April 21, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Jan 15 Posted 1 year ago Interesting article thanks for the POV and insights. A few thoughts to consider: * Privacy regulations vary by country this will result in fragmentation of insights. Global dashboards will be crippled by a lowest common denominator phenomenon. Result is continued reliance on local management with deep ties to cultural issues and usage behavior. * Data regulation and privacy legislation is on the rise with very substantive penalties being pursued in places like EU * New business models and tools are developing to address privacy concerns. Concern for privacy typically is expressed by 60% of internet audience and tools and services like Duckduckgo are on the way to empower consumers that seek to retain their privacy. These informed consumers may opt out of the data pipe. * Distillation of actionable insights from non-structured data analytics is more art than science at this time, good decisions and automation are a ways off. Need for good empathetic managers with feel for customers will still be required. * An enterprise contact strategy for customers is difficult to enforce. Marketing will likely develop policies/rules but then rely on specialized functional groups and more empowered to address customers needs to engage consumers. * Contact strategy will need to address marketing, sales, billing, support, account management and potentially others functional teams and external white labeled vendor/partner organizations. While business intelligence and customer insights will continue to improve marketing 2014 is not a nexus point. This is a continuum of innovation and it will evolve over the next 5 years into a sensory network and automated personalized response engines. Many companies will try to look for savings in automation. These brands may lose a human element and the accompanying positive sentiment that drives preferences. http://www.linkedin.com/in/frankjramirez/
Jan 14 Posted 1 year ago
Finally a social media practicioner who gets what social marketing was designed to do. ( and apparently knows how that without a true understanding that marketing is the lynchpin to its success is doomed to die a slow death. I have to laugh at the the so called social media :mavens" who are totally clueless,
ans think 200 likes on Facebook mean something. Without quantifiication,and the ability(and knowledge) to hopefully build an ongoing relationship with your customer or client makes social media irrelevant.
Its no wonder major Fortune 500 companies are hiring marketing experts, NOT bloggers to RUN their social media programs!!! Any highschooler can blog , which if the results of their efforts cannot be measured are USELESS!!!!!