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What Does Customer Experience Mean for Your Social Business

October 21st 2014 at 12PM Eastern

Respond promptly to customer needs. Make sure customer interactions are extremely tailored. Provide the right information to the right place at the right time. These are all the actions businesses must take to deliver a seamless customer experience. However, one person can’t do it. It is even too much for one department.
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How Social Data Powers Customer Experience

October 23rd 2014 at 1PM Eastern

Customer experience—the sum of interactions a customer has with your brand over their entire relationship with you—is the competitive advantage in this era of social business even more than an innovative product or service. This includes researching solutions, evaluating options, and comparing prices. That’s why it’s important to harness social data and analytics. It provides a wealth of insight to help give customers the information they need through the customer lifecycle, across all touch points.
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Unleash Your Advocates: Nestlé Purina Shares the Secrets to Training Employee Advocates

October 28th 2014 at 12PM Eastern

Companies spend an incredible amount of time and money looking for influencers who can create and share content. Before going on that search party why not activate a company’s best advocates and influencers – the employees. Research shows that 135 advocates now have the same reach as 1 million Facebook fans. With metrics like these, you can’t ignore the impact that employees can have when they share brand content across social platforms.
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The Relationship Era: Creating Authentic Customer Relationships in a Cluttered World

November 3rd 2014 at 12PM Eastern

An Albert Einstein quote says it all when it comes to the relationship era in business, "Try not to become a man of success, but rather try to become a man of value.” Simply switch “man” to “brand.” The only way for organizations to achieve lasting success is to create authentic customer relationships. Not even all the money in the world spent on cool social media campaigns, viral videos, or the most micro-targeted online ads will do achieve this.
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What’s Next with Sentiment Analysis?

November 4th 2014 at 12PM Eastern

How do you know your customers’ tone of voice and the nature of their feelings expressed online when all you have is text?
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Capture Your Audience: Fill Your Funnel with Engaged Social Leads

November 13th 2014 at 12PM Eastern

Reaching your ideal customers takes knowing who they are, where they are, and meeting them at the right time on the social channels of their choice. Just as they’re moving through life, your content must resonate and evolve with them to capture their attention. Think of it like getting together with close friends. You know what they like to do, where they want to go, what days and times work for their schedule, and whether text or email is the best way to make plans with them. Understanding all this is what it takes to create and nurture a healthy friendship or client-customer relationship.
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From Data to Direction: How to Convert Social Media Data Into Actionable Insights

November 25th 2014 at 12PM Eastern

A lot of promises have been made about social media data and how it can be used for business intelligence. But when it comes to finding actual insights that drive new business initiatives, organizations often get lost along the way.
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Behavioral Targeting: An Invasion of Privacy or the Next Best Marketing Tactic

December 2nd 2014 at 12PM Eastern

So you checked out a new product on the market but decided not to buy. Isn’t it funny how everywhere you go, from Facebook and Twitter to a blog or forum, you see an advertisement for a similar product? Behavioral targeting is like a slice of heaven for marketers, making it much easier to tailor marketing information specifically to consumers. And consumers avoid seeing irrelevant advertisements. Seems like a win-win situation, right?

Social Media at Work: Employee Advocacy Success Stories

October 16th 2014 at 12PM Eastern

More and more, we hear about companies enabling their employees to be brand advocates. Their social acumen, along with a network of friends and family, bring competitive advantages to the business. Then the statistics drive home the case.

Marketing Automation: Keeping Up with the Digital Transformation of Marketing

October 14th 2014 at 12PM Eastern

No matter your industry, the use of technology to improve the connection with your consumers is a hot topic. As smartphones, tablets, and wearable gear evolve, so must the marketing talent and strategy to manage them. While customers become more tech savvy, traditional marketing approaches don’t get their attention. Mobile devices make it easier for them to consume, buy, and share information on the go. So how can you keep up with the digital transformation of marketing to meet your customers’ expectations?

How Marketing Can Power Engagement: Using Analytics to Deepen Customer Relationships

October 7th 2014 at 12PM Eastern

The foundation of any strong relationship is ongoing trust and good communication, including the connection between corporations and consumers. When companies focus on customer relationships, their goal must be mutually beneficial: satisfied clients who are happy to keep doing business with the brand. This win-win scenario only happens when they join forces.

Protecting Your Brand: The State of Social Infrastructure in The Enterprise

September 30th 2014 at 12PM Eastern

Social media has quickly become the face of modern communications for organizations. It’s shifted from a branding, advertising, and research experiment to a rich, core communication channel for sales, recruiting, customer service, and marketing. While the blueprint has changed, few in the business can actually discern exactly what it looks like. That's because social media is an external communications channel. Unlike email and web communications that corporations, and particularly IT teams own and operate, social communications are only managed by marketing.

Marketing at the Speed of Life: Engaging Consumers When, Where, and How They Want

September 23rd 2014 at 12PM Eastern

As social marketers, we have asked for permission to be a part of consumers’ lives—both in the everyday and big moments. Consumers are willing to grant brands that level of access but we have to earn their invitation—continually. When we get it, what responsibility do we have as marketers in return?

Advocate Marketing Decoded: 5 Proven Steps to Powering Advocates in Retail

September 10th 2014 at 1PM Eastern

As little as 135 advocates will create more engagement and awareness than one million fans, which is why innovative companies like Save-A-Lot are powering their advocates to create and share brand content on social media. By activating customer advocates, brands can not only drive awareness and engagement online, but also drive in-store traffic.

The Mobile Enterprise: Engaging Where Your Customers Are

August 26th 2014 at 12PM Eastern

We’re almost outnumbered. A recent report from Cisco stated that by the end of 2014, there will be more mobile-connected devices than there are people on earth. Mobile is no longer the next movement or coming soon. It’s in our hands. Right now. Consumers are quickly adapting to using their mobile device to consume content whenever and wherever they want.

Engaging Employee Advocates: How Electronic Arts is Activating Employees to Amplify the Brand’s Message

August 19th 2014 at 12PM Eastern

Engaged employees are more productive, have longer tenure and are enthusiastic to be brand advocates for their companies. It should come as no surprise that companies with highly engaged employees outperform those with low employee engagement by up to 200%. That’s why EA is powering employees to become brand advocates to increase employee engagement, amplify the brand’s message, and increase awareness.

Allocating Resources Across the Marketing Mix: Where to Spend Socially

August 12th 2014 at 12PM Eastern

Allocating resources across the marketing mix is a lot like gathering the ingredients for a cookie recipe. You’ve got to determine the right ingredients and proportions for a delicious result. You want the finished goodie to delight cookie lovers—from positive comments and advocacy to second helpings and a commitment to your cookies. Although there are many good cookies out there, there are a multitude of options for consumers to research, engage, and build a relationship with your particular cookie, or brand.

Transform Events into Meaningful Experiences: Lessons in Real-Time Marketing

August 5th 2014 at 12PM Eastern

While customers are more distracted than ever, the only things to capture their focus are the virtues of the present: relevance of time, message, and personal value. However, global public sporting events don’t happen every day. Neither do national holidays. Building awareness, preference, and brand-consumer relationships takes an everyday focus on real-time relevancy. Brands that listen to consumers in their day-to-day lives, tap into their mindset, and engage with response-driven conversations, strengthen customer relationships, and build brand loyalty and purchasing power.