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Customer Intelligence

Learn how marketing analytics is redefining the customer experience

David B. ThomasApril 8, 2010 0

I’m leaving tomorrow morning for SAS Global Forum, our annual user conference, held this year in Seattle. Last year was my first Global Forum. More than three thousand people came to learn more about SAS and to hang out with other like-minded souls. It’s quite an experience. I’ve heard it

Customer Intelligence

John BallaApril 8, 2010 0

Customer Intelligence goings on at 2010 SAS Global Forum

For those of you headed to Seattle next week for SAS Global Forum or SGF Executive Conference (#SGF10 and #SGFXC on Twitter), there are a number of great opportunities for you to learn new things and meet your peers. Here’s what you can expect related just to Customer Intelligence or

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Customer Intelligence

Alison BolenApril 8, 2010 0

The benefits of bellyaching online

A little less than two years ago on the sascom voices blog, I argued that even social media enthusiasts should be listening more to social media curmudgeons like Tom Davenport. Tom is best known in SAS circles for co-authoring the books Competing on Analytics: The New Science of Winning and

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Customer Intelligence

Justin HuntsmanApril 6, 2010 0

Video: Chris Brogan provides best practices and insights into social media

Yesterday we posted 'Chris Brogan Offers Social Media Advice to Marketers', the second (of six) Chris Brogan videos taped when Chris was at our headquarters in Cary, NC. In this video, the third in this series, SAS' Deb Orton interviews Chris Brogan of New Marketing Labs. Chris discusses the big

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Customer Intelligence

Justin HuntsmanApril 6, 2010 0

Video: Chris Brogan talks about making social media happen in your company

Yesterday we posted 'Chris Brogan Provides Best Practices and Insights into Social Media', the third (of six) Chris Brogan videos taped when Chris was at our headquarters in Cary, NC. In this video, the fourth in this series, SAS' Deb Orton interviews Chris Brogan of New Marketing Labs. Chris discusses

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Customer Intelligence

Justin HuntsmanApril 5, 2010 0

Video: Chris Brogan offers social media advice to marketers

We recently posted 'Chris Brogan Talks About His Book "Trust Agents" and Social Media', the first (of six) Chris Brogan videos taped when Chris was at our headquarters in Cary, NC. In this video, the second in this series, SAS' Deb Orton interviews Chris Brogan of New Marketing Labs. Chris

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Customer Intelligence

Deb OrtonApril 1, 2010 0

Marketing goes digital, are you ready?

"May you live in interesting times". This Chinese curse seems to ring true today, as much as when I heard it 25 years ago from my then mentor and boss. All of us as Marketers find ourselves in a state of flux, straddling the traditional and digital methods and hoping

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Customer Intelligence

Justin HuntsmanApril 1, 2010 0

Video: Chris Brogan talks about "Trust Agents" and social media

The antidote for fifty enemies is one friend. If there’s truth in that quote, Aristotle would have to agree we’re lucky here at SAS, in that we have many friends, including outstanding customers and industry thought leaders, that we regularly interact with. I’d like to share one of these interactions

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Customer Intelligence

David B. ThomasMarch 31, 2010 0

Facebook needs a business board of advisors

Facebook has just announced a major change, which should come as no surprise to anyone, since they seem to enjoy messing around with things. This time they're changing the process for becoming a fan of a business or person (or concept, or beverage or highway exit - there are lots

Customer Intelligence

John BallaMarch 30, 2010 0

Getting the conversation started

At this point, I have started three potential posts for this blog and each feels like we’re at a party together and we just got introduced, and then I start out by blurting a random, weird factoid that is sure to repel you. So let’s not do that, and instead

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Customer Intelligence

Justin HuntsmanMarch 25, 2010 0

A spanking new blog focused on remarkably old problems

Hello! And welcome to the grand opening of Get, Grow, Keep, our spanking new group blog focused on the remarkably old business problems every marketer faces: namely, how to get, grow, and keep your best customers. The Timeline of innovation on Wikipedia’s History of marketing entry makes it clear –

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Customer Intelligence

David B. ThomasMarch 24, 2010 0

How to make sure your social media policies #FAIL

I started the social media manager job at SAS in January of 2009, and spent the first half of the year creating and communicating our social media policies (which we call our Guidelines and Recommendations, since they’re much more than just the dos and don’ts.) In the half year or

Customer Intelligence

David B. ThomasMarch 22, 2010 0

SXSW: The Big Themes

Here, not a moment too soon, is a more-or-less random recollection of the big ideas and trends I witnessed at South by Southwest Interactive. Location-based applications were predicted to have the biggest hype, and that was borne out. These are applications, primarily for mobile devices, that let you "check in"

Customer Intelligence

David B. ThomasMarch 21, 2010 0

SXSW: My perspective as an enterprise social media marketer

I started writing this post on the plane coming home from the South by Southwest Interactive festival. If you've been on Twitter the past two weeks, you've probably seen the #sxsw or #sxswi hashtags, and if you weren't actually in Austin, you probably saw them a heck of a lot

Customer Intelligence

David B. ThomasMarch 18, 2010 0

Does your company need to be cautious about social media? More cautious than the US Air Force?

Tuesday at the South by Southwest Interactive conference, I had the true pleasure of meeting Capt. Nathan Broshear, who's known on Twitter by one of the weightiest user names you could imagine: @usairforce. He's an energetic and genuine person and a great ambassador for the Air Force. I summarized Nathan's

Customer Intelligence

David B. ThomasMarch 16, 2010 0

SXSW: Future 15 Social Business Panel moderated by David Meerman Scott

The purpose of this panel was to give some visibility to areas of business that are being affected by social media, outside of the traditional marketing and PR stories we're used to hearing. The panel was moderated by David Meerman Scott, (@dmscott) author of The New Rules of Marketing &

Customer Intelligence

David B. ThomasMarch 15, 2010 0

SXSW: Customer Service in a 140 Character World

My notes from the Customer Support in a 140-Character World panel. Panelists were Frank Eliason from Comcast (@ComcastCares), Lois Townsend (@ltownsend) from HP, Toby Richards (@TobyRichards) from Microsoft and Jeremiah Owyang (@jowyang) from Altimeter. The moderator was Caroline McCarthy (@Caro) from CNET News. Caroline: Is social media the most effective

Customer Intelligence

David B. ThomasMarch 15, 2010 0

SXSW: Gary Vaynerchuk's keynote

Gary welcoming people as they enter his keynote Gary Vaynerchuk (@GaryVee) gave one of the most popular keynotes at SXSW. The auditorium was packed and there was a very warm and genuine vibe. Here are my notes from his talk. Gary started out asking how many people swore they would

Customer Intelligence

David B. ThomasMarch 15, 2010 0

SXSW: Big Campaigns on Digital Dollars

My notes from the “Big Campaigns on Digital Dollars" panel, with Melissa Fallon, Chris Hanada, Milo Ventimiglia, Wilson Cleveland and Andrew Hampp. (Their bios are posted on the event page.) The panel focused on working with brands to create online content and web TV series that are fun, intersting and

Customer Intelligence

David B. ThomasMarch 13, 2010 0

SXSW: Media Armageddon: What Happens When The New York Times Dies?

David Carr after the session These are my notes from the SXSW panel discussion, “Media Armageddon: What Happens When The New York Times Dies?” The panelists were David Carr from The New York Times, Amy Langfield from Newyorkology.com, Markos Moulitsas from Daily Kos and Greg Beato from Reason magazine. The

Customer Intelligence

David B. ThomasMarch 13, 2010 0

SXSW: Do Cool Kids Leave When the Suits Arrive? Balancing personal and professional

I arrived in Austin mid-afternoon and got to the convention center in time for the first session on my list, "Do Cool Kids Leave When the Suits Arrive?" The discussion was led by John Biehler and Chris Heuer. I arrived a bit late for this session, having experienced what I'm

Customer Intelligence

David B. ThomasFebruary 26, 2010 0

Chris Brogan looks back from 2020 - How did social media change business?

Another clip from my conversation with Chris Brogan from December. I asked him to imagine it's ten years in the future. How did social media change business?

Customer Intelligence

David B. ThomasFebruary 19, 2010 0

"Listening for intent": using social media search to find people ready to buy

Freaky-smart marketing ninja Christopher S. Penn (co-host of the Marketing Over Coffee podcast) had a great blog post recently entitled "Three Nearly Guaranteed Moneymaking Twitter Words." More and more companies are listening in social media, but are they doing it in a way that provides real bottom-line value? Many listen

Customer Intelligence

David B. ThomasFebruary 14, 2010 0

Google's Buzz misstep could harm social media adoption in the enterprise

A few days ago I said Google Buzz and Wave had some very cool features, but the average company wasn't ready for them. I've played around a bit more with Buzz since then, but mostly I've been seeing other people's opinions about it, in Buzz itself, on Twitter, on Facebook

Customer Intelligence

David B. ThomasFebruary 11, 2010 0

Google Buzz and Wave for the enterprise? Not for a while.

Just when I had finally begun to use Google Wave and was getting a small degree of comfort with it, Google launched Buzz, which is clearly their attempt at out-twittering Twitter. If you have a Gmail account, it's probably showed up by now, integrated into your account. As you would

Customer Intelligence

David B. ThomasFebruary 9, 2010 0

My first unconference

I went to my first unconference this past weekend, AnalyticsCamp, held at the Kenan-Flagler Business School at UNC-Chapel Hill. I really enjoyed the format. For those of you unfamiliar with the unconference/barcamp model, there's no schedule in advance. Speakers propose their sessions on a wiki, then on the day, they

Customer Intelligence

David B. ThomasFebruary 4, 2010 0

Careers in social media: advice for students and new grads

Last night I was on a panel at the University of North Carolina at Chapel Hill (as I was required to write it when I was a reporter) called "Careers in Social Media," sponsored by University Career Services and organized by Gary Alan Miller. My fellow panelists were Ruby Sinreich,

Customer Intelligence

David B. ThomasFebruary 3, 2010 0

Help Haiti and get a social media workshop for your company

Recently Mitch Joel and Joseph Jaffe promised to auction off keynote addresses for Haiti relief, with their services going to the highest bidder. This idea inspired me to do something similar here in the Triangle. As with all human endeavors involving more than one person, it took some time to

Customer Intelligence

David B. ThomasFebruary 1, 2010 0

Chris Brogan's opinion of social media certification

When Chris visited SAS last month, there was a heated debate going on in social media circles about the idea of "social media certification," and the idea of paying money to become "certified." Here's Chris' take on the subject.

Customer Intelligence

David B. ThomasJanuary 29, 2010 0

What a comedian can teach you about social media

Last night I went to Social Media Club Triangle, ably organized by my friends Wayne Sutton and Jeff Cohen. The event took place at DSI Comedy Theater in beautiful downtown Carrboro, NC (the Paris of the Piedmont). Zach Ward from DSI took us through some improv exercises, then told us

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