DISQUS

Thanks Jason for including Radian6 amongst some very cool companies, and thanks for your kind words about us.

Yes congrats Malcolm. Sounds like a great job. And thanks for that Radian6 shout out too :) Cheers. David

Hey there Paul, glad we got things all figured out for you today. And hey thanks for the kudos on the vid. It was a hoot to make. :)

Cheers. David

Miguel, that's very kind of you to say. Thank you. We are certainly very proud of our customer support team for their dedication to helping customers and our R&D team for their focus on innovation.

And thank you so much for choosing to work with Radian6. We appreciate it.
Cheers.
David

Great post Jim. It's interesting looking at the list of the other channels you listed in the post. The primary role for each (maybe less so on the surveys in some ways) is to interact with customers first and then aggregate and learn from those interactions second. Funny enough with social media both of these opportunities present themselves for brands as well - though in most cases most the order is reversed (listen and learn and then perhaps engage.) Regardless of the order, social media provides a rich additional channel, one that consumers are already using to communicate on whether companies choose to "answer the call" or not. Here's hoping 2009 will be the year that dramatically increases the percentages you pointed out above.

And thanks for the Radian6 shout out too Jim. Always appreciated.

Cheers David

David Alston's last blog post..PepsiCo and the Super Bowl: Performance with Purpose

Thanks for the shout out Danny. You know a subject is getting popular when all of the "get rich quick" schemes start popping up. I've seen a bunch on Youtube pop up recently as well. I suppose one could even say that people attend conferences to get educated and a leg up on the competition for the same reason. I guess it's human nature for people to look for short cuts.



There certainly is a demand for knowledge. I helped two folks I know this week with Twitter - trying to guide them in how to set up a profile, when and how to use it, where to find people to follow they might like and so on. Maybe there is merit in creating a free social media mentor site to connect those with experience with those who'd love to learn in the SM space. Food for thought - no charge :)

To the guys at
SocialTrending
(comment 102) and
everyone else here
who talked about
their Radian6
experience - thank
you. It was very
kind of you to share
it.

Hi Roger, I'll have Matt Brazil in the UK contact you on Radian6 pricing so you'll have the latest in pricing. Thanks for your interest.

David

Hey there, yes you are correct that's part of the secret, the one that everyone seems to have discovered. But there is a much bigger one that no one yet has revealed as far as I can tell.

Time will tell who will be the first to break it.

David

Thanks for the acknowledgment Joe. It was great sharing the event floor with you as well. Great summary too as I missed some of the sessions you attended.

It was great meeting you too Chris. And indeed it was a great event. Thanks also for doing the video interview - will let you know when it goes up.

Cheers. David

Glad you enjoyed the Third Tuesday Mark. Good to see you again. We'll have to get you to man one of the tables at the next station-by-station format - perhaps around Stumbleupon or Digg.

Thanks for spreading the word Matt. Tweet you this afternoon at the Twebinar.

Thanks so much for including Radian6 in your list of productivity enhancement tools. We are definitely honored to be considered.

David

Chris, you make me blush - and that takes a lot. ;-)

Thanks for the kind words. It's mind blowing that so many folks are connecting up via this series. It's gonna be a hoot this summer.

David

Thanks for the Tumble Laura. Tweet you at the Twebinar. :-)

David
Radian6 Twebinars

Hey there Connie,

Great post. For those wanting to begin the journey this is a wonderful roadmap.

And thanks for illustrating point #7 and mentioning Radian6 :-) I knew about your post of course because, as you mention, I was listening for our brand (using our own solution of course :-).

David Alston
Radian6

Great post Chris. Perhaps rolling out a social media monitoring platform today could be akin to setting up an inbound call center with the right technology in the 80's and 90's. Like with a call center, starting with a single phone number, a phone and a person on the end of it is at least a start. But once you promote the fact that you want to hear from customers, the inbound volume takes off and efficiently managing traffic becomes important. Being able to see trends over time, growing issues, etc...would also be important for product development, marketing, etc.. We have seen an entire technology industry built around efficiently and effectively handling customer contact on the phone side.

So with the volume of the customer voice skyrocketing within the social media channel it goes without saying that answering the "social media call" makes perfect sense.

Chris, this is a great topic. Looking forward to further discussion on it.

Cheers.

David Alston
Radian6