Author Archives: meyerb3

Social Analytics – T-Mobile vs AT&T

Using Social Mention, looks like T-Mobile and AT&T both have some pluses and minuses. T-Mobile has a bit stronger sentiment than AT&T, however AT&T is considered stronger and has more reach. This is somewhat understandable considering they have over double the amount of customers.

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Topsy shows somewhat the same thing… that the companies, while each very unique, are even-strength when it comes to social. 

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Social Analytics – T-Mobile vs AT&T

On Social Mention it looks like there isn’t a clear winner between T-Mobile (left) and AT&T (right). T-Mobile wins slightly with respect to sentiment, however AT&T is considered stronger and has more reach. This could be because they have more services, subscribers, etc.

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Topsy shows roughly the same trend. T-Mobile is somewhat even-strength with AT&T.

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North Helpline – Helping Feed Seattle’s Hungry Since 1989

 

As many of you know, I’m one of the contributors to Washington Food Security, a resource that gives you the best information pertaining to how you can help feed the hungry in Washington State. We’ll be launching soon, but in the meantime I have been doing more research on all the great organizations we will look to support and network with.

To this end, the first organization I’m reviewing is North Helpline. This impressive non-profit has been helping our fellow neighbors in the Greater North Seattle, Lake Forest Park, Kenmore, and Southern Shoreline areas since 1989.

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The organization appears to have one full time employee who contributes to their social channels.

The message that North Helpline seems to be getting across is that donations from our community really make a difference. In addition, the organization also does a great job of informing followers of upcoming legislature and how they recommend voting.

Lastly, North Helpline is looking to reach anyone who has an interest in helping the hungry in the greater Seattle area. People can help by providing food or financial support. I strongly encourage you follow the organization on Facebook and on Twitter, and give all you can.

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T-Mobile vs. AT&T: War for Wireless Consumers

Over a year ago, T-Mobile began a revolution to change the wireless industry for the betterment of the human race. In addition to earnings releases, the company periodically holds major press events to announce their latest “un-carrier” move(s) to improve the lives of wireless consumers. To this end they have no shortage of fresh material for conversations using social media. Many cases T-Mobile takes direct shots at AT&T.

Meanwhile, in a galaxy far, far away, AT&T has been playing defense. The company has been increasing its use of Twitter promote iconic device launches (e.g. Samsung Galaxy G5) and engage customers, when they aren’t taking credit for sponsoring events (this week it’s the Masters, last week it was March Madness). Interestingly, at the time of this submission the company’s Facebook page hadn’t had a post since April 7th. Employees respond quickly to customers however responses tend to be on the boilerplate-side.

The clear winner is T-Mobile. There’s tens of thousands of “breakup letters” now orbiting in the social universe that drive impressions and a testament to customer satisfaction. In addition, T-Mobile’s CEO John Legere has been using Twitter for about a year, working with @TMobile to own and answer questions quickly at all hours. John engages customers, the media, and shares what he’s doing (e.g. you might have heard he’s a big Macklemore fan). These two efforts coupled with countless others led to the company adding 4.4M customers in 2013. Something’s working, and despite my bias, it’s undisputable they have some good momentum building.

How many channels do they participate in?

Both companies participate in Facebook, Twitter, YouTube, Instagram, LinkedIn, Google+, company blogs, press releases, conduct interviews with tech bloggers, etc.

How often they participate in these channels?

T-Mobile – Answers questions 24/7. Twitter is the main channel of communication. Facebook named Top 5 Socially Devoted Facebook Brand by SocialBackers for Feb 2014 (AT&T not on list).

AT&T – Answers questions 24/7. Twitter multiple times a day, but Facebook every couple days.

How engaged are their communities?

T-Mobile –

  • Facebook = 5.0M likes, 15k active conversations
  • Twitter = 82.2k tweets, 314k followers
  • YouTube = 31.1k subscribers
  • Instagram = 222 posts, 23.3k followers, 79 following
  • LinkedIn = 111.1k followers
  • Google+ = 72.2k followers, 14.8M views
  • JohnLegere (T-Mobile’s CEO) = 4.8k tweets, 131k followers

AT&T –

  • Facebook = 5.6M likes,  21k active conversations
  • Twitter = 35.4k tweets, 449k followers
  • YouTube = 37.0k subscribers
  • Instagram = 587 posts, 12.9k followers, 162 following
  • LinkedIn = 328.3k followers
  • Google+ = 33.3k followers, 6.6M views

Do they have a social culture or is it simply a marketing exercise?

T-Mobile appears genuine in how they leverage social media. It seems like their un-carrier movement is not only inspiring customers to become sales associates, but the company’s employees to innovate on behalf of customers in every area of the business. This has led to inventive ways to drive network effects via social media. AT&T is getting better at using Twitter, but overall the company’s tone lacks excitement and authenticity.

*Disclosure – I am an employee of T-Mobile so #YMMV

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