Social media and customer service: New research from the forthcoming “The Social Habit” report found that “42 Percent of Consumers Complaining in Social Media Expect 60 Minute Response Time.” (Also, a majority expect the same response time on nights and weekends.) These kinds of customer expectations have concrete implications for companies managing customer service issues through social media.
Geography and news consumption: A new Pew study looked at how geography impacts people’s news consumption habits, and a good post on Nieman Journalism Lab breaks down the findings. The study looked at the differences between urban, suburban, small town and rural residents, and looked at what types of topics people were interested in and what sources they turn to for news.
CEOs and Twitter: The Wall Street Journal had a much-discussed piece last week on CEOs fear of Twitter and a few notable executives who have embraced it so far. While some CEOs have taken the plunge, “Seven in 10 Fortune 500 CEOs have no presence on major social media networks such as Twitter, Facebook, LinkedIn, Pinterest and Google+, according to a recent report by CEO.com and analytics company Domo.”
Company culture and social media: An excellent post from Shel Holtz on the challenges of not only implementing social media but truly adopting it across large businesses. As he says, “All the technologies in the world won’t make an organization social, nor will strategic plans for implementing those technologies, if the culture won’t support it.”
Apple apology: Apple issued a rare apology last week for problems with its new Maps function, unveiled recently in the new iPhone and operating system.
View from the 23rd Floor by Laurel HartAt least so far, March is acting more lamb than lion here in New York City, but we’ll see what the rest of the month brings.
WikiLeaks: The first of a new set of emails obtained by WikiLeaks was released last week, with additional analysis from news organizations expected in the coming weeks.
Boycotts, Reputation and Bottom Line: With boycotts a recurring topic, this research from last fall caught our eye this past week: professor Brayden King at the Kellogg School at Northwestern University showed that “the stock price of a targeted company dropped nearly 1 percent for each day of national print media coverage.” In addition, he found that “even if consumer behavior was unchanged by a boycott, a company’s stock price and reputation were not.” In addition, “25 percent [of boycotts generated] a concession from the target company.”
Limbaugh and Apology: There were ample examples of apologies and corporate statements surrounding the Limbaugh controversy this past week, including from Limbaugh himself, and former advertisers Carbonite, ProFlowers, Citrix, and others.
Newspapers and New Business Models: Newly released research from the Pew Research Center’s Project for Excellence in Journalism found “for every $1 gained in digital, $7 are lost in print revenue,” highlighting the challenges many newspapers face in implementing new business models today.
View from the 23rd Floor by Laurel HartAt least so far, March is acting more lamb than lion here in New York City, but we’ll see what the rest of the month brings.