Social Marketing: Page 408

  • 2010 - Welcome to the Age of Customer Service

    At the end of the last decade we saw Amazon snap up Zappos for $928 Million. Combining two of the most customer focused organizations I am aware of on the web and making one of the most powerful customer centric companies out there. Social media has forever changed the balance of nature in favor...

    By • Jan. 5, 2010

  • 50 Social Media Tactics for Nonprofits

    Check out this truly awesome slide deck by Chad Norman of BlackBaud. 50 Social Media Tactics for NonprofitsView more presentations from Chad Norman. Link to original post

    By • Dec. 11, 2009

  • 4 Reasons Why I Am Thankful For Social Media

    This Thanksgiving I am thankful for Social Media. Social media is perhaps just a natural evolution of broadband Internet penetration coupled with the fact that people like to talk to each other, but it's enabling an amazing stage of evolution for us culturally. Here are four of the things that...

    By • Nov. 26, 2009

  • Why Customer Service Is The New Marketing

    I have posted a fair amount recently about the increasing importance of delivering great customer service - http://bit.ly/nf0or. I was reminded of this again when I came across a reference to what has become known as the "United Breaks Guitars" phenomenon. United repeatedly refused to listen a...

    By • Nov. 12, 2009

  • 90 Percent of Indian Firms Ignore Customer Service According to Genesys Survey

    In a growing digital economy where some even evangelize Twitter as the gold standard for B2B and B2C customer service the above titled post from SiliconIndia came across my feed reader. It is one more reminder of how local business culture impacts the delivery and perception of customer servic...

    Oct. 27, 2009

  • Redefine Customer Communication

    Last week I did a half day workshop at Enterprise 2.0 in Boston. We had a great conversation! Over fifty people from a broad range of backgrounds attended! I was glad to hear that we had more than marketing people. There were some social media people, analysts, community managers, higher educati...

    By • Sept. 8, 2009

  • Individualism of leadership

    I've been reading a feature in the FT about what it takes to be a leader, which reviews a book called 1000 CEOs published in the UK last month. Very timely as this was a discussion topic with a good friend just a few days ago. My point to her was, first, it depends; and, second, it takes all typ...

    By • Sept. 4, 2009

  • Snow (Leopard) Storm in August at Adobe

    Snow Leopard has been out less than a week and already there are compatibility issues - with Adobe CS3 to be exact. I didn't upgrade, Louis did, and I do not have Adobe CS3 suite on my Mac, only at work on my PC. So I won't launch into a highly technical post on the compatibility issues. Adobe ...

    By • Aug. 31, 2009

  • Thank God For The Recession: 5 Trends That Will Reshape Marketing

    I'm sure I'm not the first one to tell you: We're in a recession.The doom has advertisers hanging signs along the lines of "Will Work For Food" on their agency walls, and marketers continue to face facts and figures like these, from Forrester's 2009 Global CMO Recession Survey: 71% of marketing ...

    By • Aug. 26, 2009

  • Customer Service Vs. Social CRM?

    A friend asked me yesterday what the differences were between different Customer Service, CRM and Social CRM Customer Service Vs CRM Customer Service is the interaction between a customer and the company, usually via traditional channels like phone or email. Usually the customer will have an is...

    By • July 28, 2009

  • Set Yourself Apart In The Tough Times

    Seth Godin wrote an interesting post yesterday about "winning on the uphills" that really resonated with me. The crux of the post: "On the uphills, I have a reasonable shot at a gain over last time. The downhills are already maxed out by the laws of physics and safety. The best time to do grea...

    By • July 22, 2009

  • Zappos Drinks The Kool-Aid?

    Zappos let 22 marketing agencies aggregate in Las Vegas last week to vie for the honor of spending $7 million of its money on "evolving our brand" next year. It should reimburse them for their expenses, and forget the entire shebang.Zappos was the poster child darling for a brand that's based ...

    By • July 20, 2009

  • More Agent, a Little Less Conversation

    I have a bias for action, always have. This need to do is becoming particularly obvious at this time, especially with all the talk that goes on. We think together a lot, more ideas bubble to the surface, more desire to see something good done. We live in an age where there should be no excuses,...

    By • July 17, 2009

  • Twitter: Who tweets in your organisation?

    Two companies with very different results use Twinterns - interns who Twitter. I guess there is a point in using (temp) interns - they are young, presumably social media savvy, cheap, and bring a wealth of customer service, sales and pr experience with them. Oh wait.... anyway: Case 1: Pizza Hut...

    By • July 14, 2009

  • Beth Kanter - The Twitter 20 Interview on Social Media and Social Change

    Beth Kanter is perhaps the best-known, most-respected voice in the world on the subject of using technology in a non-profit setting. A consultant to non-profits since 1993, her blog is consistently ranked as one of the best in marketing - and for good reason. It's full of the kind of practical, ...

    By • July 14, 2009

  • The secret to avoiding a YouTube crisis - revealed!

    It's not a matter of if. It's when. With user-generated content easier and more common than ever, it's only a matter of time before someone in your organization does something that rubs someone (or a lot of people) the wrong way and soon millions of people are watching the travesty on YouTube. L...

    By • July 9, 2009

  • Meetings indicate Leadership Style

    How many meetings have you sat through? Are some of them interminably long and you wonder why an email wasn't just sent out? In my previous life I would drive 2 hrs one way for regional meetings that were four hours long. Sometimes it felt like that information could have been passed on in an em...

    By • June 9, 2009

  • Taking an Expanded View of Collaboration

    This content from: Duct Tape Marketing Taking an Expanded View of Collaboration When most small business owners think collaboration, they generally limit this thinking to the kind of collaboration you might naturally do with a supplier charged with completing some aspect of a larger project or p...

    By • May 18, 2009

  • Can Nonprofit Organizations Work More Like Clouds? How?

    Source: Rob Cross, What is ONA? (Organizational Network Analysis) The illustration above comes from a book by Rob Cross called "Driving Results Through Social Networks" which is about how to leverage informal networks within your organization or cross-organizational teams. I'm giving my cop...

    By • May 16, 2009

  • When online research communities don't live up to their promise

    We've written before about the real power that online research communities can bring to a brand, and also of the way in which you can get insight from any online community. The promise of rich insight is great - real people talking to each other about your brand, market and competitors. They pr...

    By • April 29, 2009

  • Anticipate, Stimulate, Welcome, Recover

    The title of this post comes from advice Alan Webber gives in his new book Rules of Thumb in the chapter if you want to change the game, change customer expectations. At the root of this conversation is the company that acts human, again. In many cases, this means getting the people part right...

    By • April 27, 2009

  • How To Build Community 101

    I enjoy receiving questions from people. These questions are going to become common as community becomes an integral part of marketing plans.I have a startup making a product. We're selling them online. We have:a website a blog forums The problem is that not many come to the forums. And if they...

    By • March 18, 2009

  • Small and Medium-sized Firms Can Generate Business From Blogging

    Attorney Mark Hermann, is the partner resident in the Chicago office of the international law firm Jones Dayco. He has also been the co-author of Drug and Device Law Blog), for more than 2-years. On Lawyers Weekly, he answers the question, "Is blogging worth it?"Mark's commentary is particularly...

    By • March 10, 2009

  • Blogger of the Week - Nina Simosko, Leadership

    Nina Simosko isn't ready for the full panoply of social media offerings. "I recently joined Twitter and I'm enjoying learning more about the various tools available to interact across the internet," she says. "To me, these technologies have tremendous potentialâ€"but I must admit, I'm not an ea...

    Feb. 19, 2009

  • TagSpace - the new dimension in social media

    Forget space time - TagSpace is the new dimension. Here's why. Every organisation wants to use social media to create and own a community these days. Its easy to see why - owning a community is a natural extension of the old approach to communication, based around owning and controlling the ch...

    By • Feb. 3, 2009