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The Top 10 Things You Never Want to Do with Social Media – avoid like the plague
Image: zwola fasola /Shutterstock
You've heard it said before, what you put on the web, stays forever! But how many people really heed this sort of advice? I have been trolling through the internet in my research for the top 10 things that you NEVER want to do with Social Media. I bet you're already doing some of these things. [read more]
In Social Media, It’s the “Nice Guys” Who Win | Accountability |Customer Service | Leadership #custserv
People everywhere on this planet are using social media. Whether it be Facebook, Twitter, Linked In, Pinterest, you name it, we are all using social in one form or another. Because of this, (smart) corporations have had to respond. As a business, you want to be where your clients are, you want to understand them, you want to be “friends” with them, and have them “like” you. [read more]
Nissan Embraces Social Media to Improve Customer Experiences and Foster Advocacy
In this episode of (R)evolution, Nissan’s David Mingle, Director of Customer Management and Erich Marx, Director of Marketing join me for a refreshing conversation about social media’s impact on business transformation, customer experiences, and building an adaptive business model to learn and evolve based on new opportunities. We... [read more]
Social Media vs. Email — Are We Asking The Right Questions?
Image courtesy of author's blog
While announcing the death of e-mail is a bit premature, it’s absolutely a reality that the paradigm of communication has changed. There has been a flurry of articles lately about giving up email completely, as well as criticisms of such an approach. I think what’s more valuable than claiming the victory of each of the extremes is the... [read more]
2012: The Year Social Marketing and Social Customer Service Get Cosy
Image: Laura Berger/Flickr(creative commons)
Gartner has predicted that the marketing budget dedicated to customer loyalty and retention will double by 2015. Two-way conversation is new for this department, and to make an impact in social media it will be necessary to redefine its role – taking notice of many priorities that typically lie with Customer Service. [read more]
Using Social Media to Build Relationships
Photo credit: hh5800
A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses of social media is to build and deepen relationships with customers – be they consumers, clients, donors, or constituents. I predict this... [read more]
The State of the Blogosphere 2011
Image: Courtesy of Shutterstock.com
When you think about social media, what do you envision? Twitter, Facebook, YouTube, Foursquare? If you’re like me, blogs would have made the top of the list. But how can blogs survive in a time when the attention of connected consumers is not only precious, it’s elusive. [read more]
Is Social Media The Right Tool For Gaining New Customers?
Many times when visiting with people about social media, it is discussed as a tool for acquiring new customers. This is often the case in traditional marketing and advertising as well. Ironically, for many industries, it costs more money to acquire new customers than it does to sell to current ones. [read more]
Tuesday Tip – Scheduled 'Real Time' Messages
Social Media is all about NOW! People want to find out what is happening, what is being discussed and who is doing what. With more and more people using app friendly smart phones, the world has become even more instant. Scheduled Social Media Messages While you may be planning your social communications far in advance, it does not mean... [read more]
The Social Customer Experience: Are You Adding Value?
With the socialisation of the commercial world, the customer experience is taking up a central position in business. But what is a great customer experience? What do consumers really expect from brands in social media? Social media managers have a thing or two to learn from the call centre on how to nail customer satisfaction. [read more]
How Many Social Media Personalities Do I Need?
Photo credit: Stebaneze
“Should I have a personal and a professional account? Should I keep them separate?” I get this question all the time. Or this: “I have many interests, wouldn’t I want to tweet them to different accounts so that people can choose to follow what they want?” My answer has been and will always be to have one account, and here are some... [read more]
Study: 65% of Adults Online Now Use Social Media Sites
A new report from the Pew Internet & American Life Project on social media reveals that nearly two-thirds of adults on the Internet say they use social networking sites such as Facebook, Twitter, and LinkedIn, up slightly from a year ago. [read more]
The End of Social Media 1.0
I would like to talk about an inflection point in social media that requires pause. I am not suggesting that there will be a social media 2.0 or 3.0 for that matter. Nor do I see the term social media departing our vocabulary any time soon. [read more]
There are Three Kinds of Lies: Lies, Damned Lies, and Social Media Metrics
Image: Courtesy of author blog
Manipulating numbers to support weak arguments is a common practice. The process is simple. All you have to do is gather information that supports your point, hide the data that doesn’t, and present it to an unsuspecting audie [read more]
Social CRM: A Customer-Oriented View on the State of Affairs
Image by Digitalart
I have spent the last week talking about CRM and SCRM to three retail companies. They cover different, although overlapping ranges and are of very different organizational maturity states. They are also on different positions on both, the CRM and SCRM scales. What they have in common are a desire to have a 360 degree on their customers... [read more]
Niche Blogs Help You to Win More Customers
When you think of having a web presence, the first thought that probably comes to mind is establishing a blog. Most companies have a blog by now whether it’s updated on a regular basis or even just now and again. But if one blog is good, wouldn’t more be better? A blog can be an excellent tool to not only set you apart but also to... [read more]
Announcing Hands-On Training from Social Media Today
This is an incredibly exciting day for all of us at Social Media Today-- we are launching a brand new enterprise: Hands-On Training led by social media expert and world-renowned instructor Eric Schwartzman. We’re doing this in order to connect our membership around the world with the best social media educator and facilitator we could find, to take that experience to where you are, and to create a format that will make for an intense, give-and-take, personal experience. [read more]
The Social Customer Leadership Forum [Featured Event]
Join The Social Customer's CEO Robin Carey and 75 senior marketing and communications leaders from leading brands, agencies, and technology companies. July 20th in New York City. [read more]
Empowering Human Movements: 7 Observations about the State of Social Business
Like a room full of toddlers, the industry is learning to walk. There have been starts, stops, over compensations, disparity amongst players in general understanding and development, and in some cases, the harsh realization that we’re just not quite ready to do what we want to do. [read more]
What's Next for Customer Service?
Photo: Michael Oh/Flickr (Creative Commons)
Forgive the hyperbole, but the social customer really is driving customer service as we’ve come to know it to the precipice of irrelevancy. [read more]
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Social Media Results Conference: Engage. Communicate. Measure. Profit.
When: Wed, 2012-05-23 08:30
Interactive Communication for the Transport Industry
When: Tue, 2012-07-10 08:23
INBOUND 2012
When: Mon, 2012-08-27 08:00
Excellence in Customer Service: Supporting Better Quality and Delivery of Service
When: Wed, 2012-09-26 08:00
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When: Wed, 2012-09-26 11:58
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