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Last week at Time Warner’s Conversations on the Circle panel, a consumer packaged goods company manager who was setting up the company’s use of social media tools bemoaned the fact that in the middle of the project, the company barred employees from using Facebook and Twitter, effectively killing their social media efforts.
Big brands continue to [...]

A look at how brands are managing and manning for the deluge of social media comments, highlighting Jet Blue’s approach. Plus other highlights from Business Development Institute’s June Social Communications Leadership Forum panel.

After looking at HOW Zappos engaged customers via Twitter in a previous post, now looking at measuring the engagement rates from those Tweets and also compared to Southwest Airlines, Jet Blue and Zynga (as well as take a stab at measuring engagement from Facebook Fan Pages).

Determining user sentiment can come up with varying results depending on what inputs you use – and for real-time popular sentiment, including Facebook is key.

What can a marketer looking to go social learn from Zappos? Sifting through 169 Tweets over the last three months, a few things stand out: It’s not a short-term return, but a long-term relationship that drives Zappos, which comes through loud and clear in nearly every Tweet.