Posts Tagged ‘Twitter’

Why a Firm Needs a Social Media Team

Thursday, January 6th, 2011

I got home from vacation this week to discover my Dish Network account had been suspended. Evidently there was a billing issue with the auto-payment system and they had not been paid, unbeknownst to us. My wife spent an hour or so spinning her wheels on the phone only to ultimately be disconnected. At this point she was ready to abandon Dish Network, pay the early term fees, and go to Hulu and the networks for access to her favorite shows. Having followed DishNetwork on Twitter for a while, I knew I’d get better service from their Twitter team. It turns out I was right. Here is the story in my wife’s words, posted on her blog.


I have never been a big believer in Twitter. Sure, I follow a few celebs (hello…Conan is HIL-ARIOUS..) but tweet myself?? Yeah right.

That is until tonight. After spending a frustrating 55 minutes on the phone with Dish Network because of billing issues, and then being disconnected while waiting for a supervisor….I was ticked. Ready to cancel, ready to make heads roll in order to make my point. But my tech savvy (geeky….) hubs send a tweet to Dish Network. They immediately responded, and within the hour someone from the Dish Network Twitter Team called us, and not only took care of our issues, but were so willing to provide great customer service that it blew me away.

So, kudos to the Dish Network Twitter Team. I have a feeling you’ve saved many accounts from going elsewhere….mine included.


Dish Network scored on several points. First, they had a social media team. Second, that team was empowered to do things the telephone support crew swears they can’t do. Finally, the service was prompt, reasonable, and satisfied all parties. It really makes a difference when a customer service team is courteous, knowledgeable, and actually does provide support. While Dish Network certainly could do with a major overhaul of the telephone customer support, the Twitter team is outstanding. They will be my first option if a future need arises.

HootSuite Apps Going Free October 13

Thursday, October 7th, 2010

HootSuite, the popular Twitter companion made a pretty major announcement this week. The full HootSuite app will be available for free on both Android and iOS 4 devices. Among the perks in the full version are Ow.ly clickthrough stats, removal of the three account limit, and otherwise enjoying all the other benefits of the full version. Additional features will be added in the coming weeks and months.

If you’ve already paid the $3 for the full mobile version, you will continue to enjoy HootSuite without ads, using unlimited accounts, and viewing Ow.ly stats. It looks like this means the free version will be at least partially ad-supported. There is also some language in the blog post that needs further clarification. It looks like the free mobile apps are designed to augment the paid “non-mobile” HootSuite pro accounts. HootSuite Pro specifically says it is for new users, so I’m not sure if I was grandfathered into the pro version there too. I’ll post an update when I learn more. It is important to note that to benefit by the grandfathering policy you have to have paid for the $3 app before noon PST on October 13, and you must also use the latest version of the app before noon as well. This entails having a HootSuite account as well.

I’ve been using HootSuite as long as I’ve been using Twitter. I have enjoyed the service so far, and it keeps getting better. Now that the mobile version is going to be free, more people will get to enjoy HootSuite. I’ve used the Mobile Lite version on an iPad, iPhone 3G, and my Xperia X10 with Android. It worked great on each device. I recently upgraded to the pro version, so I am looking forward to seeing what is in store.

If you haven’t tried HootSuite yet, I highly recommend it. I prefer it over Seesmic and TweetDeck, though those apps do have their perks. Now that HootSuite Mobile will be free, you have even more incentive to give it a try. When you do, let me know what you think.

Xperia X10 Getting Eclair Update In September?

Monday, August 30th, 2010

Sony Ericsson

Update: Eclair update delayed until the end of October. Learn more

Sony Ericsson’s UK Twitter account has been pretty active regarding the upcoming upgrades. According to the tweet by @SonyEricssonUK, the Xperia X10upgrade to Android 2.1 could occur by the end of September. I say could for the benefit of the US fans. The UK folks should indeed be getting the upgrade “by the end of September.” The other markets will follow suite, while the update will slip into Q4 for those in the rear.

Looking at the above tweets, it shows that September is indeed the month for 2.1. Looking at the second tweet we can see that Sony Ericsson is still having to fight off rumors of multi-touch being part of the update. They’ve been saying for months that the hardware is incapable of multi-touch, yet the rumors have hung on.

The question remaining for the US Xperia owners is whether AT&T has us in the rear or near the front of the line for the upgrade. I had a chance to ask Sony Ericsson some questions last week, and naturally asked about the upgrade plans. I was told that Sony Ericsson is limited by contract with AT&T to not leak any information about AT&T’s upgrade schedule. Apparently AT&T is worried someone might find out they are going to release 2.1 even though by then everyone else will have Froyo. I can respect Sony Ericsson’s position though, as they are bound to the terms agreed to with AT&T. The UK branch doesn’t seem to have such restrictions however. Let’s hope that the US is included in this upcoming round of updates.

As exciting as all the talk about 2.1 and even Froyo is, it is important to remember something about the version of 1.6 on the Xperia X10. It is not the stock version by any means. Sony Ericsson has done a lot of work to modernize the older OS, and there are some Froyo-Esque features like Timescape and Mediascape. The UI masks the OS pretty well. There are some limitations, like the inability to install the new StumbleUpon app (2.1 and above only). These minor issues should be solved with the 2.1 upgrade. Also coming is a patch to convert the video camera to HD. This will also help. The still camera is already at 8.1MP, but the video camera was stuck in WVGA. I’m looking forward to the HD upgrade.

What about you? If you have an Xperia X10, is Android 1.6 really that bad? Are you excited about the upgrades? Let me know in the comments.