Archive | February 2012

Linky Love #3: Lets Get Social at 30,000 Feet

Okay, you made it on the airplane and found your seat. You are settled in, bags away and ready to go. You notice that you are the only one seated currently in your row and you know no one on the flight. You watch people walk by, awkwardly making eye contact with them wondering if they are the seated next to you. You secretly hope it isn’t someone who smells or talks your ear off so you sit there, anxiously waiting. I know we have all experienced this before, and it can be a very awkward plane ride depending on who ends up sitting next to you.

KLM Royal Dutch Airlines has a proposed solution to this problem. They have made it possible for their customers to become friends with their fellow air travelers before even stepping on the plane through a program called “Meet & Seat“. Through linking their Facebook or Linkedin profiles, fliers can pick seat mates, make friends, see who else is attending the same conference, etc before they even step foot in the airport. This is taking social media to a whole other level and they are the first to integrate social media into their normal flight process.

I am anxious to see how this works out for KLM and if people will actually feel comfortable using the program. I personally wouldn’t use it because I feel that it might make for an awkward situation when we both come into contact on the plane. I also wouldn’t want to take the time to participate in a program like this because it almost seems like it’s more trouble than it’s worth. I would rather sit and anxiously wait to see who sits next to me and pray that it isn’t someone gross or annoying. After all, it’s just a plane ride.

Advertisements

UPDATE: A Response From Path

Since my last blog post about Path, I received an email back from them. They took a while to respond to me which was frustrating, but their response was very pleasant. They apologized for their delayed response and cleared my information from their servers. Even though they were deceptive in their terms of service, they owned up to their unlawful behavior and were apologetic. “The way we had designed our ‘Add Friends’ feature was wrong.” I though that was very big on their part and makes me feel a little better about the situation.

This is a great CRM situation to learn from. TAKE NOTE!

 

Did I Ever Agree To That?

Recently, a developer named Arun Thampi discovered that the iPhone application “Path” had been uploading all of his address book contacts to it’s servers without his consent or knowledge. Once his discovery spread like wildfire across the media, co-founder and CEO Dave Morin quickly responded with a comment on Thampi’s site:

“Arun, thanks for pointing this out. We actually think this is an important conversation and take this very seriously. We upload the address book to our servers in order to help the user find and connect to their friends and family on Path quickly and efficiently as well as to notify them when friends and family join Path. Nothing more.”

“We believe that this type of friend finding & matching is important to the industry and that it is important that users clearly understand it, so we proactively rolled out an opt-in for this on our Android client a few weeks ago and are rolling out the opt-in for this in 2.0.6 of our iOS Client, pending App Store approval.”

I personally think this is a lame excuse for their actions and doesn’t excuse them from what they did.

It was later discovered that once they had your information, they sold it to other company servers (if you are getting spam, now you know why). Apple’s iOS App Guidelines policy “requires all apps to get a user’s permission before ‘transmitting data about a user.'” How Path was able to get around that is still a mystery, but somehow it happened. As a result of Path’s actions not only are they themselves facing a PR and CRM nightmare, but Apple as well. In order to “fix” the issue,”Path” plans on releasing another version of their software that will ask users if they want to opt in or out of sharing their information. Keep in mind that just because they ask you if you would prefer to opt out, doesn’t mean they won’t take your information anyways!  It is important that a company remains transparent and upfront with their customers.  We all know no one reads those lengthy EULA’s, so I feel a company should always bring attention to the fact that they are using personal information, even if they need to restate it outside of the EULA. ”

I myself had “Path” on my iPhone but once I found out about their shady behavior I deleted it and wrote them an email. Granted I didn’t use the app all that much, but they had my information regardless. In the email I told them to delete all the personal information they had taken from me off their servers and the servers belonging to the companies they sold it to. I ended the email asking them to respond to me once they had done what I asked as a form of confirmation. As an ex “Path” customer and a human being, I feel that I have the right to ask this from them and for them to follow through with it. What they did was not right and violated my privacy. To all those who have used “Path”, I suggest you ask them to do the same. It will be interesting to see how many other apps will be brought into the light as a result of the same issue.

Linky Love #2: Carnival Cruise Line’s CRM Failure

It is said to be one of the high-profiled incidents since the Titanic sank 100 years ago. On January 13, 2012 the Costa Concordia, a cruiser owned by Carnival, struck a rock and sank off the island of Giglio. 17 passengers died and 15 are still missing after the fatal accident. Normally, you would think that the company responsible would do everything in their power to make up for what happened. Unfortunately, that is not the case in this situation.

Carnival has denied any reports that it would offer 30% off future cruises to families who have been affected by the tragedy. Instead, they are offering $14,500 each in compensation plus the cost of travel and a refund for the cruise. I agree with FOX Business when they said, “…its failure to douse rumors before they spread like wildfire didn’t help its PR battle.” By not being able to counter rumors before they spread, only made Carnival look worse in the eyes of the public by not promising them something they believed to be true. As if the company’s CRM behavior couldn’t get worse, CEO Micky Arison has only made a few appearances concerning this matter via Twitter and a short statement on the matter. He has chosen to let Concordia operator Costa Cruises and their lesser-known Italian subsidiary handle the situation instead. Observers are complaining over the fact that Carnival has not taken an active crisis management role. Their lack of communication is leaving observers worried and angered! In addition, Arison’s actions don’t reassure any of Carnival’s customers that they are trustworthy or reliable company. It’s your company; you have to deal with it!  If I were Arison, I would think twice before I make my next move.

Linky Love #1: Optimizing Your Social Media Schedule

This is my first “Linky Love” post. Linky Love posts are weekly responses to a blog post of my choice from a list provided my professor Kelli Matthews.

In my last post, “Poor sCRM At It’s Finest” I gave an example of what happens when one is not a responsible social media user. Have no fear though, Ashley Zeckman, a blogger for Top Rank has provided 4 tips for avoiding the social media time suck. These tips are meant to help you stay on track, and I think they are pretty good. Have a listen…

According to a study by eMarketer, 73% of marketers say that finding time to create social media content is their greatest marketing challenge.

Ashley’s first tip, “avoiding shiny object pitfalls”. We all know how easy it is to get distracted, especially when we are doing something we don’t really want to do. In order to avoid temptation, prioritize your week ahead of time so you have that time designated time everyday to work on social media. While you may find this to be tedious, I’m almost positive you will be happy you did it in the long run!

Ashley’s second tip, “optimize for productivity”. Determine what time of day you are most productive and what activities will take the most time. By doing this you will hopefully be able to organize your time more effectively. To give you a kick in the right direction, Ashley has provided some social media tips that will help you with your social media optimization and time management.

Twitter:

  • 5pm – best time to Tweet for re-tweets
  • 1-4 per hour – most effective frequency of Tweets
  • Midweek & Weekends – best days to Tweet
  • Noon & 6pm – best time to Tweet for increase Click Through Rates

Facebook:

  • Saturday- best day to share on Facebook
  • Noon- most effective time to share on Facebook
  • .5 per day – best sharing frequency

Ashley’s third tip, “tips for optimized focus”. We must eliminate distractions so we can focus on the task at hand, such as social media! Here are some of the things she does to stay on track that you can use and adapt into your daily schedule.

  • Closing my email when I’m working on social media tasks
  • Close all Internet windows and tabs except for the one I need to work on
  • Disabling chat or closing chat windows to avoid distraction
  • Pick 15 minutes a day to indulge in activities such as checking personal social media profiles, responding to texts, or chatting with friends.
  • Spend 30 minutes to an hour each morning reviewing emails and responding, do the same thing before leaving at the end of the day.
  • It is significantly easier to stick to your schedule if you are working ONLY on the tasks you have scheduled in the time allotted.

Her last tip, “tools for optimizing time” lists various sites that can make your social media tasks simpler yet more effective. She has provided a list of sites to choose from depending on what your trying to do. I have taken it upon myself to pick my favorites as a second opinion. As far as curation tools, I would recommend, Pearltrees. It’s easy to use and makes sharing easy. If you are looking to organize and better manage your social media, TweetDeck is the best tool for that. It neatly organizes your Twitter feeds into columns that are easy to read and search. Lastly, if you are interested in social bookmarking tools, I recommend Delicious. It’s has a user friendly interface that makes social bookmarking and sharing a breeze.

I hope these tips help you become a social media rock star!