Google Plus EXPERT M Boudreau

That test many of you have been seeing where Google shows its search options above the search results instead of on the left? It’s not a test anymore. Google has just confirmed that all U.S.

Google has just confirmed that all U.S. searchers will soon be getting the new interface — one that highly resembles Google’s mobile search results pages. Options to search verticals like Images, News and Maps are moved from the left-side of the page up above the top search results.

The new Google Maps Geolocation API enables an application or device to determine its own location without the use of GPS. With a Geolocation API, a business could keep tabs on its vehicles without having to install expensive GPS units. It does this by looking up locations of nearby WiFi access points and cell towers.

Read more at: http://phys.org/news/2012-10-google-issues-apis-tighter-tabs.html#jCp

Twitter is announcing a new way for businesses to target their Promoted Tweets and Promoted Accounts, according to a new blog post from Product Management Director Kevin Weil.

There was a short time when using social media for customer service made you an innovator.

Now, while it’s becoming table-stakes, there’s still an opportunity to leverage social media to take your customer service to a new level.

Warby Parker, the industry disrupting seller of stylish, affordable eyewear, noticed fewer customers were using their 1-800 number and more were turning to Twitter to pose questions. But, Warby Parker found it difficult to answer complicated questions, such as those about prescriptions, given Twitter’s 140 character limit.

Looking for a way to interact with that customer outside the constraints of Twitter, the company’s social media team started shooting videos of themselves answering questions, uploading the videos to YouTube and replying to customer’s tweets with a link to the video.

Something unexpected happened. Warby Parker found that customer service tweets that included a video were retweeted 65 times more frequently than other tweets from the company.

“Customers were so blown away that we are going to these lengths to meet their needs that they tweet about it and tell dozens of other people,” Warby Parker Co-Founder Dave Gilboa said. “That’s been a win-win in thinking about customer service as a marketing channel.”

It’s a great proof point that there are still countless new ways to think about how to leverage social media to help solve problems for customers. Great service is simple – be fast, friendly and helpful. Social media is perfect for that philosophy.

An effective social media strategy for customer service oftentimes turns into dollars. The 2012 American Express Global Customer Service Barometer reported that people who have used social media for customer service at least once in the last year are willing to spend 21% more with companies they believe provide great service – in contrast with the general population, which is willing to spend 13% more.

The study also found that more than three in five Americans feel companies have not increased their focus on providing better service, and of this group, 32% feel businesses are paying less attention to providing good customer service.

Adding another service channel may seem daunting for some companies. But, of the 500 employees that are part of Zappos.com’s customer loyalty team – which handles email, phone, live chat and Twitter correspondence – only 5 members handle all of the tweets. Even smaller operations should be able to leverage free social media monitoring tools to easily handle questions and comments pushed into public forums without the need for additional manpower.

In a 45 day study published earlier this year, STELLAService - which evaluates the largest online retailers’ customer service performance on a daily basis - found that just 44% of customer service inquiries posted on Twitter to the top 25 online retailers were responded to within 24 hours. What’s more, six of the 25 retailers didn’t reply to any customer service inquiries over the same period, a service decision that could be costing those retailers millions in lost sales.

The following companies where the top five performers in October for replies to tweets within 12 hours: LLBean.com (100%), Fab.com (91.7%), Gilt.com (88.9%), Zappos.com (85.7%) and Newegg.com (83.3%).

If you’re still trying to get a handle on the best way to manage social media accounts for customer service, here are a few tips:

☛Respond quickly. Shoppers that ask a question over Twitter expect a response 100% of the time. Prioritize your response to these shoppers over others who may be making a statement about your brand.

☛Provide recommendations. Go the extra mile by recommending items to your shoppers with relevant links.

☛Recommend connecting through other channels if necessary. Shoppers like when their issues are elevated. By suggesting to speak over the phone, you can make a customer feel more important.

Again, it’s worth stressing the public nature of social media. Any questions not answered or complaints not addressed may send a message to consumers that you’re not interested in helping.

Conversely, a quick reply can make a customer feel special.

Once you have the basics covered, approach social media not as a chore, but a new tool to better serve customers and better represent your brand.

That’s what Warby Parker is doing. And, their customers are raving.

We've been hearing about an Apple television for a long time now. The big problem for Apple seems to be figuring out how to get cable companies and content companies on board. This isn't like launching the iPad, where Apple just makes a tablet and then developers build apps.
Content makers have restrictions in their deals with cable companies on their content, which could limit what Apple would like to do. Apple has to negotiate with both groups simultaneously to crack the TV market.
And, even when Apple figures that out, the TV market is not like the smartphone market. People aren't going to buy a new TV every year, or every other year. So, anyone looking at Apple attacking a huge new market, should temper expectations.

Read more: http://www.businessinsider.com/apple-tv-is-imminent-says-jefferies-2012-11#ixzz2CKXi103n

Google TV is getting voice search.
You can search by specific show name, or if you're not sure what you want to watch, you can say a genre or a topic like "reality television." No one ever remembers channel numbers anyway, so now you can just simply say the name, like "ESPN."

Google's also adding PrimeTime, an unobtrusive improvement to the on-screen guide. As neat as these additions are in and of themselves, they're also shots fired across the bow of Google's biggest adversary; Apple's been rumored to put Siri in your television-either through Apple TV or an Apple-branded HDTV-for years now. Chalk this up to a battle won by Google in the TV arms race.

Apple's stock is now down about 10% from its recent pre-iPhone high.
Suddenly, the Apple bulls have gone quiet.
Suddenly, you don't hear everyone agreeing that Apple's obviously going to $1,000 or on its way to becoming the first $1 trillion company anymore.
So, what's going on?

Read more: http://www.businessinsider.com/apples-stock-is-crashing-2012-10#ixzz28pPLU1ww

People Chose Bing Web Search Results Over Google Nearly 2:1 in Blind Comparison Tests – Really??

Nestle has been forced to take down an image from its Kit Kat Facebook fan page, after it emerged that it was similar to an icon used to ward off paedophiles.

Read more: http://www.smh.com.au/business/media-and-marketing/pedobear-ruins-nestles-facebook-party-20120719-22byy.html#ixzz25ELVGFt5

Pedobear ruins Nestle's Facebook party...

Marketing Week takes a look at how brands have capitalised on the visual aspects of its interface, and what concerns they may still have about the platform.