applauded for their digital strategy – please share them below

© Digital Marketing Lab Blog

Written By: Teresa Sperti

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DigiCast – The Next Big Social Phenomenon - FourSquare

Wednesday, January 6th, 2010

Those boffins of the Silicon Valley have obviously been at it again trying to crack the next in thing in the social media world. And it seems that a few geeks have possibly come developed the next craze with all of the buzz currently surrounding a new concept called FOURSQUARE!

What is it?
Foursquare is a location sharing service that mashes up social networks, maps and other features, then combines them with a rewards program for “checking in” at various locations and businesses, such as bars, restaurants and retailers.

Foursquare globally and locally
Since March, Foursquare has acquired 150,000 users and is apparently growing at a rate of 45 – 50% per month. In Australia, Foursquare is currently ranked in position 1,322 on Alexa. However despite that the site is driving some traffic from the local market, it seems Foursquare is still in its infancy. Taking a test drive in my local city of Melbourne, 3 out of the 4 places I wanted to add to my to do list were not listed – making it a little time consuming to build a list of things I am interested in doing. In addition Foursquare is currently only geared up for the cities of Brisbane, Sydney and Melbourne – alienating key cities in Australia. Despite its current limited availability and use however, I wouldn’t underestimate its potential for sizable growth in our local market. My assumption for growth is based on Australians obsession with social media. We are so obsessed that Australia is ranked as one of the largest consumers of social media per capita in the world. This combined with our ever increasing thirst for internet access via mobile devices and social nature will drive take up of FourSquare.

FourSquare’s Revenue Model
In 2009 FourSquare did not generate any revenue. However unlike Twitter it seems as the sites premise is based on location it will open up several opportunities for location based advertising, along with targeted consumer promotions based on interests. In addition to the advertising opportunities available to FourSquare I firmly believe Google will make a play to buy this site in the coming 12 – 18 months. From Google’s perspective the site offers 3 strong propositions for Google to cement their stronghold in certain digital areas which include – local search, mobile and of course social media.

To visit FourSquare go to –www.foursquare.com

Do you think FourSquare will be one of the next big social media tools? Share your thoughts below.

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