Jay Baer spotlights the 5 reasons brands are shifting focus away from social media marketing and toward social customer service.
Social media has become customers’ go-to channel for voicing feedback and complaints. Here’s how your brand can meet them there.
What makes customers stick by a product? A new survey of reveals the six most commonly-cited factors in customer loyalty.
Real-time marketing is not just about one-off timely delights – it’s about ongoing service to your customers. Why not make 2014 the year that your company excelled at social customer service?
In this edition of The Baer Facts, I talk with Kyle Lacy of ExactTarget about customers using Facebook more and more as a customer service channel. Interesting new research from Social Bakers uncovers an important finding: The volume of questions posted on Facebook has increased 26% in 6 months. (tweet this) Historically, brands have put more […]
In just a couple of weeks, I’ll be launching (along with Jason Falls, Mark Schaefer, Tom Webster, and our partners at Edison Research) the newest edition of The Social Habit. Landmark, legitimate research into how social media is used, and by whom. I’ve seen the raw data, and it’s a mind-blower. There’s still time to subscribe to […]
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 […]
Other than signing book deals, the favorite sport of the social media punditry these days seems to be bashing Klout. The pugilists are plentiful, and appear to be trying to win a merit badge for dismissiveness. The most recent example was from B2B social media thinker Paul Gillin who wrote a post unveiling the flaws […]