Community Management

4 Ways To Fix Your Facebook Problem


There has been a ton of conversation around Facebook’s declining organic reach for businesses. I wrote about it recently in a very popular post on this blog. Continuing the conversation, my brilliant friend and collaborator Robert Rose from Content Marketing Institute wanted to get some thinking about Facebook from a few colleagues, so he asked […]

Community Management

6 Skills You Need To Be A Social Media Professional


Subscribe to our new Definitive newsletter: High grade digital marketing guidance, topically sorted, and curated to the max. You pick the categories, we deliver the content. The best content from around the web, on topics you care about and need to be an expert in. When Amber Naslund and I wrote The NOW Revolution in […]

Community Management, Social Media Case Studies, Social Media Tools

4 Ways This Big Brand Blew It on Twitter


In business – and in life – sometimes there’s a thin difference between aggressive and obnoxious. T-Mobile crossed that line. Late last week, Sprint tweeted about their new package that provides subscribers unlimited data, as well as an annual phone upgrade: Because THE hottest new device should be YOUR hottest new device. #OneUp […]

Community Management

Busting Facebook’s Most Widespread Myth

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For over a year, rumor has had it on the web that Facebook Page posts reach an average of only 16% of fans. Actually, Facebook itself started this rumor in February of 2012 at the Facebook Marketing Conference in New York. This famous figure of 16% has been repeated on all social media blogs so that […]

Community Management

How to Maximize Your Customer Service on Twitter

Customer Service Twitter Stats

Twitter is the new channel all brands should be using to provide customer support. It allows you to provide near real-time support on a social platform, making your services more accessible and allowing other consumers to see that you are a customer-centric brand. However, it is important to monitor your performance for this channel in […]