1 Good Reason – Social Marketing

We don't make websites, we make websites better.

1 Good Reason – Social Marketing header image 2

Applauding Forbes Magazine for Listening on Twitter

April 14th, 2010 · 2 Comments

BLUF (Bottom Line Up Front) Forbes magazine has started to listen and engage on Twitter.  When I complained about their site, they responded telling me they were trying something new.  According to the stats they have started to actively engage users via Twitter recently.  This is a good idea for every business, large or small, and seems to be the trend in 2010.

I’ve been on Twitter for 3 years now and over that time I’ve complained about a lot of things.  The weather, my phone, TV, Magazines newspapers, writers, my lunch, etc…  But yesterday something happened that was sort of a watershed event for me.  I wrote the following tweet:

Now I’ve long felt that Forbes has one of the most advertising over-ridden websites in the magazine industry.  I find their use of interstitial ad pages the force you to wait 15 seconds while the story loads to be very aggravating.  So imagine my surprise when Forbes answered my tweet with this:

What followed was a brief discussion about what my complaint was.  And then, Forbes explained that they were trying something new on their website.  (BTW Forbes I spent 15 seconds looking for the next button on the slide show thingy.)  In social media each complaint you receive most likely represents the feelings of 10 or 100 times the number of people who are actually unhappy about it.

In my 3 years on Twitter I’ve not had that type of experience very often.  But in the last 3 months I’ve noticed anecdotally that when I complain about something I’m much more likely to hear from someone associated with it.  I don’t think this is because I’m becoming important- ha ha. (Yea like that’s going to happen.)  I think it’s because Social Media is becoming important. 

If you’re not using social media to listen to the mood of your customers.  To get feedback on your new experiments and to see what areas you need to improve in, then you’re flying blind.  And I’m glad Forbes isn’t flying blind anymore, because they really need to improve the usability of their website IMO.  The Forbes Twitter account has only 416  followers as of this writing.  But I’m sure that will change a good deal in the near future.  It appears from their TweetCounter Stats that they have taken a much more active role recently on Twitter.  And I want to welcome them.  Because they will learn what people like and don’t like about their products and they can improve them.

This chart shows the @Forbes twitter account follower count for the past 3 months.    Notice the hockey stick change in the past few weeks. 

I really want to commend Forbes on their new involvement in social media and I sincerely hope they keep it up.  For a case study Forbes you can look at my two articles on AT&T’s Facebook page- the first article (I hope they stick with this.) and the second – (my, just look at them now.)

Funny, how my last blog post was about a restaurant that listed on Twitter and made an impact on customers too.  Do you see a trend here?

Give me 1 Good Reason why you aren’t listening and talking with your customers with social media?

Posted via email from ckieff’s posterous

Share this:
Share this page via Email Share this page via Stumble Upon Share this page via Digg this Share this page via Facebook Share this page via Twitter

Related Reasons:

  1. “Getting” Twitter
  2. Your Twitter Introduction via TweetDeck
  3. Lightning Fast Twitter Marketing
  4. They’re talking about you- Twitter and Public Decisions
  5. How Twitter Dies- and What to Do About It

Tags: Reasons For Net Marketing · Twitter Thursday

2 responses so far ↓

  • 1 Rhona Bronson // Apr 14, 2010 at 10:14 am

    I think it’s because companies are starting to pay for conversation monitoring services in order to spot these types of complaints and raves. If Forbes can’t afford the monitoring, I don’t know who can. But kudos to Forbes nevertheless for listening and taking correct action on followup. Interesting and informative post.

  • 2 Deanna McNeil // Apr 15, 2010 at 5:31 pm

    Monitoring services *may* be at play but my anecdotal experience matches yours more. I’m keeping my eyes pealed for patterns :)

Leave a Comment