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On Using Social Media to Deepen Customer Relations
Well said Paul. I'm spending a bulk of my time with customer service people these days. Brands are starting to focus more attention there.Mike Spataro
Visible Technologies
On How High Should You Set The Bar For Customer Service With Social Media Engagement?
John,As usual you make some good points. One of the often overlooked aspects of providing excellent online customer service is the fact that when done right, the community often joins in helping the brand provide customer and technical support. As you know this has happened with many companies you've talked to over the years. This echo effect can go a long way to alleviating the frustration that many customers encounter when trying to reach a company through traditional channels. Like the Web has done in so many other ways in the past, it is adding a new dimension to transforming the relationship between the customer and the brand.
On Enterprise 2.0, meet Social Media Monitoring
Lee,I couldn't agree with you more. We have to integrate the tools and knowledge within the corporate environment to really start making a difference. It's a big reason why we've built our platform to supply data to multiple divisions across companies, and provide an easy way for brands to participate without leaving the application. Thanks for the insightful post.
On Reputation Management for New Media
Good advice Paul. Unfortunately, many companies have lost sight of the concept of how fast a reputation can be damaged in this era of instant communications (and rumors). The guidelines many follow are still sound, but cannot be implemented in the on-demand fashion required by today's standards.
Jonathan Salem Baskin is an author who writes a regular column on Advertising Age & posts on his award-winning blog. More »
John Bell heads up the 360° Digital Influence team & teaches graduate studies in Digital Influence at Johns Hopkins University. More »
Don Bulmer is Vice President of Communication Strategy at Royal Dutch Shell More »
John Byrne is chairman & editor-in-chief of C-Change Media Inc. & the author or co-author of eight books. More »
Gini Dietrich Gini Dietrich is the founder and chief executive officer of Arment Dietrich, Inc. More »
Vanessa DiMauro is the CEO of Leader Networks & has been creating successful online communities for over 15 years. More »
Maggie Fox is the founder and CEO of Social Media Group & was named one of the Top 100 Marketers in Marketing Magazine. More »
Laurent Francois I lead the marketing&development hub @ Express Roularta Services, a media company. I focus on 2 main brands (L'Express, More »
Rachel Happe is a Co-Founder and Principal at The Community Roundtable & a blogger at The Social Organization. More »
JD Lasica is a consultant who is considered one of the leading authorities on social media & user-created media. More »
Brian Solis s author of Engage and is recognized as one of the most prominent thought leaders & authors in new media. More »
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“Greetings Mary...Appreciate you taking the time to read the article. The short answer to your question is to create a Facebook Page rather than a Personal Profile. However, there are many factors to consider when creating this page. You may find this article of interest. http://www.williamhwells.com/2011/12/19/facebook-business-pages-5-signs-that-you-dont-get-it/Thanks ...”
“Up until this point we have always understood content through the lens of the distribution channel it sat within. The channel, in fact, gave its name to the content (TV is a form of distribution but we think of it as a form of content) - or, as per your reference to McLuhan, "the medium was the message". The social media revolution is all about the liberation of content from its means ...”