ACSI Social Media 2011
ACSI: Social media services struggle with customer satisfaction. Facebook opens door for Google Plus; http://eicker.at/ACSISocialMedia2011
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Gerrit Eicker
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Gerrit Eicker
Information Monopolies
WSJ: Do away with Google? Break up Facebook? We can not imagine life without them, and that is the problem; http://eicker.at/1e
Gerrit Eicker
ABC Goes StatusNet
ABC unofficially partners with Twitter–alternative StatusNet for ABCNewsRadio.FM; http://eicker.at/ABCStatusNet
Gerrit Eicker
American Newspaper Circulation
Audit Bureau of Circulations: American newspaper circulation falls another 8.7% year over year; http://j.mp/9eVrwL
Gerrit Eicker
Historical Marketing Events
From the Audit Bureau of Circulations to social media and viral marketing; http://j.mp/8QSZJ9
Gerrit Eicker
Disney Digital Media: Accomplishments Wiki
Cheng explains how a wiki is the hub for the digital media department at Disney; http://j.mp/1T8epn
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Gerrit Eicker
FC: “Albert Cheng, executive vice president of digital media at Disney-ABC Television Group, is showing off his team’s latest creation. An online sneak peek of the Lost finale, perhaps? Behind-the-picket-fence footage of Desperate Housewives on a cell phone? No, something even more revealing: Behold the staff wiki. – ‘I’m not sure you can write this up,’ he says. ‘I’m not kidding.’ With a mischievous grin, Cheng, 36, resumes the wiki tour on the computer in his corner office in Burbank, California, the heart of TV land. – His team didn’t ask permission to create the internal Web site, with staff profiles and a section called ‘Cool Stuff We’ve Done This Year.’ They just did it. And truth be told, Cheng is rather proud of that. The project captures what his 20-month-old incarnation of the digital-media department is all about. Speed. Collaboration. Gumption. ‘I see us as a Silicon Valley startup within a big company,’ he says. … The wiki isn’t an act of defiance directed at the Big Mouse, and it isn’t a goof. Rather, it’s a nifty tool for a fast-growing 150-person virtual department. The digital-media crew is spread across the company’s television units – ABC, ABC News, Disney Channel, ABC Family, and a handful of its other cable channels. The members work in three cities, five buildings in L.A. alone, and four locations in this particular high-rise on West Alameda, about a mile from ABC headquarters. The Web site allows team members to review new social-networking applications, compare vendors, and share their latest projects.“
Gerrit Eicker 08:54 on 26. July 2011 Permalink |
ACSI: “The social media market is primed for a new player that allows users to connect with friends, according to the 2011 American Customer Satisfaction Index (ACSI) E-Business Report, produced in partnership with customer experience analytics firm ForeSee Results. Despite a small improvement this year, Facebook (+3% to 66) is the lowest-scoring site, not only in the social media category, but of all measured companies in this report. The survey was conducted last month, before the widespread introduction of Facebook’s biggest competitor, Google+, but Facebook’s low score indicates that Google+ could easily pounce and gain market share if they can provide a superior customer experience. – ‘We don’t know yet how Google+ will fare, but what we do know is that Google is one of the highest-scoring companies in the ACSI and Facebook is one of the lowest,’ said Larry Freed, president and CEO of ForeSee Results. ‘An existing dominance of market share like Facebook has is no longer a safety net for a company that is not providing a superior customer experience.‘ – Facebook is just one story emerging from today’s report. The ACSI E-Business Report covers three categories of e-business: social media, portals and search engines, and online news. This is the twelfth annual report of its kind, allowing companies and analysts to track the performance of these organizations over time by a critical metric: customer satisfaction. – Wikipedia (+1% to 78) takes the top spot, while YouTube (+1% to 74) comes in a distant second. Myspace drops from this year’s Index because there were not enough users to create a statistically significant sample. Overall, social media is one of the lowest-scoring industries measured by the ACSI – only airlines, newspapers, and subscription television services score lower. – Google leads the search engine and portals category (up 4% to 83), but Bing follows closely, jumping an impressive 7% in one year to 82. Anything over 80 is generally considered an excellent score. Bing has grown in market share over the last year and makes up roughly 17% of the search engine market, up from 9% last year. – ‘While Google+ is the challenger to Facebook’s established dominance in the social media sphere, in the search engine wars, Google is king and Bing is hoping to be a contender,’ added Freed. ‘Last year, Google’s customer satisfaction score was three points higher than Bing’s. This year, that gap narrows to one point. Bing is showing it can challenge Google in terms of revenue, market share, and the customer experience.‘”