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#SocBizShakeUp: SXSW Breakfast Panel Recap

March 8, 2014 by Mary Elise Chavez

Panelists at our #SocBizShakeUp breakfast

SXSW Interactive started with a bang thanks to Social Media Today’s #SocBizShakeUp breakfast event at the W Austin. A fantastic panel led by Robin Carey included Michael Stenberg from Siemens; Sandy Carter from IBM; Natanya Anderson from Whole Foods; and Andrew Bowins from MasterCard. Read on for a recap full of their insights.[read more]

How to Select Instagram Photos Shoppers Will Love [INFOGRAPHIC]

March 6, 2014 by Irfan Ahmad


Small businesses and retailers are unlocking the power of Instagram by featuring customer pictures within the eCommerce experience. Are you wondering how to choose images your shoppers will love and what makes a Instagram photo outstanding? Then take a look at this infographic.[read more]


24 Things to Consider When Designing and Developing a Website

March 6, 2014 by Seth Rand

Designing and developing a website.

From functionality and appearance to navigation and coding integrity, a lot goes into creating an eye-catching, user-friendly website. It doesn't end there, either. Web developers and designers must work together to produce websites that will be located by search engines, engage customers, and stimulate conversions.[read more]


Integrate to Look Out and Over Social Media Silos

March 5, 2014 by Gib Bassett

Social media silos.

Social media has brought the consumer right to the front doorsteps of CPG companies, whether they like it or not. CPG makers have responded by investing in all manner of “social extensions” to their businesses -- namely branded social network accounts, social marketing campaigns and promotions, social command centers and social customer support.[read more]

5 Ways to Empower Your Customers to Be Your Biggest Marketers

March 5, 2014 by Sofie De Beule

satisfied customer

The number one most powerful tool to turn prospects into customers is, of course, positive feedback from already satisfied customers. Whether this happens online or offline, both are equally important. We've compiled 5 ways to empower your customers to become your biggest ambassadors.[read more]


My Interview with Bryan Kramer, CEO of PureMatter [VIDEO]

March 5, 2014 by Robin Fray Carey

Bryan Kramer

Bryan Kramer, President & CEO of PureMatter, joined me to talk about how social is shaking up the ways we do business. In his book, “There Is No B2B or B2C: It's Human to Human: #H2H,” which comes out next week, Bryan gives marketers the keys on how to speak human to explain the complex in its simplest form.[read more]


The Social Shake-Up 2014: It's Time to Shake It Up (Again)

March 4, 2014 by Robin Fray Carey

The Social Shake-Up is back!

Today is the day: we’re officially launching The Social Shake-Up 2014, and we couldn’t be more excited. This spring and summer, we’ll be hard at work pulling together the best content on the planet that demonstrates how social media and social business are shaking up the ways we get things done.[read more]

Who Really Needs Assistance? Influencing the Choice to Live Chat

February 28, 2014 by Kevin Gao

Live chat

Make sure that your live chat channel is tuned for high value/high complexity customer inquiries and requests. Start by determining the volume of interactions across all communication channels, assign an interaction value to request and inquiry types and develop interaction complexity levels in order to create an efficient live chat channel.[read more]


Defining Your Content Efforts Through the "Five Whys"

February 25, 2014 by Andrew Hutchinson

Defining your content.

By now you’ve heard all about the importance of creating great content - how content is crucial to your social media and SEO efforts, how you need to be creating original, shareable work to build brand awareness and authority. You’ve gone through it, it all makes sense, now it’s time to get on with the doing. But where do you start?[read more]

Spotlight on SPS Commerce: How an Online Community Strengthened Customer Support

February 24, 2014 by Vanessa DiMauro

SPS Commerce

What happens when a firm that specializes in supply chain management takes on an online customer community? Will they apply the operational efficiencies found in their line of business to their customer-facing digital initiative? To find out, I spoke in-depth with two leaders of the SPS Commerce online community.[read more]

How Marketing Automation Is Taking Over [INFOGRAPHIC]

February 22, 2014 by Jose Antonio Sanchez

Marketing automation.

Marketing automation isn't the new kid on the block anymore. Hundreds of organizations are using this technology to increase revenue. Why is it so popular? Which tools are being used the most? How much more is the automation market expected to grow? Check out this infographic.[read more]


Socially Stephanie: Social Media Cyber-Bully

February 15, 2014 by Stephanie Frasco

Socially Stephanie to the rescue!

"Dear Socially Stephanie, I just found out my company is a cyber-bully. My employee was posting mean things to people and was unpleasant online, but I had no idea it was going on. I've fired her since, but I before I hire someone new, I want to make sure this never happens again. Anything I should do?"[read more]

3 Reasons ANY Company Can Benefit from Social Customer Service

February 7, 2014 by Sofie De Beule

Social customer service

The importance of providing ready-to-use information has never been bigger. Expectations are extremely high and complaints flood the social channels of companies. The new era of social customer service is upon us, and that means customers don’t just want good customer service, they want excellence![read more]

Cloud Computing's Future: Better Online Customer Care?

February 6, 2014 by Vanessa DiMauro

cloud computing

How can a cloud-based organization deliver on the promise of virtual customer service? The answer is simple: create an experience that closely aligns with the in-person hand-holding that we have all come to want and expect — delivered virtually.[read more]


Jill Rowley on Social Selling and Social Business (Part 2)

February 4, 2014 by Michael Procopio

Jill Rowley (photo: Business Insider)

"The way that social selling can be relevant is via content, and so content is really the currency of the modern sales professional," says Jill Rowley. "And this is content that helps frame the buyer's thinking around either problems or opportunities that the buyer may or may not even know she has."[read more]


#SuperBowl: How Brands Are Using Hashtags to Win the Super Bowl

February 2, 2014 by Aishwarya Krishnamurthy


The Super Bowl is almost as much about the commercials as it is about football, and brands are attempting to make the most of their marketing efforts by using social media to amplify their reach. We took a look at how some brands are using hashtags to take their commercials to another level of awesome.[read more]

Are You Collaborating with Your Customers?

January 30, 2014 by Adi Gaskell

collaboration with customers

Collaboration is a pretty popular concept at the moment, with countless articles, books and guides on both its value for companies and suggesting ways that it can be improved. Most of these posts have been on how employees can collaborate better internally. But how can companies collaborate better with their customers?[read more]

Envision Takes Workforce Optimization to the Cloud

January 29, 2014 by Richard Snow

workforce applications

Envision has carved out a slice of the workforce optimization market by offering its suite of products as cloud-based services. In addition to core products, it offers speech and desktop analytics and customer feedback management through surveys and our part of my research agenda.[read more]

Build Experiences, Not Just Products

January 27, 2014 by Brian Solis

Revolution with Brian Solis

On this episode of Revolution, I welcome Seth Combs, CMO and co-founder of SOL Republic. SOL represents the “Soundtrack of Life” where every great moment has a song that goes along with it. The way the founders see it, SOL Republic is a new lifestyle company that happens to make headphones.[read more]


Social Media for Healthcare Providers in 5 Steps

January 26, 2014 by Eric Melin

Social media for healthcare.

A new IMS Health Report suggests that half of the Top 50 pharmaceutical companies in the world “do not engage with consumers or patients through social media, and only 10 companies” utilize Twitter, Facebook, and YouTube. Yikes. But health seekers are online, actively looking for information.[read more]