Twitter; – Ian Truscott

That Fine Line on Social Media: It’s All About Context

November 13, 2015November 13, 2015Customer Experience Management, Observationsairline, British Airways, cricketer, Customer experience, Customer experience management, Customer service, Sachin Tendulkar, Sashin Tendalker, social media customer care, Twitter;

Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways. They seemed to have been very responsive and when trying to solve a customer issue they asked for

Blog Tip #1 – The Why? Measurement, motivation and me

February 19, 2014February 19, 2014Bloggingblogs, content/product marketer, Google;, Information society, Internet, Internet culture, LinkedIn, Robert Rose, search engine;, Technology, the New York Times, Twitter;, writer

It may surprise you to learn that as a ‘more occasionally than I would like’ blogger and lets face it ‘occasionally lapsed’ blogger (according to my chum Robert Rose) I am asked for advice about

Klout; your score is 100 MILLION

February 13, 2014February 13, 2014ObservationsContent Management Systems;, Facebook;, Klout, Social Media, social media professionals, Twitter;, web analytics;

Like just about anyone and everyone who writes about social media, I am going to jump in with a point of view on the reports that Klout will be acquired for $100m by Lithium. I’ve

Social Media; The new “it’s not what you know”?

November 23, 2012November 23, 2012ObservationsAT&T, Business, Facebook;, Google;, Internet memes, Klout, Marketing, Social Media, social media activity, social media presence, Twitter;, United States;, Viral marketing, YouTube

A lot is written about the risks your social media presence can have on your current or future career, the ill advised Facebook photo, a slightly ranty tweet or a staring role on YouTube –

If You Love Your Content, Set it Free!

September 1, 2012September 1, 2012ObservationsBrian Sollis, content marketing, Feedburner, Google;, Joe Spolsky, mobile device, Robert Rose, Salesforce, Seth Godin;, Twitter;, web analytics;, Web Engagement

I’m sitting on my deck, the sun is out, I have a cup of tea resting on the broad arm of my adirondack chair. After a cheery wave to my neighbour, with my favoured mobile

Email as a Mobile Engagement Strategy?

May 30, 2012May 30, 2012ObservationsBusiness Partnership, Computing, Email, Facebook;, Internet, iPhone, Robert Rose, smartphone, Social Media, Twitter;, USD

I have found this great app for my iPhone. It’s a great newsreader, it pushes essential blog posts so I can catch up even when disconnected, it connects me to Twitter and Facebook, I can

If You Get Social Media Engagement; Say My Name..

April 19, 2012April 19, 2012ObservationsAmsterdam, British Airways, enterprise software;, New York, The Netherlands, things social media, Truscott, Twitter;, United Kingdom;

Last week I had a splendid experience flying British Airways. I am shallow enough to admit that on this occasion “splendid experience” does indeed include an upgrade, but it doesn’t always with BA. I am

Personality goes a long way….

March 9, 2012March 9, 2012Observations, The Engagement TierAMEX, Blog, IMDB, Internet, Pulp Fiction, Scott Liewehr, Social information processing, Social Media, Social Web, Technology, Twitter;, United Kingdom;, web content;

In this post I would like to explore personality in content marketing and the digital customer experience, but I am going to start with my kettle. Moving into a new house from the UK, we

Is the C in CXM actually Credibility?

January 19, 2012January 19, 2012Observations, The Engagement TierCEO, Credibility, Customer engagement, enterprise software;, Facebook;, Popular culture, Twitter;, World Wide Web

I don’t often talk directly about my day to day work here on this blog, but I’ve just come back from a management team meeting and as we discussed our messaging and our own customer

That Great Blog You Used to Write

December 3, 2011December 3, 2011Observationsanalyst, Cloud Computing Journal, Content Management, Facebook Inc, Facebook;, New York, Online social networking, Real-time web, Robert Rose, Scott Liewehr, Social Media, social media engagement, the Cloud Computing Journal, Twitter;, World Wide Web

This week I was at Gilbane Boston and as I gorged on the bountiful smorgasbord of ‘key takeaways’, inspirational quotes and great conversation at this CMS industry love-in – I was disarmed by possibly the quote

Is your Audience Through the Social Media Keyhole?

October 2, 2011October 2, 2011ObservationsAOL, community tools, Computing, Content Management, content systems, early adopters social web, Facebook;, Geoffrey Moore, Google Inc., Google;, Internet, internet adoption, internet users, online activity, Online social networking, Social information processing, Social Media, Social Web, Technology_Internet, Twitter;, Web 2.0, World Wide Web

According to the latest Social Media Report by Neilsen (respected monitoring/research company) Americans are now spending more time on Facebook than they are on any other website. American internet users spent 53.5 billion minutes on