social customer posts, articles, and infographics

Moving Beyond the Social Customer into the Era of Customer Engagement

March 29, 2012 by Mike Lewis
with 1,109 views

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]

Drive Business by Leveraging New Facebook Tools

November 17, 2011 by Linda Fisk
with 747 views

Social networking sites have become some of the most influential online sources for world events, politics, products, organizations, artists and more. And, of all the available social networking sites, Facebook is arguably the most ubiquitous social networking site in the world, influencing and facilitating millions of decisions about service providers and product purchases. And now both B2B and B2C businesses are finding creative ways to leverage the authority, trust and persuasiveness inherent in this important platform. [read more]

Social Customer Leadership Forum, Wednesday, July 20

July 17, 2011 by Paul Simon
with 548 views

The Social Customer Leadership Forum on July 20 in Midtown Manhattan will share how top organizations innovate their overall customer experience through social strategies focusing on the customer perspective. [read more]

The Six Stages of Social Customer

October 21, 2010 by Maria Ogneva
with 4,724 views

The Social Customer is not a figment of your imagination; she's here kicking social media butt and taking names. She wants to engage with you, the brand, but only when appropriate and convenient for her. Just because you are listening, does not mean that she wants to talk. Tools like Attensity Respond For Social Media (which we just launched today) help you understand what's relevant, what needs a follow-up and who should follow up. However, what you actually say to her is more of an art than a science. Understanding what her needs are, and where she is in her decision and consumption cycle, can help guide your conversation with her. [read more]

Social Media: In-House or Outsourced

September 25, 2010 by Maria Ogneva
with 12,587 views

Social media is hot, and sometimes it can feel like an arms race across businesses of all sizes to start using social media. There are many caveats and best practices to listening and engaging correctly; although it's still a developing field and best practices are formed every day, there are certain spoken and unspoken rules and approaches. With that said, it's imperative that brands adopt a smart strategy and thoughtful execution of social media. Because social media should be integrated with all groups and silos inside the organization, having an internal social media leader more than makes sense. However, what happens when you don't have the right resources, or don't have enough resources to do something right now? [read more]

The Social Customer

June 28, 2010 by Maria Ogneva
with 3,766 views

There has been a healthy discussion around the concept of the Social Customer that I've been observing and participating in, and this post was inspired by this particular discussion. Much like the debate around SocialCRM, a lot of the discussion comes down to definitions and terms. So I encourage everyone writing this post to step... [read more]

7 Steps for Creating a Social Media Marketing Plan

June 17, 2010 by Maria Ogneva
with 10,725 views

This blog was written Aliza Sherman, not Maria Ogneva. Aliza is the co-founder of Conversify, a 5-year-old social media marketing agency offering strategic planning, as well as social media monitoring, management and measurement. She is also a social media pioneer who founded Cybergrrl, Inc. and Webgrrls... [read more]

The Social Customer Bill of Rights

June 11, 2010 by Michael Fauscette
with 2,404 views

The social web has empowered and changed behavior and in general is having a broad impact on the way people find information, share information, make decisions and interact on both an individual level and with organizations. In previous posts I've looked at the new generation of hyper-connected or Gen C and looked at how the social... [read more]

Are You Ready for the Opportunity Economy?

June 8, 2010 by Jay Baer
with 1,615 views

Sure, the speed and always-on nature of the real-time Web makes it a daunting and challenging environment. A single tweet, YouTube video, or blog post can be the spark that sets off a firestorm of controversy. But while companies are rightly trying to get their heads around the concept that every customer is now a secret shopper and... [read more]

Zappos, Crisis Management and the Importance of Owning Your Mistakes

May 24, 2010 by Laurel Papworth
with 3,651 views

Zappos and 6pm.com make a $1.6 million mistake. Get lots of PR in return and social media cuddles. Zappos, the Twitter wunderkinds, made a big boo boo. Their pricing engine set a maximum price of $49.95. Six hours later, and 1.6 million dollars later, the company blogs about it: Hey everyone — As many of you may... [read more]

Lessons from the recession: Customer Service Spending Needs to Increase in Social Media and Field Service

May 21, 2010 by JoeHughes
with 898 views

One of the cool things about working in Customer Service CRM is that the landscape is always changing-always something to learn and do better. Over the past few years I've become increasingly interested in the phenomenon of social media and the effect it is having on customer relationships and how companies interact with their end-... [read more]

The Evolving Role Of Community And Social Media Managers

May 14, 2010 by Maria Ogneva
with 3,527 views

Community management is not new. People have been managing communities since communities and user groups were first created. Someone has always had to make sure that the community or user group is humming along like a well-oiled machine. The fast spread of social media has changed the role of a community manager, and has created a... [read more]

What is the Real Value of Social CRM (SCRM)?

May 14, 2010 by Jacob Morgan
with 940 views

I was originally going to write this post to cover the fact that Social CRM is also the customers' responsibility and not just the companies'. Then I realized that at the end of the day most customers don't really care about what their responsibilities are, they want their needs and demands met and that's all there is to it... [read more]

5 Associations to Social Media Success

May 12, 2010 by Lindsay Fultz
with 1,656 views

Tired of receiving generic, automated spam on Facebook and Twitter? It's time to start educating. I admit when I first started my company's social media marketing campaign I didn't really know what I was doing. All I knew is that we needed to be on these new media platforms so I mainly just promoted our products and... [read more]

Social Media Tactics for Continued Engagement

May 7, 2010 by Brendan Hughes
with 1,508 views

A friend in New York was responsible for a targeted advertising campaign on Facebook that achieved 100,000 fans in one day. Now that they've got them, they are tasked with making the conversation/experience authentic, relevant and enjoyable. What tactics would you employ? Here are some of my thoughts: Be transparent.... [read more]

Ten Best Practices of Online Engagement

May 7, 2010 by Maria Ogneva
with 3,318 views

Congratulations! You have entered the world of social media and are actively listening, monitoring, reading, and dipping your toes into engaging in conversations. You are monitoring social media mentions and measuring sentiment of yourself and your competitors. Moreover, you are tracking larger industry trends,... [read more]

Shut up and listen: the importance of truly hearing feedback

May 4, 2010 by Blaise Grimes-Viort
with 896 views

One of the key skills required to be a good Online Community or Social Media Manager is mastering the art of listening to your community and effectively analysing feedback. Maria Ogneva's post “Tweet Me, Help Me, Don't Just Sit There” made me think about brands thinking they are listening but not really hearing feedback. It'... [read more]

Focusing on the Social Experience

May 4, 2010 by Yoav Tchelet
with 368 views

As the Social Media landscape evolves, grows and more companies use it the more they will all clammer to gain some share of voice from their target market. There are companies that are utilizing the medium very well and are have tested some ingenious marketing techniques using social networking sites. But on the whole there is... [read more]

Social Media and the Science of Inequality: Finding Your Influential Customers

April 28, 2010 by Jay Baer
with 1,395 views

Does social media breed inequality? Because our behaviors on the social Web leave a noticeable fingerprint, smart companies can modify the way they engage and interact with us, based on our social graph, purchase history, etc. Would the VP of Customer Satisfaction of Southwest Airlines have called Kevin Smith at home (after he was... [read more]

Businesses adoption of social media requires a paradigm shift

April 27, 2010 by Tullio Siragusa
with 937 views

Social Media is only successful because of the human need for active participation in it's own fate. During the agricultural age, people mostly listened to the religious leaders and their fate was not in their hand, in fact anyone who tried to take a stance was murdered, Jesus and Socrates style. During the industrial age,... [read more]