This looked pretty interesting.
This company called COTWEET ( twitter tool for companies) offered beta users access to its services. (I currently use www.Hootsuite.com) . While beta services are not impressive, Cotweet also offered users the opportunity to join a “cohort”. (See below).
It looks like participants in the cohort are going to be facilitated through a discussion of the product, and product use on a regular basis so that they can provide each other with tips and tricks. The company learns as the customers learn. Cotweet gets credit for connecting their users into a peer-to-peer network and taking advantage of the energy around twitter.
I can’t imagine a similar model working in all products (TurboTax cohort anyone?) . But when there is a pent-up demand and new “open ground” no experts or right or wrong answers (such as in the social marketing space) this cohort idea seems like it's going to be an effective additional customer service.
I have signed up to be a part of a cohort so that I can better understand Jerry's methodology. I also want to see how different our experiences in the nonprofit sector, compared to some of these big corporate clients.
The CoTweet Cohort allows participants to share knowledge, experiences and ideas about the effective use of social media among themselves through bi-monthly conference calls and an online forum for ongoing communications. The cohort will also provide ideas for future development of the CoTweet platform.
The CoTweet Cohort will be facilitated by Jerry Michalski, a highly respected technology consultant. Based in San Francisco, Michalski is a member of CoTweet’s Advisory board.
According to Jerry, “Twitter offers companies a brand new way to connect that’s not as expensive as a call center, as indirect as a blog or as opaque to the world as CRM systems are. Tweets happen in public. But as traffic increases, employees can step on one another’s toes, confusing customers. CoTweet is designed to prevent that, creating a smooth experience on both sides. This Cohort is where we’ll fine-tune that process.”
In theory, I would love to organize a customer-service cohort around Green Media Toolshed or the work that we do with any of our other campaigns or clients.
Would GMT’s communications people join a cohort on pitching bloggers? Or reaching out to journalists?
Related articles by Computer
- Downsizing the Verbal Economy (blogs.harvardbusiness.org)