Comments on: It Pays to Listen: Avaya’s $250K Twitter Sale

By: Three New Required Roles for your company (#1): CIA Operative « CRM Strategies Blog

Tue, 26 Jan 2010 17:47:23 +0000

[...] thinking companies are listening, but that’s just the first step. Want a case study? Here’s an interesting one about Avaya, who turned listening not only into more data about what… Possibly related posts: (automatically generated)BlechNew Beginnings…a new role, a new [...]

By: Tips on leveraging Twitter for Social CRM purposes | 2020 Social: Because Business is Social

Fri, 22 Jan 2010 05:07:24 +0000

[...] actual store. More prominent organizations who have used Twitter to close deals are Avaya – who finalized a $250,000 sale from a single Twitter post – and Dell Outlet which recently announced that revenue from the twitter account reached $6.5 [...]

By: My Social Media wishes for 2010 « Aneta Hall’s Blog

My Social Media wishes for 2010 « Aneta Hall’s Blog — Mon, 14 Dec 2009 05:23:22 +0000

[...] • Avaya makes $250K from single tweet through needs-based listening & engagement [...]

By: Nick Kwiatkowski

Nick Kwiatkowski — Sat, 05 Dec 2009 15:41:17 +0000

Avaya has been great on twitter. In simple comments, I've gotten access to great resources, help with documentation, and access to engineers that would have required sitting on the phone for days. The entire team behiend @Avaya and @Avaya_support (along with many of their sales teams that are on Twitter and Facebook) have been very extremely helpful, which makes existing customers feel better about their purchasing decision, which in turn gives great word-of-mouth to others in the industry.

By: facebook-697829041

facebook-697829041 — Sat, 05 Dec 2009 13:41:51 +0000

Casey, great article. As a social media advocate inside of Avaya, I am enjoying being part of the business (and culture) transformation. It starts with the people (it's social, duh) and it is now being reflected in our technology. Leveraging social media as an “interaction channel” within our customer service solutions is exciting.

By: Social Media Buzz Plus 11/20/2009 @ Dannie Speaks

Social Media Buzz Plus 11/20/2009 @ Dannie Speaks — Wed, 25 Nov 2009 04:06:44 +0000

[...] It Pays to Listen: Avaya’s $250K Twitter Sale – Social Media Examiner [...]

By: The Business Case for Twitter for Services Firms

The Business Case for Twitter for Services Firms — Mon, 23 Nov 2009 10:26:42 +0000

[...] recent case study on the site, It Pays to Listen: Avaya’s $250K Twitter Sale by Casey Hibbard is worth a read. It details how communications giant Avaya has integrated social [...]

By: Courtenay Pitcher

Courtenay Pitcher — Tue, 17 Nov 2009 21:23:37 +0000

Hi, I'm wondering. Did the 58 character message go out as a reply or a direct message back to the customer when Denay said he “wrote” back. I have a very controversial post on my VernonGirl blog site today about Direct Messaging customers, so I'm wondering if it was a reply or a direct message. (I hope it was a direct message.)

By: Hareesh Tibrewala

Hareesh Tibrewala — Tue, 17 Nov 2009 00:15:55 +0000

Great article Casey. Enjoyed reading it. I run a social media monitoring company and found this case study very insightful

By: axelschultze

axelschultze — Mon, 16 Nov 2009 18:41:50 +0000

Great case Casey. Avaya is a strange company. I remember that their customers circulated a list of sales people and their phone numbers because it was impossible to reach anybody in Avaya - not even customers could talk to them. But as so often - things need to get REALLY Bad to wake up. :-) Glad they are waking up. I'm glad because it is good for the entire economy when large companies redesign their customer experience model and become more successful.

Axel
http://xeesm.com/AxelS