by Michael Brito
Wikipedia tells us that active listening is an intent to “listen for meaning”. Others suggest that active listening should “focus on who you are listening to, whether in a group or one-on-one, in order to understand what he or she is saying.”
These are excellent definitions. But as it relates to customer interactions on the social web, active listening is only one half of the equation.
I’ve been spending a fair amount of time touring the world in support of my ideas and thoughts on the direction of new PR, branding, service, and marketing communications. My reward and inspiration to continue is sourced from each person I meet and the experiences and challenges they share. I’ve learned that our greatest hindrance to evolve is not our unwillingness to do so, our indoctrination in new media and communications is truly obstructed by the executives to whom we report and serve.
Shot at SXSW
While I’m currently in the midst of writing my next book, I stumbled across some very interesting and useful statistics that offer a glimpse into Facebook behavior and activity as well as the state of the Facebook platform. I believe that they reinforce many of our hunches and assumptions and also introduce facts that may alter the ingredients of your next Social Media initiative.
Facebook has more than 250 million users
Twitter just rolled out its redesigned front page for those visitors new to Twitter.com. If you’re already a registered user, you won’t notice the new look unless you sign out and refresh the home page.
The new homepage helps provide a frame of reference, expectation setting, and also offers a lens into the conversations populating the popular microcommunity that connects people through 140 character strings.
This is the unabridged version of my latest post on TechCrunch. This version dives much deeper into the challenges, pitfalls, psychology, and associated opportunities to more effectively navigate this complicated, but imminent issue.
In light of the FTC’s recent scrutiny of Social Media practices and the activity that connects brands to influencers and ultimately consumers, we will soon see guidelines and corresponding penalties to serve as governance for future engagement.
Video on Twitter has offered a way for brands and spokespersons to visually share a more human side of the company with friends and followers. Up until now, 12seconds, Seesmic Video, TwitVid, Twiddeo, Twitc, TwitLens, and Tweetube, offered the most common and seamless bridges for connecting short (episodic) videos directly to the Twitter stream. In the last two weeks, we’ve been introduced to two new solutions video solutions for Twitter, that combine live video, Twitter streams and community interaction in one window.
Mark Zuckerberg proudly announced on the Facebook blog this week that the popular social network continues its global dominance jumping from 200 million to 250 million users. To commemorate the milestone, Facebook created a map that visualizes connections and adoption worldwide.
After I finish the new (unannounced) book that I’m feverishly writing, I plan to finally pursue “Internet Famous – The rise of micro celebrity and the end of privacy.”
Alexia Tsotsis (disclosure, she’s a dear friend) recently wrote an intriguing article at the LA Weekly entitled, “Is All of Hollywood the Bitch in Twitter’s Sex Tape or Just P. Diddy?”
While speaking at the intimate and immensely valuable Zappos Insights event (Zappos Live), I shared thoughts of how the culture of any company or brand is as strong as the individual personification of it.
Everything starts and fortifies with you. Your actions and words online are indeed extensions to how people interpret, perceive, and react to the brand your represent. Concurrently, you also represent your personal brand – the digital identity that’s established through the collection of digital shadows you cast across the social web.
Yesterday I spoke at Zappos Insights Live, an inaugural conference that offered a unique opportunity to learn about the spirit and culture of Zappos through a two-day immersion program.
To say it was brilliant would be an understatement. And, I believe this is just the beginning.
It’s incredibly clear that Tony Hsieh doesn’t just profess his belief in happiness and service; his entire organization lives and breathes it in everything they do.
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.