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Put Social at the Center of Your Customer Universe

April 17, 2014 by Susan Ganeshan

Social in the center of your universe.

Most organizations have a huge blind spot when it comes to social media. Sure, we’re well past the days of people ignoring social altogether – and that’s great. But most organizations still haven’t given social customer feedback the spotlight it deserves, and that translates into missing huge opportunities for the bottom line.[read more]

Have You Tried Facebook Live Chat Yet?

April 16, 2014 by Mita Kukreja

Facebook's live chat customer service feature.

What exactly is a ‘Facebook Live Chat’? In simple words, it’s your customer service reps, experts or brand advocates talking directly to your Facebook fans to resolve queries, answer questions or simply give their opinion. Let’s take a look at the advantages of offering Facebook live chat for your customers.[read more]

What Caused the NSFW Tweet from US Airways

April 15, 2014 by Prasant Naidu
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US Airways' tweet disaster

Goof ups by brands on social media aren’t new. But what happened yesterday with US Airways is the worst nightmare a brand could face on social media. The airline is now occupied with damage control after inadvertently publishing a pornographic tweet in response to a frustrated customer query.[read more]

Providing a #Winning Experience for the Digital Customer

April 14, 2014 by Bobbi Dangerfield

Digital Consumer Experience

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.[read more]

Facebook Cleaning Up Its News Feed By Reducing Like-Baiting And Spammy Posts

April 12, 2014 by Prasant Naidu
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Facebook News Feed Update

Bad news for spammers and like baiting sites on Facebook: the company is in house cleaning mode. To make its news feed more engaging, Facebook is performing a series of improvements to reduce stories that people frequently report as spammy and that they don’t want to see.[read more]

Social Business Helpline Podcast: Episode 4

April 10, 2014 by Denise Holt

Questions answered: Is Facebook worth spending money on ads, given the latest algorithm change - reducing visibility to 1-2%?A candidate for mayor asks, "What are the best practices and tools for using social media to stay connected with real world community?"Integrating Google Hangouts with live-streaming on YouTube: how does it...[read more]

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Top Retail Banking Trends in 2014

April 9, 2014 by Marina Arnaout

Banking trends.

The banking industry experienced a strong recovery after one of the worst financial crisis. A number of technology investments and changes are being made in order to keep up with the ever-changing field of social media, and leveraging customer data.[read more]

How Financial Companies Build Trust Through Social Media

April 8, 2014 by Eric Melin

Build trust through social media.

Financial companies need to have a solid social media strategy in place -- one that educates employees in all areas of the firm, involves a thorough social media policy, and is archived and measured for compliance regulations and constant improvement.[read more]

The Monday Morning Social Media Checklist

April 5, 2014 by Evan LePage

Monday Morning Checklist

Just as recently as last week Twitter published a blog post called “Got a case of the Mondays? You’re not alone.” The post offered data-backed results showing people are most likely to tweet ‘feeling sad’ on a Sunday in December or a Monday in October.[read more]

Continuous Customer Engagement

April 2, 2014 by Sandy Carter
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customer engagement

Enagement is a great goal, but Continuous Customer Engagement is the next turn of the crank. It is about systematically interpreting and evolving a comprehensive understanding of an individual in order to engage that individual in a productive manner in any brand interaction.[read more]

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Best Thinkers Webinar Recap: The New Secret Sauce for Customer-Centric Enterprises

April 2, 2014 by Paul Dunay

online communities

This week I moderated another great webinar from the SocialMediaToday Best Thinker webinar series, this time on the topic of Online Community: The New Secret Sauce for Customer Centric Enterprises. Panelists included Vanessa DiMauro,Tamera Rousseau-Vesta, and Nathan Roth.[read more]

Why Review Sites are a Must for Travel Marketers

March 30, 2014 by Frederic Gonzalo

Travel Marketing and Review Sites

When asked how consumers rate review sites as an information source, an impressive 46% stated review sites as their most important source for choosing their accommodation. 28% mentioned a property’s website and almost 20% said friends and relatives.[read more]

Social Media Listening Is a Business Imperative, Not an Intriguing Anomaly

March 29, 2014 by Andrew Hutchinson

Social media listening.

Targeted marketing will become an expectation. As social media expands, consumers are seeking to be marketed to, not at. If they're going to see ads anyway, they want to see brands relevant to them, not a random big business campaign or generic billboard-style pitch.[read more]

Facebook Acquires Oculus: Virtual Social Gaming, Wearables, or the Next Platform?

March 29, 2014 by Drew Beechler

Facebook and Oculus

Facebook announced via Mark Zuckerberg Facebook post that they will be acquiring Oculus VR, the leader in virtual reality technology for around $2 billion. Oculus, which began as a Kickstarter project, currently has released two Development Kits for their Oculus Rift virtual reality headset.[read more]

Negative Criticism: 3 Things GM is Doing Extraordinarily Well

March 27, 2014 by Gini Dietrich
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Negative criticism.

I was reminded of this when I read the New York Times article about General Motors using social media to respond to the 1.6 million customers affected by the most recent recalls. If you visit their Facebook page, you’ll see a mixture of brand building status updates, as well as responses to negative criticism.[read more]

Malaysia Airlines: Are You Completely Heartless? Do You Deserve The Looming Firestorm?

March 25, 2014 by Carrie Morgan
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Does Malaysia Airlines deserve the looming firestorm?

Texting family members of the missing flight? From a customer service standpoint, I hope the airline gets the public relations nightmare they deserve. How long would it have taken to enlist a handful of people to make personal phone calls to those very same cell phone numbers?[read more]

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6 Companies That Are Doing Customer Service Right on Twitter

March 25, 2014 by Dan Gingiss
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Doing customer service right on Twitter.

Like American and United, three other brands responded to tweets that were more references than questions. ADT Security, AT&T, and Square are clearly reviewing their Twitter mentions and making a sincere effort to engage with customers even when a response may not be expected.[read more]

The Reemergence of QR Codes

March 24, 2014 by Michael Cohn

QR Codes and Internet Marketing

QR (quick response) codes were very popular not too long ago and they have come back recently and are very popular again. QR codes are a wonderful marketing resource that allows the user to obtain information quickly and easily with the mere click of a button.[read more]

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13 Companies That Need To Improve Their Twitter Customer Service

March 24, 2014 by Dan Gingiss
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Improve Twitter customer service.

Nearly a third of brands responded to tweets I sent them over a six-month period, a large increase from the paltry 6% in my previous unscientific study. But that number is still surprisingly low, considering that most brands have a Customer Service department that responds in other channels.[read more]

How Mindful Social Media Improves Your Life and Your Business

March 23, 2014 by Lawrence Ampofo

Mindful Social Media

Mindful social media; at first glance, the terms don’t appear to go together. Mindfulness emphasises slowness, deliberation, and unwavering focus on one thing, non-judgment. Social media, emphasises relies on speed, constant connection and relentless sharing.[read more]

 
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