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#MMchat18 Transcript with John Bernier, Twelpforce Lead at Best Buy
Proactive Customer Service in a Social Media World ~ November 29, 2010

 
November 29, 2010
1:00 am TheSocialCMO: Welcome to our eighteenth #MarketerMonday Chat! #MMchat ' I am your moderator @JeffAshcroft aka @TheSocialCMO Thank you for joining us!
1:00 am RustiAnn: Ditto. Hi everyone RT @piplzchoice: Getting ready to learn at #mmchat
1:00 am RichardNatoli: Looking forward to this week's #mmchat. Apologies to all followers for upcoming volume of tweets.
1:01 am TheSocialCMO: Almost a year and a half ago, @KentHuffman made the first #MarketerMonday shoutout & every Monday since then there have been 100's #MMchat
1:01 am kammerait: Chat incoming. #mmchat
1:01 am SMSJOE: Hey there 2 both of you RT @RustiAnn: Ditto. Hi everyone RT @piplzchoice: Getting ready to learn at #mmchat
1:01 am TheSocialCMO: We're pleased to be part of #MarketerMonday mix with #MMchat allowing all of us to get to know these #MM greats & discuss cool topics!
1:01 am Writteninsteele: Will be following #mmchat tonight
1:01 am sharonmostyn: Missed my Tweeps over Thanksgiving so catching up with #jourchat & #mmchat - hi everyone!
1:01 am TheSocialCMO: To chat, simply use the hashtag #MMchat to be included in #MMchat transcript! You can also follow the chat at http://bit.ly/wthMMchat
1:02 am TheSocialCMO: So every Monday at 8:00pm est we will now have on a SPECIAL guest to discuss a topic relevant to all you Social CMOs out there! #MMchat
1:02 am SMSJOE: @TheSocialCMO and doing a darn good job of it. #mmchat
1:02 am TheSocialCMO: For our 18th #MarketerMonday Chat I am very pleased to welcome John Bernier @BernierJohn the @Twelpforce Lead at Bestbuy! #MMchat
1:02 am piplzchoice: @SMSJOE @RustiAnn @piplzchoice Hello to you too. Good to "see" you again #mmchat
1:02 am SMSJOE: @sharonmostyn great to see you back #mmchat
1:02 am TheSocialCMO: Topic tonight is, Proactive Customer Service in a Social Media World and here is a quick tweet Bio for @BernierJohn #MMchat
1:02 am TheSocialCMO: John Bernier's official title is Digital Product Line Manager in the Emerging Platforms Group at @Bestbuy! #MMchat
1:03 am kammerait: @TheSocialCMO @BernierJohn Welcome John! #mmchat
1:03 am TheSocialCMO: He has been with @BestBuy for 7 years and descriptors for John include Relator, ideator, maximizer and serial connector. #MMchat
1:03 am lauraclick: Hopping onto #mmchat for a minute. Are you with me? #mmchat
1:03 am ckburgess: RT @TheSocialCMO: He has been with @BestBuy for 7 years and descriptors for John include Relator, ideator, maximizer and serial connector. #MMchat
1:03 am TheSocialCMO: John loves talking with people and hates talking at them, and @Twelpforce is the perfect opportunity to do this #MMchat
1:03 am ckburgess: RT @TheSocialCMO: Almost a year and a half ago, @KentHuffman made the first #MarketerMonday shoutout & every Monday since then there have been 100's #MMchat
1:03 am TheSocialCMO: So after 10 years of creating marketing communications pieces, he was attracted to something that was more two way #MMchat
1:03 am bernierjohn: @kammerait thanks! #mmchat
1:03 am JoannWayman: Ready to learn @ #mmchat tonight
1:03 am ckburgess: RT @TheSocialCMO: We're pleased to be part of #MarketerMonday mix with #MMchat allowing all of us to get to know these #MM greats & discuss cool topics!
1:03 am TheSocialCMO: He also loves thinking about the ideas that come from seeing data, and how we can use that to better the experience. #MMchat
1:03 am mentormarketing: social CRM, real-time proactive #custserv tonight's topic in #mmchat
1:04 am sandyhubbard: RT @TheSocialCMO: Topic tonight is, Proactive Customer Service in a Social Media World and here is a quick tweet Bio for @BernierJohn #MMchat
1:04 am TheSocialCMO: John is also a true believer that people can make all the difference in the world, #MMchat
1:04 am kammerait: @TheSocialCMO Love the #dataviz connection. Let's engage on more than one level! #mmchat
1:04 am TheSocialCMO: And that with the right support, they can make meaningful and impactful contributions that make a difference #MMchat
1:04 am ckburgess: RT @TheSocialCMO: So every Monday at 8:00pm est we will now have on a SPECIAL guest to discuss a topic relevant to all you Social CMOs out there! #MMchat
1:04 am SMSJOE: @bernierjohn love sarcastic and curious bio ;-) #mmchat
1:04 am TheSocialCMO: Please join me in welcoming John Bernier @BernierJohn as our #MarketerMonday Chat SPECIAL guest this evening! #MMchat
1:04 am prattkelly: RT @mentormarketing: social CRM, real-time proactive #custserv tonight's topic in #mmchat
1:04 am BillBoorman: Be interested to hear what @BernierJohn has to say about social monitoring and the relevance of sentiment #MMChat
1:04 am ckburgess: RT @TheSocialCMO: Topic tonight is, Proactive Customer Service in a Social Media World and here is a quick tweet Bio for @BernierJohn #MMchat
1:05 am ckburgess: RT @TheSocialCMO: John Bernier's official title is Digital Product Line Manager in the Emerging Platforms Group at @Bestbuy! #MMchat
1:05 am SMSJOE: RT @BillBoorman: Be interested to hear what @BernierJohn has to say about social monitoring and the relevance of sentiment<indeed #mmchat
1:05 am keithprivette: RT @TheSocialCMO: Please join me in welcoming John Bernier @BernierJohn as our #MarketerMonday Chat SPECIAL guest this evening! #MMchat
1:05 am kammerait: @BillBoorman Sentiment is a tricky one, useful over volume, not sure about for small data sets. #mmchat
1:05 am sharonmostyn: @SMSJOE Hi Joe, great to be back online! #mmchat
1:05 am samfiorella: done work - just in time to join @MMchat tonight. #mmchat
1:05 am ckburgess: RT @TheSocialCMO: John loves talking with people and hates talking at them, and @Twelpforce is the perfect opportunity to do this #MMchat
1:05 am ckburgess: RT @TheSocialCMO: So after 10 years of creating marketing communications pieces, he was attracted to something that was more two way #MMchat
1:05 am SMSJOE: Welcome thanks for joining @BernierJohn #mmchat
1:06 am bernierjohn: thanks for having me, ready to roll #mmchat
1:06 am ckburgess: RT @TheSocialCMO: And that with the right support, they can make meaningful and impactful contributions that make a difference #MMchat
1:06 am ckburgess: RT @TheSocialCMO: Please join me in welcoming John Bernier @BernierJohn as our #MarketerMonday Chat SPECIAL guest this evening! #MMchat
1:06 am TheSocialCMO: Tweetchats are meant to be interactive, feel free to tweet ideas & opinions on Proactive Customer Service in a Social Media World #MMchat
1:06 am piplzchoice: RT @SMSJOE: Welcome thanks for joining @BernierJohn #mmchat
1:06 am TheSocialCMO: OK for our first question John, where did the original idea for @Twelpforce come from? #MMchat
1:06 am kammerait: @bernierjohn smallest change you've ever made that made the biggest difference? #mmchat
1:06 am sandyhubbard: RT @TheSocialCMO: He also loves thinking about the ideas that come from seeing data, and how we can use that to better the experience. #MMchat
1:06 am bernierjohn: Twelpforce started over the course of many conversations. @benhedrington built the @connecttweet application that enabled it. #mmchat
1:07 am ckburgess: RT @TheSocialCMO: OK for our first question John, where did the original idea for @Twelpforce come from? #MMchat
1:07 am ckburgess: RT @bernierjohn: Twelpforce started over the course of many conversations. @benhedrington built the @connecttweet application that enabled it. #mmchat
1:07 am bernierjohn: and there was a team of people who brought it to life, including PR, Marketing, Legal, Customer Care..#mmchat
1:07 am ckburgess: RT @bernierjohn: and there was a team of people who brought it to life, including PR, Marketing, Legal, Customer Care..#mmchat
1:08 am bernierjohn: @kammerait our mentor program, very impactful #mmchat
1:08 am mentormarketing: this is an article about the antithesis of tonights topic. #Readlater http://www.nytimes.com/2010/11/28/business/28borker.html #mmchat
1:08 am keithprivette: If you want to follow along @bernierjohn chat on #mmchat here ya go http://bit.ly/fJJyL9 Hey John!
1:08 am prattkelly: Welcome John Bernier! thank you for joining us! @BernierJohn #mmchat
1:08 am heidicohen: Joining #mmchat --so more than usual tweet 4 next hr or so. Hi! I'm Heidi & I blog @ http://HeidiCohen.com
1:08 am heidicohen: #mmchat
1:08 am kammerait: @bernierjohn Has to be cross-functional - limited teams limit their impact. #mmchat
1:08 am kammerait: @bernierjohn Good one, do you use reverse mentoring as well? #mmchat
1:09 am SMSJOE: @heidicohen hi there #mmchat
1:09 am piplzchoice: RT @kammerait: @bernierjohn Has to be cross-functional - limited teams limit their impact.-Indeed! #mmchat
1:09 am TheSocialCMO: RT @bernierjohn: Twelpforce started over the course of many conversations. @benhedrington built the @connecttweet application that enabled it. #mmchat
1:09 am TheSocialCMO: RT @bernierjohn: and there was a team of people who brought it to life, including PR, Marketing, Legal, Customer Care..#mmchat
1:09 am bernierjohn: @kammerait not yet, but it's a good idea, we have clear channels of feedback open. I am always available, put it that way. #mmchat.
1:09 am BillBoorman: @bernierjohn Is this set up as a seperate dept or a function of each? #MMChat
1:09 am heidicohen: @SMSJOE Hope u r doing well #mmchat
1:09 am keithprivette: @bernierjohn with so many store emloyees working the #twelpforce #custserv line how do you factor hourly vs exempt when helping? #mmchat
1:10 am TCoughlin: @bernierjohn Which dept "owns" twelpforce at BB, John, if any? #mmchat
1:10 am bernierjohn: @BillBoorman function of each, everyone contributes, but no one owns. #mmchat
1:10 am ejyoung67: Hello everyone, sorry I'm late. Looking forward to the chat tonight. Assoc. Prof of Marketing from Champlain College in #btv #mmchat
1:10 am TheSocialCMO: There must have been realization of potential risks associated with such open customer dialogue, can you share these with us? #MMchat
1:10 am JoannWayman: RT @mentormarketing: this is an article about the antithesis of tonights topic. #Readlater http://www.nytimes.com/2010/11/28/business/28borker.html #mmchat
1:10 am kammerait: @BillBoorman For us it's like 20% time. On top of but integrated with existing functions. #mmchat
1:10 am bernierjohn: @keithprivette as long as they are on the clock, there is no distinction #mmchat
1:10 am BSitko: RT @bernierjohn: and there was a team of people who brought it to life, including PR, Marketing, Legal, Customer Care..#mmchat
1:10 am Writteninsteele: Just read the @twelpforce bio, love it already #mmchat
1:10 am heidicohen: RT @TheS RT @bernierjohn: Twelpforce started over many conversations. @benhedrington built @connecttweet application that enabled #mmchat
1:10 am ValerieSimon: Learning about @twelpforce from @bernierjohn - live now on #mmchat
1:10 am SMSJOE: @bernierjohn are you able to share guidelines? #mmchat
1:11 am BillBoorman: @bernierjohn you are one of the best at social recruiting and sourcing. is this a bi-product? #MMChat
1:11 am SMSJOE: @ckburgess thanks good to see you too #mmchat
1:11 am halfcenturyman: John, why do retailers follow so few of their followers? #mmchat
1:11 am TCoughlin: RT @SMSJOE: @bernierjohn are you able to share guidelines? [those would be nice to read] #mmchat
1:11 am keithprivette: @bernierjohn what happens if they want to help a customer in need when not on the clock? How has youtube affected cust satisifaction #mmchat
1:11 am sandyhubbard: RT @bernierjohn: and there was a team of people who brought it to life, including PR, Marketing, Legal, Customer Care..#mmchat
1:12 am kammerait: @BillBoorman part and parcel, great part about social is the good decisions ripple (as do the bad) #mmchat
1:12 am bernierjohn: BBY no afraid of risk, our culture is entrepreneurial. We trust them to do the right thing in store ev day, why not online? #mmchat
1:12 am ejyoung67: RT @ValerieSimon: Learning about @twelpforce from @bernierjohn - live now on #mkt111 #mmchat
1:12 am ckburgess: @sharonmostyn @chuckmartin1 @SMSJOE @piplzchoice @keithprivette #MMChat Hi everyone! Good to see you here tonight!
1:12 am BillBoorman: @bernierjohn did this take a seperate social media strategy or did you integrate social in to what you do? #MMChat
1:12 am BrianGroth: Good point: RT @bernierjohn: our culture is entrepreneurial. We trust them to do the right thing in store ev day, why not online? #mmchat
1:12 am heidicohen: @mentormarketing Agree but this article scary that leveraged NYT reference 2 help biz. #mmchat
1:13 am bernierjohn: There was a lot of hope that customers would find valuein the svc, for a while it was chaotic, but we were guided by vision #mmchat
1:13 am sandyhubbard: RT @bernierjohn: BBY no afraid of risk, our culture is entrepreneurial. We trust them to do the right thing in store ev day, why not online? #mmchat
1:13 am kammerait: @bernierjohn exactly, if you're afraid you didn't hire the right people, you probably didn't. #mmchat
1:13 am keithprivette: http://www.bby.com/2010/01/20/best-buy-social-media-guidelines/ [kinda use as my own - they are smart guidelines!] #mmchat
1:13 am BillBoorman: GREAT: RT @bernierjohn: our culture is entrepreneurial. We trust them to do the right thing in store ev day, why not online? #MMChat
1:13 am heidicohen: @ejyoung67 Welcome #mmchat
1:13 am ejyoung67: @moniqueprevost #mmchat tonight featurs @bernierjohn with the BestBuy Twelpforce if you are interested.
1:13 am jszela: I think that @twelpforce offers a great element of personality that sets #bestbuy #custserv ahead of others. #PNI #mkt111 #mmchat
1:13 am bernierjohn: Our SM guidelines r a good ex of articulating the vision. Be smart, be respectful, be human. We're guided by a compass, not a map. #mmchat
1:13 am TheSocialCMO: So with all those risks, how did you finally get comfortable with being uncomfortable? #MMchat
1:13 am sandyhubbard: RT @bernierjohn: There was a lot of hope that customers would find valuein the svc, for a while it was chaotic, but we were guided by vision #mmchat
1:13 am CBWhittemore: RT @TheSocialCMO: We?re pleased 2B part of #MarketerMonday mix w #MMchat allowing us to get to know these #MM greats & discuss cool topics!
1:13 am SarahLWLee: I'm here! Sorry I'm late. #mmchat
1:13 am mentormarketing: @heidicohen I think the guy new a girl who new a guy because NYC retailers can't buy that length of editorial in that site. #mmchat
1:13 am TCoughlin: @keithprivette Thank you for that link! #mmchat
1:14 am CBWhittemore: RT @sharonmostyn: Missed my Tweeps over Thanksgiving so catching up with #jourchat & #mmchat - hi everyone! CB: did U have gd turkey?
1:14 am SMSJOE: RT@keithprivette: http://www.bby.com/2010/01/20/best-buy-social-media-guidelines/ [kinda use as my own - they are smart guidelines!] #mmchat
1:14 am ValerieSimon: @bernierjohn any examples of the chaos/ challenges at the beginning? #mmchat
1:14 am BillBoorman: If someone breaks a guideline what happens? guidelines or laws? #MMChat
1:14 am bernierjohn: Leadership was bought in from the beginning, and helped us along. I think the proof is in the execution. #mmchat
1:14 am kammerait: RT @bernierjohn: Be smart, be respectful, be human. We're guided by a compass, not a map. #mmchat
1:14 am OurManinSH: RT @bernierjohn: Our SM guidelines r a good ex of articulating the vision. Be smart, be respectful, be human. We?re guided by a compass, not a map. #mmchat
1:14 am SMSJOE: RT @TCoughlin: @keithprivette Thank you for that link!<--Ditto #mmchat
1:14 am CBWhittemore: RT @TheSocialCMO: For 18th #MarketerMonday Chat I am very pleased 2 welcome John Bernier @BernierJohn @Twelpforce Lead at Bestbuy! #MMchat
1:15 am lauraclick: Love this. RT @bernierjohn: Our SM guidelines - Be smart, be respectful, be human. We're guided by a compass, not a map. #mmchat
1:15 am ejyoung67: Love this! Great advice for all of us: RT @bernierjohn: SM guidelines: Be smart, be respectful, be human. #mmchat
1:15 am kammerait: @bernierjohn Do they maintain a connection to the project? #mmchat
1:15 am samfiorella: @bernierjohn Can you refer to experience in dealing with those who post negatives? Didn't feel advice was good? #mmchat
1:15 am CBWhittemore: RT @TheSocialCMO: Topic tonight is, Proactive Customer Service in a Social Media World and here is a quick tweet Bio 4 @BernierJohn #MMchat
1:15 am bernierjohn: @ValerieSimon yes, lots of people "signing in" and Signing out", we had to stop that, our followers expected us to be avail #mmchat
1:15 am piplzchoice: RT @kammerait: RT @bernierjohn: Be smart, be respectful, be human. We're guided by a compass, not a map. - I like that #mmchat
1:15 am heidicohen: RT @BSitko: RT @bernierjohn: Gr8 that includes cross section of employees. #mmchat
1:15 am SMSJOE: RT @bernierjohn: Leadership was bought in from the beginning, and helped us along. I think the proof is in the execution. #mmchat
1:15 am keithprivette: no problem! RT @SMSJOE: RT @TCoughlin: @keithprivette Thank you for that link!<--Ditto #mmchat
1:15 am OurManinSH: I like the empowerment angle of your social media program re: the guys on stage came from various backgrounds #140conf 2010 #MMchat
1:15 am bernierjohn: @kammerait who, sorry, missed the original Q? #mmchat
1:15 am RaelinM: RT @bernierjohn: Our SM guidelines r a good ex of articulating the vision. Be smart, be respectful, be human. We're guided by a compass, not a map. #mmchat
1:15 am TheSocialCMO: And how are you able to trust your employees to do the right thing every time, and how does it actually work? #MMchat
1:15 am ejyoung67: @heidicohen Thank you. Glad to see you again. #mmchat
1:16 am MargieClayman: Hi #mmchat. Sorry I'm late!
1:16 am SarahLWLee: RT @keithprivette: http://cot.ag/9hJ9Ap [kinda use as my own - they are smart guidelines!] #mmchat /via @SMSJOE <- Best Buy SM guidelines
1:16 am heidicohen: Here's data on who's genl involved in corp #socialmedia http://bit.ly/ht1TdB #mmchat
1:16 am jszela: Sorry - I forgot to mention that I am a first year Marketing major in @ejyoung76's #mkt111 class at Champlain College in #btv. #mmchat
1:16 am kammerait: @bernierjohn the execs, did they bless and walk away or maintain engagement? #mmchat
1:16 am BrianGroth: RT @piplzchoice: RT @kammerait: RT @bernierjohn: Be smart, be respectful, be human. We're guided by a compass, not a map. #mmchat
1:16 am BillBoorman: @TheSocialCMO What happens when they do the wrong thing? #MMchat
1:16 am bernierjohn: the employees we have working for us do that every day, we have to be able to demonstrate that we trust them everywhere, #mmchat
1:16 am Writteninsteele: Great policy! RT @bernierjohn Our SM guidelines. . . Be smart, be respectful, be human. We're guided by a compass, not a map. #mmchat
1:16 am kammerait: @TheSocialCMO Thankfully, they won't. But there's always a way back #mmchat
1:17 am jolewitz: Hello #mmchat I'm here
1:17 am SMSJOE: @MargieClayman better late than never they have guidelines, Sr mgt involved guided by compass not map #mmchat
1:17 am WareMalcombCMO: RT @ejyoung67: Love this! Great advice for all of us: RT @bernierjohn: SM guidelines: Be smart, be respectful, be human. #mmchat
1:17 am BSitko: I'm getting real-time search results at TweetGrid http://tweetgrid.com/ #mmchat
1:17 am ckburgess: MUST READ 'Marketing that Isn't Marketing' http://bit.ly/gOFrdb @BernierJohn @FastCompany @Twelpforce @TheSocialCMO #MMChat
1:17 am SMSJOE: @jolewitz greetings #mmchat
1:17 am heidicohen: Srmgmt buy-in unusual =>27.7% of Senior Management Champion Social Media - Does Yours? via @clickz http://bit.ly/g2wKXI #mmchat
1:17 am TCoughlin: @bernierjohn What are your internal metrics for all of this? How do you know what is working? #mmchat
1:17 am TheSocialCMO: Have you run into many cases where people try and take advantage of BBY through complaining falsely on Social Media? #MMchat
1:18 am SarahLWLee: Leadership was bought in from beginning & helped us along. I think the proof is in the execution. #mmchat /via @bernierjohn <- Well said!
1:18 am BillBoorman: RT @ejyoung67: Love this! Great advice for all of us: RT @bernierjohn: SM guidelines: Be smart, be respectful, be human. #MMChat
1:18 am jolewitz: RT @heidicohen: Here's data on who's genl involved in corp #socialmedia http://bit.ly/ht1TdB #mmchat
1:18 am keithprivette: What has been the wins for operationalizing almost 3,000 twelpforce'ers? How seamless does the on & offline feel to customers? #mmchat
1:18 am bernierjohn: Every situation is unique, and calls for unique handling, most of the times engaging in a conversation helps...a lot #mmchat
1:28 am ckburgess: @bernierjohn #MMChat How much info collected via @Twelpforce that is shared w/ marketing dept?
1:28 am LoicMo: RT @ejyoung67: RT @BillBoorman: for social listening: Radian6, socialOomph, synthesio, brandwatch, blogmeter, integrasco - in no order #mmchat
1:28 am cloudspark: @MargieClayman any free tool has it's challenges, but so does paid. i find junk in there too. no perfect tool yet. #mmchat
1:28 am MargieClayman: @SMSJOE @billboorman definitely would be interested to learn abt more tools. Not impressed with what I've found so far. #mmchat
1:28 am SMSJOE: @pushingsocial ha the K word hehe #mmchat
1:28 am SarahLWLee: @cbanksindy good to see you here! #mmchat
1:29 am MargieClayman: @sandyhubbard right. I like the compass v. map analogy pretty well :) #mmchat
1:29 am CarlSorvino: RT @cloudspark: @MargieClayman any free tool has it's challenges, but so does paid. i find junk in there too. no perfect tool yet. #mmchat
1:29 am BillBoorman: more social listening tools - Glide technologies, Buzzdetector, meltwaterBuzz - plenty of good tools about #MMChat
1:29 am kammerait: @cloudspark Nope, it's a patchwork of different tools. Not sure if it'll ever be just one, too many different needs. #mmchat
1:29 am heidicohen: @OurManinSH @bernierjohn 4 most #socialmedia strategies execution is key! #mmchat
1:29 am TCoughlin: RT @bernierjohn: @TCoughlin sorry, but no, we werent there for that [smart move, I like you guys more and more!] #mmchat
1:29 am BSitko: Just love this concept and wish I could get the C-levels to buy in. Any advice? #mmchat
1:29 am MargieClayman: @heidicohen agreed. This is where territorial bantering can really hurt a company. Everyone can benefit from analysis. #mmchat
1:29 am cbanksindy: The thing I like to use is search.twitter.com and bring down the location for it's local and make a RRS feed for it. #mmchat
1:30 am LoicMo: hi everyone #mmchat
1:30 am sandyhubbard: @MargieClayman @SMSJoe Esp sentiment. Can't believe what qualifies as "negative" on @Socialmention #MMchat
1:30 am kammerait: @BSitko Start with a small measurable initiative. Prove success and iterate. #mmchat
1:30 am bernierjohn: @BSitko show them the conversations that are happening about their brand, or the products they sell, they'll become believers #mmchat
1:30 am trainingfactor: @BSitko sometimes you have to be a knight and go out and prove that it works..that is what @comcastcares did #mmchat
1:30 am BillBoorman: no social monitoring tool however does not need some level of human interaction for sentiment analysis #MMChat
1:30 am SMSJOE: RT @sandyhubbard: @MargieClayman @SMSJoe Esp sentiment. Cant believe what qualifies as "negative" on @Socialmention< BINGO #mmchat
1:30 am OurManinSH: @bernierjohn are you working with any partners Dell, MSFT or other products you rep?? #mmchat re: resonance of message?
1:30 am kennysilva: @bernierjohn How do you encourage customers with those incredible service experiences to share those stories with their networks? #mmchat
1:30 am ericcandino: RT @ckburgess: @bernierjohn #MMChat How much info collected via @Twelpforce that is shared w/ marketing dept?
1:30 am cbanksindy: +1 RT @BillBoorman: no social monitoring tool however does not need some level of human interaction for sentiment analysis #MMChat
1:31 am jolewitz: RT @MargieClayman: @sandyhubbard right. I like the compass v. map analogy pretty well :) #mmchat me too, we just need to be sure: NSE or W?
1:31 am SMSJOE: RT @BillBoorman: no social monitoring tool however does not need some level of human interaction for sentiment analysis< very true #mmchat
1:31 am SarahLWLee: I like the analogy of compass v. map, however you do need both and they work intertwined together. #mmchat
1:31 am samfiorella: @cloudspark @MargieClayman I've had great experience with @alterian #SM2 product. (SoME monitoring) #mmchat
1:31 am heidicohen: @MargieClayman Biggest challenbge 4 #socialmedia w/in lge corp is how 2 break down silos & reward everyone! #mmchat
1:31 am ckburgess: #MMChat Great motto "If we were going to fail, we wanted to fail fast." by @Twelpforce
1:31 am bernierjohn: @ckburgess less marketing, and more research. We can dig into conversations, learn what people are asking of our business. #mmchat
1:31 am BillBoorman: RT @ckburgess: #MMChat Great motto 'If we were going to fail, we wanted to fail fast.' by @Twelpforce
1:31 am cbanksindy: Thanks for letting me know about it. RT @SarahLWLee: @cbanksindy good to see you here! #mmchat
1:31 am TCoughlin: @bernierjohn So what's next for John Bernier? You must have some ideas for what's next after Twelpforce. #mmchat
1:31 am kpnashville: RT @lauraclick: Love this. RT @bernierjohn: Our SM guidelines - Be smart, be respectful, be human. We're guided by a compass, not a map. #mmchat
1:31 am LoicMo: Agreed RT @BillBoorman: no social monitoring tool however does not need some level of human interaction for sentiment analysis #MMChat
1:31 am bernierjohn: Sometimes it's fun to search for "Wish + Best Buy" on twitter just to see what people are saying. #mmchat
1:31 am piplzchoice: RT @ckburgess: #MMChat Great motto 'If we were going to fail, we wanted to fail fast.' by @Twelpforce #mmchat
1:31 am mentormarketing: RT @bernierjohn: @ckburgess less marketing, and more research. We can dig into conversations, learn what people are asking of us #mmchat
1:31 am cloudspark: @trainingfactor a lot of times, the best sm examples were employees 'doing it on their own' i/o some company mandate. #mmchat
1:32 am sandyhubbard: We want to know all 6 tools :) @SMSJOE: @MargieClayman > @billboorman says he knows of tools #mmchat
1:32 am heidicohen: @kennysilva @bernierjohn Biggest challenge 4 sharing positive stories is that people more likely 2 share negative issues. #mmchat
1:32 am kammerait: @samfiorella For me, LithiumSMM (formerly Scout Labs) is where it's at. #mmchat
1:32 am MargieClayman: @heidicohen I don't think it's just Social Media. I think some companies have depts that argue over each sale. Sad & destructive. #mmchat
1:32 am keithprivette: yup! RT @heidicohen: @MargieClayman Biggest challenbge 4 #socialmedia w/in lge corp is how 2 break down silos & reward everyone! #mmchat
1:32 am SarahLWLee: @ckburgess @Twelpforce fail fast so that you can learn quickly and tweak accordingly. #mmchat
1:32 am MargieClayman: @samfiorella I'll check it out. Thank you! #mmchat
1:32 am jolewitz: RT @piplzchoice: RT @ckburgess: #MMChat Great motto 'If we were going to fail, we wanted to fail fast.' by @Twelpforce #mmchat
1:32 am kammerait: @bernierjohn I've got a few of those combo searches I love. Waking, Life, and Dreams often yield interesting stuff. #mmchat
1:32 am prattkelly: RT @ckburgess: #MMChat Great motto 'If we were going to fail, we wanted to fail fast.' by @Twelpforce
1:32 am bernierjohn: sentiment is hard, without a human eye, things can become skewed #mmchat
1:32 am BillBoorman: @sandyhubbard ive listed 7 in the stream #mmchat
1:32 am SMSJOE: @bernierjohn how much communication do you do "hand-offs" sharing info? #mmchat
1:32 am samfiorella: @kammerait Thanks! #mmchat
1:33 am trainingfactor: @cloudspark so true.. sometimes you need to be a pioneer #mmchat
1:33 am MrShri: RT @cbanksindy: The thing I like to use is search.twitter.com and bring down the location for it's local and make a RRS feed for it. #mmchat
1:33 am heidicohen: @mentormarketing As #socialmedia gets integrated into corp, more sophisticated monitoring is needed. #mmchat
1:33 am CarlSorvino: RT @bernierjohn: sentiment is hard, without a human eye, things can become skewed #mmchat <----Very true
1:33 am eeegeee: RT @bernierjohn: We had a guy whose kitchen was flooded,via twitter,helped him file the insurance claim, and get his remodel started #mmchat
1:33 am kennysilva: @heidicohen @bernierjohn True. How do we incentivize sharing positive stories in an attractive,sustainable way? #mmchat #mmchat
1:33 am sandyhubbard: RT @kennysilva How do you encourage customers w/ incredible service experiences to share those stories with their networks? #mmchat
1:33 am _CherLee_: Great case study. RT @ckburgess: MUST READ 'Marketing that Isn't Marketing' http://bit.ly/gOFrdb @FastCompany @Twelpforce #MMChat
1:33 am heidicohen: @MargieClayman Agree that this happens in lge & matrixed co. Everyone fights over power & money #mmchat
1:33 am prosperitygal: Howdy guys, just sat down #MMchat where we going tonight
1:33 am pushingsocial: Is anyone seeing social media becoming another marketing silo itself? #mmchat
1:33 am jacoutofthebox: RT @ckburgess: #MMChat Great motto 'If we were going to fail, we wanted to fail fast.' by @twelpforce
1:33 am kammerait: @heidicohen As the pattern gets more intricate and subtle, being swept along is no longer enough. ~Waking Life #mmchat
1:34 am bernierjohn: the fun thing we are doing is over at BBYFeed.com, we'resaving Q/A's, makign a database available for people to search #mmchat
1:34 am ckburgess: @bernierjohn What monitoring tool do you use? What Twitter platform do you prefer? @Twelpforce #mmchat
1:34 am trainingfactor: #mmchat you need to prospect your customers to see what tools they use and then start "listening"
1:34 am TheSocialCMO: RT @bernierjohn: the fun thing we are doing is over at BBYFeed.com, we'resaving Q/A's, makign a database available for people to search #mmchat
1:34 am sandyhubbard: @BillBoorman Thanks, Bill, you're a great resource #MMchat #SMtools
1:34 am mentormarketing: @MargieClayman Hey Lady How's The Great State Of.... #mmchat
1:34 am BSitko: @bernierjohn @BSitko Thanks... hard for them to grasp the concepts. Need conversations. Got it. #mmchat
1:34 am pushingsocial: RT @sandyhubbard: @BillBoorman Thanks, Bill, you're a great resource #MMchat #SMtools
1:34 am prosperitygal: @samfiorella my fav dude with a tasche #SM2 #mmchat
1:34 am cloudspark: @bernierjohn also good to search/ monitor for "hate" & "company name or product" - let's you be sure to capture negative quickly #mmchat
1:34 am heidicohen: @kennysilva @bernierjohn It's a big challenge since don't want 2 incent customers 2 have problems 2 get noticed. #mmchat
1:34 am cbanksindy: @ckburgess I love CoTweet and Seesmic desktop #mmchat
1:34 am BSitko: @trainingfactor Prospect? #mmchat
1:34 am keithprivette: in some co.'s yes,ones who dont get it RT @pushingsocial: Is anyone seeing social media becoming another marketing silo itself? #mmchat
1:34 am namnum: RT @trainingfactor: #mmchat you need to prospect your customers to see what tools they use and then start "listening"
1:34 am BillBoorman: Best examples of extended customer service is sending birthday flowers, condolences and help via local contacts by tracking #MMChat
1:34 am bernierjohn: We plan to bring in questions from other places soon (SMS, Facebook, Best Buy Ask and Answer), expand beyond Twitter #mmchat
1:34 am kammerait: @bernierjohn Good one here, archive answers so you don't have the same dialogue 1000s of times #mmchat
1:34 am SMSJOE: @bernierjohn do you watch for trends in twelps tweets (say that fast) #mmchat
1:34 am MargieClayman: @bernierjohn sentiment seems fuzzy to me anyway. You don't ask what someone's sentiment is. You ask if you did the job, non? #mmchat
1:34 am mentormarketing: @heidicohen monitoring is in constant churn these days. #mmchat
1:34 am ejyoung67: RT @bernierjohn: less marketing, and more research. We can dig into conversations, learn what people are asking of our business. #mmchat
1:34 am bernierjohn: @kammerait yes! #mmchat
1:35 am bernierjohn: @MargieClayman right! #mmchat
1:35 am prattkelly: RT @bernierjohn: We plan to bring in questions from other places soon (SMS, Facebook, Best Buy Ask and Answer), expand beyond Twitter #mmchat
1:35 am OurManinSH: @bernierjohn Q: What do you think the main diff is betwn social media for sales/social media for customer service. ROI/ROE? #MMchat
1:35 am samfiorella: much love! RT @prosperitygal: @samfiorella my fav dude with a 'stache #SM2 #mmchat
1:35 am trainingfactor: @BSitko yep.. survey..ask, question--find out where they are in the online space #mmchat
1:35 am bernierjohn: @SMSJOE yes, very much so, we like to elevate issues fast. #mmchat
1:35 am MargieClayman: @mentormarketing That would be Ohio :) Ohio is fine. Very Ohio-y. We're gearing up for LeBron coming home on Thursday night :) #mmchat
1:35 am BillBoorman: How do you match operational reality with lightening quick twitter customer service? #MMChat
1:37 am heidicohen: @catpoetry Hi! Join the convo #mmchat
1:37 am bernierjohn: @OurManinSH We have both, actually. I think you set the right expectations, and treat the feeds accordingly. #mmchat
1:37 am TheSocialCMO: RT @bernierjohn: We plan to bring in questions from other places soon (SMS, Facebook, Best Buy Ask and Answer), expand beyond Twitter #mmchat
1:37 am BSitko: RT @BillBoorman: Ive been using flowtown to find social places from e-mail addresses. shows the popular channels #mmchat
1:37 am cbanksindy: @wordymouth very true that's what makes a good twitter PR page #mmchat
1:37 am bernierjohn: @namnum we built that ourselves...our developers are smart dudes #mmchat
1:38 am kammerait: @namnum What's byfeed.com - I get 403? #mmchat
1:38 am MargieClayman: @sandyhubbard I thought it was just my craziness that made the compass go crazy :) Thanks :) #mmchat
1:38 am ckburgess: RT @bernierjohn: @ckburgess cymphony and clairabridge #mmchat
1:38 am prosperitygal: @OurManinSH great question-both solve problems for client just at different phases of the business cycle #MMchat
1:38 am TCoughlin: @bernierjohn Does BBY recognize top twelpforcians in any way? Bonuses? Perks? Accolades? #mmchat
1:38 am kammerait: @TheSocialCMO That way they'll end up with a true crowdsourced FAQ - and can look for prod development ideas. #mmchat
1:38 am bernierjohn: @kammerait bbyfeed.com, sorry if I left a letter out. #mmchat
1:38 am samfiorella: @BernierJohn U created separate search/archive. Can you talk to decision to use Twitter vs. Wikis? #mmchat
1:38 am namnum: nicely done! RT @bernierjohn: @namnum we built that ourselves...our developers are smart dudes #mmchat
1:38 am TheSocialCMO: RT @bernierjohn: sentiment is hard, without a human eye, things can become skewed #mmchat
1:38 am BillBoorman: great social PR is not about always getting it right, but always putting it right IMO #MMChat
1:38 am JoannWayman: @bernierjohn Archive keeps you from reinventing the wheel Make a record and share #mmchat
1:38 am heidicohen: @piplzchoice @bernierjohn @ckburgess Variety of different monitoring tools - What need 2 decide what's imp 2 track. #mmchat
1:39 am MargieClayman: @kammerait @bernierjohn would you consider expanding to a blog for more full-length answers to FAQs? #mmchat
1:39 am kammerait: @bernierjohn Good (and creative) developers are indispensible. #mmchat
1:39 am SMSJOE: RT @MargieClayman:@sandyhubbard I thought it was just my craziness that made the compass go crazy :) <u r magnetic personality #mmchat
1:39 am bernierjohn: @TCoughlin yes, we do, but it's behind the scenes, internal stuff. there is a sense of pride that comes along with it #mmchat
1:39 am kammerait: @MargieClayman Absolutely, the more complex the problem, the more detailed the response. #mmchat
1:39 am SMSJOE: RT @TheSocialCMO: RT @bernierjohn: sentiment is hard, without a human eye, things can become skewed<- true #mmchat
1:39 am namnum: RT @kammerait: @TheSocialCMO That way they'll end up with a true crowdsourced FAQ - and can look for prod development ideas. #mmchat
1:39 am lauraclick: @wordymouth I friend! I just was just hopping off of #mmchat and see you hopped on. Now, I don't want to leave! Hope you are well.
1:39 am TheSocialCMO: RT @kammerait: @TheSocialCMO That way they'll end up with a true crowdsourced FAQ - and can look for prod development ideas. #mmchat
1:39 am itspurebusiness: @bernierjohn #mmchat SMS customer service idea is cool.
1:39 am heidicohen: @ckburgess @bernierjohn Co must understand that #socialmedia monitoring is iterative process. Need 2 learn what's being said. #mmchat
1:39 am OurManinSH: @BillBoorman I found @lizasperling and the @scoutlabs team to be very accessible re: social media listening tools #mmchat
1:40 am MargieClayman: @SMSJOE aww, thanks, friend :) #mmchat
1:40 am sandyhubbard: And what level of knowledge required? RT @BillBoorman How do you match operational reality w/ lightening quick twitter cust svc? #MMChat
1:40 am ckburgess: RT @cbanksindy: @ckburgess I love CoTweet and Seesmic desktop #mmchat
1:40 am JoannWayman: @keithprivette We're still in the process of determining where it belongs Lots of conversations-not many results #mmchat
1:40 am heidicohen: @LoicMo Hi! You should jump onto #mmchat. Convo on social media monitoring
1:40 am namnum: @kammerait sorry my screwup it's bbyfeed.com and it's great, take look. #mmchat
1:40 am kammerait: @OurManinSH Great folks there, @lizasperling @mich8elwu etc. - now they're LithiumSMM #mmchat
1:40 am keithprivette: yes they are! RT @bernierjohn: @namnum we built that ourselves...our developers are smart dudes #mmchat
1:40 am LoicMo: @JoannWayman best way to optimize your campaigns -> archive and benchmark your results #mmchat
1:40 am cbanksindy: Is that what you use? RT @ckburgess: <b>retweeted</b> @CBanksIndy: "@ckburgess I love CoTweet and Seesmic desktop #mmchat"
1:41 am cloudspark: @JoannWayman true but so many co's say "oh no, that's not in the rules/policy/parameters etc" they shut down creative opps #mmchat
1:41 am kammerait: @namnum ah, much better. Though now I'm curious what's hidden at byfeed.com :) #mmchat
1:41 am heidicohen: @itspurebusiness @bernierjohn As u add new channels like SMS need 2 know customers will use 4 service! #mmchat
1:41 am ericcandino: @bernierjohn what kind of info do you tweet the most? (articles, best buy, cool stuff) #mmchat
1:41 am BSitko: Yes they are. :) RT @kammerait: @bernierjohn Good (and creative) developers are indispensible. #mmchat
1:41 am bernierjohn: @CBanksIndy we use connecttweet, built internally. so was spy.appspot.com....innovative co-workers (@benhedrington) #mmchat
1:41 am catpoetry: @cloudspark @BernierJohn that was a big theme @ #twtrcon: H&R, Southwestair use SM as an early alarm system re: Monitor 4 negitive #mmchat
1:41 am namnum: @kammerait lol, mysteries of the interwebs ;) #mmchat
1:41 am ejyoung67: RT @LoicMo: @JoannWayman best way to optimize your campaigns -> archive and benchmark your results #mmchat
1:42 am SarahLWLee: RT @bernierjohn: @CBanksIndy we use connecttweet, built internally. so was spy.appspot.com...innovative co-workers (@benhedrington) #mmchat
1:42 am samfiorella: Anyone had experience with @Shoutlet 's new Social CRM tool for SoMe customer management? #mmchat
1:42 am bernierjohn: @ericcandino we do mostly responding...95% at least, very little proactive. We're like the AAA of twitter. #mmchat
1:42 am heidicohen: @JoannWayman #socialmedia monitoring takes time 2 work effectively. Here's insights from smart folks http://bit.ly/fB5SiN #mmchat
1:42 am prattkelly: RT @ericcandino: @bernierjohn what kind of info do you tweet the most? (articles, best buy, cool stuff) #mmchat
1:42 am ericcandino: interesting idea http://www.bbyfeed.com/ #mmchat
1:42 am TheSocialCMO: RT @bernierjohn: @CBanksIndy we use connecttweet, built internally. so was spy.appspot.com....innovative co-workers (@benhedrington) #mmchat
1:42 am LoicMo: Social media or focus groups? -> With social media, you can get answers to questions you never thought to ask #mmchat
1:42 am ejyoung67: RT @bernierjohn: @ericcandino we do mostly responding...95% at least, very little proactive. We're like the AAA of twitter. #mmchat
1:42 am keithprivette: @JoannWayman what do you think the road blocks are? Do you have a swat team on the ready you could turn loose regardless of silo? #mmchat
1:42 am BillBoorman: @bernierjohn Is the responding approach by choice or resource? #mmchat
1:42 am kmullett: Lurking. Not sure how I have missed MMChat. Seems right up my ally. #MMChat
1:43 am SMSJOE: RT @bernierjohn: @ericcandino we do mostly responding...95% at least, very little proactive. Were like the AAA of twitter.<NICE #mmchat
1:43 am heidicohen: @LoicMo Think I've heard that be4 =>http://bit.ly/fB5SiN #mmchat
1:43 am Writteninsteele: RT @LoicMo: Social media or focus groups? -> With social media, you can get answers to questions you never thought to ask #mmchat
1:43 am ckburgess: This Q is for @TheSocialCMO #MMChat: How do you see #sm helping co's like Best Buy @twelpforce - w/ supply chain Saw your PPT today
1:43 am bernierjohn: @TCoughlin twelpforce 2.0 is bbyfeed.com...that's next, the future is in data #mmchat
1:43 am samfiorella: well said! RT @BillBoorman: great social PR is not about always getting it right, but always putting it right IMO #pr #mmchat
1:44 am kammerait: RT @LoicMo: Social media or focus groups? -> With social media, you can get answers to questions you never thought to ask #mmchat
1:44 am JoannWayman: @cloudspark I agree w/you there I cringe when I hear those words Need to keep eyes/ears open for new ways of doing things #mmchat
1:44 am cbanksindy: @bernierjohn signing up for both thanks #mmchat
1:44 am heidicohen: @SMSJOE @bernierjohn Good 2 have place where u respond 2 customers. New channels often get better response time. #mmchat
1:44 am Mediative: Monitoring Social Media ? Best of the Tweets - http://ht.ly/3hdTT by @heidicohen #MMChat
1:44 am sandyhubbard: @BillBoorman Since twitter is so visible, other ppl can see you're willing to be uncomfortable or go extra mile to put it right >PR #MMchat
1:44 am kammerait: @bernierjohn Yes! And the tools to digest and understand it - #SNA #DNA #ONA #mmchat
1:44 am theAaronCraig: So true! RT @LoicMo: Social media or focus groups? -> With social media, you can get answers to questions you never thought to ask #mmchat
1:44 am ericcandino: RT @bernierjohn: @TCoughlin twelpforce 2.0 is bbyfeed.com...that's next, the future is in data #mmchat
1:44 am bernierjohn: @BillBoorman it's by design, we aim to be helpful, for proactive cont, follow @bestbuy, or @geeksquad, or @bbynews...lots of choices #mmchat
1:45 am SMSJOE: RT @heidicohen: @SMSJOE @bernierjohn Good 2 have place where u respond 2 customers. New channels often get better response time. #mmchat
1:45 am JoannWayman: Social media more flexibility than focus groups #mmchat
1:45 am BillBoorman: @bernierjohn do you have a seperate social media strategy and policy or is social integrated in to comms strategy/policy? #MMChat
1:45 am iangertler: @heidicohen @piplzchoice @bernierjohn @ckburgess Social media monitoring will evolve w/ tools/providers, but human touch=invaluable. #mmchat
1:45 am bernierjohn: @sandyhubbard yes, exactly. They also see failures, but reminds ppl we are humans. Effort counts. #mmchat
1:45 am TheSocialCMO: @ckburgess Well through better communication in the supply chain hopefully issues will be avoided to make life easier 4 @Twelpforce #MMchat
1:45 am heidicohen: Insights from smart folks!=>RT @Mediative: Monitoring Social Media- http://ht.ly/3hdTT #mmchat
1:45 am bernierjohn: @BillBoorman it's written into new hire orientatyion, but policy is separate for this space #mmchat
1:45 am SarahLWLee: @bernierjohn does having multiple dedicated Twitter accounts been helpful in understanding & communicating with customers? #mmchat
1:45 am ckburgess: RT @TheSocialCMO: @ckburgess Well through better communication in the supply chain hopefully issues will be avoided to make life easier 4 @Twelpforce #MMchat
1:46 am samfiorella: Publicly addressing issues and providing support creates brand evangelists from the even the most disappointed customers. #pr #mmchat
1:46 am cloudspark: RT @BillBoorman: great social PR is not about always getting it right, but always putting it right IMO #pr #mmchat
1:46 am catpoetry: Data fuels the "next" economy rt: @bernierjohn @TCoughlin: twelpforce 2.0 is bbyfeed.com...that's next, the future is in data #mmchat
1:46 am prosperitygal: RT @JoannWayman: Social media more flexibility than focus groups #mmchat
1:46 am LoicMo: @heidicohen true, great summary! #mmchat
1:46 am heidicohen: @iangertler @bernierjohn Customers like 2 deal w/real people not recordings & websites! #mmchat
1:46 am BSitko: what in your mind is the most important thing you can take away from twelpforce? #mmchat
1:46 am namnum: @LoicMo maybe not either or, but instead using the right one in the right circumstance? re: SM or focus group #mmchat
1:46 am SMSJOE: @ckburgess by creating a more interactive customer experience #mmchat
1:46 am prosperitygal: RT @sandyhubbard: @BillBoorman Since twitter is so visible, other ppl can see you're willing to be uncomfortable or go extra mile to put it right >PR #MMchat
1:46 am Mediative: RT @LoicMo: Social media or focus groups? -> With social media, you can get answers to questions you never thought to ask #mmchat
1:46 am kammerait: @bernierjohn are two policies essential - one for "agents of the company" and one for general employees? #mmchat
1:46 am JoannWayman: @BillBoorman You're front and center w/Twitter Hard to hide All can see response or lack of #mmchat
1:46 am OurManinSH: @bernierjohn - How do people feel about Social media fitting in the loyalty box? Is that sustainabile in itself? #mmchat
1:47 am SarahLWLee: @CBanksIndy not a problem, glad you could tune in ;) #mmchat
1:47 am keithprivette: or canned PR speak RT @heidicohen: @iangertler @bernierjohn Customers like 2 deal w/real people not recordings & websites! #mmchat
1:47 am MargieClayman: @bernierjohn I think it's great that you're 95% response-based. Makes sense for your mission but also best way to use Twitter. #mmchat
1:47 am theAaronCraig: @heidicohen @JoannWayman The prob is that u have to use a bunch of them. Not just one does the trick. Also use bit.ly #socialmedia #mmchat
1:47 am bernierjohn: @samfiorella not all of them end up fans, but it's hard to admit we're not trying. #mmchat
1:47 am BillBoorman: @bernierjohn How does your social media policy differ to other comms policies? #mmchat
1:47 am jacoutofthebox: Social media faster response and more candid than focus groups #mmchat
1:47 am SMSJOE: RT @prosperitygal: RT @JoannWayman: Social media more flexibility than focus groups <- and it can be continuous #mmchat
1:47 am JoannWayman: @keithprivette I'm on the outside looking in but I think it's power, budget, prestige w/in firm SM is new #mmchat
1:48 am kammerait: @MargieClayman True, though I hate to see the extreme - full feed of one word replies for the sake of volume. Some twitter celebs... #mmchat
1:48 am tagglefish: RT @mentormarketing: RT @bernierjohn: @ckburgess less marketing, and more research. We can dig into conversations, learn what people are asking of us #mmchat
1:48 am cloudspark: @JoannWayman just think if Gap had tested that logo on twitter i/o focus groups, they could've save a lot fo $ and neg press #mmchat
1:48 am bernierjohn: @OurManinSH I think there's a place for it, the more we know about you, the better and more personalized the experience. #mmchat
1:48 am LoicMo: @namnum totally agree, we sometime need a moderator to guide a session toward needed insights #mmchat
1:48 am sandyhubbard: Great qn > RT @BillBoorman Separate social media strategy and policy -- or is social integrated into comms strategy/policy? #MMChat
1:48 am keithprivette: I am a customer that uses #twelpforce all the time. They have even reco'd products that they dont carry: smart honest & #custserv! #mmchat
1:48 am ByHold: The importance of content is always relevant. It should be interesting, motivating and interactive. #SmmChileChat #MMchat
1:49 am heidicohen: @kammerait @bernierjohn Need #socialmedia guidelines 2 protect emp & customers => http://bit.ly/9FS92p #mmchat
1:49 am SMSJOE: RT @heidicohen: @iangertler @bernierjohn Customers like 2 deal w/real people not recordings & websites!<- absolutely #mmchat
1:49 am samfiorella: @OurManinSH IMO, SoMe is the new realm of loyalty mrktg because you'll catch even those that aren't loyal & convert them! #mmchat
1:49 am JoannWayman: @samfiorella Totally agree Lots of good examples of co's that didn't come right out and respond hoping the furor would die down #mmchat
1:49 am sharonmostyn: RT @ByHold: The importance of content is always relevant. It should be interesting, motivating and interactive. #SmmChileChat #MMchat
1:49 am cbanksindy: Great #mmchat but I have to run over to #4SqCHAT topic: The Effect Of Foursquare Specials on Black Friday http://bit.ly/i87Ptj
1:49 am catpoetry: Going social requires the collective rt: @bernierjohn team of people who brought it to life - PR, Marketing, Legal, Customer Care.. #mmchat
1:49 am kammerait: @cloudspark It would be very interesting to see if that would pan out. I feel like most of the backlash was momentum. #mmchat
1:49 am namnum: @LoicMo :) #mmchat
1:49 am bernierjohn: @jacoutofthebox yes, and SM can save you money in qualitative research #mmchat
1:49 am keithprivette: @JoannWayman yeah good luck with that then....do the "power" hungry realize that customers don't care.... #mmchat
1:49 am cloudspark: @catpoetry data is the new currency #mmchat
1:50 am LoicMo: the problem with using social media for market research in big corporations is that change can take time, lot's of time...#MMchat
1:50 am sharonmostyn: RT @catpoetry: Going social requires the collective rt: @bernierjohn team of ppl who brought it to life - PR, Mktg, Legal, Cust Care #mmchat
1:50 am ckburgess: @TheSocialCMO #MMChat @bernierjohn Communication is fundamental component for Supply Chain BUT TODAY #sm makes that faster & critical
1:50 am kammerait: @cloudspark Then data analysis is the new financial institution. #mmchat
1:50 am danperezfilms: As long as you hire & train the right people, that takes $$$ RT @jacoutofthebox: SM faster response & more candid than focus groups #mmchat
1:50 am JoannWayman: @theAaronCraig I agree and jumping in the first time is the hardest After that it gets much easier. #mmchat
1:50 am namnum: Wise words. RT @bernierjohn: @sandyhubbard yes, exactly. They also see failures, but reminds ppl we r humans. Effort counts. #mmchat
1:50 am heidicohen: @catpoetry #socialmedia brings down corp silos #mmchat
1:51 am bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
1:51 am SarahLWLee: RT @ByHold: The importance of content is always relevant. It should be interesting, motivating and interactive. #SmmChileChat #mmchat
1:51 am JoannWayman: @LoicMo Excellent point. I see it as a paradigm shift Not all are going to be comfortable with the changes and may put in roadblocks #mmchat
1:51 am ByHold: It is always good to offer interactive content to know there is discussion and feedback from our customers. #SmmChileChat #MMchat
1:51 am bernierjohn: You could almost look at those employees as human search engines #mmchat
1:51 am OurManinSH: RT @bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
1:51 am heidicohen: @ckburgess @thesocialcmo @bernierjohn Co often forget they need strong internal content marketing! #mmchat
1:51 am prattkelly: RT @bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
1:51 am BillBoorman: Im always confused about the difference between guidelines and rules. You get fired for rules #MMChat
1:51 am kammerait: @bernierjohn More and more, we're all librarians. We just have to remember to read the books, even if we don't have to. #mmchat
1:51 am samfiorella: RT @prosperitygal: RT @JoannWayman: Social media more flexibility than focus groups <- and it can be continuous #mmchat
1:51 am keithprivette: @bernierjohn oh now you have done it! re: save you money in qualitative research.... #mmchat
1:52 am livepath: @bernierjohn would you say they also have a strong desire to serve? #mmchat
1:52 am SarahLWLee: RT @bernierjohn: when we hire employee of the future, they may b mre like librarians, havent read evry book but knw where to find it #mmchat
1:52 am SMSJOE: RT @bernierjohn: You could almost look at those employees as human search engines<- interesting concept #mmchat
1:52 am JoannWayman: @bernierjohn That's what I share w/my students. It's not knowing all the answers but knowing where to find the answers and help #mmchat
1:52 am catpoetry: @cloudspark exactly (all the more reason identity, privacy and data portability & ownership are critical, as brands commodify "us). #mmchat
1:52 am theAaronCraig: A bunch of us in #indy have had differing opinions about #klout as an effective tool. blogged about this, but want ur thoughts. #mmchat
1:52 am bernierjohn: @kammerait yes...but when the collective reads, the group gets smarter when they share stuff they discover. #mmchat
1:52 am beatrizdonayre: RT @sharonmostyn: RT @ByHold: The importance of content is always relevant. It should be interesting, motivating and interactive. #SmmChileChat #MMchat
1:52 am Mediative: RT @bernierjohn when we hire employee of the future they may be > like librarians haven't read every book but know where 2 find it #mmchat
1:52 am heidicohen: @OurManinSH @bernierjohn Job requirements will change over time=>Do You Need #SocialMedia Manager? http://bit.ly/dBu6eP #mmchat
1:52 am namnum: @bernierjohn that's a great point re: human search engines. It would be a useful insight to get into our ed system. #mmchat
1:52 am danperezfilms: and lots of $$$ RT @loicmo: the problem with using sm for market research in big corps is that change can take time, lot's of time...#MMchat
1:52 am catpoetry: RT @bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
1:52 am TheSocialCMO: RT @bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
1:53 am bernierjohn: @livepath you have to to work in retail, yes. The best of the best live to serve. #mmchat
1:53 am catpoetry: @heidicohen word. #mmchat
1:53 am BillBoorman: @berniejohn if you know google you know everything! #MMChat
1:53 am bernierjohn: @keithprivette sorry, but true #mmchat
1:53 am mentormarketing: RT @ByHold: The importance of content is always relevant. It should be interesting, motivating and interactive. #SmmChileChat #mmchat
1:53 am kmullett: Research via SM, does not always reflect the correct demographic cross section. #SM does not fit all. #MMChat
1:53 am theAaronCraig: @JoannWayman very true. You get a systematic approqach going after a while. #mmchat
1:53 am samfiorella: Yes! wisdom of crowds @kammerait yes...but when the collective reads, the group gets smarter when they share stuff they discover. #mmchat
1:53 am kammerait: @bernierjohn Absolutely, it's all a balancing act. #mmchat
1:53 am JenniferPalais: RT @bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
1:53 am TheSocialCMO: RT @bernierjohn: @livepath you have to to work in retail, yes. The best of the best live to serve. #mmchat
1:53 am bernierjohn: @JoannWayman exactly...#mmchat
1:53 am MariaJoseAdonis: RT @ByHold: It is always good to offer interactive content to know there is discussion and feedback from our customers #MMchat #SmmChileChat
1:54 am keithprivette: @bernierjohn oh I know, but I think a Gartner Consultant just lost it's wings..... #mmchat
1:54 am ejyoung67: RT @ckburgess: @TheSocialCMO #MMChat @bernierjohn Comm is fundamental component for Supply Chain BUT TODAY #sm makes that faster & critical
1:54 am cloudspark: RT @catpoetry: @cloudspark exactly (all the more reason identity, privacy and data portability & ownership are critical, as brands commodify "us). #mmchat
1:54 am kammerait: @keithprivette Haha, that's awesome. #mmchat
1:54 am heidicohen: @BillBoorman @bernierjohn When #FB is 1 out of every 4 pageviews, Google isn't the only answer. (Hitwise data) #mmchat
1:54 am LoicMo: @kmullett correct, but tools are improving! #mmchat
1:54 am samfiorella: You now need a 'community manager'! new job title being added to org charts. @heidicohen @OurManinSH @bernierjohn #mmchat
1:54 am livepath: @bernierjohn as I suspected. Was debating with someone today over the importance of SERVICE over SELL...he wasn't getting it. #mmchat
1:54 am AgentScottie: I thinks he's talking about you, @Agent3012! RT @bernierjohn: You could almost look at those employees as human search engines #mmchat
1:54 am MuhammadInc: RT @bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
1:55 am ckburgess: RT @samfiorella: You now need a 'community manager'! new job title being added to org charts. @heidicohen @OurManinSH @bernierjohn #mmchat
1:55 am kammerait: @samfiorella Ultimately though, it's a rebalancing - can't always add positions. #mmchat
1:55 am Mediative: Listening to @bernierjohn of Best Buy on #MMChat. Great insights.
1:55 am erinmharris: RT @bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
1:55 am KitchenTableMkt: Dang! Missed #mmchat today.... I'll catch up with you all next time.
1:55 am heidicohen: @livepath @bernierjohn A large part of sales 4 B2B is service! #mmchat
1:55 am RichardNatoli: RT @heidicohen: @livepath @bernierjohn A large part of sales 4 B2B is service! #mmchat
1:56 am pheffernanvt: @bernierjohn Are the multiple dedicated Twitter accts coordinated/managed/tracked in some way? #mmchat
1:56 am fredmcclimans: @danperezfilms @loicmo When done wrong, SocMed can become the old "More Focus Groups & Study" routine. #MMchat
1:56 am JoannWayman: @bernierjohn @samfiorella Continuous the part that appeals to me Keeps businesses on their toes--we've all see bad examples go viral #mmchat
1:56 am bernierjohn: a few minutes left, any other questions? I'm open, just let me know. #mmchat
1:56 am BillBoorman: 5 minutes left and 489 tweets #MMChat
1:56 am jacoutofthebox: RT @bernierjohn :: ... SM can save you money in qualitative research #mmchat
1:56 am keithprivette: @livepath tell 9 times out of 10 you sell with service......When you provide more service you get more visits with bigger purchases! #mmchat
1:56 am heidicohen: @ckburgess @bernierjohn 3 major levels of #socialmedia jobs-content dev, community mgr, #sm director http://bit.ly/dBu6eP #mmchat
1:57 am bernierjohn: @pheffernanvt yes, our connecttweet tool aggregates them through twelpforce, and we track the API internally #mmchat
1:57 am MargieClayman: @kammerait well right. Don't just @ to @. Say something. Useful. not about iPad sales :) #mmchat
1:57 am JoannWayman: @bernierjohn The intrinsic reward of doing a job well and meeting the need of a customer I'm not sure that can be taught #mmchat
1:57 am ByHold: The importance of good service is that we satisfied our customers and complement a post-sale with the SMM. #SmmChileChat #MMchat
1:57 am kammerait: @bernierjohn If you had 10 new people at your disposal tomorrow, how would they spend the first 8 hours? #mmchat
1:57 am OurManinSH: RT @samfiorella: Publicly addressing issues and providing support creates brand evangelists from the even the most disappointed customers. #pr #mmchat
1:57 am bernierjohn: @kammerait learning about the stuff we offer. Immersion, process, learning best buy #mmchat
1:58 am TheSocialCMO: RT @keithprivette: @livepath tell 9 times out of 10 you sell with service......When you provide more service you get more visits with bigger purchases! #mmchat
1:58 am TheSocialCMO: RT @bernierjohn: a few minutes left, any other questions? I'm open, just let me know. #mmchat
1:58 am LoicMo: @fredmcclimans I like the idea of contextual insights to make social media market research quickly actionable http://bit.ly/cmfZfz #MMchat
1:58 am MariaJoseAdonis: RT @ByHold: The importance of good service is that we satisfied our customers and complement a post-sale with the SMM. #MMchat #SmmChileChat
1:58 am bernierjohn: @kammerait sometimes learning how to navigate "us" is what the customer needs. BBY is big, can be complicated. SM concierges #mmchat
1:58 am cbanksindy: @TheSocialCMO @bernierjohn @qstreet @kammerait It was nice connecting with you at #MMchat and thanks @SarahLWLee for showing me it!
1:58 am heidicohen: @JoannWayman @bernierjohn W/ ease of #sm message amplification, every co's problems can hurt regardless of how good service is. #mmchat
1:58 am unluckybearuk: Individual response to a mass global audience is one of the trickiest factors. A collective community with human stimulation matters #mmchat
1:58 am BillBoorman: @bernierjohn how do you hire? #MMChat
1:58 am kammerait: @cbanksindy Likewise. #mmchat
1:58 am samfiorella: RT @heidicohen 3 major levels of #socialmedia jobs-content dev, community mgr, #sm director http://bit.ly/dBu6eP #mmchat
1:58 am danperezfilms: @fredmcclimans @loicmo and the heck with selling any product, let's dig in to conversations! Yay! Huh? #mmchat
1:59 am ExoPoirier: Watching #mmchat feed while working on proposals / Congrats @JeffAshcroft 4 ongoing quality topics & savy crowd he attracts week after week
1:59 am JennyDeVaughn: @bernierjohn Where is the super secret prototype BestBuy store located? Oh wait - you took me on a tour of it! LOL #mmchat
1:59 am livepath: @JoannWayman Too EZ 4 people to get caught up in "shiny object fascination" and forget about the basics of good biz unfortunately. #mmchat
1:59 am heidicohen: @JoannWayman @bernierjohn Ex: ComcastCares under Frank Eliason still hurt by YouTube Video Comcast technician sleeping on my couch #mmchat
1:59 am heidicohen: @livepath Thank you for sharing! #mmchat
1:59 am halfcenturyman: Thanks for all tonight John. Best of Luck.#mmchat
1:59 am ejyoung67: @bernierjohn What skills do you think Marketing Students should be able to bring to be ready for a job like yours? #mmchat
1:59 am JoannWayman: @keithprivette It seems like a small thing and yet it is so effective. Exceed customer expectations and the customer will be back #mmchat
1:59 am sharonmostyn: @beatrizdonayre Thanks for the RT! #SmmChileChat #MMchat
1:59 am SMSJOE: @bernierjohn i relate to needing the navigation help that is a differentiator #mmchat
2:00 am kammerait: @heidicohen A not so subtle reminder that the big stumbles stick around. #mmchat
2:00 am kammerait: @heidicohen And if you screw up, don't do it in a funny way, or it will go viral. #mmchat
2:00 am heidicohen: @livepath Agree. Co still need 2 work hard 2 deliver gr8 products 2 customers. #mmchat
2:00 am CASUDI: Reading the #MMchat stream ~ really good input from@bernierjohn & many others ~ unable to join ~ have to make a point of being free Mondays
2:01 am ckburgess: #MMChat @Twelpforce is a weak spot for discount-driven competitors like Wal-Mart. How do you plan to stay ahead?
2:01 am bernierjohn: @kammerait learning how to navigate "us" is hard, we're big sometimes all the customer needs is a little SM concierge service #mmchat
2:01 am samfiorella: @bernierjohn - can you speak to operational ROI generated? vs. #custserve? #mmchat
2:01 am prattkelly: really enjoyed #mmchat tonight!
2:01 am TheSocialCMO: Thanks for joining us ALL!?Your participation & feedback awesome as always! And an extra SPECIAL thanks to John @BernierJohn !! #MMchat
2:01 am namnum: @bernierjohn how do you 'escalate' a service issue that needs to now be handled by a live convo since it's happening live? #mmchat
2:01 am ckburgess: RT @TheSocialCMO: Thanks for joining us ALL!?Your participation & feedback awesome as always! And an extra SPECIAL thanks to John @BernierJohn !! #MMchat
2:01 am JoannWayman: @heidicohen Great example #mmchat
2:01 am catpoetry: @TheSocialCMO and #mmchat crew - Another g8t conversation, @bernierjohn was a great co-host. Sad I had to miss the first half hour.
2:01 am heidicohen: @kammerait Agree but my pt was even if u do everything right, you can still have a problem that gains attention. #mmchat
2:01 am TheSocialCMO: Next week for 19th #MMchat Lora Cecere @lcecere Altimeter Group joins us on the Impact of Social Commerce on Marketing & Supply Chains
2:01 am LoicMo: @danperezfilms sure! I was only talking about Forrester :) #mmchat
2:01 am bernierjohn: we look for curiosity, humility...#mmchat
2:01 am TheSocialCMO: Oh and feel free to make suggestions on future SPECIAL guests and topics, just @ msg or DM me @TheSocialCMO #MMchat
2:01 am kammerait: @bernierjohn understandable, have to remind people to be people at work. That part got skipped for so long. #mmchat
2:01 am OurManinSH: @JoannWayman I think there is also a way to reduce the effort for customers...the easier it is the quicker they'll come back too.. #mmchat
2:01 am ckburgess: RT @TheSocialCMO: Oh and feel free to make suggestions on future SPECIAL guests and topics, just @ msg or DM me @TheSocialCMO #MMchat
2:01 am livepath: @heidicohen Yep. Deliver consistent, solid foundational experience... innovation then becomes icing on a well formed cake! #mmchat :-)
2:02 am TheSocialCMO: The transcript for tonight?s #MMchat will be posted shortly on @TheSocialCMO blog www.thesocialcmo.com/blog #MMchat
2:02 am SMSJOE: RT @bernierjohn: we look for curiosity, humility...#mmchat<- winning combination #mmchat
2:02 am TheSocialCMO: Thanks everyone! Have a GREAT night and hope to see you all next week on #MMchat ! =)
2:02 am CASUDI: GOOD Q ~ RT@ejyoung67 @bernierjohn What skills do you think Marketing Students should be able 2 bring 2 be ready 4 a job like yours? #mmchat
2:02 am kmullett: RT @TheSocialCMO: Thanks for joining us! Your participation & feedback awesome as always! An extra SPECIAL thanks to @BernierJohn #MMChat
2:02 am bernierjohn: @namnum it usually goes to our customer care team who funnels to business team. #mmchat
2:02 am danperezfilms: @heidicohen @livepath and that's what people want - great products. Not a bunch of conversation... #mmchat
2:02 am TheSocialCMO: And it?s ALL of you the #MMchat tweeps that make #MMchat the special time it is !!
2:02 am keithprivette: #mmchat ingredient levels RT @michaelanschel: @keithprivette 60 People, 5 Tools, 10 Tactics, 10 Strategy, 10 Planning, 2.5 Ops, 2.5 Depts
2:02 am BillBoorman: A few #MMChat stats: tweets 499 contributors 64% mentions, 28% RTs http://wthashtag.com/Mmchat #MMChat
2:02 am TheSocialCMO: Last but not least, please remember that #MMchat makes Monday?s MARVELOUS!! Nite all!!
2:02 am BillBoorman: Download the transcript at http://wthashtag.com/Mmchat #MMChat
2:02 am bernierjohn: @samfiorella sorry, but we keep that stuff a secret. We're still out here, it's making a difference #mmchat
2:02 am ByHold: The best way to maintain a reputation, is to approach the customer and know your concerns and support. #MMchat
2:03 am heidicohen: @OurManinSH @joannwayman Need 2ensure that all customer service channels work. #mmchat
2:03 am namnum: @bernierjohn thank you for that answer and for all the insight tonite. Fantastic. #mmchat
2:03 am catpoetry: That's a good combo... rt: @bernierjohn: we look for curiosity, humility...#mmchat
2:03 am AndrewFstewart: RT @kammerait: @bernierjohn More and more, were all librarians. We just have to remember to read the books, even if we don't have to #mmchat
2:03 am theAaronCraig: @catpoetry @TheSocialCMO @bernierjohn thanks for the great convo. #mmchat
2:03 am ADHumlen: Great exchange on #mmchat . I enjoyed following the great insights shared by guest @bernierjohn and smart insights of #MMchat community
2:03 am SMSJOE: @bernierjohn thanks for a great chat you provided outstanding info and insight well done. cc kudos to @TheSocialCMO #mmchat
2:03 am SarahLWLee: @TheSocialCMO Thanks for hosting an awesome #mmchat and @bernierjohn for sharing your insights.
2:03 am ejyoung67: RT @TheSocialCMO: The transcript for tonight?s #MMchat will be posted shortly on @TheSocialCMO blog www.thesocialcmo.com/blog #MMchat
2:04 am prosperitygal: RT @bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
2:04 am samfiorella: @TheSocialCMO @bernierjohn Thanks! GR8 chat tonight. #mmchat
2:04 am namnum: @TheSocialCMO thanks for putting this together! #mmchat
2:04 am bernierjohn: @ejyoung67 be insanely curious about what's next, people are mastering what's now, right now #mmchat
2:04 am bernierjohn: @halfcenturyman my pleasure, good luck to you! #mmchat
2:04 am livepath: @danperezfilms Great product, great service, good availablility, acceptable price, good service. Consistent, repeatable over time. #mmchat
2:04 am LoicMo: thank you all for that great chat #MMchat
2:04 am mobienthusiast: RT @bernierjohn when we hire employee of future they may be more like librarians, haven't read every book, but know where to find it #mmchat
2:05 am ejyoung67: Got that #mkt111? RT @bernierjohn: @ejyoung67 be insanely curious about what's next, people are mastering what's now, right now #mmchat
2:05 am ckburgess: #MMChat @TheSocialCMO @bernierjohn Thank You John! - Great discussions & Answers tonight @Twelpforce
2:05 am SMSJOE: @ExoPoirier hey there good to see you if only for a moment. #mmchat
2:05 am heidicohen: @prosperitygal @bernierjohn Remember hiring in future will still require cross section of different skills not just customer service #mmchat
2:05 am kammerait: @bernierjohn @ejyoung67 And you don't have to wait until you graduate to start! #mmchat
2:05 am ByHold: RT @livepath: Great product, great service, good availablility, acceptable price, good service. Consistent, repeatable over time. #mmchat
2:05 am ejyoung67: @bernierjohn Great advice! Thanks so much. I'll relay that to my #mkt111 students. #mmchat
2:05 am prosperitygal: @TheSocialCMO thanks fro giving us this forum to connect ;) #MMchat #MMchat
2:05 am BillBoorman: Top 10 #MMChat tweeters: @TheSocialCMO 54, @bernierjohn 48, @heidicohen 39, @kammerait 37, @lynne_lee84 http://bit.ly/anZRuH
2:06 am samfiorella: RT @ckburgess: #MMChat @Twelpforce is a weak spot for discount-driven competitors like Wal-Mart. How do you plan to stay ahead? #mmchat
2:06 am RichardNatoli: Very informative #mmchat tonight. With all the great input from everyone, I couldn't find one thing to add!
2:06 am bernierjohn: @namnum thanks for participating, I'm flattered we've done something everyone is so curious to learn about! #mmchat
2:06 am fredmcclimans: @danperezfilms @loicmo At a certain point you have to stop "engaging" and SELL... #mmchat #usguys
2:06 am danperezfilms: @livepath That's where a company's focus should be, not in time-consuming online "conversations"...my two cents. #mmchat
2:06 am chrisyates11: Facebook now gets more views than Google RT @heidicohen: @BillBoorman @bernierjohn When #FB is 1 out of every 4 pageviews #mmchat
2:06 am livepath: RT Sorry typo I was just going to lurk here for a minute. What happened. #bigmouth #mmchat
2:06 am ckburgess: TY #MMChat @jordanbenshea @heidicohen @ejyoung67 @SMSJOE @IanGertler @CBanksIndy @piplzchoice @wordymouth@jacoutofthebox @piplzchoice
2:06 am mantywebdesigns: RT @fredmcclimans: @danperezfilms @loicmo At a certain point you have to stop "engaging" and SELL... #mmchat #usguys
2:07 am TheSocialCMO: @prosperitygal No problem Michele! Thanks for joining in! Cheers! =) #MMchat
2:07 am heidicohen: Data: Who involved in #Social Media http://bit.ly/ht1TdB #mmchat
2:07 am bernierjohn: thanks everyone, sorry I couldn't keep up with all questions, but very engaging, it was my honor, g'night #mmchat
2:07 am JohnMarshall78: social media is a great focus group, in fact we need to learn how to sort responses from customers #mmchat
2:07 am ByHold: @ckburgess Thanks You!!! U rock. #MMchat
2:07 am danperezfilms: Can I get a friggin' "Amen"? RT @fredmcclimans: @loicmo At a certain point you have to stop "engaging" and SELL... #mmchat #usguys
2:07 am BillBoorman: #MMChat Top 10: 6) @SMS_Joe 34, @ckburgess 29, @andrea_lee29 28, @theresa_lee29 28, @eric_lee89 25 http://bit.ly/anZRuH
2:08 am ericcandino: great #mmchat tonight
2:08 am heidicohen: @BillBoorman Thank you as always 4 compiling twitter chat record! #mmchat
2:08 am chrisyates11: provide value 1st RT @livepath @bernierjohn debating with someone over importance of SERVICE over SELL he wasn't getting it #mmchat
2:08 am TheSocialCMO: @ckburgess And an extra SPECIAL #MarketerMonday #MMchat shout out to my favorite @TheSocialCMO supporter Cheryl Burgess! =)
2:08 am danperezfilms: @heidicohen Haven't you run out of blog posts yet? Oy! #mmchat
2:08 am IamGoldie22: RT @danperezfilms: Can I get a friggin' "Amen"? RT @fredmcclimans: @loicmo At a certain point you have to stop "engaging" and SELL... #mmchat #usguys
2:08 am BillBoorman: @heidicohen Google and You Tube combined? think you might be wrong@chrisyates11 #FB #mmchat
2:09 am heidicohen: Thanks =>@ckburgess @jordanbenshea @ejyoung67 @SMSJOE @IanGertler @CBanksIndy @piplzchoice @wordymouth@jacoutofthebox @piplzchoice #mmchat
2:09 am SMSJOE: RT@TheSocialCMO:@ckburgessan extra SPECIAL#MarketerMonday #MMchat shout out to my favorite@TheSocialCMO supporter Cheryl Burgess! =) #mmchat
2:10 am freshatforty: @danperezfilms Amen! Now I just have to figure out what to sell. #mmchat #usguys
2:10 am namnum: People buy from people they like and trust, I think we engage AND sell. @fredmcclimans @danperezfilms @loicmo #mmchat
2:10 am BillBoorman: For those interested, the #MMChat tweetcloud URL:http://bit.ly/dmmzeG
2:10 am heidicohen: @danperezfilms Hard 2 get everything need 2 say into140 characters. Multi-string tweets difficult 2 follow in chat #mmchat
2:10 am chrisyates11: Or know how 2 YouTube it RT @bernierjohn when we hire worker of future like librarian haven't read every book but know how 2 find it #mmchat
2:10 am georgemanty: RT @mantywebdesigns: RT @fredmcclimans: @danperezfilms @loicmo At a certain point you have to stop "engaging" and SELL... #mmchat #usguys
2:11 am TheSocialCMO: @bernierjohn Thanks again John 4 taking time! Will send u link for the transcript as soon as I finish cleaning it up & post! Cheers! #MMchat
2:11 am MartijnLinssen: @danperezfilms @fredmcclimans @loicmo Engagement -> Selling: http://bit.ly/9N0i83 - The Evangelist, the Priest and the Monk #mmchat #usguys
2:12 am sharonmostyn: New one - thanks! RT @BillBoorman: For those interested, the #MMChat tweetcloud URL:http://bit.ly/dmmzeG
2:12 am BillBoorman: The #MMChat BIG words BestBuy, Customer, engage, great,help, Join, Marketing, media, Special, Thanks, Twelpforce, URL:http://bit.ly/dmmzeG
2:12 am bernierjohn: @TheSocialCMO ikt was my honor and pleasure, thanks #mmchat
2:12 am heidicohen: @BnerierJohn Thank u 4 providing an inside view of how 2 provide customer service social media style. #mmchat
2:13 am heidicohen: @TheSocialCMO Thank u 4 ur continued presentation of strong leaders in marketing space w/fresh insights #mmchat
2:13 am BillBoorman: Tweets about #MMChat have reached 46,006 people http://t.co/aVy4ZYn via @tweetreachapp
2:13 am samudary: @heidicohen What's #mmchat about?
2:13 am chrisyates11: @wholefoods lets each store have their own facebook pages because style different in every area of nation interesting @bernierjohn #mmchat
2:14 am ByHold: RT @chrisyates11: @wholefoods lets each store have their own facebook pages because style different in every area of nation interesting @bernierjohn #mmchat
2:14 am heidicohen: @BillBoorman Here's the HItwise link from PR release http://bit.ly/bv9Ddt #mmchat
2:14 am TheSocialCMO: @heidicohen Hey Heidi! It's all good fun & we're looking for ongoing suggestions from all you #MMchat tweeps for new SPECIAL guests in 2011!
2:15 am LoicMo: @MartijnLinssen - The Evangelist, the Priest and the Monk http://bit.ly/9N0i83#mmchat, great metaphore #mmchat
2:15 am samfiorella: If you engage well, you won't have to sell. It will happen on its own. @danperezfilms @fredmcclimans @loicmo #MMChat #usguys #mmchat
2:15 am JohnMarshall78: Want to know who's talking about your brand, or your business? Use social media! Better than a focus group. Free, easy and fast! #mmchat
2:15 am iangertler: RT @BillBoorman: The #MMChat BIG words BestBuy, Customer, engage, great,help, Join, Marketing, media, Special, Thanks, Twelpforce, URL:http://bit.ly/dmmzeG
2:16 am BillBoorman: The 46,006 reach was for last 50 tweets, est total x 10: #MMChat
2:16 am heidicohen: @BillBoorman [pt2]market share of page views4 #Facebook was 24.27% last wk, 3.8x volume of 2nd rank YouTube w/6.93%. [11/19/10] #mmchat
2:16 am chrisyates11: Zzzzz RT @bernierjohn Ex: ComcastCares under Frank Eliason still hurt by YouTube Video Comcast technician sleeping on my couch #mmchat
2:17 am chrisyates11: RT @JoannWayman: @keithprivette It seems like a small thing and yet it is so effective. Exceed customer expectations and the customer will be back #mmchat
2:17 am SMSJOE: well said->RT @heidicohen: @BnerierJohn Thank u 4 providing an inside view of how 2 provide customer service social media style. #mmchat
2:17 am iangertler: RT @bernierjohn: when we hire the employee of the future, they may be more like librarians, haven't read every book, but know where to find it #mmchat
2:17 am heidicohen: @samudary #mmchat is twitter chat focused on marketing issues, often social media related. Mon @8.00pm NY time
2:17 am BillBoorman: @heidicohen Pageviews not searches? #Facebook #mmchat
2:18 am bernierjohn: @chrisyates11 I didn't tweet that one, someone else did, sorry #mmchat
2:18 am fredmcclimans: RT @samfiorella: If you engage well, [selling] will happen on its own. @danperezfilms @fredmcclimans @loicmo #MMChat #usguys <Point made!
2:19 am danperezfilms: Spoken like a true Internet Marketing Strategist! RT @samfiorella If u engage well, u won't have to sell. It will happen on its own #MMChat
2:19 am chrisyates11: @SMSJOE #mmchat is now in my iPhone calendar as must do every Monday night! Knocking off Monday night Football way to go!
2:19 am heidicohen: @BillBoorman Pls check link http://bit.ly/bv9Ddt Hitwise different basis than comScore & Nielsen. #mmchat
2:19 am chrisyates11: RT @ByHold: RT @livepath: Great product, great service, good availablility, acceptable price, good service. Consistent, repeatable over time. #mmchat
2:19 am BillBoorman: @heidicohen Will do, thanks for the link #mmchat
2:20 am kammerait: For all those on #mmchat tonight - I'd love your feedback http://t.co/pjuoPZm
2:20 am SMSJOE: @chrisyates11 oops good reminder better go check the score! #mmchat
2:20 am heidicohen: @danperezfilms: @samfiorella Done well engagement can answer customer blocks 2 purchase -offline & online #mmchat
2:21 am heidicohen: @BillBoorman Hitwise blog has gr8 insights; worth the read! #mmchat
2:21 am TheSocialCMO: @chrisyates11 Ahh just set up an extra screen for #MMchat beside the big screen! #MMchat makes Monday's MARVELOUS! =)
2:21 am MsMobileConverg: Today I was a voyeur! Thank you @TheSocialCMO #mmchat was FABULOUS!
2:21 am georgemanty: @fredmcclimans @samfiorella @danperezfilms @loicmo You have to ask or you will never receive. #usguys #MMchat #usguys
2:22 am heidicohen: @TheSocialCMO @chrisyates11 Some people have all of the toys! #mmchat
2:22 am georgemanty: @georgemanty @fredmcclimans @samfiorella @danperezfilms @loicmo See http://www.copyblogger.com/ask/ #mmchat #usguys
2:22 am samfiorella: Thanks! @FeliciaChapman Even a a blind squirrel like me gets a nut sometimes. #mmchat
2:22 am chrisyates11: Love YouTube 2nd most searched site in world. Google #1. but thats searched not visited. Facebook rules RT @BillBoorman: @heidicohen #mmchat
2:23 am heidicohen: @MsMobileConverg Pls return next week & add ur voice 2 convo. #mmchat
2:24 am danperezfilms: @heidicohen @samfiorella I always find it funny how SocMed marketers use the word "engagement" as a one size fits all solution #mmchat
2:24 am jacoutofthebox: Amen!! RT @fredmcclimans: @loicmo At a certain point you have to stop "engaging" and SELL... #mmchat #usguys via @danperezfilms #usguys
2:24 am samfiorella: @danperezfilms good point - it's not but we only have 140 characters! ;) #mmchat
2:24 am heidicohen: @chrisyates11 @billboorman YouTube's prominence means you need 2 have video there 4 SEO #mmchat
2:25 am TheSocialCMO: @MsMobileConverg Hey Nora, Trying 2 figure out how we identify just how many lurkers there r out there on #MMchat Maybe do role call at end?
2:25 am BillBoorman: @sandyhubbard @pushingsocial if you dont get the monitoring tools from the transcript let me know. Will resend to you #MMchat #SMtools
2:25 am heidicohen: @danperezfilms @samfiorella Engagement is a step on way 2 make sale. Need 2 meet customer's needs & be best price. #mmchat
2:25 am TomMoradpour: +1 RT @danperezfilms: I always find it funny how SocMed marketers use the word "engagement" as a one size fits all solution #mmchat
2:26 am heidicohen: @samfiorella @danperezfilms Actually if u want 2 be retweeted, u have less than 140 characters, esp on a chat #mmchat
2:26 am jshardison: @TheSocialCMO Roll call? Here. #mmchat
2:27 am danperezfilms: @heidicohen @samfiorella If you're gonna talk "engagement", please be specific. Two people in a fist fight is also engagement, yes? #mmchat
2:28 am heidicohen: @TheSocialCMO Based on #socialmedia ratios, about 90% of folks will lurk. Unlikely role call will help. #mmchat
2:28 am TheSocialCMO: @jshardison Hmmmm... Maybe we'll start a Lurker List and retweet / follow back all those closet #Mmchat tweeps out there!! =)
2:28 am danperezfilms: Could we please stop using the word "engagement"? Especially those people who have never worked a sales job in their life? #mmchat
2:29 am heidicohen: @danperezfilms @samfiorella Engagement is step on way 2 purchase; co knows prospect interested=> cust ser, more info, email, etc #mmchat
2:29 am chrisyates11: I know! Im still on old TV maybe need to go but flat screen where? :) RT @heidicohen: @TheSocialCM Some people have all of the toys! #mmchat
2:30 am rubymarcom: Hello #mmchat - here!
2:30 am jshardison: @danperezfilms When folks say engagement, many mean talking to a prospect until they buy. Or until a customer serves as a reference. #mmchat
2:30 am BillBoorman: @heidicohen @chrisyates11 in the context of where to find the location of info Google #1 (YouTube part of Google) #mmchat
2:30 am MartijnLinssen: @danperezfilms If only Monty Python could do a nice sketch on "engagement"... #mmchat
2:30 am chrisyates11: Need 2 get u videos! Ive got some there(400) RT @heidicohen @billboorman YouTube's prominence means u need 2 have video there 4 SEO #mmchat
2:30 am smartel: Is selling ideas to brands is considered as sales? RT @danperezfilms: ... Especially those people who have never worked a sales job? #mmchat
2:30 am heidicohen: @danperezfilms Would you please suggest another term instead of engagement for phase bet research & purchase? #mmchat
2:31 am jshardison: @TheSocialCMO I generally participate in chats, not lurk, but joined too late to contribute tonight in an informed way. #mmchat
2:31 am chrisyates11: RT @samfiorella: If you engage well, you won't have to sell. It will happen on its own. @danperezfilms @fredmcclimans @loicmo #MMChat #usguys #mmchat
2:31 am heidicohen: @chrisyates11 Do they have appropriate keyword text? Do they help ur SEO? #mmchat
2:31 am danperezfilms: Presenting. RT @heidicohen: Would you please suggest another term instead of engagement for phase bet research & purchase? #mmchat
2:32 am samudary: @heidicohen OK thank you. Sounds interesting. What's the topic tonight? #mmchat
2:32 am BillBoorman: @heidicohen for great advice on video and seo/tagging talk to @Mariejourney (My guru) #mmchat
2:32 am danperezfilms: @jshardison Spoken like a true lover of books, music & technology... ;) #mmchat
2:33 am chrisyates11: RT @BillBoorman: The #MMChat BIG words BestBuy, Customer, engage, great,help, Join, Marketing, media, Special, Thanks, Twelpforce, URL:http://bit.ly/dmmzeG
2:33 am heidicohen: @danperezfilms Presenting seems one sided. How does co overcome customer objections? #mmchat
2:33 am namnum: That was fun! Sorry for those of you who could care less about #mmchat. I'll give warning next time so you can mute.
2:33 am chrisyates11: How do u get those stats would luv 2 know thx RT @BillBoorman: The 46,006 reach was for last 50 tweets, est total x 10: #MMChat
2:33 am danperezfilms: With excellent product knowledge. RT @heidicohen: Presenting seems one sided. How does co overcome customer objections? #mmchat
2:34 am ckburgess: RT @BillBoorman: #MMChat Top 10: 6) @SMS_Joe 34, @ckburgess 29, @andrea_lee29 28, @theresa_lee29 28, @eric_lee89 25 http://bit.ly/anZRuH
2:34 am jshardison: @heidicohen Irritable people will eventually get tired of whatever word replaces "engagement." That said, I prefer "talking with." #mmchat
2:35 am heidicohen: Good nite: Thank u 4 fun chat=>@DanPerezFilms @BillBoorman @ChrisYates @Jshardison & the rest of the gang #mmchat
2:35 am teachpr: Absolutely true. @samfiorella @danperezfilms @fredmcclimans @loicmo @chrisyates11 #MMChat #usguys #mmchat
2:35 am BillBoorman: @chrisyates11 tweetreach gives you the total reach of last 50 tweets against a # or a name Yours coming over #MMChat
2:35 am marion_lee87: The benefit of asking a "larger name" is their reach. The downside is that depending on the name, they don't engage as much.(1) #Mmchat
2:36 am danperezfilms: @jshardison "overall", not all the time ;) #mmchat
2:37 am TheSocialCMO: @rubymarcom Hey Renee! Thanks for checking in! Any other #MMchat Lurkers out there, we want 2 prove traditional SM ratio wrong! =) #MMchat
2:37 am JohnMarshall78: Easy to talk about engagement, but #socialmedia need to focused right on the target! #mmchat
2:37 am chrisyates11: Thx 4 engaging w/ me lately :) RT @danperezfilms: Could we please stop using the word "engagement"? #mmchat
2:37 am thatwoman_is: RT @samfiorella: Yes! wisdom of crowds @kammerait yes...but when the collective reads, the group gets smarter when they share stuff they discover. #mmchat
2:37 am jshardison: @danperezfilms That's like "well-intentioned." ;) #mmchat
2:38 am BillBoorman: @chrisyates11 i use WTHashtag for total tweet numbers and stats. just shy of 500 tonight hence x 10 #MMChat (love my apps)
2:38 am TheSocialCMO: RT @JohnMarshall78: Easy to talk about engagement, but #socialmedia need to focused right on the target! #mmchat
2:39 am TheSocialCMO: RT @marion_lee87: The benefit of asking a "larger name" is their reach. The downside is that depending on the name, they don't engage as much.(1) #Mmchat
2:39 am itspurebusiness: @heidicohen @bernierjohn I wntd SMS #Cusserv so bad yest for bestbuy! was getting transfered from 1 dept - 2 othr for simple problem #mmchat
2:39 am TheSocialCMO: RT @smartel: Is selling ideas to brands is considered as sales? RT @danperezfilms: ... Especially those people who have never worked a sales job? #mmchat
2:39 am chrisyates11: Text means i have 2 spell. Videos 53 more likely 2 b on 1st page search results than traditional SEO RT @heidicohen: #mmchat
2:40 am skewedup: RT @TheSocialCMO: RT @bernierjohn: sentiment is hard, without a human eye, things can become skewed<- true #mmchat http://bit.ly/ihE2OE
2:40 am skewedup: RT @bernierjohn: sentiment is hard, without a human eye, things can become skewed #mmchat http://bit.ly/gyw0j6
2:40 am TheSocialCMO: RT @skewedup: RT @TheSocialCMO: RT @bernierjohn: sentiment is hard, without a human eye, things can become skewed<- true #mmchat http://bit.ly/ihE2OE
2:41 am rubymarcom: I agree. most arent targeting RT JohnMarshall78 Easy to talk about engagement, but #socialmedia need to focus right on the target! #mmchat
2:42 am chrisyates11: Always great thx RT @heidicohen: Good nite: Thx 4 fun chat=>@DanPerezFilms @BillBoorman @Jshardison & the rest of the gang #mmchat
2:42 am chrisyates11: U ROCK! Thx RT @BillBoorman: tweetreach gives you the total reach of last 50 tweets against a # or a name Yours coming over #MMChat