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Blog Ideas for Small Business

May 8, 2012 by Alex Hisaka

Finding blog ideas to write about is one of the most common challenges bloggers face. So if you’re struggling with blog ideas, you’re not alone. Here’s a few easy ways to generate clickworthy content on your blog.[read more]


Brand Loyalty: The Evolving Nature of Brand Alignment

May 2, 2012 by Alex Hisaka

The brand is everything in today’s digital world; and brand loyalty is a recurring business. Customers have begun to feel the brand need and are demanding greater interaction with it. But what does brand loyalty mean for businesses today? Quite a lot, actually.[read more]


The Future of Social Media and Business

April 26, 2012 by Alex Hisaka

The future of social media is evolving and consumers have increasingly turned first and foremost to digital media, both at home and on the go. And as a result they’ve come to expect a response from businesses at all times and from everywhere. But what does this mean for businesses going forward? Quite a lot, actually.[read more]

Customer Service: The Second Pillar of Social Media

April 26, 2012 by Debra Ellis

Making everything as easy as possible is replacing the over-the-top exceptional experience that drove sales and loyalty a few years ago. Our digital world robs people of time, making a quick and easy shopping experience a luxury[read more]


How To Use Twitter For Business

April 24, 2012 by Alex Hisaka

Tweeting alone won’t magically generate customers. You also need a deep understanding of your audience, a social media strategy, and a way to measure results in order to achieve Twitter success. Most importantly, you need to know why and how you will use Twitter before you get involved.[read more]


How to Resolve a Customer’s Problem Efficiently

April 17, 2012 by Alex Hisaka

When you resolve a customer’s problem in a timely fashion, you’ll eliminate risk and learn how to help the rest of your customers. It’s important to assess all of the ways your customers are interacting with your business, so you can be confident that every customer service issue is fully tracked any no case will fall through the cracks. Here are 7 tips for resolving a customer’s problem.[read more]

10 Tips for Excellent Customer Care

April 16, 2012 by Stephen Buzby

It seems today that so many young professionals are looking for the quick buck or the quickest path to make it. It appears as though the message our elders left for us on customer care has faded from our interest. In a world where most people are concerned with number one, it is easy to see that those who put their customer base first, will surely excel in the long term.[read more]

The Future of Social Media and Customer Service

April 9, 2012 by Alex Hisaka

With technology the world has become a much smaller place and the future of social media has opened up a new world of opportunities to provide a digital customer service experience. And yet, while current technology has made providing customer support even easier, it also stirs up challenges.[read more]

Client Satisfaction is the New Mainstream

April 5, 2012 by Alex Hisaka

In today’s fast-paced business world, customer satisfaction is the new mainstream. In today’s world. Where a sharp business focus on customer satisfaction used to be a rarity, it’s now commonplace.[read more]

Social Analytics: Deriving Insights for Increased Marketing and Sales Effectiveness

April 5, 2012 by Mike Lewis

Actionable Social Analytics is an evolving business discipline that studies social media metrics to help marketers use the findings to drive business intelligence. Going beyond measuring buzz, reach, retweets, likes and follower growth, social analytics aggregates and analyzes online conversations (industry, competitive, prospect, consumer, customer) and social activity generated by brands across social channels and empowers organizations to act on the derived intelligence to drive business results.[read more]

Customer Engagement is a Multi-Channel Proposition [CONVO]

April 4, 2012 by Neil Glassman

According to Banafsheh Ghassemi, VP Marketing at American Red Cross, relying too heavily on sentiment and other analyses from social media can create blind spots for marketers in our multi-channel world. We need to be listening on all the channels in which we engage our customers. In this conversation, she shares with us her perspectives on the integration of business strategies and emerging technologies, such as sentiment analysis.[read more]

Why the Future of Software is No Software

March 31, 2012 by Alex Hisaka

Today’s customer service software bears few similarities to the software of the past. Customers are demanding more and better customer service, delivered through every conceivable channel from apps to mobile devices to the web. That’s why many smart businesses are using software as a service as a solution for help desk management. The key contrast with traditional software is that today’s software requires no software. Software as a service is delivered through the web, which means no installation or updates. So you can lower costs and raise agent productivity. You can spend less time training agents and more time making customers happy. And you can resolve customer issues is quickly and easily so no customer ends up in “support purgatory.” The future of software is no software.[read more]

Moving Beyond the Social Customer into the Era of Customer Engagement

March 29, 2012 by Mike Lewis

Paul Greenberg

We connected with Paul Greenberg of ZDNet, one of the most respected minds in marketing, technology and CRM. As we enter 2012 and look toward major developments that will shape our industry, we provide Paul’s latest take on why he thinks we are moving beyond the social customer and entering the era of social engagement.[read more]

How Expensify Builds Sales Without a Sales Force: Can You Do the Same?

March 23, 2012 by Neil Glassman

Jason Mills

The growth of expense reporting software company Expensify was built on more than the features of its product. The company creates advocacy among employees within customer companies to influence those responsible for procurement. This activation, along with responsive support - via email, online videos from Grovo and webinars - supplants the need for a traditional sales organization. In this conversation, Jason Mills of Expensify and I take a deep dive into the company's non-traditional — and rather successful — marketing approach.[read more]


Forget Marketing: Social Media is a Communications Tool

March 14, 2012 by Bernard Martin

Image: Courtesy of author blog

Social Media is a communications TOOL just like a fax machine, a cell phone or email. It's not a function of ONLY marketing. Even for companies that have embraced Social Media communications the biggest dilemma facing them in 2012 is getting their front-facing sales, customer service and channel partners on the same "message."[read more]

Social Media Training Tip #14: A More Productive Social Media Presence

March 9, 2012 by Steve MacDonald

Social Media Training Tip #15 A More Engaging Social Media Presence Needless to say, your small business’s social media marketing strategy’s main goal should be to attract new customers to your business and to retain old ones. This is what this Social Media Training article is all about. But the mistake that some small businesses make is...[read more]

Expert Review: Tony Hsieh on The End of Business as Usual

March 1, 2012 by Brian Solis

"The future of business isn’t just about the latest technology, it’s about market disruption and how an organization recognizes and adapts to new opportunities." -- Tony Hsieh, Zappos.[read more]

How to analyse influence via dynamic conversations - mapping social media week

February 29, 2012 by Jonny Bentwood

To understand influence, you need to get beyond a static view of how conversations work to analyse the dynamics of a dialogue. This unique approach helps people find, identify and engage with key influentials in the right way[read more]

How to Retain Your Customers for the Long-Term

February 29, 2012 by Alex Hisaka

Business doesn’t just happen in the development process of a product or service, it happens in the small personal interactions that allow us to show each other who we are and what we believe in.[read more]

Dispel Social Media myths - help businesses engage better

February 27, 2012 by Richard McCrossan

ne of the key findings of new research from ContactBabel is that only 16% of organisations currently see social media as a key customer service channel. Whilst businesses do recognise the need to move beyond simply 'monitoring' what happens on social media, it is clear that they are not yet geared-up to act on social media activity with anywhere near the same quality of customer service as offered through more traditional channels, such as telephony and email. There are a number of myths around social media that are holding companies back in integrating social media as a customer service channel.[read more]