(^381) ■
INDEX
forums. See also support forums
discussion, 13, 54, 74, 224, 276,
280, 295
as social business element, 63, 64
Found Animals, 263, 265–266
Foursquare, 67, 73, 174, 195–197,
198, 320, 321, 347. See also
Tw it t er
Freescale, 9, 65, 329
Freestyle vending machines (Coca
Cola), 9
frequency of posts (influencer
analytics), 149
Freshbooks, 116–117, 118, 119, 172
Friend2Friend, 94, 322–323
friending, 15, 31–32, 102
friends
Facebook and, 324
“friend finding,” 302
“friend suggestions,” 299
Slide’s Top Friends, 103, 324–325
“suggested friends,” 297, 300,
309
“3D friends,” 261
Twitter and, 324
Friendster, 309
future-oriented process
(collaboration), 39
G
G1 Mobile, 90, 223
game-based sharing, 191, 195–197.
See also Foursquare
gaming. See also Foursquare
gaming-like point system, 67
as lifestyle-based social object,
267
Gartner, 342
Gatorade social media mission
control, 114
gauravonomics.com, 16, 26
Gaurida Azul, 91
“Gautam Ghosh Talent
Communities,” 286
General Motors, 213
Gephi, 178, 206, 207, 291, 304, 307
Germany’s Tchibo, 236, 335
GetSatisfaction, 207, 236, 338, 347
Ghosh, Gautam, 246, 286
Gigya, 240
Gilbertson, Scott, 13
Gilbreath, Aimee, 265
Gilliat, Nathan, 131
Gist, 238
global applications, of Social CRM,
347
Global Content Study (Accenture), 47
“gluttonous social behavior,” 197
Godrej, Adi, 344
GoJiyo, 344
Gold’s Gym, 94, 223
The Good Guide, 89, 90, 140, 341
Google
Engeström and, 257
OpenSocial and, 237, 310, 315
social graph API, 42, 298
T-Mobile and, 223
Google Alerts, 114, 168, 238, 239
Google Analytics, 144, 154, 155, 158,
- See also Web analytics
Google Docs, 223, 328, 330
Gordon, Josh, 321
GotVoice, 340
Gowalla, 196, 305, 306. See also
Foursquare
GPS, 195, 196, 198
Grasshopper, 48–49, 146
“Great Driving Challenge,” 100
Greenberg, Paul, 39, 50, 231
Griffin, Kathy, 46
Groupon, 340
growing social graph, 297
GSD&M idea city, 56, 58, 117, 283
guitars (“United Breaks Guitars”
video), 39
H
“Hans and Franz,” 194
Happe, Rachel, 34
Harley-Davidson, 206, 309
HARO (Help a Reporter Out),
194–195
health care example, 72–74
health-care presentation (Slideshare),
330
“Hear me now, believe me later,” 194
heartbeat, 131. See also Sysomos
Heartbeat
Help a Reporter Out. See HARO
“hidden experts,” 132
high centrality, 307
high talk-value touchpoints, 118
“higher calling,” 56–59, 64, 104,
176, 178
Hill, Tom, 194
Hindustan Times, 209, 210, 236
holistic, social business as, 9–10
Homeaway, 6
homophily, 291–292, 293, 313, 314
hope, Social CRM program and,
239–240
horse-drawn carriages, 213
hospital tweet, 73
hospital/health care example, 72–74
HP, 91, 104, 276
HP Enterprise Services (formally
EDS), 276
HSBC, 178
Hsieh, Tony, 244
Hsu, Michael, 293–295
Hub Network, 127
“The Hub,” 277, 278
Huffington Post, 19
“Hunger All-Stars” program (Tyson
Foods), 270, 271, 272
Hungerbuehler, Marcel, 119, 120
I
I Love You More Than My Dog
(Bliss), 321
IBM
IdeaJam, 236, 238
PROFS, 76
social computing policies, 34, 69,
76, 105, 189
WebSphere, 124
idea city, GSD&M, 56, 58, 117, 283
IdeaJam (IBM), 236, 238
“Ideas” platform (Salesforce.com),
70, 177, 207
IdeaStorm (Dell), 91, 92, 193, 321,
340
ideation, 335–338, 346
ideation tools, 75, 207
Dell, 75
“Ideas” platform (Salesforce.com),
70, 177, 207
“My Starbucks Idea,” 25, 26, 96,
176, 193, 206, 252, 253, 337
Posterous blogging platform, 99,
178, 206, 207, 291
identification
of influencers, 9, 25, 41, 50, 91,
150–151, 168, 169–171,
242, 346
of social objects, 263–264,
266–272
identit y. See also profiles
corporate blogs and, 84
Facebook and, 319
Lasica and, 83, 318–319
“one identity, multiple
communities,” 310
social applications and, 318–320
social profiles and, 82–84
Twitter and, 319
ignoring change, 185–189
Inc. Magazine, 48
India’s Café Coffee Day, 186–187,
188, 225, 236
Indium, 178
influence (customer influence)
measurement of, 312–313
new role of, 37–40
influencer analytics, 149, 312
influencer dashboards, 41, 42, 150
influencer relations, 47–49
influencers. See also BuzzStream;
Rapleaf
identification of, 9, 25, 41, 50,
91, 150–151, 168, 169–171,
242, 346
spot influencers, 306–307
Informatica, 238