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Comments by Lien Brusselmans Subscribe

On Should Your Brand Reply to All Social Media Posts?

Good point! People indeed typically have two reactions when brands respond to non @mentions. They really appreciate the effort or they feel like being spied on :) 

I believe there's a big difference between plain insults and complaints. The latter is based on particular grounds and deserve to be replied to and acted upon. Plain insults shouldn't be responded to but it might indeed be wise to still document on them.

Thanks for sharing your point of view! 

November 26, 2013    View Comment    

On Should Your Brand Reply to All Social Media Posts?

Hi Chris! Thanks for your reaction and I completely agree with you. Plain insults based on no real grounds, should not be responded to. Complaints however definitely should! If people dislike something about your brand (bad service they got, products of a bad quality, etc.) and take the effort to reach out to you and tell you about it, they deserve a reply. It's even better if brands really document on these complaints and report about them to the appropriate company departments. Cheers!

November 26, 2013    View Comment    

On What to Look for in a Social Media Monitoring Tool

Great overview of things you should pay attention to when looking for a Social Media Monitoring tool.

Being part of the market, I know it's not easy to see the forest through the trees. At Engagor, for example, we consider ourselves as a Social Media Management tool, since monitoring is the basis for our analytics and engagement features.We try to offer the complete package: monitoring, analytics and engagement because once you start listening and making reports, you should also consider engaging with your audience. You'll immediately notice, in your analytics, how your reputation improves. 

Sales talk, I know, but if you want to give Engagor a try: app.engagor.com/signup (14-day free trials!).

Cheers!

November 13, 2012    View Comment    

On Social Media for Sales Leads in 4 Steps

Thanks! It's indeed essential to follow all the steps, and don't let leads go to waste. I'm not suprised some people still prefer offline leads, but I'm pretty sure gradually all companies will have to adapt to this new reality.

September 19, 2012    View Comment    

On 3 Basic Musts for a Social Media Risk Plan

I like your advice on handing out the passwords to colleagues. Many of our clients (Engagor is an online tool for social media monitoring, analytics and engagement) are very happy they need only connect their social profiles once and then everyone with access to Engagor (and enough user rights) can use them. Especially for customer service teams this is very useful.

September 17, 2012    View Comment    

On Innovations to Turn Social Media Listening into Customer Service Action

Hi Ashley, 

Nice blog post, very interesting to see how these tools handle social customer service. I especially like the way Social Dynamx creates work groups to tackle specific problems. Smart move new tickets are immediately handled by the right people. At Engagor we also make this possible by setting up 'automation recipes', that can make sure tickets containing specific keywords are directly assigned to specific people within the tool. Those work groups are an interesting point of view though, something to think about :) 

Thanks for sharing! 

August 28, 2012    View Comment    

On Social Media Requires a Cross-Functional Team

Great to hear you're already handling social media very well since 2010! I think you're still way ahead of many other companies with regard to social media strategy.

If you want, I think it would be very interesting to know how exactly you work at Philips with regard to social media. Do you really work with representatives of each department?

Oh, and thanks for the comment. I'm a big fan of feedback :)  

August 14, 2012    View Comment    

On 5 Cons to Working With Guest Bloggers

Main idea I take away from this post is that you shouldn't work with guest bloggers if you want to save time writing them yourself. The added value is more in the fresh ideas and the different tone of voice they use. I think it's great for a blog to have posts varying in tone, structure, ideas, etc. Just to keep it interesting. For now, I write most blog posts at Engagor, occasionally a colleague, but we haven't worked with guest bloggers yet. Maybe something we'll give a try in the future! 

Thanks for sharing, makes me feel prepared for when we dive into guest blogging ourselves :) 

August 13, 2012    View Comment    

On 5 Reasons People Aren’t Sharing Your Content

Read your entire post and it's already a quite long one ;) You set a great example yourself: clear title, interesting content and neatly divided in 5 clear parts. 

July 6, 2012    View Comment    
 
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