Social Media
DNA

A recent USA Today article noted that social media can be useful as a customer service aid, but a qualified support team is a necessary asset to put those tools to their strongest use. 

The report quoted TrylonSMR President Lloyd Trufelman as saying, "Companies go in with expectations too high, and they risk disappointing customers who don't get prompt replies. If a company's DNA is not truly dedicated to listening and responding to customers in a genuine and timely manner, no technology will provide a solution."

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A recent NY Times article discussed some of the problems faced by Hollywood movie studios and the fact that they have been cutting their advertising budgets. The studios, well established as some of the savviest marketers around, are now looking for a better return on their marketing dollar and are turning to earned media. 

As the social media mantra spreads across the marketing landscape, marketers fall into the trap of believing that it is the new cure-all for any and all marketing ills. However, according to B.L. Ochman in a recent Advertising Age article, there are some things that social media just can't do. 

According to a recent Forrester study, "Consumer Behavior Online: A 2009 Deep Dive," people are integrating their online world with the "real world" in more meaningful ways than ever before. This is significant for marketers in a number of ways.    

Traditional media, including TV, radio, and newspapers, are the first news source for 72 percent of Americans, according to a survey from the First Amendment Center. The survey found that, while new innovations such as Twitter have attracted users and headlines, television and other traditional news media remain the dominant source for Americans on major new stories.