Key Dynamics for Technology in Social Media

Socialization of product launches, uses, sharing of tips — all consistent with brands that usually rise above individual features in their brand positioning (driven by social cultural model)
Viral adoption of new features and viral spreading of complaints
Immediate access to, connection among, and insight from their audiences.
Massive volumes of customer participation demand efficiency and scale to listen, moderate, respond, and glean information from customers.
Nimble strategic adjustments to a fast-changing market make the difference in rates of growth and engagement.
Social customer service and support
Developer communities
Social crisis management

Case study

LiveWorld works with eBay on its active website social venues. Supported by our Engagement Application Suite, including Community Center technology, LiveWorld moderators monitor community activity 24/7 according to eBay culture and guidelines. Our social strategy and content programming managers perform high-level curation (identifying content for featuring or highlighting), listen and report on usesr perspectives important to the company, and recommend best practices for community management and development. For a global implementation of 28 instances in 16 countries and 8 languages, we provide community message boards for discussion among buyers and sellers, Answer Centers (using our Ask & Answer application) where members support each other with information and best practice, and groups that allow members to run self-managed community venues. The eBay Answer Center averages a customer response within 20 to 45 minutes compared to 2-3 days for email support.

From 1984 to 1996, the LiveWorld management team (as Apple employees) developed and managed industry and consumer facing online services, blending brand and culture to create long-lasting loyalty. Online services the team created included these:

AppleLink was the Apple industry professional network (50,000 members across Apple employees, dealers, K-12, university developers, user groups, and corporate IS) in 50 countries, a B2B online community through which the business networking of Apple and the industry were conducted.
eWorld and AppleLink Personal Edition (which later became AOL) were consumer facing networks with large scale, diversified interests, constant people to people posts, chat, and discussions.
Salon, initially funded by Apple was developed by our team with the Salon founders.

From 1996 to 2001, LiveWorld created, managed and owned talkcity.com, regarded as a pioneer in family friendly consumer facing social media suitable for global advertisement, reach, and engagement to mainstream demographics. A forbearer of today’s social networks, Talk City delivered hundreds of moderated chat rooms and discussion forums, growing to about 4 million unique users/month and ranked as one of the stickiest sites on the Internet at the time. Awarded Newsweek’s top five family sites on the Internet three years in a row, Talk City appealed to mainstream advertisers such as P&G, The Campbell Soup Company, and Intel. LiveWorld sold Talk City in 2001, to allow the company to focus 100% on its private label solutions for major brands.

CONTACT US

Want more information on how LiveWorld can help your organization create great social customer relationships?

You can reach Jason Liebowitz, Vice-President Sales at 800-301-9507 or here. Contact us for a demo, more information, or just to chat.