Social Intelligence in Social Media

by Marvin Tumbo · 1 Comment

Customer Relationship Management

Social Media, Telling Stories and Sharing Experiences

September 17, 2010

Source: MyExtraLife Whenever you hear about social media, phrases like “shared experiences” are usually around the corner. And this is as real and as tangible as a bill board on Uhuru Highway, but more potent. Almost a fortnight ago, on a Sunday, I wrote a tweet saying that my girl goes to church for both [...]

Read the full article →

Safaricom’s New Media (Twitter) Customer Care

August 11, 2010

If you doubt that social media has already become an indispensable tool for communication and customer care here in Kenya, Safaricom’s recent activities on twitter should convince you otherwise especially as a business owner… Their official twitter account is @SafaricomLtd. Customer care is where most companies get it wrong. Twitter and the various social networks [...]

Read the full article →

Financial Industry Blogging in Kenya

August 9, 2010

I wrote on why you need a Corporate Blog but for some reason I feel the need to reiterate the point once more but with a focus on the Banking sector. Finance has always been very close to my heart. Economics was my favourite course at the University, closely rivaled by sociology. I have read [...]

Read the full article →

KPLC Debuts on Twitter but having it Rough!

July 30, 2010

A while back, I wrote an article here called “what if KPLC was on Twitter?” and sure enough, they have just recently officially set foot on Twitter (@kenyapower) but are having a rough time there. I would like to think they read my article but given their activities on Twitter, apparently not. I took it [...]

Read the full article →

Why You Need a Corporate Blog

July 22, 2010

I wrote a post on why Kenyans need to blog more but what I had in mind when I started writing that post was outlining reasons why Kenyan Businesses need to have corporate blogs. What is a blog? A blog is an online journal published by a person or group of people. A corporate blog [...]

Read the full article →

Online Forums and Customer Care in Kenya

July 14, 2010

I hate calling call centres. The Oatmeal documents our experiences with customer care pretty well in his hilarious depictions in the post “Why I’d rather be punched in the testicles than call customer service.” I remember writing a post on pathetic customer care while I was on hold. Sometimes I feel the urge to punch someone [...]

Read the full article →

What if KPLC was on Twitter?

June 4, 2010

Yesterday night, as it approached midnight, my gtalk icon jumps up as it always does whenever there is new email and a quick glance shows me that KPLC Public Relations is now following me on Twitter. My blood rushed a little bit as I said finally! There has been a steady influx of big companies [...]

Read the full article →

Responding to Criticism Online

April 10, 2010

The Kenyan online scene is getting busier and with it the problems associated with social media like negative reviews about brands and products, and greater commentary about experiences – good and bad. This post today helps to teach Kenyan companies how to react to negative comments posted about them in social networks. You cannot please [...]

Read the full article →

← Previous Entries