Social Media Case Studies

Are You Keeping Your Social Antenna Up?

Hotel Felix (9)

Sure, the instantaneous nature of the social Web can create business crises faster than you can say “Tiger Blood” and “Kenneth Cole is an Oaf”. But, that rapidity also creates unprecedented opportunities for marketers with their antenna up, scanning the real-time horizon for a chance to make a difference. George Jordan, the General Manager at […]

Convince and Convert, Social Media Measurement, Social Media ROI, The Now Revolution

The 5 Reasons Most Companies Aren’t Measuring Social Media

social media success metrics

We hate math. Our abhorrence for calculation enables us to mutually agree on statistically dubious metrics with nary a shrug or arched eyebrow. Consider Nielsen ratings, which are used to determine the popularity of all TV shows and, consequently, how the dozens of billions of dollars in TV advertising is apportioned. Nielsen ratings have a […]

Community Management, Convince and Convert, Social Business, Social Media Monitoring, Social Media Staffing and Operations, The Now Revolution

3 Ways to Tell a Social Media Problem From a Crisis

social media crisis

What constitutes a crisis? Discovering that someone has left a review saying they saw a mouse at your restaurant is certainly disconcerting. But is it a crisis? No. The social media monitors in your organization need to have a mutual understanding of what is a real crisis and what the subsequent escalation procedures are. Merriam-Webster […]

Community Management, Convince and Convert, Social Business, Social Media ROI

6 Parts of Your Company That Should be Listening to Social Conversations

listen man

“Once upon a time, customer contact was centralized around the switchboard, and the phone was the preferred method for communication between companies and customers. When it rang, you answered, because it was likely a customer or a potential customer on the other end of the line. Now, the calls are coming through online, via the […]

Community Management, Convince and Convert, Digital Marketing, Social Business, Integrated Marketing and Media, Social Media Monitoring, Social Media Staffing and Operations, The Now Revolution

3 Key Roles to Make Your Social Team Scalable

3 Key Roles to Make Your Social Team Scalable

One of the continuous discussions and questions surfacing in the social media chatterbox is that of “who owns social media?” Is it marketing? Public relations (PR)? Customer service? The answer is . . . yes. For the long-term, anyway. You’re not likely at the point yet where you have social media wired into everything. Right […]

Convince and Convert, Social Business, Social Media Case Studies, Social Media Book, Social Media Staffing and Operations, The Now Revolution

The 5 Critical Social Media Skills You Need to Disperse

5 critical social media skills you need to disperse

Your customers, prospects, and the people looking for you online don’t care about your company structure. If they find you on Twitter, or leave a comment on your blog, they’re looking for a response from anyone who can help, regardless of what department that person represents or what someone’s official job title is. Everybody in […]

Convince and Convert, Social Business, Social Media Strategy, Social Media Staffing and Operations, The Now Revolution

5 Attributes of a Healthy, Real-Time Culture

speedometer.jpg

The future of business is not in measured, scrutinized answers or carefully planned initiatives. Business will soon be about near-instantaneous response; about making the best decisions you can with the extremely limited information you have; about every customer being a reporter, and every reporter being a customer; about winning and losing customers in real time, […]