Social Business, Social Media Strategy, Social Media Staffing and Operations

How Social Media and Smartphones Breed a Petri Dish of Negativity

photo from Bigstock.com

It’s time to recalibrate your expectations about customer complaints. 57% of Americans will have a smartphone this year, meaning that the majority of your customers (and in some industries, the vast majority) now possess two things, at all times, in their pants: Access to almost the entirety of the world’s knowledge Several different mechanisms to […]

Baer Facts, Social Business, Social Media Staffing and Operations

Convergence of Marketing and Journalism is a Recipe for Better Content

badge-baer-facts

In this week’s Baer Facts, Kyle Lacy from ExactTarget and I talk about a recent blog post by social business smartie David Armano that illustrates an emerging marketing team structure that includes journalism/editorial guidance. This is an interesting and exciting development, as it wasn’t that long ago that marketing and journalism were like two beta […]

Social Business, Social Media Staffing and Operations

5 Keys to Effective Social Media and Content Insourcing

5 Keys to Effective Social Media and Content Insourcing

Last week, I wrote about Marcus Sheridan’s concept of “insourcing” and the need to expand your social media and content marketing beyond a centralized, command and control structure (typically led by marketing). At Convince & Convert, we get involved in these “insourcing” programs often, working with corporate clients to create social business structure that facilitates […]

Social Business, Social Media Strategy, Social CRM, Social Media Staffing and Operations

Please Aggravate Me: Is Gamifying Customer Service a Reality

gamification

Lisa Loeffler (@LisaMLoeffler) is Research & Analysis Lead at Convince & Convert. She is also founder and principal of Genuine Media, a marketing agency that helps clients build their individual and brand reputation through social media. We all know waiting on hold for-EV-ver on the phone, or standing in a l–o–n–g line, are a few […]

Social Business, Social Media Staffing and Operations

Permission is the Enemy of Speed

speed wins

This week I’ve been writing about speed and response expectations for business on the social Web. Ultimately, speed wins. The companies that engage customers on Twitter and Facebook within minutes are making a none-too-subtle statement about their embrace of the social telephone and the primacy of the customer. In comparison, slow response or no response […]

Community Management, Digital Marketing, Social Business, Search Marketing Advice, Social Media Monitoring, Social Media Staffing and Operations

Use SEO to Improve Your Social Media Listening

listening

Listen! It’s the first commandment of every social media program. Pay attention. Find out who is talking about you, in what capacity, and where. It makes sense. You can’t use social media as the new telephone unless you know how to get a dial tone first. But almost every company I come across could and […]

Community Management, Social Business, Social Media Research, Social Media Strategy, Social CRM, Social Media Monitoring, Social Media Research, Social Media Staffing and Operations

70% of Companies Ignore Customer Complaints on Twitter

social telephone

Do you have your copy of Youtility: Why Smart Marketing is About Help not Hype? Visit Amazon or Barnes & Noble to get your copy now! Despite increasing numbers of customers using Twitter to publicly complain about brands, the vast majority of companies respond in the exact same way….with the quiet of contempt. New research […]