Social Media Strategy

Newspapers Fail When They Don’t Contain News

Newspapers Fail When They Don't Contain News

Hey, here’s an idea. What if newspapers actually contained real news? Recently, I grabbed the USA Today as I often do while on the road (in this case, in Nashville Tennessee for the Marketing United conference) I get most of my news online (as you probably do as well). But I still read a newspaper every […]

Customer Experience

Why you need a customer service response road map

Why You Need a Customer Service Response Road Map

Few customer complaints are personal. Still, it’s human nature to feel attacked and react emotionally in these scenarios, especially when you’re actively trying to treat customers well. To keep your customer support team from responding with knee-jerk reactions, you need a system in place to handle negative feedback consistently, coherently, and objectively. This is the […]

Will Chinese Social Media Take Over in America

Blake Cahill

Blake Cahill, Global Head of Digital and Social Marketing at Philips, joins the Social Pros Podcast this week to discuss the different challenges of marketing across B2B, B2C, and B2G, as well as the differences in consumer behavior and social media engagement around the world.

Is Twitter the Key to Modern Customer Service

Is Twitter the Key to Modern Customer Service

Is Twitter trying to be the most important customer service channel? Twitter has announced the rollout of the long-rumored feature of being able to send people private messages via its direct messages capability, without them following one another. As you probably know, historically in order to send somebody a direct message in private on Twitter […]

How Verizon Uses Social for Marketing Research

Mason Nelder

Mason Nelder, Director of Consumer Insights at Verizon, joins the Social Pros Podcast this week to discuss the incredible advantages, the challenges, and the long-term company-wide transformations made possible through the customer insights gained from social media.

Why Banning Periscope is Stupid

Why Banning Periscope is Stupid - teaser

We’ve had the first bans on Periscope (and Meerkat), the live-streaming apps. Now how are we going to enforce it? Curiously, the National Hockey League has banned live streaming in its arenas. You cannot use Meerkat or Periscope to broadcast National Hockey League playoff games. And to me, it’s incredibly stupid, for two reasons: First, […]

Customer Experience

How to Hug Your Haters

How to Hug Your Haters - teaser

Who needs praise and positive reviews? I’ll take a hater any day. Every customer complaint gives your business an opportunity, and the rising trend of haters on social media may uncover more opportunities than you’d think. I recently partnered with Edison Research to survey more than 2,000 Americans to determine why and how people complain about […]

Why Twitter is Trying to Turn Itself Into Facebook

Joel Comm - Why Twitter is Trying to Turn Itself Into Facebook

Joel Comm, co-author of “twitter power 3.0″ and CEO of Joel Comm, Inc., joins the Social Pros Podcast this week to discuss Twitter’s move toward a Facebook user experience, its need for a higher character limit, and its future as a stand-alone service.

How to Find Your Fans on Facebook but Connect with Them on Snapchat

Steven Brown & Chris Mikulin - How to Find Your Fans on Facebook but Connect with Them on Snapchat

Steve Brown, Marketing Manager at CLYW, a high-end return top company, joins the Social Pros Podcast this week along with Chris Mikulin, CLYW’s Owner, to discuss high-end products on social media, the boosted reach of utilizing influencers, and the loyalty developed from one-on-one Snapchat engagement.