Social Marketing: Page 374

  • 45 Signs You Need to Get a Grip on Your Social Media

    You are not alone if you feel that your social media program has gotten a bit out of control. Do you wish you had a social media policy? Have no idea what is being published when by your social media team? Have nightmares about a PR crisis or waking up to see a picture of you passed out at your d...

    By • Sept. 8, 2012

  • Customer Service - An Overlooked Factor in Marketing

    Customer service is more important to your marketing strategy today than many business owners realize. Because of brand exposure via social media, marketing needs to be concerned with the entire customer experience. Companies that provide excellent customer service strengthen their marketing by s...

    By • Sept. 7, 2012

  • Facebook thanks you... but your business plan and customer don't

    Think about this - some might have to think very hard and for once be real honest with themselves - how much time do you spend "marketing" your business on social media? This answer, for most, will be "too long". So, does this mean you should spend less time "thinking social"? HELL NO! By spendin...

    By • Sept. 7, 2012

  • Is It Marketing or Is It Service? Conversocial Brings Both to Odeon

    Odeon, the UK-based company that has been bringing the delights of the silver screen to movie-goers in Great Britain and Europe since 1930, has a new partner: Conversocial, a 3-year-old-startup that specializes in social-based customer service.I spoke last week with Alex Packham, Social Media Exe...

    By • Sept. 6, 2012

  • Five Reasons Why Customers Want Social Customer Service

    Everyone aims to be in tune with their customers, but following them around the web isn't enough. To really deliver a great customer experience, it's important to understand why people go social, and make sure expectations are met. Today, more than ever before, we are now choosing social networks...

    By • Sept. 6, 2012

  • Spredfast Social Engagement Index Tracks Trends in Corporate Social Programs

    Corporations are Expanding and Deepening Social Engagement Strategies, with More People Active on a Company's Behalf, Across More Social Accounts and Conversations Spredfast, a social business software provider for corporate social media management, today released the industry's first Social Enga...

    By • Sept. 6, 2012

  • Really, we CAN work together! (Reducing customer churn)

    I've heard over and over again, "If you're not talking to your customer, someone else is!" This is a typical reflection of the depth of customer intimacy a salesperson has with his/her customer. The concept of selling to a customer, for most salespeople, far outweighs their ability to work with...

    By • Sept. 6, 2012

  • Darth Vader, Lance Armstrong, and CRM?

    I've always had questionable taste in heroes. As a five-year old, I idolized Darth Vader, cheering madly for him to crush those long-haired, scofflaw, pot-smoking Jedi hippies. As an adult, I found a new hero: Lance Armstrong, a man who rose from the ashes of cancer and went on to win the most gr...

    By • Sept. 6, 2012

  • Team Leaders As Performance Coaches

    In my last post on the topic of the changing role of team leaders in Customer Service, I promised more about the skills, daily routines and mindset now required.This is the result of ever-increasing pressure to deliver step changes in customer experience. How that's done is of course a broad top...

    By • Sept. 5, 2012

  • A Social Vacation: How To Maximize ROI on Facebook

    When I started researching honeymoon options, I knew I wanted two things: cheap and tropical. I waded through what must have been thousands of emails in my inbox that alluded to promises of affordable, exotic getaways, hoping that one would stand out with a golden glow and angel vocals.Groupon Ge...

    By • Sept. 5, 2012

  • The Changes to US COPPA Legislation - Do you have questions or comments?

    Last month I wrote about the proposed changes to the US COPPA legislation. To quickly remind you: new rules to better protect children against the collection of their personal data online are being proposed by the US Federal Trade Commission (FTC), including changes to the definition of personal...

    By • Sept. 5, 2012

  • 3 Social Media Tips for Brand Reputation Control

    Social media is allowing brands to connect with people like never before. Virtually in real time, a customer can voice a complaint or pay a compliment, and the brand can respond back to the customer directly. That's your brand reputation we'll be talking about. It can't just be a fair weather rel...

    By • Sept. 5, 2012

  • Turn Your Customer Support From a Cost to a Profit Center

    There's a quote from Jeff Bezos that goes, "it's our job every day to make every important aspect of the customer experience a little bit better," and I couldn't agree more. Customer satisfaction isn't just everything, it's the only thing. And when businesses lose their way, it's usually because ...

    By • Sept. 4, 2012

  • Helping the Customers and End-users with Live Chat Support

    Nowadays, people are increasingly turning to the technologically smart companies. The companies also do not hesitate to embrace the vast spectrum of new communication routes to manage effective relationship with their customers. Once the customers witness the effort that you put in while serving ...

    By • Sept. 4, 2012

  • Quickly: 10,000 Likes or 10 Brand Evangelists?

    If you were to hire a marketing consultant tomorrow and he or she offered you the option of receiving 10,000 real likes or 10 brand evangelists by the end of the month, which would you pick?Did you go with the 10,000 likes? Surely there's a tangible benefit to having that many people connected to...

    By • Sept. 4, 2012

  • You don't need to be a jerk to give bad customer service. (Here's why)

    Great customer service - what I call anticipatory customer service - requires more these days than simply not being a jerk and not hiring jerks. It means building your non-jerk attitude into systems, facilities, and processes.Traditionally, great customer service has meant selecting and training ...

    By • Sept. 4, 2012

  • Shortcuts for Growing a Social Network in Record Time

    It used to be easy to get new Facebook "Likes".You could specify which page new visitors would land on, and then set up a "Like"-gate so people had to connect.But then... Facebook changed everything.The biggest downside of social media marketing is that you don't own or control anything. So you h...

    By • Sept. 3, 2012

  • Using Instagram for Social Media Marketing

    Not too long ago a reader asked me how to use Instagram hashtags within a social strategy. Well even before she asked me that question I was thinking of a bigger question: In which ways can a marketer use Instagram in social media marketing?Here are 9 key points in marketing with Instagram. Since...

    By • Sept. 3, 2012

  • Some Home Truths About Social Media: This May Hurt

    Give up! You're most likely to be wasting your time with social media marketing. No, I'm not joking! From what I see most people are completely missing the point. Let me remind my readers again, social is all about people, people, people. Over the weekend I made some radical changes and I've s...

    By • Sept. 3, 2012

  • Does Your Organisation Need More Social Communities?

    So you are a part of the Social Media team in your organization and you get a constant stream of requests from colleagues all over that they want to create their own communities, or worse still you may find out about them after they have been created. Either way, as a good social media practition...

    By • Sept. 2, 2012

  • They asked, "Do you Facebook?" I said, "No."

    They asked, "Do you Facebook?" I said no, (ok I fibbed, I am on it, I use it to stalk my wife, it saves having a conversation later) Joke, hunny!They said this would be an eye opening webinar, that Facebook was a sales tool in disguise, that sales people could build better relationships, reach ne...

    By • Sept. 1, 2012

  • 15 Reasons to Be Your Own Social Business Frog

    Following in the footsteps of others is something many people and businesses do without thinking. We know we need best practices. We know there are many things in business and life that have already been done. I have always said "if you can't be number one, then be number two."However, where do y...

    By • Sept. 1, 2012

  • Experiential Marketing and the Zero Moment Of Truth

    There are moments in life that share a deep connectedness with what it means to be human. These moments can be as profound as meeting a significant other for the first time or as simple as sharing the last slice of pizza with a friend. The experiences they create are powerful and moving, and they...

    By • Aug. 31, 2012

  • Claridge's: A Great Place To Discuss Personalised Customer Service

    Having enjoyed a previous customer event chez Gordon Ramsey, I knew to expect a belt busting dinner. I was not disappointed!The homemade marshmallows were to die for as indeed were the scallops. The wine was divine, the service impeccable and the evening slipped by in animated discussion. Of cou...

    By • Aug. 31, 2012

  • Bad Reviews? What Business Owners Can Learn From Kanye West

    Image from Billboard.comYou read the title right.Yes, Kanye West. The rapper who randomly blurted out, "George Bush doesn't care about black people" during a benefit concert for Hurricane Katrina relief. The celebrity who (perhaps out of some sort of savior complex) appeared on a 2006 issue of R...

    By • Aug. 30, 2012