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FedEx and Ketchum best practices in social media study released

An in-depth social media study conducted by FedEx and Ketchum of more than 60 well-known companies has found that significant changes are on the horizon for the way companies will use social media tools to communicate internally. The brands studied include Allstate, American Lung Association, AT&T, Bausch & Lomb, Booz & co, Cargill, CDW, Charles [...]

By Andrew Grill | Posted November 22, 2010 in social media | Tagged Allstate, American Lung Association, Assessing, AT&T, bausch & Lomb, booz & co, Cargill, CDW, charles schwab, Chase, Chevron, cisco, Collaborating, dow, Duke Energy, electrolux, Experimenting, facebook, federal express, fedex and ketchum, fexed, Ford, FPL, GE, GM<Ingersoll Rand, Hallmark Cards, Home Depot, Honeywell, IBM, Iridium, ketchum, KPN, Kraft, leadership, Leo Burnett, Listening, mars, metlife, Nichelin, Office Depot, p&g, Pactiv, participation, Pepsi, philips, PNC, Popeyes, Reclaiming, Refining, renault, Sears, Shell, social media, social media best practice, social media leadership, social media report, Southwest Airlines, Standard & Poors, Staples, Strategy & Planning, Symantec, Tellabs, twitter, United, youtube | Comments (4)

What could destroy Twitter? Great customer service

Twitter should not be seen as a problem for companies, instead it could be the perfect solution, but only if we move from hearing to actually listening. Until now, we may have thought it was just ourselves that had a bad experience with companies, as everyone else receives great customer service from their [insert any [...]

By Andrew Grill | Posted November 3, 2010 in social media | Tagged ad age, adage, bt, ceo, chief executive, complaits, customer complaints, customer service, customer service issues, destroy twitter, dim bulb, great customer service, hearing, Jonathan Salem Baskin, Listening, newspaper, ombudsman, PR, product development, product feedback, self publishing, social intelligence, TIO, twitter, twitter tax, vodafone | 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)