- Content Marketing
When Your Customers Become Your Contributors: Brand Journalism Meets TraditionalGoogle Is Changing the Close Variant Matching Option in AdWordsBefore You Invest in Online Advertising, Do This!Native Advertising: The New New Thing or a Race to the Bottom? [VIDEO]
Technology & Data
Data and Creativity at the Social Shake Up: Defining Your Data-Driven Social CampaignTalking Strategy and Data with Shannon Lee of Precision StrategiesNew IBM Study Reveals 3 Key Characteristics of the Most Successful CompaniesMinority Report: Confronting Privacy Issues in Big Data Gathering
- Tech & Innovation
- marketing automation
Social Startups: Moment.me Captures a 360-Degree View of The Social Shake-Up 2014Hootsuite Partners With Syracuse University to Bring Social Media Savvy to College StudentsThe Best Hyperlapse VideosThe Best Content Moderation Tools for Busy People Who Don't Have Time for That
Social Change Agent Survey: Passion, Skill Set, and Persistence Lead to Career GrowthThe Social Shake-Up Attracts Wide Breadth of Brands and IndustriesThe Social Shake-Up: How CMOs Drive Innovation and Revenue GrowthThe Social Shake-Up: The Future of Social Business
- Small Business
- Social Organization
Recap from the First-Ever Employee Advocacy SummitFormer IBM Senior Advisors Launch Brands Rising to Build Employee Advocacy ProgramsPerformance and Risk Management Through Social Media TrainingEmployee Advocacy Summit: Advocate Stories from the Field
- Customer Service
Join us September 15th in Atlanta for The Employee Advocacy Summit and learn how to unleash the power of your employees.
Post your event here and we'll share it with our community. If one of our members is featured, we'll promote as well on their profile.
- Marketplace & Webinars
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Our whole definition of "customer facing" is under attack as companies realize (or should) that a lot of activities outside of sales, marketing and customer service are just as important to delivering experiences to customers that meet expectations.
We are already wading deep in the postdigital waters; our relationships to digital have evolved from technological obsession to an interest in enhancing the human experience. Many of today’s digital brands have caught the mobile current and are working hard to navigate the streams carrying them into the multichannel, postdigital age. Brands that make customer experience their guide are in for a thrilling journey that just might lead them to an ocean of digital possibilities.
Organizations in the midst of digital transformation need to take another look at how they are managing overall customer experience throughout the complete customer journey. And when they do so, they will realize that social technologies are key in creating connective tissue across that journey. Social is not a channel, it's a core competency of marketing in the post-digital world.
A few years ago, when I would mention “customer experience” to business people, I often received the same response. Smiling, nodding, then brushing me off completely. It just wasn’t important enough to them. But slowly but surely companies are beginning to realize there is value in not just acquiring the customers, but retaining them.
Michael Dell said it best: “We’re a company with big ears” – a good thing considering there are more than 25,000 online conversations about Dell each day in English. While that number can be overwhelming, it underscores the wonderful opportunity social media offers for companies to listen.
At Dreamforce last Fall, Salesforce introduced its new platform offering, Salesforce1.This week I attended the World Tour event in NYC for Salesforce1 and spent some time talking to Salesforce execs and an assortment of customers about the platform.
The phenomenon of big data certainly comes with big promise. After all, having terabytes of data on customer history and behavior is certainly better than trying to extrapolate from just a few data points. The good news is, there are technologies and tools that make it much easier to find the gold hidden in the data—and use it to refine your online marketing with laser precision.
The proliferation of self-service tools will further expedite answer flow and heighten conversion rates for savvy businesses. Companies should consider these guidelines when devising their online customer service strategy.
Like Abbott and Costello and their "Who's on First?" routine, the new double act seems to be customer relationship management (CRM) and customer experience. Indeed, they are strange bedfellows.
This stylist who gets $950 cut is offering an experience that people value. His studio also offers contrast pricing, and if you don't think this works, check out his waiting list.