Hundreds of thousands of customer conversations happen on social media every day. Learn more about social listening on the next #SMTLive webinar. Register here.

brand engagement

Take Social Customer Service Beyond Your Own Walled Garden

It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scalable response process beyond your branded onsite community. Knowledgeable social media and customer service leaders must support programs...
August 26, 2014
The BTS shopping ritual itself has been transformed by digital and shifting trends in consumer shopping behavior. Based on data from the National Retail Federation, 25% of back to school shoppers are expected to hold off until 1-2 weeks before school starts. Budget-conscious family shopping behavior is also reflected in the NRF’s data, which shows a 20% increase in delayed shopping over last year.
August 04, 2014
Is Twitter part of your social media marketing mix? It should be. With more than 550 million registered users, it is a force to be reckoned with. 66.7% of all public brand mentions on social media happen on Twitter. Some recent changes have made the platform more visual and engaging, including the ability to add photos and Vine videos that are visible in timelines, enabling brands to stand out from the pack.
July 20, 2014
When I first started to describe Game Thinking, I talked about gameful design or game-inspired design. Part of me was always split about what I really meant. These ideas were based on user interface more than anything.
June 22, 2012
Here are a few step-by-step tips to help you utilise QR codes to their full potential. While not strictly "social media," the successful adoption of QR codes meshes well with the trend toward more expansive social use of mobile handheld devices. Maybe best practices will help.
January 11, 2012
Nearly 90% of consumers surveyed said they’d be either somewhat less likely or far less likely to do business with that company in the future if confronted with this... and it involves the word "no."
January 06, 2012
Here's even more proof that brand managers and all marketers are failing to realize the real reason people interact with their brands via social media.
June 24, 2011
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August 05, 2010
While some try to save the world with advertising, others just perfect advertising's single target: selling stuff by great ideas which add virtue and value. For doing that you need an in-depth understanding of the brand, the consumer, the specific usages and attitudes. Not the glamorous 'commercial...
December 07, 2009
Source Mobile phones are rapidly emulating the capabilities of desktop and notebook PCs, serving as one of the three screens of the Golden Triangle that captures a bulk of our attention and interaction. As the social web evolves, attention is shifting away from destinations and migrating towards...

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