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Showing posts with label research statistics. Show all posts
Showing posts with label research statistics. Show all posts

July 12, 2011

How Airlines Use Twitter For Analysing Brand Sentiments

Engaging Users  Via Twitter : What To Do and What Not To Do

In most cases, users : use Twitter only when traditional Channels dont help them. For Brands this means " their   ground Staff and Cust Service has not been able to " provide them a effective and fair Solution . Badvocacy is a result of negative experiences with your brand. These can come from:Inconsistency across channels and touch points.

Maria Ogneva the Head of Community at Yammer, Shares her  thoughts on What Companies need to Do ,  to understand   Brand Sentiments  at Across Digital Channels and Twitter.

Figure out the issue. Read the content carefully, whether it’s a tweet or a long blog post, and understand the motivation behind the post. Is it a cry for help? Is it a distressed customer?Most problems with airlines are ' Customers need "   to hear them" and empathize with them

Respect privacy. Know when to take the conversation private. Upon initial contact, it’s appropriate to acknowledge the problem in a public channel. After the initial public tweet, you should reach out in a private channel to really dig in and see if you can make a difference. Under no circumstances should you ever exchange confidential account information in an unsecured or public channel.

Offer an individualized solution. In customer service, there’s no “one size fits all,” because each case is different. Offer an individualized solution, which may require you to work with the right people within your own company. Don’t tell this poor person to call the 800 number — go to bat for him.

Don’t let it stew. Address sources of conflict quickly. Because most people just want to be heard, cared for and helped, the faster you can reach out, the more likely you will prevent the situation from festering.

Never make it personal. If and when conflict escalates, never make it personal. Never attack the person, even if he or she attacks you personally. Keep the conversation focused on the issues.

Take action, close the loop. Even though it’s self-explanatory, after you take action, you need to close the loop. Communicate back to the customer what has been done, or how soon to expect something to be done.

Never lose your cool. Just like you shouldn’t make things personal, you should never lose your cool. Remember, even if you feel justified in “going berserk” in a certain situation, whatever you say in social media will stay part of your digital record forever. Choose your words wisely.
Watch advocates come to your rescue. If you have done your job cultivating advocacy, in an online conflict, your advocates will come to your rescue

Source :Maria Ogneva is the Head of Community at Yammer, where she is in charge of social media and community programs, and internal education and engagement. You can follow her on Twitter, her blog, and via Yammer’s Twitter account and company blog.

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May 16, 2011

Twitter Vs Facebook Vs Linkedin . The Demographic Break up

This infographic designed by Ad Age shows a complete breakdown of who uses the most popular social networks. Unsurprisingly Facebook came out on top with the most users male or female. Worldwide, the U.S. held the top position for most Facebook and LinkedIn users by an overwhelming number. Aside from LinkedIn, most users across all the social networks were between the ages of 18-24 and 35-54. The 18-24 age range is one of the largest groups of social media users; however, they’re also one of the smallest populations in the country. In a more surprising number, less than 10 percent of the population uses Twitter.

Women and Media Jobs: Infographic

This Infographic on women in Media comes from " Visualeconomics "Among the seven regions, the ranking from highest number of women employed in upper management to the lowest numbers are as follows:
1.     Eastern Europe – 48%
2.     Nordic Europe – 43.4%
3.     Western Europe –  43.20%
4.     Sub-Saharan Africa – 41.7%
5.     The Americas – 36.8%
6.     Middle East and North Africa – 35.1%
7.     Asia and Oceana – 20.7%
If you combined, all the statistical data into one huge lump sum, then roughly 35.1% of women across the world are employed in positions of some authority.
But even if women are employed in larger numbers in a given region, does that mean their salaries are high too? How do they rate when stacked up against male colleagues in the same field? Well, let’s look at the average salary for women in top-level management in each region:

Nordic Europe – $109,230.20
Eastern Europe – $27,300.28
Western Europe – $374,324.69
The Americas – $89,242.23
Sub Saharan Africa – $28,300.34
Middle East and Northern Africa – $18,332.14
Asia and Oceania – $41,986.59

In most regions, women employed in top-level management earn significantly less than their male colleagues. In the Americas, for example, men earn an average of $115,934.37. The only regions that did not follow this trend is Asia and Oceania, where men earn, on average, approximately $6000 less per year than women. So while Eastern Europe may lead the pack when it comes to promoting female employees, they earn much less on average than men in the same fields – a trend that is echoed in almost every other continent

April 16, 2011

BlackBerry App – 3 Million Downloads a Day

Every few months or so RIM has announced some stats on how many downloads App World sees on average per day. Alex Kinsella, Product Manager at RIM for BlackBerry App World, mentioned on Twitter that App World is now pushing 3 million app downloads a day. The site Berryview recently reported some  remarkable statistics on the share  of Blackberry apps which is reproduced below
RIM has been making their way around 3 cities in the US along with Toronto with their BlackBerry Developer days
  • 49% of paid apps are BB5.0 users, 41% are on BB6.0 via @OldDirtyGamer
  • There are 580 carriers globally for BlackBerry. Most BB users (505) are on version 5.0 and only 10% are on version 6,0. via @OldDirtyGamer
  • Just spoke with the folks from RIM. No restrictions on using third party payment platforms. via @PayPalx
  • In-app payment microtransactions for Playbook available today; subscriptions within apps for Playbook coming later.

January 23, 2011

Mobile Internet Statistics in Australia: Top 5 Trends

australian mobile internet usage
Infographic by

Mobile internet usage has almost doubled in the past year, with Australians turning to their phones to access the internet even when a computer may be available, according to the recently released Sensis® e-business Report .
  • Almost  half of mobile phone users in Australia have Internet enabled phones and about 26% access the Internet from their mobile phone each day.
  •  One third of Australians check emails on their handsets and more than 70 per cent access mobile entertainment and information services.
  • more than four in 10 Australians used mobile internet, and mainly at home or at work where they may have access to a computer.
  • Younger Australians are more likely to use mobile internet, half of Australians in their 30s are using mobile web, while over four in 10 logon when they are in their 40s,
  • Almost four in 10 visit social networking sites, with 31 per cent using online chat rooms. 
The most popular activity Australians are undertaking specifically using mobile internet are: 
  • looking for maps and directions (67 per cent)
  • looking for weather information (64 per cent)
  • browsing new sites (59 per cent)
  • looking for products and services (56 per cent)
  • using a social network site (56 per cent)
  • checking sports results (46 per cent)
  • looking for suppliers (45 per cent)
  • downloading a mobile app (42 per cent)
  • using a satellite navigation (40 per cent)
  • downloading video content (35 per cent).
Source: Kim Herras