The LugIron Software Blog

I’ve been travelling by plane this summer both with my family and as a lone business traveller. My experiences were different but uneventful both trips. And I mean uneventful in a good way. I’ve had to use the slide to exit a plane onto a tarmac in Dallas and let me tell you, you pick [...]

Technorati Tags: air travel, Facebook, JetBlue, monitoring, social media, Southwest Airlines, travel

Sometimes we stumble upon interesting engagement insights using the LugIron social media measurement tool, and we want to share those with you. This is the first post in a series we’ll run as we continue to code the heck out of our community engagement dashboard. This past week or so, we’ve been collecting data through the [...]

Technorati Tags: brand, engagement, Kodak, measure, metrics, Polaroid, social media

I heard a great NPR story yesterday (U.S.-based National Public radio) about two separate media competitions going on in Capitol hill recently. The All Tech Considered feature, “Politicians Tweet: Move Over Ashton Kutcher” states that the goal of each contest is to get as many people engaged as possible through new media outlets. Apparently 40,000 [...]

Technorati Tags: engagment, Facebook, fan, followers, politics, Twitter

What are community analytics, anyway? Here’s a Slideshare presentation by Alistair Croll and Sean Power – their phrase is Communilytics. They break measures down into Attention – Engagement – Conversion. I appreciated a comment in an interview before the Web 2.0 Expo in San Francisco where Alistair Croll said something like, metrics just for bragging [...]

Technorati Tags: analytics, business goals, communilytics, community, kpi, metrics

You’ve heard of A/B split testing, where you take two messages and try them for reactions and actions from two small groups. The “winner” is the one that gets the best reaction and conversion from prospect to customer. When it comes to ads, web designs, and even text color, everyone has an opinion from the guy [...]

Technorati Tags: analytics, business, google, kpi, measure, measurements, ROI, social, social media

Wow, I’m reading Clued In:How to Keep Customers Coming Back Again and Again by Lewis Carbone (Amazon link). It contains timeless stories through decades of customer service. It describes rich experience management as the business of making clues about customers systematic and embeded throughout the values in a company – where decisions are made based [...]

Technorati Tags: brand, community, customer, experience, experience management

Those three words, followers, fans, and friends, have deep and wide meanings in real life, but online sites using those terms for subscribers will not always see all the actions they’d expect. We’re all still people, offline or online, and businesses on Facebook want to know what you’re doing as a fan. Are you just [...]

Technorati Tags: business, community, Facebook, fans, followers, friends, social, social media, Twitter

Some of us LugIron folks attended this week’s Austin Social Media Breakfast. We heard about PetRelocation.com and their social media strategies from Kevin O’Brien, CEO, and Rachel Farris, director of PR and new media and employee number 2. Their talks inspired me to think about some basic ways that you can build user engagement in communities [...]

Technorati Tags: community, engagement, social business, SocialMedia

Community analytics and social media metrics spur heated debate in many circles. In fact, at SXSW Interactive in 2007, the Social Media Metrics panel had attendees and chatroom users revolting. I was there and hardly knew what to make of the uprising at the time, but in hindsight, I can see how important the information [...]

Technorati Tags: building community, community, community management, measure

I just finished the book, Julie/Julia: 365 Days, 524 Recipes, 1 Tiny Apartment Kitchen. The author calls her readers “bleaders” – apparently it stands for blog readers. When I first read “bleaders” I guessed that means they bleat like sheep, and chuckled every time I read it. Who are the people behind the “bleaders”  – [...]

Technorati Tags: community, Facebook, funnel, management, platform, Twitter