Social Marketing: Page 376

  • Customer Relationship Management Clearly Is Going Social

    We live in a business world that is increasingly focused on improving customer experiences, but some companies lack the expertise and tools to make this happen. One of the best ways to create a better experience is to leverage what you know about your customers - and to do that, companies are mov...

    By • July 31, 2012

  • Debunking B2B Marketing Buzzword "Engagement"

    I'm tired of seeing so many concepts that should be being used to evolve content marketing applied to vague notions or traditional practices that just serve to confuse marketers and cause a lot of semantic arguments across the space.I'll be writing a few posts about buzzwords that are making me a...

    By • July 31, 2012

  • Engagement or Intrusion? When do "vendors" cross the line?

    A few weeks ago, I was the "victim" of a technology-induced Customer Service disaster - the result of powerful "customer service" technology being improperly used by a consumer electronics company. I wrote about an article about the topic, and received a number of questions.One particularly insi...

    By • July 30, 2012

  • Cathryn Sloan and Why Social Media Experts Have Such Low Self-Esteem

    Last week a recent University of Iowa grad and, to this point, unknown journalist named Cathryn Sloan penned an article for the nextgen Journal titled Why Every Social Media Manager Should Be Under 25.The firestorm the article created was something to behold and while I do believe that Sloan's gr...

    By • July 30, 2012

  • Social Media Lessons 'Big' Business Can Learn from 'Small' Business

    "Big" business usually dominates the social media headlines.They have millions of Followers, run exciting national campaigns, and set the trends for everyone else to follow. But despite the notoriety, a lot of them still get it wrong.And they can even learn a few things from their small competitors.Here are 3 social media tips "Big" business can learn from "small" business.

    By • July 30, 2012

  • Why Blogging and Social Media Go Together

    Blogging has often been called the bridge between social media and search engine optimization. Once you understand it you'll know why.With blogging you are feeding the search engines every time you create a new blog post. If you blog once a day, that's a new web page on your website. The blog pings a list of services that help the post get crawled and within hours your blog post is indexed and searchable in the search engines. Do that three times a day and you increase your SEO coverage.

    By • July 30, 2012

  • It Takes Empathy

    If you look at the picture in this post, you might see a sunset. Some of you will see a sunrise. Much like the famous philosophical discourse between skeptics and optimists, a glass can only be either half empty or half full. I believe nonetheless that the above picture is that of a sunrise. I'm ...

    By • July 29, 2012

  • Your Employees Need Customer Service Training

    Customers today demand world-class service. Is your center providing it? According to a recent customer experience report, there is a two in three chance that the service delivered at your center is OK, poor, or very poor. That leaves a lot of room for improvement!Only 37% of brands received good...

    By • July 29, 2012

  • Secrets to Leveraging the New Facebook for WordPress Plugin

    All of us want to go social and reach the right people to promote our business, right? Here's the master key to turning your WordPress website into a social platform; well more or less. It all depends on how social you want to be. The Facebook plugin version 1.0 was launched a few weeks ago and i...

    By • July 28, 2012

  • Eating from the Social Media ROI Cookbook

    ROI eludes many folks in the social media space. Not because social marketeers aren't able to, it's just damn difficult to assign cause and effect to a very organic and often nebulous activity.That being said, there is something happening that can be measured, but it's time we think differently a...

    By • July 27, 2012

  • Nearly 80% of People Participate In Online Community to Help Others

    Because I am a veteran online community builder, one of the most common questions people ask me is why do people participate in online communities. Even after seeing many online communities succeed over time, this remains a tough question to fully understand. For some, the act of logging onto a c...

    By • July 26, 2012

  • Bright people, dim processes and a new turn signal bulb

    The driver's side rear turn signal bulb went out on my Expedition last week, so I stopped by the Ford dealership this morning to have it replaced.I pulled into the service bay, parked, and went inside to the service counter. There, I met up with a service manager who, after establishing my need, ...

    By • July 26, 2012

  • Improve Employee Morale with Customer Service Training

    The morale level of employees in a contact center, high or low, will be noticeable to customers via the words, tone, and actions of employees. While it is natural for morale to temporarily dip during an acquisition or a downturn in sales, when low morale becomes the norm it is time to make change...

    By • July 26, 2012

  • How the Social Media Tidal Wave Has Crashed.

    While I know it's only the end of July, I happened to catch a special on the History Channel about Nostradamus last night which got me thinking about the new year. So I thought I'd make some Nostradamus like predictions for 2013. Image via CrunchBase In 2013, we will continue to see consolidati...

    By • July 26, 2012

  • Who's on First? CRM, Customer Experience and a View of the World

    Abbott and Costello are probably my favorite comedy double act of all time. Strike that, they are my favorite comedy of all time. I used to watch them every Sunday morning at 11am growing up. Within that context, easily my favorite routine, possibly their most famous is their baseball routine; Wh...

    By • July 25, 2012

  • No-Cost Social Media Listening Tools

    Think you can't afford to have a good social media management system? Think again. Budget should never be a deterrent in monitoring the chatter around your brand. Listening to online buzz should be part of everyone's day whether you are an enterprise level operation or a one-man shop.

    By • July 24, 2012

  • As in successful dating, customer relationships require shared values.

    So your customers "like" you. And, at some point, you want them to become "engaged," and then eventually commit to a serious relationship, proclaiming their "loyalty," rather than seeing other companies. The goal of marketing in the early stages of contact - just like in dating - is to connect wi...

    By • July 24, 2012

  • How United Should Have Handled This Customer Service Fail

    United Airlines is again in hot water for verbally abusing disabled verteran Jim Stanek. According to Mashable,Jim Stanek, a disabled veteran and the co-founder of Paws and Stripes, complains that his service dog Sarge was kicked twice and he was called "retarded" during a three-day layover at Du...

    By • July 24, 2012

  • BusinessLink: Tuning up Your LinkedIn Profile to Increase Marketing Reach

    LinkedIn is an interactive social network. It's not a place to post a company brochure or a resume, let them sit and hope that someone will notice and contact you for business.At the core of any good LinkedIn marketing strategy is your LinkedIn profile. Keep it current, and change it on occasion....

    By • July 24, 2012

  • Why Customers Choose Live Chat Over Voice or Email

    When using email for customer service was first offered, it seemed like a good idea. It was an ideal format to provide multi-step answers to "technical" questions, but it also expanded into areas where customer questions often weren't very technical.As a customer, you used email because it was be...

    By • July 23, 2012

  • Social Media Strategies and Business; Social Media Marketing

    Social Media Strategies and Your BusinessA great deal has been written on the topic of social media in business. There are numerous opinions and experiences. Some say that social media is intended for personal use; there are organizations that do not allow employees access to social media platfor...

    By • July 23, 2012

  • ViDEO: Dave Carroll ('United Breaks Guitars') Believes in Social Non-Confrontation

    Dave Carroll, the guy who created one of the first viral videos about United Airlines breaking his guitar, was one of the keynoters at European Customer Experience World in London. He and I had a chance to speak after his presentation. When I asked him about what this own journey had taught him,...

    By • July 23, 2012

  • Mind Your Social Business with Social Media Output

    It may be a sign of acceptance of social media as an integrated essential of today's online search and social, content share and consuming life. A new buzzword is whizzing around the web, circulating seminars and conference halls. You may already be using it yourself. It's called social busine...

    By • July 23, 2012

  • What Kinds of Facebook Posts Generate the Most Engagement?

    When discussing Facebook, "Engagement" is a very popular term, as it's how we measure the success of a post. The more activity and interaction a post has the more successful it is for the business.Now this concept of measuring engagement in recent months has become more and more popular as brand...

    By • July 23, 2012

  • Social Shopper; Purchasing Trends In The Social Shopper Community

    Defining the Social Shopper TermAccording to Commerce in Motion.com, social shoppers are consumers who regularly use social networks and apps, smartphones, and location-based services as part of their shopping lifestyle. Your business marketing strategy should encompass this very influential segm...

    By • July 23, 2012