Community Experience Management posts, articles, and infographics

10 Top Sales Trends for 2012: Staying Humble and Hungry

February 3, 2012 by Josiane Feigon
with 35 views

In 2012, you will find that companies continue to sit on their cash reserves, and stressed-out consumers continue to postpone purchases — just because they can. [read more]

Komen and Planned Parenthood: The Pace of Social Media Outrage

February 3, 2012 by Alyson Stone
with 60 views

Image: Mark HIllary/Flickr(creative commons)

When The Susan G. Komen Foundation took the unexpected action of cutting off funding to Planned Parenthood, they triggered an event that represents the power and reach of our increasingly social communication [read more]

Social Customer Engagement Models That Don't Suck

February 2, 2012 by Adam Metz
with 37 views

Before we can examine the Four Social Customer Scenarios—where your brand is, currently, in relation to your social customers—we must look at the Social Customer Engagement Models, the “where” of the social customer, within your organization. [read more]

What’s Love Got to Do with It? The 3P’s of Identity (guest post)

February 2, 2012 by Brian Solis
with 10 views

Image: Shutterstock.com

While we only get the chance to vote for President every four years, we cast thousands of votes each day in other ways. We vote with our time for leisure activities. We vote with our attention in the barrage of advertisements to which we are exposed. We certainly vote with our wallets on purchase decisions amidst a sea of competing options. [read more]

Super Bowl Ads 2012: Is Nostalgia the New Black?

February 1, 2012 by Jennifer Roberts
with 108 views

You’ve probably noticed it yourself. Matthew Broderick revamping his Ferris Bueller role to promote Honda, the Star Wars Barking ad for VW, and Seinfeld endorsing Acura. The 80′s and 90′s are having a big influence on the creative for this year’s Super Bowl Commercials, even Madonna is showing up at half-time. But is the audience recognizing and responding to these references? [read more]

Symbiosis: Customer Experience and Business Process

February 1, 2012 by Julie Hunt
with 175 views

Image: BP Trends.com

Now from the customer perspective, which is what upper management should have as top priority, interactions with most companies are becoming more and more a multi-channel journey of multiple touch points that are used to communicate, gain information, compare vendor offerings, seek assistance, make purchases, register complaints, and so on. [read more]

Should Brands Be Allowed To Filter Their Facebook Timelines?

January 31, 2012 by Jon Burg
with 38 views

Image courtesy of author's blog

Facebook's Timeline offers a summary of the user's FB life based on an algorithm that is in my experience, pretty reliable.Recent rumors suggest that brands may be getting their own Facebook Timelines as soon as the end of February. This unique platform would pose a number of challenges for a number of major brands, many of... [read more]

Which Department Should Lead Your Social Media Activities?

January 23, 2012 by Luke Brynley-Jones
with 314 views

Image: Courtesy of author blog

Deciding who takes the lead on social media is one of the biggest questions that big brands (and lesser mortals) are facing today. [read more]

Strategy 2012: Random Acts of Connection

January 19, 2012 by Michael Pace
with 32 views

I first heard the phrase “Random Acts of Connection” at last year’s SXSWi during a panel hosted by friend, mentor and fellow community manager Jim Storer. Loved it. Random Acts of Connection is sort of Community Management 101; its the act of bringing together two or more people who have a similar interest or bringing people to data/information. [read more]

Best Buy Customer Service Still at Odds

January 18, 2012 by Douglas Hanna
with 75 views

Image: matteston.nomran/FLickr

Best Buy just can’t get it right, and customers continue to complain. Even the company’s promotion on used videos this weekend piled up consumer complaints as customers couldn’t find what they wanted in either the stores or online. [read more]

The Social Customer, excerpt 6: Why TSC?

January 17, 2012 by Adam Metz
with 23 views

The social customer is the type of customer brands have essentially been dealing with since consumer-generated media began. [read more]

Customer Satisfaction Can Still Be Satisfying, Even When It’s Not Enough

January 17, 2012 by Dr. John R. Miller
with 43 views

Customer satisfaction is not a poor measurement unless it happens to be where you stop in the progression of moving your customers. In other words, customer satisfaction is only a problem insofar as most companies who measure it seem to settle for satisfied customers. [read more]

Digital Trends: Strategies for Reaching and Influencing Connected Consumers

January 16, 2012 by Brian Solis
with 151 views

Image: Courtesy of author blog

In 2011, the digital landscape underwent a significant shift that will have profound effects on business in 2012. The challenge is that hardly any business leaders noticed. That’s not their fault however. [read more]

5 Ways to Mobilize Communities for Social Good

January 11, 2012 by Maggie Fox
with 101 views

Image: Talkindie/Flickr(creative commons)

If you’re thinking about running a campaign for social good, for yourself or for a client, what can we take away from the successes of others -- particularly celebrities? [read more]

The Social Customer: Early Efforts

January 9, 2012 by Adam Metz
with 49 views

Image: Diana House/Flickr(creative commons)

Companies have been engaging and selling their wares on the Internet since the pre-Web days, in the early ’90s, and this is no longer an immature discipline. The fresh-faced college graduates who launched the first consumer-brand Web sites are now 39 years old. Those days are two-thirds of a generation behind us. [read more]

Five Social Media Hang-Ups to Avoid Like the Plague in 2012

December 28, 2011 by Joe Cox
with 226 views

Image: Courtesy of author blog

There is no better time to take a hard look at your social media program than the beginning of the New Year. Chances are you’ve already turned in your 2012 plans and your 2011 year in review, which gives you this nice little break to really reflect on your program or even begin to build one if you’re just beginning to activate online customers through social media. [read more]

Putting a 'Face' to Our Customers

December 28, 2011 by Dave Brock
with 38 views

Photo: Hans Voom/Flickr(creative commons)

It’s magic how people’s attitudes toward the customer change when they can put a face to the customer. [read more]

Buying Has Nothing To Do With The Product We Sell!

December 23, 2011 by Dave Brock
with 47 views

The real problem is we are focused on selling. Our customers should be focused on buying, but they really aren’t, they’re focused on solving problems or addressing opportunities. Most of our customers’ difficulty in solving problems or addressing opportunities has nothing to do with the solution. [read more]

‘Tis the Season to Show Appreciation to Your Online Community

December 22, 2011 by Mike Merriman
with 36 views

It’s the Holiday season. The time of year to reflect on the past year and to look ahead to the future. It’s also the time of year to show the ones you love how much they are appreciated by giving gifts. That makes it a great time of year to show the members of your online community just how much you appreciate them and their... [read more]

American Airlines, et al: No humor – no social

December 22, 2011 by NickJohnson
with 72 views

Poor American Airlines, they had a PR fiasco due to kicking Alec Baldwin off a flight. We get it, FAA regulations are no laughing matter, and your staff was apparently just doing their jobs. But did posting a rebuttal on Facebook actually help the situation? [read more]