Silos are for suckers. Your customers do not care about your org chart. To them, it’s irrelevant how your organization is structured, and the internal power plays and land grabs that unfold across your company are immaterial. Your customers, potential customers and fans only care about two things in social media: They want to be heard. [...]
4 Customer Service Lessons from the Biggest Brands on Twitter
As we learned a few months ago in a recent release of The Social Habit (a social media research project that Jay is working on with Tom Webster, Mark Schaefer, and Jason Falls), customers have high expectations of brands using social to address customer service issue. In fact, 42% of customers expect a response time of [...]
Infographic – 86 Percent of Users May Leave a Website When Asked to Create an Account
Convince & Convert sponsor and provider of social media sign-on technology Janrain has put together some research on user behavior around online web forms and registration pages. Have you considered the value that registration forms are creating (or taking away) from your website? Here’s what they found: Download this infographic as a PDF – http://info.janrain.com/acton/attachment/1205/f-00fb/0/-/-/-/-/file.pdf
53% of Americans Who Follow Brands in Social Are More Loyal To Those Brands
Every time I look through the results of The Social Habit, I find some new, fascinating tidbit that makes me think (or rethink) assumptions about social, consumers, and media consumption. I want to show you the full Monty (data-wise) but the The Social Habit research is subscribers-only. (you can get it all, and first, by [...]
New Research: Social Media ROI is Still a Challenge for 57%
Social marketing software company Awareness released the second part of its bi-annual State of Social Media Marketing report for 2012, and there are a few surprising key points that brands and marketers should be aware of. The study surveyed 469 marketers from a variety of industries, expertise and verticals, the report looks at how businesses [...]
Study: Online Lead Generation and the Growth of Your Service Firm
Many of you don’t need convincing that online marketing works. SEO, content marketing, and social media are proven techniques for generating leads online. But for professional services firms already generating leads via traditional marketing tactics, is an online focus really necessary? If you are an architect, accountant, lawyer, or other professional service provider, you’ve got [...]
Are Brands Overvaluing Facebook and Twitter? Let’s Find Out
As I announced recently, I’m partnering with global market analysis firm Edison Research on The Social Habit, a comprehensive, quarterly study of how Americans use social media, why, and to what end. Edison (who is the exclusive provider of exit polling data for Presidential elections, among other things) is handling the research, and is using [...]
The Social Habit – Is Our Facebook Addiction Ruinous
48 percent of Facebook users check their account more than once per day 23 percent of Facebook users check their account more than five times per day 8 percent of Facebook users check their account more than ELEVEN times per day The mean number of daily Facebook checks is 4 Four! How many things do [...]
Remembering the Dangers of Social Media Research
Numbers don’t lie. But sometimes we lie to ourselves about what numbers represent. Last week, I wrote a post about new research from ExactTarget that studied Americans’ digital channel preferences. It was a lengthy report, but what stood out for me was the finding that only 5% of us prefer promotional offers from brands to [...]
New Research: Americans Hate Social Media Promotions
Among other disruptive characteristics that have altered the nature of business forever (real-time interaction, every customer is a reporter, customer service is a spectator sport, etc.) a major way that social media changes the game is the Democratization of Voices. Your Company Needs to Be Human Because You’re Competing with Humans Social media is the [...]
