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Daily Mail article on social media critical of companies that actively seek consumer feedback

It must be a slow news week, because a recent Daily Mail article by Jason Lewis titled How ‘BT Sarah’ spies on your Facebook account: secret new software allows BT and other firms to trawl internet looking for disgruntled customers seems to suggest that companies that are actively seeking our customer feedback on public websites [...]

By Andrew Grill | Posted June 6, 2010 in social media | Tagged beat-up, beatup, bt, BT Sarah, carphone warehouse, customer service, daily mail, daily mail beat-up, debatescape, engage, facebook, integrate, Jason Lewis, learn, listen, listen learn engage integrate, social media monitoring, social networking, social networks, spying, twitter, visible technologies | Comments (35)

Mind the Social Media Gap

This article first appeared in the PointZero magazine, issue 2 October 2009. It is often said that marketing helps consumers decide which product they should buy, and the customer service and operations department of any company is where this work can come undone in a flash. As rightly identified by Dave Evans in a recent [...]

By Andrew Grill | Posted October 16, 2009 in social media | Tagged customer service, Dave Carroll, Dave Evans, engage, facebook, integrate, learn, listen, listen learn engage integrate, marketing, mind the gap, operations, pointzero, social business, social media, social media advertising, social media metrics, social media monitoring, social media platform, social thermometer, twitter, United, united breaks guitars | Comments (4)

Why are clients still scratching their heads about Social Media?

I read an interesting report in the Telegraph yesterday that says London is the “social media capital of the world”. This is not hard to believe – a city of 8 million people that the Telegraph claim would rather tweet than talk to each other on the tube. But with such a focus on social [...]

By Andrew Grill | Posted September 30, 2009 in social media | Tagged advertising, brands, Cathy Wilcox, conversation, crm, dave edwards, engage, engagement, facebook, integrate, isnack 2.0, John Bell, Kraft, learn, listen, Listening, london social media capital, London twitter capital, ogilvy, ogilvy 360, ogilvy 360 digital influence, ogilvy pr, ogilvysocial, Participating, Peter Friedman, Revolution magzine, rory sutherland, social crm, social media, Social Media experts, starbucks, step change, twitter, twitter conference, twitter for brands, Vegemite | Comments (9)

Listen, Learn, Engage and Integrate – 4 rules for brands using social media Part 1

I have been fairly quiet on the blogging front of late (inversely more active on twitter), but in between posts I have been spending a lot of time talking to large, well known companies about their social media strategy. Like many in the mainstream press, I keep reading that social media / Twitter / Facebook [...]

By Andrew Grill | Posted September 14, 2009 in social media | Tagged acision, advertising 2020, brands using social media, Campaign magazine, competitive advantage, Dave Carrol, education, engage, engagement, facebook, financial times, FT, future trends in advertising, integrate, Keynote Speaker, learn, listen, listen learn engage integrate, lsiten, mainstream, marketing degree, marketing education, measure, media strategy, MIT labs, multinational, multinational brands, new models, Nicholas Negroponte, Obama, ogilvy, Omnicam Media, Omnicom Media Group, peer advocacy, Philippa Brown, rules for social media, social intelligence, social media, social media expert, social media strategy, social networking, step change, sydney, telstra, twitter, United Airlines, united breaks guitars | Comments (18)